Telemarketing – Listening skills – Tips
November 16, 2009
Telemarketing is not just about talking at the other person on the other end of the line. Telephone conversations always have been 2 way events with both participants contributing. Listed below are some of the skills useful to any good telemarketer:
Re-Capping
This tells the other person you are listening to them. Saying things like “It sounds like you have already thought of this” or “From what you’ve said” show the other person that you are taking notice of what they have said.
Interrupting
Don’t interrupt the other person let them speak. Just think back to a time when you have been in a conversation and been interrupted. It is really annoying and you will find it difficult to keep them engaged.
Ask relevant questions
This shows you have an interest in what they do and also gets you valuable information but the key word here is relevant. Don’t ask them what they had for dinner for example. This again gives them time to talk and be part of the conversation and gives you another opportunity to listen.
Distractions
Don’t be distracted by other things happening in the office. These are things not to listen to. Keep focused and then you will always be on the ball if you are asked a question.
Don’t second guess the other person
Just because you are listening don’t try and preempt what the person on the other end of the line is going to say next. Give them time to finish what they are saying and then carry on the conversation.
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