Archive for the ‘blog’ Category

Script or no script?

Nobody wants their call to sound scripted but if you are making a lot of calls, starting with the same approach, it is easy to become punch drunk and forget what you are saying.  I always find that it helps to have an outline script for my introduction.  It doesn’t mean you have to read it like a robot but it is there to refer to, to get you going.  Make it sound natural – put in the odd erm or pause, put in some variation in the tone of your voice and make it sound enthusiastic.

Some people think they can just ‘wing’ it as they know what they want to say – roughly.  You probably only have around 20 seconds to grab the prospect’s attention, so you need to be clear and to the point to capture that before opening up the conversation to draw them in.  Also, you want to listen to their response rather than be thinking about phrasing your own words to get your point across.  Preparation is key.

If you don’t have a script there is a real danger of losing your focus and forgetting where you are. It also helps in pulling the conversation back on track if necessary.

A good telemarketer takes an outline script and uses it as the basis of their conversation.  It covers key elements that can attract the listener’s attention,  gives the opportunity for further discussion at the appropriate pause and helps you achieve your goal.

Has Social Media Killed Telemarketing?

With the advent of social media there has been speculation that telemarketing is dead.  No it isn’t!

With the advance of technology, targeted ads on social media and email marketing it would be easy to think so but in some ways it has improved the chances of success, especially for business to business telemarketing.

Telemarketing builds trust and helps you develop a lasting relationship with an individual through direct conversation.  Social media is a great starting point but to build those relationships, nothing beats the phone.

I personally believe that each marketing method has it’s place.

And how about combining the two?  From my years of telemarketing, when you reach a prospect and catch their attention, they often want to see some information.  Could you send me an email?  How about taking out that initial step and emailing them first?  Either look at purchasing lists where the relevant prospects have opted in or perhaps speak with the receptionist/p.a. – ask if you can email something through.  They usually say yes.  It makes the follow up call all the more powerful….

Also, due to the advance of the internet, it is now really simple to do some quick research on a prospect or client before you call them – which can only be a positive thing.

But remember – people buy people.  Relationships are important and nothing beats the interaction of talking to somebody directly, building that rapport and finding the solution to meet their needs through actually listening to them.

The Benefits of Coaching

So have you considered getting some coaching to help you on your way with your telemarketing?

Good coaching pays for itself – what is spent you will get back – one new client will make it worthwhile, making it effectively free!    It’s an investment that will make you money.

The benefits of coaching from a subject matter expert are huge…….it brings fresh perspective to personal challenges by:

  • Boosting confidence – via ongoing feedback and addressing concerns
  • Changing patterns in behaviour – through closely looking at what is happening and perhaps approaching it differently
  • Improving productivity and results – through clarity and definition
  • Guidance through those tough situations – your own sounding board
  • Greater ownership and responsibility – the coach becomes your conscience


For the telemarketing coaching programme to work, you need to be committed to devoting the time to making calls – otherwise it is a waste of your time and  money.  If you put in the time, the results speak for themselves!

Is there a smile in your voice?

This phrase always reminds me of an article I was reading on telesales.  It talked about “call centre staff with buttock- clenching smiles” – you try it as you are sitting there, it’s hard not to smile!!  It had us in fits here as we put to it to test as as we made our calls.

Remember, being enthusiastic and upbeat is very infectious.  That smile in your voice and sunny nature inevitably rub off on who you are speaking to, building rapport and helping you achieve your goal.

Have you sliced and diced your data?

Getting a great prospect list together takes time but it is time well spent.  Do you really want to be calling companies who are unable to afford your services?  Do you really want to travel 2 hours to a meeting when there are umpteen opportunities on your doorstep?  Qualifying your data before you start can save you time, effort and money.

It’s worth considering buying a list from a good provider – as with all marketing, I suggest buying a small amount first to ensure the quality is good and it meets your needs.

Voicemail – friend or foe?

We all know the feeling – voicemail AGAIN.  Did you know that 80% of phone calls go to voicemail?  There you are trying to reach that hot prospect and time and again you get the automated answer.

How about looking at it differently – it is an amazing opportunity!  You have the prospect’s undivided attention for 45 seconds – what a wonderful chance to tell them what you have to offer and the benefits it will bring them.  Keep your message clear and concise and let them know you will call back/if you would like them to contact you.  Having an outline script to hand will help so that you don’t waffle and let you focus on being upbeat and enthusiastic to encourage their response.

Perhaps leave them a voicemail saying you have sent them an email.  There is every chance they will look at it in their inbox if you have drawn their attention to it.

Remember though – speak slowly when you leave your name and number to give them time to write it down – perhaps say it twice and let them know when you called.

Voicemail can add the human touch, it’s personal.

Can you hear me?

Did you know that using a headset can increase your productivity by 43%?  It will also stop that aching neck and awkward posture as you try to write and listen at the same time.

Have a look at Plantronics – as they say – “hold the conversation – not the phone”!