What are the secrets to outbound sales success? Open Access BPO, an outsourcing firm with almost a decade of telemarketing experience, shares some tips about closing deals over the phone.
Closing a sale face-to-face with a client can be quite a challenge. On the phone, it can be twice as challenging since the agents have to rely solely on their conversation skills and not base on the customer’s body language to be able to tell if the deal has promise. Making a sales pitch on the phone is not a disadvantage if the representative is equipped with these selling techniques:
• Call qualified leads
Random cold calling can be an ineffective waste of time, so agents must make the most out of every minute on the phone by only dialing those who are likely interested and in need of your offerings. This is why when outsourcing to a call center in the Philippines, it is ideal to choose a firm that offers both sales and lead generation solutions. With a separate team finding, building, and organizing a list of solid leads for your salespeople, you could have higher instances of closed deals.
• Outline the call
Agents should prepare the necessary customer details before they initiate the call and the pitch. This is a good practice, even if the representatives can refer to a readily accessible customer info database while on the phone. With the customer’s buying history and preferences ready, the salesperson can outline the call beforehand. The mapped flow can give the agents an idea about possible reasons for refusal and devise plans B, C, and even D before moving on to the next prospect.
• Talk their language
This means more than just using the language that the prospective client is native to. The agent should talk in the tone and pace that the other party is comfortable in. Customers are more likely to say yes to representatives they’ve built rapport with.
• Listen for clues
Good salespeople listen carefully to what the customer says to be able to find clues about what he’d likely need. If he mentions a child, then offer a product or service bundle that’s suitable for families. His interests can also indicate what he could likely afford and turn down, so encourage side-topics from time to time.
• Keep the conversation two-way
The whole chat shouldn’t focus largely on the pitch; the customer must be kept engaged by asking them questions and letting them speak. This gives agents an opportunity to catch clues.
• Close with a question
When it’s time to end the call and close the deal, it’s recommended that the representative ask the customers if they’re ready to make the sale, instead of waiting for them to be the ones who express the intent to buy. After asking if they’re ready to push the order, your agent can follow this with a pause. Seconds of silence will compel the client to answer, and if the pitch was an engaging, convincing one, the reply would likely be positive.
Which of these pointers works best for you and your sales team? Do you have other tips to suggest? Feel free to share your thoughts and give insights on how outbound sales agents can close deals successfully.
