Table of Contents [ Hide ]
1. Contact with the customer – start with good preparation
2. Conversation with a client – the most important rules
3 How to Conduct a Conversation with a Client? What Else to Remember?
4 How to ensure good customer contact? Support yourself with modern tools
Customer contact – start with good preparation
In order for the activities to be profitable – that is, to generate profits without generating high costs – they should be preceded by good preparation. It is worth paying attention primarily to aspects such as determining the budget and choosing the right communication channels. Telemarketing, or marketing by phone, is precisely the field that allows you to reach a wide group of recipients, with the possibility of activities that are to some extent targeted/personalized – that is, the database may contain contacts potentially interested in the service (e.g. decision-makers in companies in a specific industry).
An important element of preparation is therefore creating a good database. You must remember such aspects as GDPR and other formal issues. It is also necessary to purchase infrastructure - hardware and software. A contact center office can help you with all these aspects, allowing you to conduct activities faster, with less energy and costs. The key role in the telephone sales process is played by the person conducting the conversation - that is why it is very important to train consultants in advance.
Conversation with a client – the most important rules
It is good communication that has – in addition to price and other sales conditions – a decisive influence on the possibility of concluding a transaction. The key to success is a good approach – the consultant should be convinced of the product/service they offer. Otherwise, it will be difficult to convince the recipient to buy. A negative or indifferent attitude is easy to detect during a conversation.
Also read: The perfect job for a student in a contact center
It is also important to approach the customer individually and take their perspective. You should not praise your product or service without any basis, but rather bring closer how your offer can help the customer or solve their problems.
Many consultants forget that a telemarketing conversation should be a dialogue – you shouldn’t bombard the customer with a stream of sentences in the hope that they will buy your product. Remember to listen carefully: answer questions, clarify doubts and tell why your product can help this particular customer. Be empathetic, show interest, but also be specific (usually in a sales conversation you are the one who takes up the other person’s time).
How to Conduct a Conversation with a Client? What Else to Remember?
Remember the preparation mentioned earlier – make sure you know who you’re about to talk to. Of course, as much as possible. However, make sure that your interlocutor doesn’t get the impression that their number was dialed completely at random. Of course, you also need to know everything about the product or service you’re going to talk about. During the conversation with the customer itself, pay special attention to:
Friendly greeting – first impressions are very important, so a smile (which you can always “hear” on the phone) and an enthusiastic tone can make or break the entire conversation. It’s worth not skipping this step and showing interest in the customer’s needs.
Be confident – be convinced of the benefits of your product/service. This is the basis for convincing the customer.
Remember to listen carefully and adjust the flow of the conversation to the client – you don’t have to stick too closely to a prepared script. Personalize the conversation, for example by using the client’s name and asking questions.
Be precise, specific and use the language of benefits – say how much the client can gain, what tangible benefits your cooperation can bring.
Focus on solving the customer's problems (take their perspective).
Be professional – in every aspect of your work, from tone of voice to the appropriate wording of questions and answers. At the same time, be empathetic and try to adapt to the mood of the other person.
End the conversation positively – make sure the client feels satisfied with the conversation. Thank them for their time and express your willingness to continue working together. Also inform them about the next steps – schedule a date for another conversation, meeting or provide a time when you will send additional information or materials.
Also read: How to arrange meetings by phone?
Remember to also record the conversation – ideally in real time, by creating notes in the CRM system. You can also use call recording (remember, however, that the other party must be informed of this fact).
How to ensure good customer contact? Support yourself with modern tools
Modern telemarketing services are implemented using many innovative technologies. This in turn translates into very high effectiveness of such activities. Nowadays, call center/contact center offices use software to efficiently conduct conversations. Automation is used at every stage of the process - from dialing numbers, through the possibility of active note-taking during the conversation, to recording its effect. All this means that more conversations can be conducted, at a relatively low cost. Combined with good preparation of consultants, this guarantees good effects at relatively low costs.
