Introduction : Me & You.
The Call center Industry Abroad :
Operations, Techniques, The difference.
Telemarketing Essentials : Why its
important to be professional, confident ,
sometimes pushy in today's world.
Where you can get with Excellent Cold
Agenda (Cont…)Agenda (Cont…)
Into the minds of the average person who picks up
the phone. Whales Vs Guppies.
The Perfect Cold call : Listen – Listen- Listen –
Close. Asking Questions.
Importance of a solid Spill –
Confidence..Flow…..Humor….Traps ( Through
Structure of a Perfect Call
The call center IndustryThe call center Industry
• Telecommunications : Average 3 calls a day. Privatization and
•Features of Telco's : Can keep the same number, save line , no
changes except the carrier
•No physical Change
•Usually no contract.
•Whole sale rates usually cheaper.
•Different Calls on the Bill : Line rental, calls to mobiles etc.
Into the Minds of theInto the Minds of the
Afraid Of change
Hates A boring telemarketer but loves one who is
different and sounds interesting.
Usually is bored with the monotony of life……
that’s where u come in.
Loves to feel Smart, Smarter than the rest.
Is Polite : Will say no when they want to : But
wont scream or curse.
What Makes a Customer BuyWhat Makes a Customer Buy
a producta product
Its Not always Rates : Its Attitude
Its not always their Mood : Its Yours
Its not their Savings : But how interesting
its been talking to you.
You handle them well and make them laugh
etc they will buy sand even if they are on a
Importance of Your SpillImportance of Your Spill
No Breaks : No ers…not ah, no awkward moments of
Control the call….u can change the outcome
Talk and Listen….with what you listen to set traps and
Cannot be put on paper and read……it has to have your
personality in it…cant have a same spill for every call
you make……calls are nothing but conversations.
Assumptions : Make them use their head. No one knows
ur job better than you do……..out smart the whole
Listening and QuestioningListening and Questioning
Ask open ended questions.
Ask rhetorical questions
Listen and use all the information
Link information – if he says he loves cricket…
implement this when you are talking about the
product….you will save $50 a month bill so you know
what that means…that’s watching Australia beat
England for Free at the SCG its as good as AAPT
paying for your seat mate”
The Perfect CallThe Perfect Call
What is A perfect call – Where the customer sells
everything him self.
Can you get it with out any help : YES
Can you Create It : For Sure
Can you create it on every Call : If you are that
How can you be that good : Listen and Question.
Your Average CallYour Average Call
Talk about your product
Close : Either yes or no
If no u try some more and then again its yes
My WayMy Way
Sell on Relationships: Build relationships…Sell on
emotion, attitude, make friends over the phone and you can
get them to do any thing : Examples : from sales force
You can Sell hard : Just product product product you will
get 2-3 sales on a average and you will be
bored….However a mixture of Hard Sales and Soft is
Essential customize the spill.
Try to sell by asking questions…..its fun and easy.
Try to get as many Yeses from them, and do not hang up
before 3 nos.
Have Fun on calls play with them and play with their
words and you'll see the difference
Always Be Closing : A sale is made on every call – Go on
every call thinking that.
Spill StructureSpill Structure
Open ( 30 Seconds)
Rapport Building ( 15 – 20 Seconds)
Mirroring ( All along the call)
Product – 2 mins
Trial Close – 1 Min
Objection handling – as long as it takes
Close – 1 mins
Average Length - 6- 7 Mins ( B2B, B2C is a lot
My SpillMy Spill
Spit it out.
OPEN : Not just my name but also something about my
day today or a part of personality.
Build a common ground.
Mirror the client
Come to the product : Customize the product….as if it
was made only for the client.. Show savings as if you are
talking to your best friend.
Objection handle : again with humor and professionalism
Close the dude…..BOOM…remember you win some you
loose some…….but at least you had fun
Note – All along ask questions, ask rhetorical questions, anything to
get a yes out of them.
Spill StructureSpill Structure
OPEN ( the first 15 secs)OPEN ( the first 15 secs)
Opening and Introduction :
G’day this is david green from Aspinwall how are ya
favorite opening line: “Hi, I wonder if you can help me
out?" my name is ( People love helping out..)
Honest Openning : Hi, this is David Green from
aspinwall., and look this is a cold call. I bet you get a
million of these. Fasten your seat belt -- here's another
one …Risky but works sometimes…
Try new things….till you get the formulae you are
Problems with your OpenProblems with your Open
Gate Keepers : Receptionists, Secretaries etc…..don’t
waste your time telling about the product however
charm them tell them they sound like their day’s been
busy say something funny?? etc…like “ Man don’t you
wish you were outside today…the weather in Melbourne
is just amazing…?? Build common ground.
How to get passed them : Confidence and that’s it.
Hi Sallie its David from Aspinwall….is Bill available
please…yes?no? if yes u are in
Don’t ask them for things tell them …control
them….don't say can I or may I….use I want to, put me
on to etc……act like you don’t have that much time
either…..charm them and be nice cause they can get you
Gate Keepers :Gate Keepers :
Sometimes they will ask you : “ whats it
Be cool Keep the confidence and humor going :
tell them its regarding the telephone accounts or
Say its to activate a free time service etc etc
Make sure you use her name…don’t call her
MAM, miss etc if you can help it….he or she
will love it if you use their name.
After you open ( The Next 30After you open ( The Next 30
Build Rapport : With the client build rapport : Find
something in common….anything sports, the last cricket
match which was played in his state, anything if he sounds
like he has a cold… fake that you have one too…or try
You sound sad/ Happy -- what's the matter?
do anything to get accepted.
Customers love when they meet someone who is just like
them and they trust these people who are just like
them..build trust……….that’s the key.
You have 30 seconds to do this do all you can.
Rapport BuildingRapport Building
Mirror the Client : Act exactly the same why as he
or she does…if they are shouting over the phone
you also shout, if they are exited….you also sound
exited,…..if the sound dull talk as if you stepped
on your cat and killed it……..make sure your
voice and the clients sound identical. If they are
talking slow u talk slow…..try to match it to the
100’th percent. Get as much information as
possible about the client, company etc…
Product Information (the nextProduct Information (the next
2 minutes)2 minutes)
So far we have just covered around 60-80 seconds of the call..now talk
about the product
Tell them your benefits, rates, features, both tangible and intangible
benefits…..make comparisons with what they have…..show them the
Use Trigger Questions – Your bills are pretty much on the higher side
huh…..Yeah…talk about how we are better than what he has.. take about
Make sure you know yours and their product UPSIDE DOWN.
If they ask you for some additional features which you are not aware
about: Tell them you will put them on hold and find out from your
manager yourself……Customers love it when agents run off to get
information for them so don’t feel shy to put them on hold.
But make sure you have as much information as possible
Show them savings or benefits with your product.
Walk them through theWalk them through the
Make them feel like you have told them everything there is……
Customize the product as well….Eg “ Look Bill your running a
business with less than 3 telephone lines right? Yes, fantastic, that’s
why this is going to be great for you because though small business
have fewer lines its unfair that you are put on same plans as say a
company like “ ford motors” you have different needs and we here at
AAPT understand that, that is why we have designed these rates
specifically for businesses like you and that’s why we are so exited to
deal with businesses JUST LIKE U cause we got whatchu
want…..now look what's your monthly bill like ??? $300 WAW that’s
pretty huge in fact you are one of the highest users ive come across
this week… stay on the phone a lot??? …( This is my trap) Yeah…
what kind of calls are they mainly local or inter state now I go into the
rates make my comparisons show the savings and since Bill thinks he
is a big user compared to other businesses…he’ll wanna save and
therefore go for it…trust me……he will
What to Keep in mind whichWhat to Keep in mind which
talking about the producttalking about the product
Ask questions : Use the information you get from their
answers to set traps. Pay Attention to what ever
information you get ( Kids, Dog barking).
Don’t dump the product : 16c local calls 14 cents local
calls….so ####in what
Show them the savings….it should be more like “ we
save you 10 cents every minute so if you speak for 10
mins that’s a dollar.
Show them savings on a long term basis : We will save
you 40 bucks a month that’s more than $500 a
year….that’s like a months supply of beer for crying out
How to show savingsHow to show savings
Use your Mirroring Info : Use the same words to show the
savings to the clients : If they used the word “enormous”,
say these savings will be Enormous, use their words and
put it back at them.
Give them day to day examples : taking the wife out,
Buy a new car
Etc etc etc
While talking about savings use phrases like….” Using
AAPT would save you money wouldn’t it, money saved is
money earned isnt it….get them to say as many yeses as
possible…….there are all yours to handle after that
Research ; 6 yes's.
Trial ClosesTrial Closes
You made friends you’ve told them what
you have to offer…now what……Hang on
this is the most important part….now starts
A trial close is a technique to test if the
customer is ready to be sold or not.
How do you trial close????
Trial Close ( The next 1Trial Close ( The next 1
Bill “ so bill using aspinwalls new service would
save you heaps of money wouldn’t it….yup and
you see with these savings you will not only be
able to stay on the phone talking business for
longer you will also do that at a more cost
effective way isn't it…Wow you sound like you
are happy with the product am I right……..now
don’t say a word ( The first one to talk looses)
How it worksHow it works
They get comfortable with the idea of
The response will tell you if they are ready
or not if the are not ready they will come up
with an objection if they are ready….its
Showtime….close it A.S.A.P
How to CloseHow to Close
Fantastic bill : now to give you access to these rates all I need to do is
confirm a few details like your address, phone number in form of a 30
second recoding where I will ask you 6 questions and all you need to
do is say a clear yes or a no, this basically is your permission to
aspinwall to get these rates on your lines in the next 3 weeks ok after
we finish it will take 3 weeks, to get the rates activated. we will also
send out all the written information in the next 4 days so you have
enough time to see everything in writing as well ok. Now before I start
that I just want to let you know that this is a free service and it can be
cancelled at any time at no extra charge ok and the only catch is that
its only for small businesses, now your business name is Bill & Co
right and your address is…..right….you and what's your ABN number
– 545421212…fantastic bill lets just put all that in the recording and
get u started with the cheaper rates give me a few ticks while I get it
started ok remember to answer in clear yeses ok ( Trap No 2)
Objection HandlingObjection Handling
What if bill said look vik, I am sorry ( if
you have been very good they will say sorry
like its their fault they don’t wanna buy the
product) I don’t think I wanna go ahead
with this…..I got to ask my wife u know, or
I am happy where I am……what do you do
Objection handling forObjection handling for
FFF ( FEEL FELT FOUND)
Curiosity : I know you don't want to buy
this, but before you go, could you just
let me know what your reason was?
Or try this :Most people really go for this
one. I am a little curious as to how
you decided otherwise.
Did I not explain it clearly enough?
Objection HandlingObjection Handling
With Humor : If they say no, just go like : Oh
no! What will we do! (smiling)
Or “ Damn I think I've lost my touch
( Works well with women).
At the end make them feel at ease,
relaxed and in control of the situation,
clear their doubts, and close them.
Ill have to ask my wife about this : Use
I don’t know I am happy where I am : Use
If they are just like : Not Interested : Use
Handling Objections ThroughHandling Objections Through
Ask Rhetorical Questions – (i.e) ones that
can be answered by only a yes or no. eg. If
you were dying and I threw you a life
Use information from earlier questions
asked to persuade them by beating them at
their own game.
Objection HandlingObjection Handling
Other Ways to handle objection
If you have made friends with the Cust, change the
topic…talk about his work, hobbies and after a while
come back to the product and close
Put Conditions : The are not sure yet…you can : if show
you this service is better than any one in the market in 2
more mins will you buy it right now…yes…ok put
forward everything you know about the product
Boomerang : use the words they have said, like Yes, it
is expensive, but I don't think you would
want to buy your wife a cheap present do
You you handled theYou you handled the
objection….Now whatobjection….Now what
Close the sale now now now now now
Remember : the most important thing about
a call is CLOSE…ABC
This is similar to a trial close but here you
are going to go all the way for sure.
Assumptive Close : so would you like the bill to be sent to your office
Compliment Close : Compliment them, make them feel like they are
in control, Cast them as the expert so they sell to
Tell them how good they look or sound.
Tell them how others will be impressed by them.
Tell them how impressed you are with them as a
person. Admire their integrity. And close them.
Eg :Well Bill, as you are the expert, you will
understand how good this is. …boom
Bonus Close : Give them something Extra
( Always save some final information to
give out in the end) Eg. You know what, I've
had a good day and am going to give you
batteries for free. Or Look sallie I really like
you so I am going to give you a one month
long trial period for free, ( Its free anyways
If nothing works try this : Look bill you know what
maybe this product is not for you, the other people who
used it were happy now I don’t think it can satisfy your
needs………KEEP QUIET, the first person who speaks
looses. BOOM. You can also use
I don't know if this product is the right thing
I'm not sure if you're ready for this.
Although it does ... (review benefits).
Ending the callEnding the call
Make sure you end the call right : How you
end determines how long the client uses the
product and sticks to this company
If you want to come up and be noticed by
the client ( OTS) your clients will have a
very low termination rate
ASK for referrals.
Sure Signs of A whaleSure Signs of A whale
So how much are you local calls
IS there any contract
Is it free
Can I have it for my Business phone as well
If you don’t close these sales….please
leave, or we will fire you.
Email : firstname.lastname@example.org
Mobile : write me for #
Thank you for Listening