22nd October 2009
As important as the correct selection of telemarketing executives, technology to support them and of course accurate, targeted data, is the processes on top of which every successful campaign must rest. In the first of our series in demonstrating some of the techniques/processes used at VOICE, to deliver success for our clients, we investigate the importance of developing rapport with the prospect:
Using these three telesales techniques, VOICE telemarketing executives create ease, build rapport and get the person on the other end of the phone to like, know and trust us:
1) Listen and Acknowledge
Nothing kills rapport faster than if the person you’re speaking with feels like you’re not hearing what they are saying. To avoid this, we do two things –
#1 Pause, briefly after they are done talking and before we begin, and
#2 Acknowledge what they just said.
This is usually accomplished with a simple, “Oh, I understand,” or “I know what you mean,” or even repeating part of what they just said.
2) Use Self-Disclosure
When our telemarketing execs listen, they see if and how they can identify with what the telesales prospect is saying. Then, they tend to share a little bit of their experience by saying something like, “I know what you mean. I do the same thing,” or “That’s happened to me, too.”
This is a great telesales technique, but one has to be careful with it! You don’t want to disclose too much — this is, after all, a telemarketing business transaction and you’re looking to gain in new client not a new best friend.
3) Use Empathy
This is especially important if/when dealing with an angry or upset client. If something has gone wrong, our execcutives are trained to resist the temptation to defend.
Instead, they acknowledge that the prospect is feeling upset or put out. Try,
“That must be so frustrating to wait a week for your order and then have it arrive incorrect. I’m so sorry that happened.”
Or,
“I had something like this happen to me, too, and I know how frustrated you must be.”
People want to be heard, they want their feelings acknowledged, and to know that someone cares. Using empathy in these situations not only calms them down, but helps build rapport as well.
In the end, people do prefer to buy from people they like, know and trust. Now you know how to create that feeling.