12 Steps to Successful Telemarketing Calls
11. Appointment Close
This step is simply to secure the prospect's commitment. At this point, if the prospect is interested, the agent should thank him or her for the time and consideration, and set up a convenient time to meet or send a sales representative. The agent should use a contained close such as: "I have [day and time] or [day and time] open...> What time is better for you?"
12. Post Close
Finally, at Step 12, the agent post-closes to tighten the prospect's commitment level and obtain any pertinent information needed before disengaging the call. If the prospect just wants additional information about the product or service sent, the agent simply can reply, "I would be happy to. Once you have had the opportunity to review our information, we would like to gain your feedback. Does that sound fair enough?"
If the prospect is pleased with the transaction, the agent can close by saying, "Thank you for your time and consideration; you have a pleasant day."
Script writing is an art and needs careful attention given to the direction, verbiage and style of the presenter. Whether your scripts are written for inbound or outbound calls; if your agents handle customer service, tech-support or sales calls; or if they are making cold calls, these 12 steps should enhance agents' style of delivery and give them greater control of the call.
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Kathy Sisk is founder and president of Kathy Sisk Enterprises Inc., a global consultancy specializing in inbound and outbound call center training, recruiting and outsourcing services. Sisk is the author of "Successful Telemarketing," a handbook on how to set up and manage a successful call center. For more information, visit www.kathysiskenterprises.com, or call her at (800) 477-1278.