Top Telemarketing Techniques is all about the telephone to enhance sales, fostering better relationships with customers, and how to make it easier to target prospects

1. KNOW THE LAWS
BEFORE YOU PICKUP THE TELEPHONE
Top Telemarketing Techniques is all about the telephone to
enhance sales, fostering better relationships with
customers, and how to make it easier to target prospects.

2. CONTENTS
 TELEMARKETING INDUSTRY
 PRE CALL PREPARATION
 VOICE + TELEPHONE + ATTITUDE = SALES
 COMMUNICATING OVER THE TELEPHONE
 COMMON MISTAKES TO AVOID
 THE RIGHT SALES MESSAGE IS CRITICAL
 CLOSING THE SALE
 PROSPECTS/INDIVIDUAL VIEW ON PICKING CALL

3. Telemarketing is a vast field used in many ways by companies of all sizes & in all
industries. Thus, anyone with an interest in better utilizing the telephone within his/her
or Business, or who wants to learn the skills needed to be a more successful
telemarketer.
TELEMARKETING INDUSTRY
 Telemarketing & Call Centers in the US Market Size in 2021 has a reach of $24.2billion
 The market size of the Telemarketing & Call Centers industry is expected to remain steady in
2021
 Advertising Agencies in the US Business Growth in 2021 is expected to be more than 2.8%
 Clients will likely seek integrated marketing solutions, resulting in increased industry demand
 Demand for advertising services from companies aiming to reach consumers over these
channels may increase
SOURCE: IBISWORLD

4. Having a pre-call preparation/planning is crucial to make successful sales calls.
PRE CALL PREPARATION
 Feel good about your work and positive attitude
 Stay motivated and be able to motivate your prospects
 Overcome objections have the ability to negotiate and or resolve conflict
 Make sure your Computer & Headset are working fine
 Be prepared with the tools/props relates to process
 Reverse your attitude towards work – Observe the daily updates without fail

5. To achieve success as a telemarketer, you will need to invest the necessary time and
effort to learn & master a variety of different skills. Only then you will be able to truly
tap your potential for generating the sales results you & your Employer wants!
VOICE + TELEPHONE + ATTITUDE = SALES
 The first impression of your customer gets of your company, is the first 15 secs of
your interaction
 Your voice is your communication tool, hence keep it honed (sharp) & polished at all
times (clear tone & pitch)
 Use your voice and emotions to make the sale
 Overcome objections have the ability to negotiate and or resolve conflict
 Be highly organized and be able to manage your time
 Follow the guidelines or procedures dictated by your employer

6. To be an effective telemarketer, you need to be able to communicate well verbally but also
master the art of listening. The ideal sales should involve the following phases:
COMMUNICATING OVER THE
TELEPHONE
 Make Opening Statements
 Ask Questions and Take notes, but always remain attentive. You will want to
remember exactly what the prospect had to say during each call
 Qualify the prospects needs and wants
 Repeat some of what the prospect tells you to demonstrate your understanding
 Eliminate the prospects objections and concerns
 Offer your solutions to the prospects needs and problems
 Create a win/win situation & Close the sale

7. As the telemarketing professional, the positive relationship you’re able to build with
your prospect, starting from the moment a phone call is made, is critical. Your overall
objective is always to close a sale, but to reach that point, your ongoing goal should be
to foster that positive relationship and build trust with each prospect.
COMMON MISTAKES TO AVOID
 Planning – Daily, Weekly and Monthly
 Prioritizing Customers/Prospects
 Avoid Personal & Professional Time- Wasters
 Don’t’ Waste Your Efforts on Non-Decision makers
 Don’t Underestimate the Importance of Product/Service Knowledge

8. Without a plan in place, and an understanding of that plan, your efforts will be
haphazard (disorderly) at best. Thus, you’ll have difficulty achieving the maximum
possible results from your efforts.
Knowing what you’re trying to do and having a detailed plan for actually implementing
that plan is crucial. Before kicking off your telemarketing efforts, know what you’re
trying to accomplish, what your sales goals are, and what needs to be done in order to
achieve those objectives.
Planning
Daily, Weekly and Monthly

9. Through research, you can target your telemarketing efforts to reduce time and
resources wasted as a result of calling unqualified leads. Once you’ve gathered your
prospect list, start by calling the prospects you believe are the most apt to purchase
what you’re selling.
Prioritizing Customers/Prospects
 Who exactly is your target prospect
 Does the prospect have a definite need for your product/service
 What benefits does your product/service offer to your prospect
 Can the prospect afford what you’re selling

10. Throughout any given day, there are numerous things that can early distract you from
the task at hand: making calls. If you give into these distractions, your productivity will
diminish (fall off)
PERSONAL TIME wasters to avoid (unless you’re rewarding yourself with an earned break)
include making personal phone calls instead of calling prospects, taking frequent breaks, chatting
with co-workers or surfing Internet.
PROFESSIONAL TIME wasters might include calling on unqualified prospects, being interrupted
by the coworkers, trying to respond to unrelated emails when you should be making calls,
participating in unproductive meetings, misuse of Internet during peak calling times.
Set time in your day to take breaks and deal with whatever personal & professional
time-wasters, responsibilities are necessary, but don’t allow these to impede upon your
work efforts.
Personal & Professional
Time- Wasters

11. Part of the prospect-qualification process involves quickly determining who the
decision-maker is within an organization & getting that person on the Phone. It’s too
easy to spend time making an excellent sales presentation to someone, only to discover
that he or she isn’t the decision-maker.
To determine who the decision-maker is, do preliminary research talk with the
gatekeeper and briefly explain what you’re offering. Ask who is the appropriate person
to speak. Even if you think you have the right person on the phone-the decision maker-
ask questions. Early in your conversation, you could ask, for example, “If you like what I
have to offer, who else in your organization do we need to speak with in order to move
forward?”
It’s a common mistake to expend time & energy making his/her sales pitch to the
wrong person. Another common mistake is talking to only one of the decision-makers,
when the actual “buying” decision is made by business partners, multiple people within
an organization, or a committee.
Don’t Waste Your Efforts on Non-Decision makers

12. As a telemarketer, your perceived (recognize) credibility is a crucial element in terms of
your relationship with a prospect. If you’re not knowledgeable about what you’re selling,
your credibility will be greatly diminished. Not only do you need to know everything
about your product/service, but you also need to be able to present the appropriate
information in a concise and easy to understand manner, plus be able to relate that
information to the prospects own needs and desires
Don’t Underestimate the Importance of Product/Service Knowledge

13. The ability to identify your best prospects, deliver your message effectively, and manage
your time will directly correlate with the number of sales you make. The more you
prequalify the people you call, the higher your call-to-sale ratio
As you prepare the general sales message you want convey through your telemarketing
efforts, make sure you understand one thing your prospect is looking for economic
benefit!
 Save Money
 Increase Profits with lower cost
If you accept this as a universal fact, you can begin to develop a sales message so that it
addresses the primary goals of your prospects
The Right Sales message is critical

14. When telemarketing to companies/individuals, before picking up the phone, you should
already know the answers to the following questions:
 What business is your prospect in?
 Who are your prospects competitors?
 How can your product/services help your prospect earn more money, save money,
save time, reduce stress or alleviate (less severe) a concern
The Right Sales message is critical

15. Not every call you make will result in a sale one common response from the prospect
will be, “I’m not Interested”. When you receive a comment similar to this, follow-up
immediately by asking, “The REASON to make the prospect to think that way” and turn
the tables
Closing the Sale
 SUMMARIZE what you spoke about and how it solves their business and person need
 ASK for feedback and what stood out to them
 RECOMMEND a next step and who on their side should be involved and why their involvement
is important at this stage
 BOOK the next meeting with the prospect on the phone
Sales opportunities won’t always proceed this smoothly, but having a framework like this
in place at least allows you to ensure you’re moving in the right direction.

16.  Answering marketing call is hard time to every prospect/individual, especially on
Monday
 Tried to catch the Decision maker first thing in the morning; before they get into
busy schedule or meeting
 Tuesdays & Thursdays are OK to call; they have a little free time
 Fridays are the best time to call or schedule callback as prospects are mentally free
 If you set callback for Monday; schedule post lunch hours to have a detailed
conversation
 Good rapport with prospect while scheduling callback which makes them to
remember you easier on next call.
 Old School Version: If the prospect is male; get a female agent to call and vice versa
PROSPECTS/INDIVIDUAL
VIEW ON ANSWERING THE CALL