To make telephone sales, it is necessary to determine the order of the manager's work with client objections. They appear in almost any conversation. Counterarguments may not exist unless the client has applied for a purchase independently. The main rule when objections appear is unobtrusiveness. It is unnecessary to persuade to buy something at any cost. It is more useful for the company to leave such a client, devoting time to others, more promising ones.
One of the most difficult situations that arises in conversations with consumers is when, in response to an offer, they say, “I’ll think about it.” This phrase is insidious in that it is a signal of refusal, but does not provide an opportunity to eliminate its causes. What should a manager say after hearing it?
Smooth over the tension with a question like, “When can I call you back?”
Remind about the end of the special offer.
Ask a straightforward question how to use the rcs database for direct marketing like: "What is it about our offer that bothers you?", "Does the product suit you in principle or were you initially looking for something else?". There can be two possible answers in this case. The first is when the interlocutor talks about his doubts (in response to this, you can offer him products that are more advantageous for him), the second is when he does not change his position. In the latter case, you should stop insisting and end the conversation so as not to cause irritation.
Using direct questions helps save the specialist's time, relieving him of the obligation to work with a dead-end situation. In addition, this approach helps the call center obtain the most reliable information about consumer behavior.
Handling customer objections
It happens that a potential buyer does not decide to make a deal because the price of the product is too high, in his opinion. Then the operator can offer a more budget option, saying that it will have fewer advantages and functions. A phrase like: "It is not advisable to save on such things" also works. Many people are familiar with it and it seems credible.
Another effective move is to calculate the exact amounts of savings with an immediate purchase. A telemarketer can say that soon the product will become much more expensive forever or that it saves so much effort, time and money. And without it, it turns out that the client will not save so much in a week, a month, a year.
End of conversation
It is worth ending conversations as if the client has already made a decision to buy. For example, you can talk about the features of using the item, the payment procedure, and so on. Before offering to complete the transaction, you can simply ask to fill out an application form. It will remain in the database, which will subconsciously bring the interlocutor closer to the purchase.
When working on instructions for telemarketing departments, specialists follow several important rules. First of all, they take into account that the ability to control the consumer's reaction is very important for discussing prices. Therefore, conversations that include the topic of money are transferred to the mode of personal meetings as much as possible. When they are impossible, calls are used. In text correspondence, it is almost impossible to adjust a person's reaction. Therefore, voice conversations are an ideal option for the vast majority of situations.
Another important rule is to achieve such a level of work of call managers, at which they always speak confidently. It has been proven that the feeling of discomfort of a telemarketing specialist provokes refusals in clients, prompts them to demand a discount. In order for operators to be calm, a lot of time is devoted to practice during their training.
The scripts they are provided with cover a wide range of issues. When creating them, marketers write several options for the same conversation at once. The manager can choose the one that best suits the specific subscriber.