Don’t Believe These Lies About Telemarketing

Don’t Believe These Lies About Telemarketing

We’ve heard a considerable number of words of wisdom, tips and tricks about telemarketing. Some of them works and some of them, well, don’t. This is true, when there are just a couple of marketers who are enthusiastic to lay out and share their own particular telemarketing knowledge. Telemarketing has many corners for a telemarketer to progress.

The reason were attempting to perceive the best alternatives in telemarketing is that, there are only a couple of good advice left. Gathering these lies we’ve heared about telemarketing might give you an idea if you’re also a victim of these lies and might also help you change your perception about it.

“Cold calling may not generally work.”

Stating that cold calling is done does not know the genuine nature of cold calling. Cold calling may appear out-dated, yet 20% of cold calls are effective calls. Regardless of whether it’s sales or surveys, cold calling is executed to spare time for telemarketers to accommodate more prospects.

Aggressiveness is the answer. “

Being excessively pushy will just get you 9% achievement rate. It doesn’t just work that way. Being direct has been claimed as being forceful.

“Telemarketers ought to be smart.”

Not all telemarketers are quick witted, but they have that common ability to convince their listener . Now, that’s a telemarketer!

“It’s about Sales.”

It is fitting to believe that telemarketers ought to dependably make a sale and achieve their quota. Be that as it may, it is not just about the sales. Know that you can utilize some turn down calls to learn something new about your prospects.

“Script don’t make a difference.”

It does. It just that it will also depend on how telemarketers harness that script. No one wants to talk to a monotonous telemarketer. In any case, call scripting works just fine in most telemarketing industry.

Here’s Why Script Is Important in B2B Appointment Setting

Here’s Why Script Is Important in B2B Appointment Setting

It’s not entirely clear how important, but most, if not all appointment setters know that the calling script they use in reaching out to a potential client is important. Sure. Doing calls is not everything there is to a sales process, it’s only a part of your B2B appointment setting strategy. On the other hand, your first literal contact with your prospect is the point where you ring the telephone and the other line voices its welcome. If you don’t think your first words to your prospect is vital, think again.

Many have already argued and asserted that the last impression is the one that matters instead of the first impression. It might be true, but not in the case of telemarketing. Merely because of the fact that there might be no possibility for that last impression if the first impression is not met in the first place. Take for example, a rejected and hanged-up call. The last thing you wanted is for that potential client to drop their telephone after the first few seconds of the call. Consider this.

Prepare a powerful call script.

Everything goes to your preparation, really. Odds are, a prepared and practiced script decides your success in setting an appointment. Extemporaneous talking may turn you into a blabbering mess. Your script won’t just spare you from this but can also get you in the matter of how you would like to end your call; You’re hardly caught off guard to questions and requests. Your message is consistent. The flow of the conversation is coordinated to your objective.

Engage yourself in a conversation. Don’t go sounding like a robot when talking to a prospect. It’s a big no to sound like you’re just reading your script. That is the reason why there’s preparation. You could practice until you sound persuading enough in an impromptu chat with your prospect. For example, actors practice their script until it become something that they would actually say instead of just reading it. Set aside a time to listen to your prospects and really establish a conversation with them rather than simply letting the words spew out of your mouth.

Nail that Apology With These Simple Steps

Nail that Apology With These Simple StepsClients (whether prospects or existing) are treated as valuable assets. Crossing a line and having them upset or discourage at you and/or your business can do some serious damage. Correspondingly, you need to say you’re sorry and set things right with them. Consider the following steps below.

  • Address them properly and always, always make the tone of your voice apologetic. It will imply that something is off but this may get you on their good side. You have to be cautious on how you begin with your approach. This is one of those times where these clients gauge your level of professionalism, especially if you’re giving an undesirable news.
  • When you have established your approach, go over the details of the problem to them. Double-check all the errors and ensure that the issues at hand involve them significantly. Express these issues clearly and concisely along with how you were able to determine the problem.
  • You will not impress them with that patented “This won’t happen again.” line. If you do say it, mean it. They would want to see that everything you’ve got is exhausted to solve the issues. As what they say, “Action speaks louder than words”. Seeing results from these efforts will also serve as a confirmation of the benefit they will have from your business.
  • In the event that you have settled the issues, you need to apologize for having inconvenienced them and give them a genuine gratification for their understanding, if not, patience in dealing with all of it. Clients need to feel that they are being taken care of and you need to live up to that by showing them how sincere you are.

Mistakes are inevitable in business and there is no such thing as “a quick fix” just by saying you are sorry. However, if you couple that apology with sincerity and actions to make things right then that will certainly make the difference.

Regulations in Telemarketing You Should Know

Regulations in Telemarketing You Should KnowThe idea of calling to sell services or products might be an easy job for some people who does not know the workings behind telemarketing, but to telemarketers, it is not just ‘call all you can’ or ‘call till you drop’ to get leads. They have to be wary of certain restrictions and rules before engaging in a conversation. By being aware of this, both callers and customers can carry out their rights, and a spontaneous contract is automatically produced. This contract is called “Unsolicited Consumer Agreements.”

It is stipulated there that a telemarketing sale is unsolicited if:

  • Caller called consumer without an invitation
  • There is an agreement whose worth is unknown.

In lieu to this unsolicited telemarketing calls, a caller must abide by particular protocols. These protocols which callers should strictly follow revolve on:

The Contact Hours – On weekdays, callers are only allowed to contact customers after 9 am and before 8 pm. While on Saturdays, callers are only allowed to contact customers after 9 am and before 5 pm. Whereas, NO calls shall be made on Sundays and holidays.

The Disclosure – This pertains to what a caller should say. The caller must introduce her or his business name, directly clarify the intention of the call and inform the customer his or her cooling-off rights.

The Contract – In the case of an agreement between a telemarketer and customer, a written copy or a copy sent online must be given to the latter by the former accordingly. The customer should receive it within five business days or (or longer if customer concedes). The contract must be in plain language, legible and clear and must be signed by both parties. Moreover, it should be stipulated in the contract the termination process (cooling-off rights), the full terms of the agreement, the total price payable or how this will be computed, any postal or delivery charges and contact details.

The Cooling-off Period – By the law, a customer has the right to rethink about the contract (Unsolicited Consumer Agreement) in 10 business days. The commencement of these business days is marked at the time the customer received the contract. Within this mentioned period, a customer can cancel without penalty. This cooling-off period can be extended up to 6 months if there is a failure on:

  • The provision of the information about the cooling-off period; or
  • The compliance of requirements for Unsolicited Consumer Agreements (such as failing to issue a copy of the agreement, not including necessary information in the agreement, or providing goods or services during the cooling-off period).

The Feeding of Information – Customer, should be consistently supplied with relevant information regarding the provided services or products.

It does not do good to be lenient in following these regulations. Remember that in any telemarketing industry; those mentioned above must be observed to operate legally.

12 B2B Appointment Setting Reminders (Part 3)

12 B2B Appointment Setting Reminders (Part 1)

Don’t Be Passive-Aggressive in Asking for a Meeting

The simplest yet often forgotten technique in appointment setting; after your pitch, don’t ask your prospects if they’d like an appointment with your sales. Proceed to giving out politely the date and time your sales representative can talk to the prospect and ask whether they’re free on that schedule. Doing this would display that you’re eager to discuss and do business with them as soon as possible. After all, if the prospect isn’t really interested, they will decline or if they aren’t available with the arrangement you’ve given, they’ll say so and might give you a schedule they prefer.

Be Sensible

When giving out the date and time your sales representative can talk to the prospect (as mentioned above), provide sets of it that are likely convenient for the latter. By doing this, you’re giving them options and will eliminate you from sounding like you’re trying to force a schedule that they may not be available. As a matter of fact, whatever will be decided all boils down to the prospects’ preference. Prioritizing them as much as possible is an imperative aspect in appointment setting.

Be Flexible

Though appointment setting typically occurs over the phone, there are other ways to reach your prospects. Exploit emails, live chat, mobile texts, and the social media. Even appointments per se don’t have to be over the phone. It can be a face to face meeting or through online. The bottom line is, be flexible. Tread the places where you can contact them and make sure you make back up arrangements in case a situation arise that requires the use of one (e.g. time conflicts, venue issues, technical problems, etc.)

Remind Without Nagging

Once you have already successfully made an appointment with the prospect. It’s given that you need to remind them afterward so they wouldn’t forget. However, don’t overdo it. Constant reminding might bother them and cancel the appointment. You can try calling or emailing them a day before the appointment. Confirm whether they’re still able to attend. Or, you can ask them after you’ve made an appointment confirmation when is the best time to call them for a reminder.

B2B appointment setting should be deliberate and skilfully done to ensure proper engagement and connection with prospects.

12 B2B Appointment Setting Reminders (Part 2)

12 B2B Appointment Setting Reminders (Part 1)

Always Ask if It’s a Good Time to Talk

If you’re able to reach the prospect, don’t get too hasty in proceeding to your pitch. You might have called at a bad time. Being interrupted does not bode well for many people particularly those in the field of business. So it’s only polite to ask whether it’s a good time to talk. If the prospect grants you the time, that’s good. You can fire away. If they refuse because they’re not free at the moment, grab this as an opportunity to set another schedule at their convenience.

Don’t Hang Up

We’re bound to get that dreadful “I’m not interested” line from prospects. However, you can use this as another opening. Ask why they’re not interested. You might make something out of their response that can pave the way for you to offer other services from your business.

Know Your Prospect

If you want to do business with another business, it is expected that you are well acquainted with things about them. More than just impressing them with your knowledge, it’s more on aligning your offers to their needs and giving them the impression you’re committed. How humiliating it is to phone a prospect, proudly offer your product or service and go sounding the crickets when you can’t answer their questions about what’s in it for them or how would it be relevant to their business.

Apply Mirroring

In Psychology, Mirroring pertains to the behavior in which a person subconsciously imitates the gesture, speech pattern, or attitude of another. It follows that the individual who is being mirrored can easily establish rapport with the person exhibiting the mirrored behavior, as the similarities in gesture, speech pattern, or attitude allow the former to feel more connected with the latter. This interesting notion has been leveraged and regarded as one of the most proven methods in appointment setting, well, in the business world as a matter of fact. For appointment setters who occasionally meet their prospects face to face, this seem to be a challenge but it’s not impossible. Mirroring can be done via telephone, even in emails. If the prospect is a fast or slow talker, match up to him/her and use words he or she likely understands and would use. Though it is mentioned earlier that Mirroring is subconsciously done, skilled appointment setters can harness it otherwise.

12 B2B Appointment Setting Reminders (Part 1)

Effective B2B appointment setting means generation of qualified leads and scheduled sales opportunities for the sales team. If things get smooth with the prospects and sales representatives, it can certainly turn into conversion. But obviously, we need to go back from where we started. Such benefits are out of reach if you can’t effectively set B2B appointments. Whether you are an established or starting up business, here are great tips to steer you into that path.

12 B2B Appointment Setting Reminders (Part 1)

Get Hold of Referrals

Prospecting call themselves are a good place to acquire internal referrals. This technique raises the chance of getting your prospects talk to you.

Aim the Top Level Decision Makers

In B2B appointment setting, the most ideal prospects to talk to are those persons in the C-suite. This is because the final say on purchasing a product or service rests on their shoulders. Another thing is that this accelerates the sales procedure as it cuts up your time talking to people from the functional level and repeating your pitch.

Keep Your Tone Pleasing

No one would like to speak to a surly-sounding appointment setter. Definitely not someone you’d want to make a further engagement with. Talk to your B2B prospect as if they were the first prospect you called rather than the 30th. Vivacious and sharp, that’s how should it be. You might say this is pointing the obvious, but this is so inconsistently practiced it’s worth noting.

Prepare for Objections

Objections are inevitable, and while they may frequently surface (much to our dislike) during the conversation with B2B prospects, it should never be a reason for you to be quickly disheartened and let go of your opportunity with them. In fact, you can use this up to turn the tables and get your B2B prospects’ trust. How? Determine the possible objections beforehand and think of logical answers that will have you taking your prospects to a convincing point.


5 Words You Should and Should Not Include in Your B2B Telemarketing Pitch

Words have the power to both compel and drive prospects away. In B2B telemarketing, using certain word or phrases can have an impact on the call. Wrong words or phrases can leave a bad taste in the prospect’s mouth but the right ones can certainly earn you their good side. Let us a take a look at the 5 words that got prospects cringing and the other 5 that got them engaging.

5 Words You Should and Should Not Include in Your B2B Telemarketing Pitch

1. Honestly

Your motive may be entirely positive when using this word but it would actually have the opposite effect to your prospects. If you have to tell them that you’re being honest at a particular part of the conversation then that can imply that what you say beforehand isn’t truthful. You’ll be  having them do a double take of what you said, be suspicious of you instead of trusting you.

2. Quality

Ironically, this word has been mostly used by companies who offer poor service than those who really do render a quality service. So you can’t expect this word to be welcome with so much enthusiasm.

3. Sign/Signature

Bringing up signs or signature is like being anxious to get to the topic of prices and figures and your prospect handing over their money.

4. Perhaps/Maybe

It’s going to be difficult for the prospects to commit to you when you seem to be unsure of what you are saying. These words are evasive and wouldn’t guarantee anything to your prospects.

5. Cheap

Indeed, you may have the cheapest price in the market. However, using this term can backfire because this degrades the value of your product or service.

5 Words You Should and Should Not Include in Your B2B Telemarketing Pitch

1. You

According to research, this word (along with our names) trigger specific responses in the brain that appeals directly to our sense of identity. It’s also among the top power words in the English language. Given this, it’s often used to make a connection with prospects (even in email marketing). Well, it’s always about the prospects and what’s in it for them, is it? Not for your company.

2. Do

You want to give off the feeling of confidence and competency to your prospects to make them say yes. But remember, it is not something you can make them perceive if you keep on saying that you would just try instead of giving them assurance that you would actually do it. What’s the use of proposing your help to them in the first place anyway?

3. Or

Give your prospects options when offering a proposal. Constraining them to a single choice may mean inflexibility on your part and can turn them off.

4. We

Instead of saying “you should”, start off with “should we…?”. This way, you avoid sounding demanding and more of suggesting in presenting your proposal.  It might grind your prospects gears being told what to do.

5. Value

Another case of WIIFM. You can talk about how impressive your product or service to the prospects until your blue in the face but if you can’t make them see sense why they need it, don’t even bother.

Be wary. Avoid those words that are killing your B2B telemarketing and retain those that are boosting it.

Tips and Tricks in Selecting a B2B Telemarketing Firm (Part 3)

Selecting a B2B Telemarketing Firm

Send a Request for Proposal (RFP) and evaluate response based on fixed criteria

You can further narrow down or even finally get to choose one from your B2B telemarketing firm prospects by distributing RFPs. First, you need to lay out details about your business profile, status quo, requirements, and expectations. You can follow this up with standard queries for these firms such as company profile, financial standing, telemarketing experience, account management team, etc. But you can also include questions on areas you like more information with (i.e. agents and staffs, trainings, technology, recommendations, etc.). Putting criteria for each question will help you identify the prospects or prospect that distinctly comes together with your needs. With this, evaluating their response when you receive them will be so much simpler.

Go to their websites and ask for a sales call.

This will serve as your surprise attack. What better way to verify whether they’re good as what they claim to be through a first-hand account? Take a glimpse on the level of their promptness, telemarketing skills and professionalism on the initial conversation. If they cannot convince you to pick them over the phone, then most likely, they’ll struggle trying to persuade your target market.

Clarify their process on caller designation and lead turnover.

Opt for a B2B telemarketing firm that will designate permanent callers to your campaign. This is to ensure that they will be able to focus on your project and hopefully, become even better at their tasks the longer they stay on your campaign. Such can result to an increase in your ROI. In addition, take into consideration how they will manage lead turnover to your own internal sales team. Unestablished turnover procedures will be a bad investment.

Do a site visit.

Whether you have narrowed down or already selected a firm, doing a site visit is important before giving the final decision. While you are there, meet all the people that are likely to be involved in your campaign. Do they live up to the professionalism, knowledge, and expertise they claim in their RFP? Are you comfortable with communicating with them? How about the environment? What did you observe in terms of agents to supervisor ratios? Culture? Employee engagement? Sure, you can talk on the phone with them, but it can’t really equal the experience of actually seeing the call center in action.

Selecting a B2B telemarketing firm is often difficult, tedious and time-consuming process but so is the way towards success.

Tips and Tricks in Selecting a B2B Telemarketing Firm (Part 2)

Selecting a B2B Telemarketing Firm

Investigate about their telemarketers.

Figuratively speaking, your telemarketing campaigns are  like wars and the frontline soldiers are going to be the telemarketers. If this is the case, do they have the necessary ammunitions lock and loaded? Or if it all comes down to hand to hand combat, are they skilled enough to take it head on? It is important to gather information that will allow you to size up how qualified the callers are. What are their skill sets? Their experiences on the market your business is targeting? Their average tenure? Even their average age bracket? How are their performances tracked? Do they receive training for specific campaigns? Probe. Remember that your business will be represented by these people. Don’t settle for anything less.

Check their data quality.

As what have been said, there are B2B telemarketing firms who offers a pre-packaged database of contact persons from different industries and at the same time, render database building service. If you are considering one, assess the quality of their database. What are the company size, location and revenue figures of the businesses found in their database? Are the contact details targeted and accurate? It’s impossible to extract quality leads from an inappropriate database. Another important thing to take note is data exclusivity. They should guarantee you that the database you purchased or have them built should be solely yours. The last thing you want is your database recycled and sold to other companies.

Evaluate their technology and technical support.

Can they conveniently export and import data? What is their process in terms of integrating client’s CRM and marketing automation solution? Can their technology monitor, listen in to and review telemarketer calls? Do they have the capacity to do real-time reporting? Have they implemented a technology where there has been a decrease in their costs or increase in their clients’ satisfaction? The efficiency of a B2B telemarketing firm’s technology and technical support allows you to optimize and not waste your resources.

Contact references and referrals.

B2B telemarketing firms who have established a good relationship with their past or existing clients are not afraid to give you information about them as references. Talk to them. Ask what are their experiences in working with that particular B2B telemarketing firm. Have they encounter issues? If they have, what are those? How did the firm deal with it? Also, you can tap people from your professional network for referrals.