How to Survive as a Telemarketer

Being a telemarketer may not be physically demanding, but it can certainly be stressful. These are some guidelines on how to best cope with the daily grind.

Difficulty:

Moderately Challenging

Instructions

1. Know your customer. He may be having a bad day, or he may just be a jerk. Either way, match his speed, pitch and attitude. Don't be rude, but sometimes being blunt or even slightly abrasive will get you the sale.

2. Be consistent. Don't ever yell at the customer. Yelling won't get you a sale, but it will get you fined or fired. It is generally recommended that, while your speed should match that of your customer, the volume of your voice should be higher. Typically, try to speak 20 percent louder than your customer. This will help you maintain control of the conversation.

3. Understand that you must know your product. Don't settle for less than perfect knowledge. Even if your manager doesn't provide all of the training you want, do your own research. Knowing the product inside and out will help you overcome objections.

4. Be ready to talk. Nothing will put a customer on the defensive more quickly than having to prompt you to speak to them. When they answer their phone, jump right in. Don't hesitate for even a second. If you're prepared to do your job, they're more likely to listen.

5. Know the law. Read up on the latest TCPA (Telephone Consumer Protection Act) statutes, and the laws of the states you're calling. This will allow you to more comfortably deal with irate customers. Also, know your National Do Not Call rules. Often, telling a customer that you're allowed to call them because of an existing business relationship will put them more at ease.

Tips & Warnings

• Many telemarketing clients like to do seed calls. These calls are executives with the client company, and they will try to trip you up. It's not even unheard of for them to keep you on the phone for nearly an hour, ask you obscure questions, then request your supervisor in order to grill them.