Telemarketing Call Log

I think that the most neglected lesson of all in sales is the importance of keeping track of one’s personal statistics.  Many salespeople are ignoring their own numbers.  

You know that in order for you to make X sales, you have to set XX appointments.
 

In order to set XX appointments, you have to talk to XXX prospects and ask each one for an appointment.

In order to get XXX completed calls, you have to make XXX calls to begin with.

The point I’m making is that by understanding your ratio and monitoring it with an ongoing method, you can be much more successful.

Appointment Setting Advice

1.  Stand Up - Talk Loud - Be Confident - You will come across more confident if you are standing up or walking around.

2.  Phone calls are never longer than two minutes.  The phone call is an invitation, not a presentation.

3.  Whoever is more certain will always win.  You call to tell them, not ask them to come.

4.  The mistake people make is to try to recruit them or to sell them.  The outcome is to get an appointment only.

5.  We are not calling to inquire if they want to sit down with us or not.  I am calling to set-up the appointment and assuming that they are interested - that they want in, they just don’t know it yet.  Everybody likes structure and to be guided what to do through good questions.

6.  They ask one question: 75% will meet.  Two questions: drops to 20% and three or more: is near 0% - you have given a presentation, not an invitation.

7.  If they have other questions, say “That's a good question.  Let’s get together at the place of your business and discuss this further, and if I’m with you more than 30 minutes, it’s because you have a bunch of questions.  Fair enough?"

Telemarketing Objections and Rebuttals

Whether you have been selling for a day, a week, or a number of years, you know that whenever you make sales calls, there are objections. But objections are really your opportunity to sell. They give you a chance to focus on the major issues that concern your prospect, and turn them to your advantage in order to make the appointment and later the sale.

An objection has to be treated as a hurdle. You must know how you plan to turn around each objection you face.

In a lot of seminars and trainings that I have joined for telemarketing, I have encountered common objections that come up again and again. We’ll be discussing them here; if you’ve been selling for a while many may be quite familiar. Look closely at these and at the ways you can jump each of these hurdles.

You know I'm glad to discuss this with you sometime, I am busy right now.
Mr. Jones, it’s not my intent to inconvenience you. I’m not going to waste your time; I don’t have a lot of time anyway. I’ll be as brief as possible. If you don’t like what you hear, please stop me and I’ll get out of your way, ok?

I am not sure. I am not interested at this time.
You know something, maybe this is not for you but let me just ask you one more question and I’ll get out of your way. If I can show you a service that you and I will benefit each other, would you give it any consideration?

I am not interested and I am satisfied with our marketing right now.
I can appreciate that. You know something some of our clients told me exactly the same thing until we had a chance to discuss them all the ways we could save time and money by allowing you the advantage of being in front of the customers in your market area. Mr. Jones, if you allow me let us set an appointment at the place of your business to discuss this in a little more detail. Tomorrow afternoon at 2 o’clock, is that a good time for you?

Send me an email or literature.
We don't send out materials Mr. Jones, instead I’m glad to explain it to you now on how we can (benefits) while saving time and money, I’ll be as brief as possible and if you don’t like what you hear I’ll be the first person to advice you to pass on this. Fair enough?

The prospect gives you resistance on the money.Response # 1: I can appreciate that. I know it's not about the money. Let me ask you this, have you ever bought something and you knew you can't afford it? If you want it badly enough you get it, is that right? If you believe and see how you benefit by (benefits), you're going to invest for it, you get it.

Response # 2: I can appreciate that. Is the money the only thing standing in the way? If you have the money would you get started? Well if you believe and see how you benefit by (benefits), you will somehow find a way to do this, like maybe you can borrow the money or let’s put it your credit card. If you really what to do this, you will do those things. It’s not really about the money, right?

You get more yeses to your cold calling by making it easy for your prospects to say no to you.

• Hey, I can appreciate what you're saying. If I were in your shoes, I’d feel the same way. I certainly wouldn't expect you to take my word for it. Mr. Jones, with your permission, I'll take my case in less than 5 minutes, if you like what you hear, then let's discuss the next step, but for any reason you feel this is not for you, then I'll be the first person to advice you to pass on this. No hard feelings either way. How does that sound to you?
• You can accept it or reject it as you see fit.
• I would have no hard feelings whatsoever. If you look through this program and feel it's not for you, hey no hard feelings whatsoever. In fact I'd be the first person to advise you to pass on it. I wouldn't even want you in my business if you didn't feel completely comfortable. Fair enough?
• If you like the program/our services, we can discuss the next step. If not, I'll have no hard feelings. Fair enough?
• If you'd like to take a look at my program, that's fine! When I’m finished if you like what you see, we can discuss the next step. If not I’ll have no hard feelings, in fact I'll be the first person to advise you to pass on it. Fair enough?
• You might like this, you might not. Either way is fine with me.
• I'm the easiest person in the world to get rid of. All you've got to do is say - this is not for me.
• Mr. Jones, this may or may not be for you. You can accept it or reject it as you see fit, that's fine by me. And by the same token I can decide if I want you to be a part of this program or not. I'm particular about who I'm looking for. So with your permission I'll show the program to you, and if you like it we can discuss the next step. If not, hey no hard feelings. I'm the easiest guy to get rid of. Is that fair Mr. Jones?
• This may or may not be for you, with your permission I need to ask you a few question. May I do so?"
• You know something, based on what I'm hearing, I don't really believe this program is for you. But I do want to thank you for your time and courtesy anyway. Do you have any questions before I go?

Whenever Someone Is Giving You Resistance

• I can appreciate that.
• I know what you mean, I’ve been there myself (only if you have been there).
• I know how you feel. I felt the same way until I found out that...
• I don't blame you for feeling that way.
• We belong to the same club.
• I’m sure I would feel the same way if I were in your shoes.

Inquiring Buffers

• May I ask?
• It would be helpful to me if I could understand more about your situation, so may I ask you a few questions?
• No problem, I can appreciate that. May I ask why? (if people say no to you)

Prospecting Buffers

• I’m sorry to bother you.
• Is this a convenient time to talk?
• Do you have a moment to talk about this now?
• I don't know if you could help me or not.
• I’m sorry to bother you. I don't know if you could help me or not, but did I hear you say that you're concerned about...?

Cushion Buffers

• With your permission...
• May I make a suggestion? (when you want to close or make an appointment)

Comfort Buffers

• It’s not my job to inconvenience you.
• It’s not my intent to inconvenience you.

Agreement Buffers

• I agree with you, you shouldn't have to do that either.
• That makes sense to me.
• I wouldn't expect you to take my word for it.

If You Need to Apologize

• I think I’ve caused you to misunderstand me. May I re-explain what I mean by that? 
• I want to thank you for bringing that to my attention. (if someone is mad)
• Oh! I'm so sorry. I did not mean to imply this was a "get rich quick deal." There is hard work involved in this for people who make the big money. May I explain what I mean by that?
• I can see by your expression that I'm not explaining this correctly.

Face-to-Face Meeting

• Folks with your permission, I want to show my program to you and I have a tendency to talk to fast and I don't know why, but if I talk too fast as I go through this, would you please slow me down?
• Mr. and Mrs. Jones, with your permission, as I go through this program, if there's any part you feel uncomfortable with, please stop me. I'm very easy to get rid of. It's not my job to inconvenience you, so please stop me if you see or hear something you don't like. Would you do that for me please?
• If you feel the least bit uncomfortable, please stop me.

If Someone Is Really Resistant

• Hey! Welcome to the club and I can certainly appreciate what you're saying. You know something, with your permission; I'll show this program to you. If there's any part of this you feel the least bit uncomfortable with, I'll be the first person to advise you to pass on it. 
• I can appreciate that. I wouldn't want you to be a part of this if you felt the least bit uncomfortable. It wouldn't be good for you, it wouldn't be good for me, and it wouldn't be good for my company. How does that sound to you?

Call Script for Timeshare or Travel Club

Introduction
Hello Bob, My name is Andrew Borda with Royal Palm Travel here in Dallas. I am just curious if you would be open to talking about a word-of-mouth advertising promotion that you and your spouse can take 3 days and 2 nights of hotel accommodations plus 2 round trip airline tickets to your choice of Las Vegas; Cancun Mexico; Orlando Florida; Montego Bay Jamaica; or New Orleans. This may or may not be for you, but if I can prove to you beyond a shadow of a doubt that money is not the issue, would you give it any consideration?

Brief Description
We are operating travel and vacation agencies across the US and now we are promoting one in the Dallas-Fort Worth-Arlington metropolitan area. As our way of doing word-of-mouth advertising, we are giving away 3 days and 2 nights of hotel accommodations plus 2 round-trip airline tickets, and regardless of which vacation destination you choose at no time, you are required to buy, sign, or join anything to receive what we're offering. But I'm sure at the back of your mind you’re probably thinking what is the catch, right?

The Catch and Presentation
Bob, let's get together and discuss this in a little more detail. It only takes an hour and a half of your precious time. We simply introduce to you our company; we just want your honest opinions, feedback, and suggestions on how we could improve our company and how we could accommodate our guests better; I’m pretty sure if you have a great time on your vacation you will tell your friends, relatives and neighbors good things about us, right?

That’s what we are after! So instead of the costly billboards, regular newspaper ads, radio or TV commercials, what we are doing right now is giving you a sample of what we can offer, because we both know that word of mouth is still the best advertising you can get no matter what business you are in, don’t you agree?

Vacation Packages
So let me ask you, among the lovely destinations that I mentioned, which sounds more appealing to you? Would that be Las Vegas; Cancun Mexico; Orlando Florida; Montego Bay Jamaica; or New Orleans? . . . That’s a great choice!

If his choice is Las Vegas - Bob, in Las Vegas you’ll be staying in one of our casino hotels definitely on the strip. 3 days and 2 nights of hotel accommodations plus 2 round trip airline tickets, with no strings attached, no salesman bothering you, it’s a real deal vacation.

If his choice is Cancun Mexico - Bob, in Cancun Mexico, you’ll be staying in a beachfront hotel in La Isla de Cozumel. 3 days and 2 nights of hotel accommodations plus 2 round trip airline tickets, with no strings attached, no salesman bothering you, it’s a real deal vacation.

If his choice is Orlando - Bob, in Orlando you’ll be staying in Lake Buena Vista, just a few blocks away from the gates of Disneyland. 3 days and 2 nights of hotel accommodations plus 2 round trip airline tickets, with no strings attached, no salesman bothering you, it’s a real deal vacation.

The good thing about this vacation is you have the whole 12 months to use it. We will give you a year to think and decide when you will use the trip. Sounds good, right?

Quick Recap
So basically that’s it! We simply invite you and have a great time with us and expect to make a few new friends. If you have an interest in joining our Vacation Family, then we will help you to become involved at the level that is most comfortable for you and your family. But again, no matter what the end result, you will walk home guaranteed to receive the Las Vegas vacation package with absolutely no cost at your end. Fair enough?

Appointment Setting
Great! So I'll be reserving two seats for you and your spouse and the Las Vegas vacation package. We have schedules for tomorrow at 6 or 8 p.m., which time works for both of you?

Qualifications
1.  I will quickly verify your information and make sure we get it right.
2.  I have your first and last name as Bob Jones, is that correct?
3.  May I ask for your spouse's name, please?
4.  Both of you have a combined household income of above 50,000 a year?
5.  Are you between the ages of 30 to 70?

Email
Bob, you will be receiving a letter, it is proof that everything that we are discussing now is true and I am not giving you the wrong information. The best and fastest way for us to send it is through your email. What is the best email address for you?

Secondary Phone #
We will be calling you back to better assist you in claiming your gifts, just in case we will not reach you at this number, do you have any secondary number like a mobile or a working number?

Credit Card
Since the vacation package that we're giving you is so valuable, we want you to bring at least two valid IDs, a driver’s license or a state ID, and 1 major credit card. I’m sure you have those IDs right?

If Bob shows resistance:
Don’t worry about the credit card it will not leave your hand and we will not ask for any information or the numbers, we just want to see your name printed on it; we want to make sure that we're giving the gifts to the right person.

Confirmation
Bob, one of our confirmation officers will give you a call back within the next 15 minutes. You will be receiving a gift code, which is a series of numbers that will serve as a pass by the time you claim your gifts. Please wait for the call, alright? Thanks for your time. Again this is Andrew Borda with Royal Palm Travel here in Dallas. Have a good one.

Web Design and Development Services | Calling Script (Inbound Leads)

Hello I am calling to speak to Bob Jones please?

Bob my name is __________, and the reason I am calling you is that recently you went to our website and indicated that you had an interest in Web Design and Development, is that correct? Do you have a moment to talk about that now?

Bob, to introduce myself a little bit better to you, I am with the company called _______________. We are offering Web Design, Web Development & SEO Services. We determine each client's specific needs and then develop a custom website that will help them achieve their goals.

May I ask, if you get everything you want from Web Design and Development services, what would that be?  And what is most important to you when choosing a company for this?

Bob, most of our clients have a price range in mind when considering this, what is yours?

How many other companies have you looked at for this?

Let's say for a minute you were to move ahead with this, and that it continues to work for you as well as it works for our other clients, what are some of the positive benefits you can see yourself?

Bob, you mentioned that if you get everything you want from Web Design and Development services _________________________________ and the most important to you when choosing a company for this is _______________________________.

If I can show a service that will completely meet your needs, would you consider taking some time today to fill out a Website Design and Development questionnaire?

Who will be making this decision with you? And after we submit the proposal, what happens next?

Bob, I will send the questionnaire within the next hour, what is the best email address for you?

As soon as I received the answered questionnaire, I will forward it to my Account Manager for his review so he can prepare a proposal for you. With your permission, I will forward your contact information and I will have him call you to discuss what you are looking to accomplish and how we can help you, may I do so?

Just in case you can't be reached at this phone number, what your secondary phone number is?

Bob, do you have any questions?

Basically, that's it for now... Thank you for your time and courtesy. Again, my name is __________ with _______________. Have a great day!