10 "Musts" for Outbound Calls (1,103 words)
2. The right offer. In outbound telemarketing, the offer has to be compelling. Ask yourself: Why should somebody buy from you over the phone, right now?
It's smart to take away as many barriers to ordering as possible. "Make the offer easy to say 'yes' to," Korb says. He recommends a "satisfaction guaranteed" or "cancel at any time" policy. Also, be sure that price is not an issue. "For products under $69.95, there's not usually a big price barrier." An installment payment option is a possibility for higher-priced products.
3. Constantly talk benefits. What can this product or service do for the customer? How can it help their business or make their lives easier? Weave this benefit information into the script or the discussion.
You can also have the reps ask questions to bring out the customer's needs. For instance, if you're selling a temporary service, the caller could ask whether the person thought their temp agency was doing a good job. If not, the rep can ask them why, and then explain the benefits of the service you're selling.
4. The right service bureau (or in-house team). High-quality telemarketing programs are usually the result of either a well-managed in-house call center or a dedicated team at a service bureau, says consultant Liz Kislik, based in Valley Stream, NY. If you choose to outsource, she says it's imperative to maintain close contact with the service bureau.
Before you hire a telemarketing firm, find out if it has experience handling the type of marketing you do, Harper adds, explaining that an appointment-setting call is similar regardless of the industry it's in.
5. Human excellence, part I: hiring and training reps. "The better job you do training on the front end, the better results you'll have on the phone," Harper asserts.