Telesales can be a very demanding and high-pressure job. A position in this field requires patience, charm and charisma. Individuals really need the gift of the gab and the ability to remain positive throughout the course of a call.
Is telesales a good job?
The role largely involves being a sales executive. However, because you don’t have the comfort of meeting face to face and relying on facial expressions or body language, you only have your voice. Selling ice to Eskimos may be one skill but telesales is on another level entirely.
These dos and don’ts highlight how you can master this art:
1. DO: Work with your team.
Being on the phone all day with potential customers can feel very isolating. It can be very easy to lose your surroundings and feel like you are working by yourself. However, it is important to remember that you are part of a telesales team and that you can turn to your team leader for help and support.
Whether you have a difficult customer on the phone or need guidance on the best way to sell your product, talk to the manager and other members of staff. You can learn to improve your own techniques and success rates. It could also be worth finding out what sales techniques other people use and how successful these are. It may not be the right method for you, but you never know what you can learn from your peers.
The majority of the telesales work is target driven and competitive. This is due to the fact that the position offers high earning potential with the possibility of individual sales based commission.
Despite this, it is important to remember you are working as a unit, so be a team player. You are all working towards the same goal and whilst a little healthy competition could boost sales, too much rivalry will be detrimental for the business and therefore, for you.
2. DO: Prepare yourself.
Most call centres provide training about the product. These sessions typically cover some of the biggest selling points as well as most common questions that are raised about the product.
This gives staff an overview of what they are trying to sell and it is vital that you take in as much information as possible. Ask questions, talk to your team and do personal research. If you are not confident in yourself and what you are selling, the customer won’t be confident in you or the product either.
3. DON’T: Be aggressive.
No matter how frustrated you are or desperate to make a sale, using harsh and pushy sales techniques will not help. Being aggressive to customers and potential clients could earn you a bad reputation and eventually cost you the job.
4. DON’T: Overload customers with information.
The last thing a customer wants is to be bombarded with information. They might need a moment or two to digest what you have told them. Give them a minute of space and don’t try and push them into parting with their cash before they are ready.
Giving them too much information in a short space of time could confuse, overwhelm and mislead them about the product; deterring them from you and the business. You need to focus on the key points that will grab their attention and allow them to ask further details if they are interested.
Some gentle nudging may be needed to tease out a sale, but you want the conversation to flow naturally on both sides. This means giving the customer time to think, question and discuss all the information you have provided.