Wow. U must be putting out a bad aura to everyone you speak with. I work in a call centre and lots of people have the same experience as u how ever those with a positive outlook and a really good intro and short story have more easy customers. It’s all about what you put out to the world.
Really? I try and be like this if I have to call but I find most people on the end of customer services are extremely depressed uppity lobotomites who seem to be annoyed that they have to help you by doing their job
Take it from me, NEVER assume the sale for inbound calls. They called for a reason, they are interested already. Just answer the questions they have and advise of the products you have, then ask for the sale. And NEVER say bullshit like " oh, you need to take advantage of our special offer", way too pushy. You advise of all that straight up, say it used to be (for example) $150 and now it's $100. No offer is "special". It is what it is. Then just ask them, "do you want to go for that now?" Be honest, casual and speak to them like you would your friends. I've been doing inbound sales stuff for 11 years and this is the best approach.
@@benhenderson9407 it’s easy once you get that map in your head - just have a conversation and inform - take an appointment or order - transfer if needed. Information level isn’t any higher than brochure level. Generally less.
You know what? I want a real call with shitty reception, with the customer being an Old(easily pissed) lady whose name is not Jen and that cannot hear a word you say and you cannot either because she mumbles all her words and stubbornly refuses to repeat herself gets pissed and ask to speak to a supervisor who is gonna have the very same problem with THEN I would believe that example.
Outbound cold calling is on another level. Interrupting people (who are sceptical of sales calls in the first place) and getting them to entertain taking time out of their day to speak to you to generate an appointment is the hardest part of a sale imo.
This is a very old school approach to a sales call that almost never works in the real world. This is the kind of approach that call centres take when they have a 100 agents and therefore they will just give you a script and expect you to follow it. She needs to adopt a consultative approach to sales and be able to ask the customer the right questions and understand exactly what the customer is looking for rather than just trying to push the product on him. She also didn't sell any of the benefits of the product apart from saying that he will be saving 50 dollars. While this is a significant benefit a customer is almost never going to change his mind as easily as he did in this call. She should try outbound calling if she wants to develop her sales skills and if she wants to learn how to think on her feet.
Am currently reading a lot of business books and this is definitely an old school sales approach towards a customer. Thank you for posting this video, it is informative and has given me an idea between what a cold calling is like and letting the customer decide for himself if he wants to go for it or not. I am still a newbie when it comes to sales or just influencing the customer's decision when he is about to buy. I will read more and hope to improve my ability in sales and negotiation.
One glaring mistake here is that she asked "do you have a credit card handy?". Although this was a scripted call, the customer could have easily said "no" (and most people WANT to say no) to that question and that would be yet another blocker. Instead, she should have simply skipped to, "and which type of credit card do you have?". You cannot answer that question by saying "no", and most people would feel like they have already committed to giving her money after agreeing that getting the upgrade right away was a good idea. LONG STORY SHORT, if you're going to assume the sale, you should assume the payment as well.
Well I also do this all the time, assuming the sale technique. It really works for me, it helps me to pull out the real objections frm clients. Sometimes, ppl feel a bit of under pressure wen u use this technique but always try to be nice to them after the 1st objection to show them that you are here to help :D
Three updates for the price of one! Wow, that is some kind of smooth salesmanship. If the Navigation system worked fine during the years not updates, apparently, an update purchase was not required.
its not that this works everytime. its just to give ideas to ppl who are new to dealing with call sales. it's not about always making the sell, its about making sure the customer understands the advantages of what you're offering. sometimes this will work, sometimes they just can't afford it.
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It was not an objection, and if it was neither then was it addressed. It seems to me a fake call. Wish she make outbound call and talk to a customer who is late for office, or was in a meeting. I would love to learn from her how to overcome his objections or trying to call him again after he abused, threatened and hanged up.
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It has very good points to take in consideration such as assuming the call and the rapport, however I've been a bilingual CSR for more than 12 years and once in a blue you might have a smooth call like that one, but the real deal is totally different from the office and the equipment this lady have on the video down!! lol!
Fighting for a sale in terms of price is an uphill battle. Even if you won that battle, your future business will have the expectation that you discount your product again. Speak to the issue. What problem does the product solve? How does it make things better? Good discovery and questions should reveal the pain points for you to match up features with needs to reaffirm why they need to do this right now.
The only thing I would add to this call is, is there anything else he may need or want. Ask him about his map what he feels he is missing. Touch the motivation and pain points. Go from there.
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I'd ask for a quote n d then ask how long will that quote be valid until. Lock down a price and time to think about it. I can always call afterwards before the end date of the quote with the quote number provided.
Hi do you have a video of an outbound call? I see you did inbound but I work in an outbound only department and people keep hanging up on me after I say hello. So any videos with outbound sales would be great
Hi guys can someone help me out here. I work for a call center and we receive inbound calls as well, most calls are from people complaining about extra charges on their bills. How do I make the transition to a sale?
One thing that I can assure is that this wasn't a real sales customer call by the body language and confidence of the sales rep towards the customer. Plus no customer would straight away jump into buying it like that by just hearing one benefit!
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Well, I've been selling over the phone for years and... things aren't always this smooth. More like never. But a very cute and pleasant young lady nonetheless.
Many stupid people around here saying negativity about her. We all know this is some kind of mock calls, but this video shows the way how to talk or convince a customer and should be very professional being in a call center.
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The real point in my own case, is to improve my very rusty english level. I really feel disappointed of myself. I am from Colombia and I hate spanish. I hope I can pick english up...master it.
Umm....why do you hate spanish? It's one of the most spoken languages in the world. You just sound like another self-hating dude that feels insecure about his cultural background.
@@estebancordoba5980 You're some right yet I really long to enhance my L2. The point is that I am a teacher, which reminds me improving every day. To be bilingual is really important to me, above all mastering English. Besides, it's really frustating whenever I don't understand native speakers, keeping in mind my job.
I have started to forward all of my telemarketing calls to my congressman Steve Chabot. I am on the National Do Not Call List left his office deal with these illegal calls.
The telemarketing guys are the only people who think that only they are busy and rest of the world is doing nothing. How disgusting it is to receive a call in middle of a traffic or meeting or office, with somebody saying " would you like to buy our credit card, insurance or loans sir". I imagine if any busy person ever listens to them properly ?
I understand you feel that telemarketers feel that way but we don't. We know you are busy and we don't like to call when you're busy but it's our job. You have a job to do and we have a job to do we don't want to piss people off but it's just what we have to do for the job. We all have to do things in life we don't want to do because it's a job
I have encountered with many insensitive telemarketers, who in order to fulfill their targets forget or don't even care whether the person on the other side of the phone is busy or in grief or is unwell. I believe that you too are a telemarketer and may be sensible. But my experience with telemarketers has mostly been disgusting. I just want to request you please don't think that all the telemarketers in this world are as sensible as you are..so don't use 'we'.
