Across different industries, trends and communities, may it be business-to-business or business-to-consumers, there’s always a common denominator when it comes to telemarketing calls: questions.
Questions are inevitable, and it’s always part of the process – the hardest, in fact. It’s the defining moment of each call, where the fate of the conversation relies upon. Just like a beauty pageant; after all the catwalking and the dancing and the swimsuit donning, everything still boils down to the question-and-answer portion. If you can’t answer convincingly, you lose the competition.
Actually, when you come to think of it, a prospect who throws a lot of questions is a good thing. It’s definitely better than someone who doesn’t seem to care and would slam the phone on you after 5 seconds.
As a telemarketer, be on the lookout for these 4 types of questions from your prospects:
1. Uncertainty. This line of questioning usually stems from a prospect’s doubt over your identity; that is, you and the company you’re representing. They usually know that it’s a telemarketing call and they’re just a little suspicious about who they’re talking to.
Examples: What’s your company again? Where did you get my information? Where are you calling from?
Quick fix: Put the prospect at ease by providing specific answers. Avoid being on the defensive.
2. Red flag. Usually thrown within the first few seconds, red flag questions indicate that the prospect did not fully understand the purpose of the call. They heard you say your name and your company right, but they have no clue what you’re calling about. That tells you something has gone wrong with the way you opened up the conversation.
Examples: I’m sorry, why are you calling again? Is this a survey? Are you going to be asking a lot of questions? What is it that you want?
Quick fix: Start fresh. Say something like, “I’m sorry, let me start over.”
3. Technical. Finally, a sign of interest. When prospects start asking about specific details of a product or service, it’s time for you to put your best foot forward. As much as you can, answer with clarity and expertise. But don’t celebrate yet – they may be just trying to determine if what you’re offering them is compatible with their needs. Sometimes, they would also challenge your product.
Examples: What software version is that? Does it work on any system? Why would we need that solution?
4. Lead cues. You’re almost there, and all you need to do is to wrap the package with colorful papers and tie it with a shiny ribbon. Be careful not to give too much “commitment” sounding information, as it may overwhelm the prospect and decide against the appointment. Just provide the important details and thank the prospect for his time.
Examples: How much is that going to cost us? Will the demonstration be invasive? Can you send me and email of the appointment? Who am I meeting with?