Telemarketing Guidelines

Morning Cold Call And Appointment Calling

What is Telemarketing?
market research database building lead generation customer care/building loyalty selling services/ products to new customers cross selling and up selling products/services to existing customers generating interest in a seminar/event/exhibition debt collecting account handling

Where does telemarketing fit into your organisation?

These communication tools can include some of the following Advertising Direct marketing Company brochures Editorial Exhibitions Seminars and conferences Corporate hospitality Personal selling

In Jia Dreams Telemarketing forms a part of Direct Marketing Strategy.

Sekilas mengenai Jia Dreams

Jia dreams didirikan sejak tahun 2001, dengan nama badan 2001, usaha CV. Citra Perkasa dan telah terdaftar sebagai CV. perusahaan kena pajak. pajak. Pada tahun 2009 Jia membagi dua bidang usahanya agar semakin fokus yaitu dengan membentuk badan hukum baru yaitu PT. Jaya Impian Abadi ( JIA ) sebagai anak PT. perusahaan dari JIA Group. Group.

Our Services
JIA ( PT. Jaya Impian Abadi ) Group Brand Activation / Events / Experiences Branding and Media Innovation CV. Citra Perkasa Sales Promotion Personal Selling and Direct Marketing

Who makes a good telephone salesperson?

A good telephone salesperson is someone who: prepares well, and who does his research before the call knows the market place and the competition knows his products or services is a good listener, and does not always have a desire to talk about himself can develop an empathy with the prospect or customer has enthusiasm and a professional manner.

The disadvantages of using the telephone as a marketing tool

55% of our interpersonal communication is based on what people see. When people meet you they make a judgment about you based on how you look and how you act i.e. your body language. 38% of the impact we make on others is based on what they hear. People will make assumptions about you from the sound of your voice, and whether or not you have an accent. 7% of the impression we make on others is based on the actual words we are speaking.

Impression in Voices
On the telephone, with the vital visual element missing, you need to work harder to Communicate the right image and impression. The only impression the customer, or prospect, can have of you is through your voice. Ninety-three per cent of the impression you give out to the recipient of your call is based on how you sound.

Problems
more difficult to establish rapport The telephone is intrusive People are more likely to jump more readily to wrong conclusions Callers and receivers are tempted to do other things whilst talking on the telephone It is more difficult to communicate accurate information people remember more of what they see than hear You can be cut off at any time You may have to pass through several people

Planning your telemarketing

Plan who you are targeting Tips : The more you know about your target customers and the language they speak the more successful you will be. Identifying your target audience Tips : The more you know about the sector you are targeting, and their practices, the more informed you will be about the best times to call them.

Setting your objectives

To secure an appointment To obtain an order To re-activate a dormant customer To mend a broken relationship To cross-sell another product or service To up-sell To obtain information to update your database To find out the name of the decision maker, and other relevant information

TIPS
Remember it is your call. You are in control; you need to drive the conversation It is the benefits of what you are offering that people buy, not the features. Remember the Why should I? question and What s in it for me? Draw up your features and benefits list and keep this in front of you when you make your calls

Tips
Set your objective and create the pattern of approach around it Believe in what you are offering/selling. Don t hesitate he who hesitates is lost! Don t wander a wandering story gives the impression of a wandering mind.

Tips
The key to getting through is to keep your talking to a minimum. When speaking to the telephonist for the first time do not say why you are telephoning. Every person you speak to away from the decision maker weakens the sale It s not what you say it s the way that you say it!! Enthusiasm is infectious; inject it in your voice.

Further techniques for getting through

Try calling at different times Use powerful words Put pressure on the telephonist

CALLING STAGES
Stage 1: The verbal handshake Stage 2: Establishing and building rapport Stage 3: The structure of the call Stage 4: Closing.

Stage 1
Smile while you are speaking Good morning, I m Suryo from ABC Limited. We manufacture widgets for the electronics industry Selamat Pagi Pak/bu , Kami dari Jia Communications yang bergerak dibidang bren aktifesion , nama saya Arief

Stage 2: Establishing and building rapport

Don t shout and don t talk too quietly. Build rapport with your caller or prospect by matching the speed of their voice. Vary your pitch and make sure you do not sound droll. Avoid anger. Don t sound too nice! Body posture. Body Language. Different communication styles between men and women.

Men and Women

Men like to give or receive information on the telephone, keeping the conversation short and to the point, whereas women are more likely to chat Because women listen to the pauses, emphases and hesitations behind the words, they can detect subtle emotional nuances that often escape men.

ASKING
Ask open questions to get your prospect to open up and give you information. OPEN QUESTIONS What Who Where When Why How

The secret to success therefore is to:

ask an open question listen to the answer probe gently Beware of using value loaded questions where you load your values onto the other person Be careful of how and where you ask leading questions.

Listening
Listening actively There are two types of listening: social listening and critical listening.

How to listen
Train yourself to start listening with the first word and then listen intently. Turn off all negative thoughts you have about the person talking. Think at the speed they are talking; don t jump ahead. Do not interrupt. Ask questions once they have finished talking to probe their feelings, reactions, or get more details. Use their name and use you in conversation.

1. Open Attention Question

After your introduction, saying who you are, where you are calling from and giving a brief explanation of what your organisation does you need to ask an open attention question. This is designed to get the prospect s attention and immediately engage him in conversation.

Open attention question

Apakah bapak / Ibu saat ini menggunakan jasa promosi lini bawah ( misalnya )? Apakah ( nama brand ) yang Bapak kelola sedang mengadakan promosi di Hypermarket ( carrefour, giant?)

2. Situation Questions
Situation questions are designed to probe the situation. how many do you use in an average month?

3. Problem or Needs Questions

Don t be afraid to ask who the prospects current suppliers are. Nine times out of ten the prospect will provide you with this information but if he doesn t, then don t worry, you are more concerned with how the prospect feels about the services or products he is getting from his current suppliers than who they actually are

3. Problem or Needs Questions

In what way do you think your current suppliers can improve? What sort of difficulties did that incur for your company

4. Implications of the problem or the need

Because you have to buy in large quantities this can t always be cost effective for you, and there must be a great deal of waste. Because the delivery was late that must have caused a considerable delay for your customers.

5. Need
You can fulfil his need by selling in the appropriate feature and benefit that satisfies thisBut don t go into reams of features and benefits. This will only put them off. Give the features and benefits that are relevant and of interest to the prospect

Stage 4. Signing off or closing

Buat janji kapan bisa menjelaskan product secara langsung dan mendetail

Types of Close
Alternative close When would it be suitable for us to get together and discuss this? This week or next week? Which would you prefer? Which would be more convenient, Tuesday or Wednesday? Morning or afternoon? Say what will happen after the call

After the Call

The details you will need to record can vary but they should include:
contact details type of business details of conversation any personal details if appropriate

Handling Objections
Golden rules Don t take them personally. Welcome them, they at least show interest. Don t argue or disagree with the prospect. Acknowledge the objection. Then make the objection specific by asking an open question

Handling Objections
For example, What makes you say that? or What do you mean by that? or Why do you say/feel that? Never assume you know what they mean. If you ASSUME you make an ASS of U and an ASS of ME!!! Don t get defensive and don t leap in with your compensating benefit before finding out what the real objection is

Handling Objections
Objection: You re too expensive. Probe. Make it specific. Find out what the real objection is. Ask an open question, What do you mean by expensive? Find out what they are really saying. Is it that they haven t got any money, or that they can get it cheaper elsewhere? Have they misunderstood you, or do they have a preconception of your pricing that is totally inaccurate?

Professional telephone techniques

Answer the telephone promptly within three to five rings if it does have to ring longer make sure you apologise for keeping the caller waiting. Start each call by saying who you are, your name, position or department Establish and use the other person s name early in the telephone conversation

Professional telephone techniques

Ask open questions to find out what the caller requires. If the call is an enquiry regarding your services, or a request for a brochure then don t forget to ask how they heard of you. If in response to an advertisement you will need to ask which advertisement. Listen. Resist the temptation to interrupt.

Professional telephone techniques

Demonstrate you are listening by making listening noises such as Yes, I see. Concentrate. Don t be tempted to do two things at once. Give the telephone conversation your undivided attention. Make notes and read back key points so that the caller knows you are being attentive.

Professional telephone techniques

Be lavish in explaining what you are doing, especially if it involves a silence while the caller holds on. Use assertive behaviour to control the call. Stay assertive even when you don t feel like it and especially when dealing with an aggressive or non assertive person.

Professional telephone techniques

Finish by recapping exactly what it is you are going to do as a result of the telephone conversation. Smile for even though the other person can t see you, if you smile it helps your voice to sound more assertive and friendly. Record details of the call, make sure any action promised is carried out, and follow up if necessary.