Telemarketing is measured on how many ‘yes’ responses you get from your campaign, but to get to those positive responses, nine times out of ten isn’t as easy as a customer being instantly interested in your products or services.
Objection handling is the key to creating and controlling a positive outcome to your telemarketing campaign. It is not something that you can learn to do easily over night and is the ultimate telemarketing skill to master, and will require determination, motivation and thick skin from your team of telemarketers.
FEEL, FELT, FOUND
If you have ever worked as a telemarketer you would have heard of these three words a lot in your training. One of the easiest ways to handle objections well is to use these three key words in your response. So you begin with ‘I understand how you feel’ empathising with your customer will show that you appreciate what they are saying. You move on to ‘Many of our clients felt that way’ make your customer feel like they are not alone on their concerns. Finish your handling of the objection with ‘However they found that…’ use this closing statement to express the benefits of using your products or services.
Bouncing the objection back at the potential customer is one for the brave. Use their objection to bring it back to them with a yes you’re right however… and use their objection to give reasoning and positively re-enforcement of what you offer over competitors or the customers current provider.
Listening to your customer carefully will give you the chance to really understand their wants, needs and current concerns. It allows you to use information they have already given you, to use to over turn objections from them. Listening carefully and letting the customer feel like they have good control over the call will also be appreciated by the customer and will allow the customer to get their points across with ease.
KNOW YOUR STUFF
Knowledge is power, and ensuring you are up to date and extremely knowledgable about what you are trying to sell or provide to the customer is imperative for overturning objections well. Excellent knowledge will help you to differentiate between products that will suit individual customers needs and wants which will reduce chances of objections too.
Instead of going in with generic responses to objections, ask your customers questions to really get to the bottom of what their reasons are for not wanting to move forward with your products and services. This is an important and useful way to overturn objections and really get a better of understanding of your potential customers needs. It will allow you to personalise their experience and ultimately, will make the customer feel valued.
Overall, turning objections doesn’t have to be scary, and changing your attitude from taking no as an answer, to really exploring how you can benefit your potential customer with your products and services can be mutually beneficial in the long run. Here at Team Telemarketing, we pride ourselves on overturning objections with the ability to come to a positive conclusion with all of our client’s customers. We are experts in creating mutually beneficial relationships for both client and customers, it is important to us to create a positive experience for potential customers and conclude our calls with positivity no matter the outcome.