When it comes to telesales, customers may hang up within the first few seconds. Therefore, having effective sales scripts is like having a powerful weapon to conquer a large number of customers. In this article, Bellsystem24 Vietnam will highlight key points to consider when conducting telesales and provide effective scripts for various situations. Let's take a look!
Steps for conducting telesales.
Before conducting telesales, prepare thoroughly and develop an appropriate implementation plan based on the following considerations.
1. Research the target customer base to develop telesales scripts.
Based on your understanding and available customer data, thoroughly research the demographic characteristics and behaviors of your customers to develop an appropriate approach.
2. Choose the right time for telesales.
Many telesales agents make indiscriminate calls to their potential customers. This is not only ineffective but also negatively impacts the company's brand.
It is usually best to avoid sensitive times, such as customers' break times (e.g., from 12-1 PM, or late at night).
See also: The most effective telesales time slot
3. The first 10 seconds.
Mention the customer's name as soon as they answer the phone, while briefly introducing yourself and the benefits they can receive after this call. Then, stimulate the customer's needs with the data you have gathered from the available data. Talk more about the customer's pain points than introducing the product/service you are selling.
4. Assess suitability and propose solutions.
After the first 20 to 30 seconds, you can already assess whether the customer has a need for the product/service.
The following situations will often occur
- Customers refuse because they have no real need: Express your sincere gratitude, and remind them of the role and benefits of the product/service you sell before hanging up.
- Customers have the need but still refuse: This assessment will be difficult and become more sensitive, requiring telesales staff to have experience. Noticeable signs include hesitation between products on the market (in this case, your competitors or substitute products), or customers who understand your product/service quite well but are reluctant to commit. In this case, highlight the unique features and greatest advantages of the product/service you are offering to persuade the customer.
- Customers with needs: It's really easy. Conduct in-depth consultations based on sample scripts. You can continue reading the article for reference.
Processing
- In the event that the customer has no need: Perform cross-selling if applicable. Thank the customer and don't forget to mention the product one more time to leave a lasting impression on them.
- If customers are hesitating or undecided: Convince them with the advantages, unique features of the product/service, and after-sales programs. (Note: Do not disparage competitors). Perform up-selling and cross-selling of related products/services.
- If customers have a need and show interest: Provide detailed information related to the product/service. Offer promotions and after-sales services, if any. Perform up-selling and cross-selling. At the same time, clearly state the forms/procedures of buying and selling.
When developing a telesales script, you must anticipate situations that may arise.
5. End the call.
- Never be the first to hang up, unless requested by the customer.
- Always ask questions at the very end of the call to extract more information from the customer. For example: Do you have any questions about our promotion? Or any other related questions you can think of.
- Please allow us to retain customer information.
6. Store customer information.
Specifically categorize customer needs, customer status, customer segments, etc., into a file or CRM for easy tracking and remarketing.
7. Implement customer service and remarketing.
Many telesales people skip this step.
Statistics show that customer care and remarketing yield a success rate of up to 14% on your total customer base.
On average, for every 100 potential customers who are nurtured and re-marketed to, 14 will become your customers.
You can perform simple tasks such as: Calling customers to check in with them using polite, non-work-related phrases. After doing this several times, try to stimulate customer demand once again.
Effective telesales script template
| Field | Script |
|---|---|
| Bank credit card | See details |
| Financial loan | See details |
| Real Estate | See details |
| Insurance | See details |
| Spa, beauty | See details |
Leading telesales service in Vietnam
With experience operating call centers since 2006, we have implemented hundreds of campaigns. telesales Successfully serving major brands such as Viettel, VTVcab, UOB, K+, PVI Insurance, Abbott, California Fitness, etc. Contact us today for a consultation on our solutions.
