9th November 2009
Once again, combined with targeted data, data management software and high levels of training, additionally, VOICE works with its telemarketing executives to apply a process to each prospect call, when attempting to generate leads or appointments for a client, in order to maximise the effectiveness of the results achieved.
What do we do?
1) Decision maker and decision process. When speaking with the prospect, we immediately look to seek clarity with regards to who is the decision maker, or who else is involved. Are there more than two involved in the final decision? Often there are.
Also, what is the decision process like? What’s involved? Who’s in charge? If we’re not absolutely clear on this when we get off the phone, we don’t consider that we have a qualified telesales lead.
2) Time frame. Part of knowing who and how the decision is made also involves knowing the time frame for making the decision. Combining targeted call backs with our state of the art data management software, we are precise with regards to when the second call goes into a prospect. When it is the very first call, we aim to gain information in order to be clear on when they need your product or service, what type of urgency there is (if any), and when they are making the final decision.
Moreover, after getting this information, our telemarketing executives are completely clear as to what the prospect can expect to happen next (confirmation of callback date, literature being sent, email literature will be sent etc).
3) Other quotes. Where possible, we attempt to gain knowledge on what other quotes, products, solutions, or options the prospect is considering. If they have a regular vendor and are getting other bids, we especially seek to know:
- How many other bids are they getting?
- Why they are looking for other bids? (Do they just need to get to other bids before going with last year’s vendor?)
- What are they looking for in another bid/product/solution?
- What will make ours the one they choose?
4) Buying motives (needs and wants). At VOICE, we see it as crucial for our telemarketing execs to gain a clear understanding of what is truly motivating the prospect to buy. Only when we know this, are we be able to truly connect with the prospect. We aim to be able to answer these questions.
- What exactly is the prospect looking for?
- What are their unique buying motives?
- What do we need to say to sell to them?
5) Why they won’t buy. Just as important as knowing why they’ll buy is knowing why they won’t buy from you. Preferably within the call, but certainly by the end of it, we need to know:
- Why are they really getting another quote?
- What are their issues as to not proceeding?
- What are they trying to avoid?
- Why won’t they buy?
These points form the basis of our qualifying checklist, and we gain this information via selected questions that we ask on each and every call to find these things out.