Inbound Telemarketing Tips
Inbound telemarketing means taking customer service and sales calls from customers looking to make contact with your company. The idea of fielding calls from customers that pre-qualify themselves can seem like simple sales work, but if you are not prepared properly, you can lose that sale. Follow proven inbound telemarketing tips to improve your chances of closing that inbound sales call.
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Professional Greeting
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When a potential client makes an inbound telemarketing call, he is expecting you to sound professional as soon as you pick up the phone. Be sure to give the client what he expects and have a professional sounding greeting ready to deliver each time a client calls. Practice your greeting on friends and colleagues, and refine it every so often until becomes an effective and professional greeting.
Listen
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An inbound-calling customer often has a very specific need or question on her mind. In some cases, she may not know exactly how to ask the question because she may be unfamiliar with your product. Allow your customer to speak until they either stop talking, or ask you a question. Do not interrupt the customer, and listen to what she has to say. She is calling you for answers and to purchase a product. The only way you will find out what product to sell her is to listen completely to what she needs.
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Pertinent Questions
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Over the course of your inbound telemarketing career, you will begin to develop a list of questions that every customer should be asked. It may come from your product training experience, or it could come from customers calling to complain that you left information out when you spoke to them. Make notes of all of the pertinent questions that need to be asked and be sure to ask them on every call. Some question topics include shipping methods, payment options, product accessories, warranty upgrades and product return information.
Focus
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Always keep your inbound telemarketing call focused on closing the sale. Some inbound call customers may already know what they want and feel it is acceptable to just talk for a while, and others may start talking about things related to the sale and then start to go off on a conversational tangent. You cannot make eye contact over the phone to help the customer stay focused, so you need to learn how to keep steering the conversation towards the sale. If you allow a customer to talk too far off the sales topic, he may forget why he called or what he wanted.
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- Photo Credit waiting for your call image by Peter Baxter from Fotolia.com
