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Enhancing your Telemarketing Skills

One of the most persistent problems in traditional telemarketing is that it was designed for one-way communicating. The fact is: marketing and selling, whether in person or by phone, can only be successful if both the seller and customer are actively involved in the selling process. So, why are we taking the customers out of the communication equation and then feel bad if we don’t get a sale? Getting customers to sit still and listen to a lengthy telephone lecture is futile. Your products and services may be the best in terms of features and benefits, but unless you can connect that with a real problem the customers have, they will not buy your solution. Customers today are different, they crave participation and they are very powerful!

Telemarketers need to understand one important thing: they are salespeople and the main difference is that they use the telephone instead of the actual face-to-face contact to build a client relationship.


A. Formula:

• Have a friendly, confident greeting

• Build Rapport (talk the same language, commonalities)

• Explain how you were able to find their company (ex. yellow pages etc.)

• State your intentions in helping their company and why you think you can

• Ask questions, uncover their needs (Questions)

• Give a brief explanation why you think you can help them (Benefits)

• State your intention to ask to for an appointment to the decision maker (offer choices of schedules)

B. General Guidelines for telemarketing:

• To be successful in telemarketing, you must prepare (script).
• Clear your desk.
• Smile and be friendly-smiling will affect your voice tone and your demeanor (use a mirror).
• Sound enthusiastic and excited.
• Make friends with the receptionist. Remember their name.
• Prospects like to be heard and understood, Acknowledge that you hear them. o Ex. "I see your point..", "I understand…"
• When they ask that you send a proposal, tell them that this is something that can be best explained person to person and will only take a few minutes of their time-no commitment.
• Have your leads and call times planned-either night before or early morning. • Arrange your calls geographically so you can set appointments o geographically.
• Use powerful, words that have impact to the client. o ("I know", "I'm sure", "revenues", "increase sales") Module I

Telemarketing with the Right Attitude

A. Getting in Touch with your Emotions

1. Telemarketing isn’t as easy as it looks


2. Why Telemarketers lose their fire?


3. Creating a Human Bond through the Phone


4. Staying motivated and getting rid of negative thoughts

In this fast-paced world that we live in, it is but natural for anyone to feel down or depressed every once in a while. We have all experienced it, even excellent people are not immune to slumps and potholes. The key to success is how you deal with the bumps and turbulence of life. How you get and keep yourself motivated. If you are looking for outside motivational help, there are books and people that can give you that. But, the bottom line is – you still have to take the first steps to make it happen.
Key Point: No one else can motivate you. Just like no one can stress you out, or reject you, you alone can allow yourself to be affected by outside influences. Therefore it's critical, especially in the telemarketing profession, that you have a performance goal and action plan that will keep your outlook fresh and stimulating.

5. Jumpstarting a Positive Telemarketing Mindset

When starting your day with telemarketing tasks or when you feel that the negative feelings or rejections are getting the better of you, you can do these steps to jumpstart your positive mindset:

B. The Essentials of Telemarketing to the Right Clients

1. Attitude, Competencies and Technical Skills


2. Emotional Intelligence

Daniel Goleman defines Emotional Intelligence - as the capacity for recognizing our own and others' feelings, for motivating ourselves, and for managing our emotions well within ourselves and in our relationships.