The biggest sins of inbound sales calls
Although inbound sales contact centers are one of the most important and effective revenue channels, they still have rather bad reputation among consumers. People are ready to buy and decide to call and still are unsatisfied. Why is that? There may be many reasons to answer this question, but in most cases the reason is poor service that they experience.
We’ve gathered the knowledge about two most common mistakes made by inbound consultants.“I’m only a telemarketer”Working in contact centers is still considered to be a part-time job, appropriate for students and unqualified workers. Unfortunately, that’s also the perception of consultants, who begin their adventure in a contact center. With such attitude, it is difficult to achieve respect from customers on one hand and high engagement on the other.
Young people who take this kind of work often do not realize, how demanding is it. One must behave in a professional manner, be able to respond quickly and accurately. The work of inbound sales call representative is even more difficult since one needs to be able to create interest for the product or service that the company offers without seeing a potential customer. Consultants often are easily discouraged, especially after initial failures and instead of learning on their mistakes, they surrender, stating that the work is not for them.From our experience and observations, to achieve great results consultants should feel confident. The conviction that most likely they fail is a straight way to weak results and self-fulfilling prophecy.
Sticking to the inbound call script
Sales scripts are used from decades. Almost every professional have used at some point a call script.They contain most important information, tips and anything else that could be useful during the conversation with the customer. There is nothing wrong with that. Thanks to scripts telemarketers do not need to memorise all information about the product or service by heart. The problem starts when the script becomes the most important part of the conversation.Unfortunately, sometimes reps instead of having a conversation with a customer, focus on reading each and every word from the script. As a result, they sound artificial. This is bad. Companies need to understand, that to be able to sell remotely by phone or LiveCall, they need to have dialogue instead of a monologue.
Unfortunately, sometimes reps instead of having a conversation with a customer, focus on reading each and every word from the script. As a result, they sound artificial. This is bad. Companies need to understand, that to be able to sell remotely by phone or LiveCall, they need to have dialogues instead of a monologue.The inbound call should answer the expectation of customer as quickly as possible, lead into closing sale, but also be adjusted to the caller. If it’s not, consumers will feel it. If we do not give them individual approach, the script will be useless.