7 Essential Tips For Making The Perfect Follow-Up Call
When making phone calls, especially in business, you don’t always get the answers you need immediately. Sometimes you need to conduct additional cold calling or a ‘follow-up call’ to secure the deal and develop a deeper connection with the person on the other side. However, when you don’t know what to do, these sales calls can go a bit south, and you don’t get what you aim for.
That’s why we’re here to help by providing you and other sales professionals with the top seven best practices for ensuring a perfect follow-up call so you end up feeling like you achieved your goal in the end. Here they are:
Prepare for the call
Preparing for a sales follow-up call is more than just a good thing to do; it’s absolutely vital. Why? Because having clarity on what was discussed previously can make a huge difference in how your next conversation pans out.
Firstly, revisiting old emails, notes, contact information, or previous cold calls gives insight into what the other person is looking for. It allows for continuity in the discussion. Everyone appreciates when you remember past interactions, making the conversation feel more like a progression rather than starting from scratch.
Second, it’s crucial to know the purpose of your follow-up. Is it to clarify something, share updates, or perhaps push toward finalising a deal? When you’re clear on your intent, the conversation stays focused and doesn’t drift aimlessly.
Also, some foresight can help you tackle tricky questions or concerns. Preparing in advance ensures you come across as informed and reliable.
At its core, preparation is more than just about collecting information; it’s a gesture that shows you respect the person on the other end. By taking the time to prep, you’re valuing their time and increasing the chances of a productive call through higher customer satisfaction.
Choose the best time
Timing, as they say, is everything, especially when it comes to making an effective follow-up call. The right timing can go a long way and mean the difference between a productive conversation and an inconvenient interruption.
Imagine being in the middle of a crucial meeting, and your phone rings or you’re finally taking a lunch break, and someone decides that’s the perfect time to call. Not the best experience, right? That’s why picking the right moment to dial can elevate the success rate of your conversation.
Firstly, always consider the recipient’s timezone if they’re located elsewhere. It’s a small detail, but it communicates thoughtfulness. Secondly, unless previously agreed upon, avoid the common “no-call” times: early mornings, lunch hours, and late evenings. Most people are either gearing up for their day, taking a breather, or winding down during these periods.
Also, if the nature of your follow-up is in response to a previous communication, consider the time frame you mentioned initially. If you promised to call back in two days, make sure to stick to that.
Lastly, always be prepared to reschedule. Everyone has busy days or unforeseen commitments. Showing flexibility displays your respect for their time and ensures they have the right mindset to converse when you do connect.
Build a connection
As you prep for that follow-up call, here’s something to keep in mind: It’s not just about checking off a task. It’s about creating a sincere relationship and good impression; trust me, that’s transformative for any chat.
Ever had one of those calls where the person jumps straight to the point? It feels kind of off, right? Now imagine if they remembered a tiny snippet from your last talk: “Hey, last time you were gearing up for that beach vacation. How’d it go?” Suddenly, you’re not just talking shop; there’s a real, human connection.
It’s always a good idea to kick off your call to potential clients with a touch of personal interest. Maybe they hinted at a busy week or a fun outing. Bringing that up can lay down a relaxed vibe for the chat.
It’s also a big win to really tune in. Being present, showing you get it, and giving thoughtful replies can turn a simple call into something genuinely memorable.
And one more thing: keep it real. Being genuine has its own kind of magic. A heartfelt question or relatable response to a pain point can deepen your building bond.
State the purpose
Let’s face it; no one likes to be left in the dark, especially on a call, where the other person seems to circle around a topic without ever really touching down on it. That’s why stating the purpose of a follow-up call is paramount. This sort of customer service is the compass that guides the conversation in the right direction.
From the get-go, clarity is king. When you begin the call, it’s beneficial for both parties to understand the reason behind it. Whether you’re providing an update, seeking clarification, or closing on a decision, pinpointing the purpose helps set the tone and expectations.
Stating the purpose or value proposition isn’t about being blunt or too direct; it’s about respecting the other person’s time. It ensures that both of you are on the same page, reducing misunderstandings and potential time-wasters.
In practice, it could be as simple as starting with: “Hi, I’m calling today to discuss the feedback you provided last week” or “I wanted to touch base regarding the proposal we sent.” This direct approach streamlines the conversation and instils confidence in the person you speak to.
Actively listen
When diving into follow-up calls, a golden rule can often be overlooked: it’s not always about what you bring to the table but how well you take in what’s served. In simpler terms? It’s all about the art of listening to their pain points.
Have you ever been on a call where you pour out your thoughts, and the response feels a bit flat? We’ve all been there, and it’s not the most reassuring feeling. That’s why honing your listening skills can truly elevate the conversation.
Here’s the deal: Genuinely tune in when someone shares their side. Avoid that tempting drift into your next talking point. Instead, immerse yourself in their words, the emotion they’re conveying, and the nuances in between.
Acknowledge what prospective clients are saying. Responses like, “I see what you mean” or “That’s a good point” can bridge any communication gaps. And if something’s not crystal clear? Don’t hesitate to ask for more details. A simple “Can you expand on that?” shows your genuine engagement.
During your next follow-up call, remember that listening is more than just a passive act. It’s an active endeavour, laying the foundation for a rich, two-way conversation that leaves both parties feeling valued and understood.
Ask for questions
In the thick of follow-up calls, we sometimes forget this little thing: giving room for additional questions. Giving updates is key, but we must also let the other person pitch in.
Not everyone’s comfortable putting their questions out there, especially if it feels like the chat’s a bit one-sided. That’s why we’ve got to clarify that we’re not just okay with questions; we’re all ears.
Dropping a quick “Anything you want to ask about what we went over?” can change the whole vibe and increase customer satisfaction. It’s a green light that says, “Hey, I’m listening.” It doesn’t just clear up any hazy points; it turns the talk into more of a back-and-forth.
And here’s the best part: it’s not just about getting things straight. It’s about showing them you value what they think. The chat isn’t just you giving them information—it’s a shared conversation.
Plus, their questions? They are an absolute gold mine. They clue you into what they’re thinking, what’s bugging them, or what piques their interest. And that’s pure gold for steering where things go next.
Establish next steps
In the realm of follow-up calls, it’s more than just revisiting past conversations. It’s crucial to think ahead and ask, “What comes next?” Pinpointing the next steps ensures the call is productive and propels the conversation forward.
Highlighting a clear path forward demonstrates proactivity. A subtle nod says, “I’m committed to this and want to see progress.” It provides clarity and direction, ensuring no one leaves the call with lingering questions about the purpose or outcomes.
A practical approach? Start by summarising the primary takeaways from the call. This quick recap reinforces mutual understanding and creates a foundation for outlining the next steps. Then, clearly define what actions or engagements should follow. This could be scheduling another meeting, assigning tasks, or awaiting further details.
However, don’t just dictate the next steps. Engaging the other party by seeking their input or confirmation is a good idea. This collaborative gesture ensures that the proposed actions resonate with both sides and fosters a sense of shared responsibility.
Integrating the next steps into your follow-up calls bridges the gap between the present conversation and future actions. It’s about ensuring clarity and continuity as the discussion progresses and can significantly impact the outcome for you or your sales reps.
How to Get Past Gatekeepers: 7 Effective Telemarketing Strategies
One of the biggest challenges in B2B telemarketing is knowing how to get past gatekeepers. Gatekeepers are the people who take calls on behalf of managing directors or decision-makers. They often help to schedule meetings and arrange their diaries. Often, their job is to answer less technical queries.
However, if you are in a position where you want to obtain a customer with more technical knowledge, you may have to speak to someone higher up. This is where getting past the gatekeeper comes in.
Getting Past Gatekeepers Effectively
When it comes to B2B sales, it’s vital that you can speak to someone who will understand the technical benefits of the product or service you are trying to sell. When it comes to more technical offerings, it’s unlikely that the person at the front desk will fully understand the extent to which you can help. That’s why it’s important to get through to someone in a more senior position who has the capacity to make key decisions.
However, you must also remember that some gatekeepers are simply there to help you and direct you to the right department. They won’t always want to prevent you from being put through to the person you need to speak to. Either way, there are some strategies you can use, as a telemarketer, to ensure that you don’t get blocked by gatekeepers. In this piece, we’ll take a look at some of these strategies you can use the next time you need to know how to get past gatekeepers.
Understanding the Gatekeeper Role
A gatekeeper is someone who acts as a kind of filter between incoming calls and people in higher-up positions or someone who sits in between departments. Remember, as a telemarketer, your aim is to offer solutions to your customers and try to convince them that your offerings are superior to your competitors. A gatekeeper may, therefore, not always be the best person to speak to when trying to make a sale.
Often key decision-makers are very busy people who need assistance filtering calls that may be a waste of their time. This is why gatekeepers exist. They are responsible for helping decision-makers with their schedules and will sometimes have access to their calendars too.
They also act as filters so that customer inquiries and other calls are directed to the correct department. For telemarketers, however, they are often an entity that blocks them from having conversations with someone who may be a good prospect or lead.
Why Gatekeepers are a Challenge for Telemarketers
Gatekeepers can be anyone, from the person who sits in reception to help customers or someone who is a personal assistant for a key decision maker or someone in a senior position. They can be a challenge for telemarketers to get past, especially given that telemarketers often have a reputation for being a nuisance to busy people.
Most gatekeepers are trained to decline sales phone calls on behalf of key decision-makers. However, there are ways and means of getting past them if you know what you’re doing.
7 Effective Strategies for Getting Past Gatekeepers
We’ve put together a list of 7 effective strategies you can use the next time you encounter a gatekeeper in a prospect-building call. Once you get through to the relevant party, its more likely that you will be able to build a relationship with that person and will have direct access to them in the future if the call goes well. Let’s take a closer look at how to get past gatekeepers.
Put yourself in the position of the gatekeeper
When you make a phone call, and you encounter a gatekeeper, the key thing is not to panic. Instead, think about the position the gatekeeper is in and see if you can use it to your advantage.
Express empathy by placing yourself in the gatekeeper’s shoes. Realistically, are they going to be able to provide you with the information you need? Are they showing you signs that they are not interested in taking this phone call? The more you can gain from establishing the position of the gatekeeper, the more likely it is that you can have an honest conversation with them about why you need to speak to one of the key decision-makers.
Have some expected questions and answers prepared
If you preempt that you are going to encounter a gatekeeper, then it’s a great idea to have some questions and answers prepared beforehand, This will make you come across as more confident and will, in turn, reassure the gatekeeper that you are not going to waste a key-decision maker’s time. Some of the simple questions a gatekeeper may ask may be:
“Where are you calling from?”
“What is this call with regards to?”
“Do you have an appointment with x?”
If you are prepared with succinct answers to these questions, then it’s more likely the gatekeeper will put you through to the correct department or person without a hitch.
Using gatekeeper techniques on the gatekeeper
This should only be used in scenarios where you are 100% sure about who the person is that you need to speak to. Gatekeepers will usually try to keep the conversation with a telemarketer as short as possible.
For example, if you need to speak to Steve in the procurement department, then you need to make it clear that he is the only one who can answer your query. Using phrases like “would you put me through to X” and saying “thank you” at the end of a sentence demonstrates you are sure about who you need to speak to.
Be able to think on your toes
More often than not, gatekeepers will ask you a question or say something that you may not have been expecting. In this case, as a telemarketer, you need to be able to think on your feet. You also need to be able to establish, quite quickly, the type of gatekeeper you have on the other end of the phone call. Assuming you will be put through is a great way to assert confidence in your position. However, you may also need to take some time to explain who you are and why you’re calling so that you can get through.
Always remember to practice respect and build trust
Even though the gatekeeper may not be the person you want to speak to, it’s important that you always demonstrate respect towards the gatekeeper. Remember, they are often the ones standing between you and the actual person you need to talk to. The more you build trust with the gatekeeper, the more likely they will put you through to the relevant party.
Remember, the gatekeeper is not your target to sell to
Even though you may have to take some time to build trust with the gatekeeper, you should also keep in mind that they are not the ones you are trying to make a sale to. If you start your sales pitch with the gatekeeper, they will pick up that this is a sales call.
Most gatekeepers are told to automatically reject sales calls on behalf of key decision-makers. This is why it’s important to come across as confident and to have an idea of who the correct person you need to speak to when making a B2B sales or prospect-building phone call.
Try and obtain information from the gatekeeper
If the gatekeeper is being particularly difficult, you can actually use this to your advantage. One of the classic lines they use is that the key decision-maker is in a meeting or otherwise occupied. You can use this as an opportunity to schedule an appointment with the person that you need to speak to and to gain more information about the person that you need to speak to. This all comes from building trust and rapport with the gatekeeper.
Common Mistakes to Avoid
There are some common mistakes that telemarketers make when they need to get past gatekeepers. Common mistakes include:
Selling to the gatekeeper. Some salespeople get overly excited about the product or service on offer and start pitching the sale too early to the gatekeeper.
Non-stop calling. When you keep calling the gatekeeper or pestering them, then there is a chance that they will block your calls and prevent you from getting through to the person you need to.
No asking for what you want. When you get blocked by a gatekeeper, it’s easy to forget to ask for the direct contact details of the person. Even if you just get an email address, it gives you a foot in the door.
Pretending to be someone else. It can be tempting to lie to the gatekeeper to get to the person you want. One of the most common things is to lie about the person you are. Always remember to be honest with your gatekeepers.
Using these strategies properly
When you are calling to build leads, and you encounter a gatekeeper, the best thing to remember is to remain calm and keep the objective of the phone call in mind. Remember to remain honest and make sure you keep your confidence levels up, as this will instil positivity in the gatekeeper too. If you need assistance with your telemarketing campaigns, get in touch with Novus today and find out how we can help you.
Telemarketing Outsourcing: What You Need To Know
Telemarketing is and always will be a successful marketing technique for many companies. However, it involves assembling a trained sales team to make cold calls and create a seamless telemarketing campaign.
Not only is finding the right people for your in-house team difficult, but it can take up a lot of your time too, which stops you from doing the thing you’re good at. That’s why many businesses are starting to use outsourced telemarketers. An outsourced telemarketing company sends a team your way, puts together your telemarketing strategy, and helps you reap all the rewards of its services.
If you still need some convincing about how outsourced telemarketing services can help with business development, continue reading our mini guide below to learn all you need to know.
Understanding telemarketing outsourcing
What is telemarketing outsourcing?
Outsourced telemarketing is the opposite of inbound telemarketing. It refers to hiring an external company or service provider to handle telemarketing activities on behalf of another organisation. Telemarketing involves using telephone calls to promote products and services, gather information from potential customers, and perform other tasks such as appointment setting.
When a company outsources effective telemarketing, they delegate the responsibility of making outbound calls or receiving inbound calls to a specialised third-party provider. These providers are often known as call centres or contact centres. They have the necessary infrastructure, technology, and trained personnel to conduct telemarketing campaigns efficiently.
Why businesses outsource telemarketing
Cost savings: Working with a telemarketing service provider can be more cost-effective than maintaining an in-house telemarketing team. The outsourcing provider typically handles recruitment, training, salaries, and infrastructure costs, relieving the client company of these financial burdens.
Expertise and efficiency: Hiring a telemarketing company allows businesses to leverage the expertise of specialised call centre agents skilled in sales techniques, lead generation, customer service, or market research. All of these agents must be a great decision maker, trained to handle calls effectively and help you meet your sales goals.
Scalability: Outsourcing a telemarketing service provider enables companies to scale their telemarketing operations up or down based on their needs. During peak seasons or when launching new campaigns, the outsourcing provider can quickly allocate additional resources to handle increased call volumes.
Focus on core competencies: By outsourcing b2b telemarketing or b2c telemarketing, companies can free up their internal resources and focus on their core business activities. It allows them to concentrate on product development, strategy, and other essential areas while leaving the telemarketing function to experts.
The advantages of telemarketing outsourcing
Cost-effectiveness
Outsourcing telemarketing services offers cost-effectiveness by eliminating the need for upfront investments in infrastructure and reducing labour costs. Businesses can avoid expenses associated with setting up and maintaining an in-house telemarketing operation, such as office space, telephony systems, equipment, and ongoing training and management costs.
A telemarketing partner can tap into a specialised workforce provided by the outsourcing partner, who handles recruitment, training, and salaries. This eliminates the need for extensive hiring and training processes. Overall, telemarketing outsourcing allows businesses to work with a high quality, specialist team, achieve their marketing objectives at a lower cost, optimising their budget allocation and increasing their return on investment.
Access to expertise
Telemarketing companies offer access to expertise through a team of trained professionals. Outsourcing service providers have experienced agents with specialised skills in telemarketing techniques, sales strategies, lead generation, customer service, and market research. These agents undergo rigorous training to handle various calls more effectively than inbound telemarketing teams.
By outsourcing, businesses can leverage this expertise without investing in extensive training or hiring processes. The outsourcing partner’s knowledge and experience in the field enable them to deliver high-quality telemarketing services, resulting in improved campaign effectiveness, higher customer satisfaction, and better conversion rates. Access to such expertise enhances the overall performance and success of telemarketing efforts for businesses.
Scalability
Scalability is a key benefit of having an outsourced telemarketing partner. Businesses can quickly scale their telemarketing operations up or down based on their needs. During peak seasons, marketing campaigns, or product launches, the outsourcing provider can quickly allocate additional resources, such as call centre agents, to handle increased call volumes.
This flexibility ensures that businesses can meet customer demand without delays or bottlenecks. Conversely, resources can be scaled down during slower periods to avoid unnecessary costs. The outsourcing partner has the infrastructure, technology, and workforce necessary to accommodate fluctuating call volumes, allowing businesses to optimise their telemarketing efforts while maintaining cost efficiency.
Things to consider when outsourcing telemarketing
Choosing the right partner
Choosing the right outsourced telemarketing partner is essential for the success of your business. Here are vital considerations to keep in mind when selecting an outsourcing partner:
Expertise and experience
Ensure the outsourcing service provider has strong knowledge and experience in the marketing field. Look for their track record, client testimonials, and case studies to ensure they have a proven history of delivering effective marketing solutions. Consider their knowledge of your industry and target audience to ensure they can effectively represent your brand.
Range of services
Determine if the outsourced telemarketing partner offers a comprehensive range of marketing services and quality contact solutions that align with your needs. This could include lead generation, or market research. A partner that can provide a diverse range of services can cater to your evolving telemarketing requirements.
Technology and infrastructure
Assess the outsourcing service providers technology infrastructure and tools. They should have robust systems for data management, reporting, and analytics. Consider if they can integrate with your existing systems and platforms to ensure seamless communication and information sharing.
Communication and collaboration
Strong communication channels and processes are vital for effective outsourcing. Evaluate the outsourcing partner’s communication practices, responsiveness, and availability. Ensure they are open to feedback and offer regular updates on project progress. Clear lines of communication will ensure you have a strong working relationship and that all your marketing goals are aligned
Understanding the costs
Understanding the costs associated with outsourcing marketing is crucial when considering this option. Here are some of the things you should look at to ensure you know all there is about pricing and fees:
Pricing structure
Evaluate the pricing structure of potential outsourcing partners. Understand whether they charge per hour, per project, or based on specific deliverables. Compare the pricing models of different providers to ensure they align with your budget and expected outcomes.
Transparency
Seek transparency in pricing to avoid any hidden costs. Ensure the outsourcing partner provides a detailed breakdown of costs, including any additional fees or charges. Transparency helps in making informed decisions and avoids unexpected financial surprises.
Value for money
Focus on the outsourcing partner’s value rather than solely considering the cost. Evaluate the quality of services, expertise, and experience offered. Assess how the provider’s capabilities and strategies align with your marketing goals. A slightly higher cost may be justified if the outsourcing partner can deliver better results and a higher return on investment.
Scalability
Consider how the outsourcing partner’s pricing accommodates scalability. Determine if additional costs are associated with scaling up or down based on your business needs. Ensure the pricing structure allows flexibility without incurring excessive expenses during peak or slow periods.
Contract terms
Carefully review the contract terms, including payment schedules and any penalties or termination clauses. Understand the terms for contract renewal and any potential cost adjustments. Clear contractual agreements help mitigate financial risks and clarify the costs involved.
Managing outsourced telemarketing
You want to ensure you can manage your outsourced telemarketers and their activities so they meet your demands and requirements. Here are some of the ways you can ensure this happens:
Communication channels
Establish transparent and efficient communication channels with the outsourcing partner. Regularly scheduled meetings, email updates, and project management tools can facilitate smooth communication. Clear communication ensures that expectations, goals, and feedback are effectively conveyed to the outsourcing team.
Define objectives and Key Performance Indicators (KPIs)
Clearly define your marketing objectives and establish measurable KPIs aligning with your business goals. Share these with the outsourcing partner to ensure everyone meets the same targets. Regularly monitor and evaluate performance against these KPIs to assess the effectiveness of the telemarketing campaigns.
Regular reporting and analytics
Request regular reports and analytics from the outsourcing partner to track the progress of telemarketing activities. These reports should provide insights into call volumes, conversion rates, lead quality, and other relevant metrics. Analysing this data allows you to make informed decisions, identify areas for improvement, and optimise telemarketing campaigns.
Quality control
Implement quality control mechanisms to ensure that the outsourcing partner maintains high standards in their telemarketing efforts. Establish clear guidelines, scripts, and training materials to ensure consistency in messaging and branding. Regularly review call recordings, conduct quality audits, and provide feedback to the outsourcing partner to maintain and improve the quality of calls.
Questioning Techniques for Telemarketing
As a professional telemarketer, one of the most important things you can do is to build rapport and trust with your prospects. One of the best and most effective ways to do this is by knowing the best questioning techniques to gain important information from the person on the other end of the phone. When you ask your prospect questions, you demonstrate a genuine interest in them and their organisation. When you show an interest, it shows that you care, which makes the prospect more willing to engage in a conversation surrounding your offerings.
To understand how to ask the right questions to your prospects, we need to understand the different types of questions and how they work in sales conversations. The following question techniques will give you more insight into how questions can be used to your advantage and the right times to use them in conversation.
Why you need to ask questions in telemarketing
When you practise questioning techniques, it opens the door to more collaborative conversation. Many people have formed a negative opinion about telemarketers because of those who simply follow a script and don’t try to understand a prospect’s circumstance. Asking questions is a vital part of the sales conversation for the following reasons:
Questions help to build rapport
Question techniques will gain you different kinds of information
Asking questions can help you build trust with your prospects
Questions help telemarketers remain in control of the conversation
Questions are vital for clarifying certain points, whether they are useful facts or for understanding more about the prospect’s situation.
The key to successful telemarketing calls is clear, open, and honest communication. The important thing to remember with any sales call is that it is a conversation just like those in social scenarios. Asking questions makes you much more relatable to your prospects, as it makes them feel heard. The following types of question techniques will allow you, as a telemarketer, to effectively communicate with your prospect in a way that will benefit you both.
Closed questions
Closed questions call for a ‘yes’ or ‘no’ answer. Although not using these types of questions throughout the conversation, they are useful for several reasons. You can use closed questions as a method for guiding the conversation, ensuring you stay in control.
Closed questions are also great for ensuring that you’ve understood something correctly and reassuring the prospect that they matter to you and that they have been heard. Some examples of closed questions include:
“Do you use this product in your day-to-day operations?”
“Can you confirm that I have understood your current situation correctly?”
“Is this something that could interest you?”
With these types of questions, you can establish whether or not a prospect is a good lead, understand the prospect’s context and how your offerings may fit into that context, and help you ensure that you understand where the prospect is coming from.
However, you cannot rely only on closed questions to carry out a sales conversation. If you do this, the entire phone call will make the prospect feel like they are in an interview. Too many closed questions are also highly impersonal, as they do not let the prospective client speak, disallowing the telemarketer to build rapport with the prospect.
In order to form more of a connection with a prospect and position yourself as a trustworthy service or product provider, you need to use other questioning techniques, such as the use of open questions or leading questions.
Open questions
Before you ask open questions, you should have conducted a series of closed questions to establish some fundamentals about the prospect’s circumstance to ascertain whether or not the products or services you offer will be of any use to the person on the other end of the phone.
Based on this information, you can bring in what are known as open questions. Open questions are very prospect-specific. This means no two people will have the same answer to an open question. These types of questions are perfect for getting to know your prospect a little more as they give the prospect a chance to speak, which you should use as an opportunity to learn more about them and their organisation.
Some examples of open questions are as follows:
“Is there anything your current supplier could do to improve their service?”
“Who is the person responsible for procuring these products for your company?”
“What else would you need from us to make our solution work for you?”
“How do you feel about switching suppliers if it saved you money in the long run?”
One of the easiest ways to identify an open question is by how it starts. Open questions typically start with inquiring words such as how, what, why, or who. By using open-ended questions as a questioning technique, you enable the conversation to develop and allow yourself to fully understand how you may be able to assist the prospect.
Leading questions
Leading questions are a questioning technique used to guide the prospect into making a decision, but through making them feel as though they have an active role to play in the overall outcome of the sales conversation. Remember, questioning techniques are not manipulation tactics. You should never try to manipulate a prospect into purchasing a product or service from you. This is another reason many telemarketers get a bad rap in the trade.
Leading questions open up the possibility for collaboration and usually follow other questions like closed questions and open questions. They are usually used to draw the conversation to a conclusion or to set up a follow-up conversation.
Some examples of leading questions may sound like this:
“Why don’t we set up a time for a demonstration?”
“If that sounds good to you, should I get my team to send over a contract?”
They ultimately drive the prospect to decide and help bring the conversations to a natural close.
Practising question techniques
The next time you’re on a sales call, keep these techniques in mind and try to think about their purpose. When you enter into a sales phone call with intention, it becomes far easier to maintain control over the phone while building trust with your prospects. When you manage to work collaboratively with your prospects, it increases your chances of having successful sales phone calls.
8 Tips for Handling Telephone Objections
In the profession of telemarketing, telephone objections are part of the day-to-day hurdles many professionals have to deal with. However, certain things you can do will make handling objections much easier and reduce the likelihood of you losing a sale. The key to objection handling is to remember that you are dealing with people, and your sales call with them is still just a conversation.
Practising empathy and understanding during sales phone calls is the key to handling objections from customers and prospective business partners. In this post, we’ll take a look at some tips and tricks you can use to handle telephone objections and build your career in telemarketing.
Listen and practise empathy
Some telemarketers and phone sales operators don’t even realise when customers have objected to their offerings. Many telemarketers don’t practise the art of listening to their customers. If your prospect presents you with an objection, you can reframe it in a way that could work in your favour.
For example, if a prospect expresses concern over the price of a product or service, then it’s something that you, as the telemarketer, can pick up on. Saying something like, “I understand your concerns over the price; we do, however, believe that our pricing is in line with our competitors”. This will give them the reassurance that you have listened to them and understand where they are coming from.
Build trust with the decision maker
When it comes to telemarketing, the first impression is one of the most important aspects of the phone call. Many prospects get deterred when they hear generic sales phone call greetings. Even something like asking, “How are you today” is too disingenuous. You have to have the ability to build some rapport with the person on the other end of the phone.
The key to doing this is to sound friendly but also confident. It’s important to keep in mind that the purpose of the phone call is to gain someone else’s trust. Do some homework on your prospects before calling them to find out how your product or service can help them. This will help you to build rapport with them from the beginning.
Try to understand what is behind the objection
Prospects that present you with an objection often have underlying reasons that they want to either cut the call short or not take on your product or service. Either piece of information could be valuable to you either in the current phone call or assist you with calls in the future. Some objections come from a personal place rather than a professional one, and good telemarketers can use empathetic techniques to turn the call around.
Telemarketers can ask the decision-maker questions surrounding their objection to better understand their circumstances. They may be objecting to your offerings for a number of reasons, but if you can try to learn more from their objections, it not only helps you build more of an understanding about them as a potential client, but the fact that you take the time to gain a deeper understanding about their situation also builds trust.
Address the prospect’s issue head on
After finding out further information as to why a prospect would object, you will have a better understanding of the reasons behind their objection. From here, you can address the prospect’s problems head-on in a collaborative manner. When you extend your prospect the opportunity to solve their problem with you, it helps you understand more about their needs and gives you the chance to show what your organisation can do for them. Once a prospect gives you an objection, make sure you address their objections directly without beating around the bush.
Don’t be too quick to defend
When you hear an objection, it may seem instinctual to defend your organisation or product straight away. However, you should try to avoid doing this at all costs, as some prospects will be further put off by these kinds of interactions. Instead, take the time to think about theta the prospect has just said and reply with a well-thought-out response. In this scenario, you should express understanding about the prospect’s concerns and try to ease them into a solution you may be able to provide. Don’t be forceful; simply use this opportunity to learn more about the prospect’s needs.
Don’t try to do a hard sell to salvage the call
Another mistake that telemarketing representatives often make is to try and persuade a prospect at the end of a phone call with a hard sell. If the prospect has already expressed disinterest in your offerings, the last thing they want to hear are more reasons as to why they should take on the product or service you have on offer. Hard selling as a means of salvaging a failed phone call can also lead to overpromising, which is dangerous territory to be in when you’re trying to build long-term business relationships.
Use handling techniques
There are several objection-handling techniques you can use when dealing with prospects who are resistant to what you are offering. One of the best and most effective techniques is turning their objection into a question to ask them back. For example, if a prospect says that the product or service “does not meet the requirements of their company”, try to ask them what their specific requirements are. This will give you more of a chance to explain how you are, in fact, able to help them and give you more understanding of the needs of the organisation.
Know how to ask the right questions
Asking the right questions during a telemarketing phone call is the best way to build the foundations of a good business relationship with your prospect. The more a prospect feels as though they can speak and be heard, the more likely they are to respond to your offerings positively. This also helps when handling objections from prospects. When you know how to ask the right questions to put their concerns at ease, it builds levels of trust and opens the door for a more collaborative approach to finding your prospect a suitable solution.
What Are The Main 6 Types Of Sales Calls?
Sales calls are Incredibly important in the sales process. They let salespeople connect with potential customers, promote products and services, answer questions, and make money. Of course, every sales call is different, but they usually fall into six categories. Knowing these types is vital for salespeople to adapt and do well in different selling situations.
In this article, we’ll check out the six main types of sales calls and examine what makes them unique and important.
Cold call
A cold call is a sales technique where a salesperson contacts a potential customer without prior interaction or relationship with the salesperson or the company they represent. It is called a “cold” call because the prospect is not expecting the call and has no prior knowledge of the salesperson’s intent.
A cold call aims to introduce the product or service to the prospect, generate interest, and potentially set up a future meeting or interaction. Cold calls are typically made by phone, but they can also be conducted through other means, such as email or social media messaging.
During a cold call, the salesperson often follows a script or prepares talking points to quickly engage the prospect and convey the value proposition of the offering. In addition, they may ask qualifying questions to determine if the prospect has a need or interest in the product or service. The salesperson aims to establish a connection, overcome initial objections or scepticism, and ultimately move the prospect further along the sales process.
Cold calling can be challenging and time-consuming, as it involves reaching out to individuals who may not be expecting the call and may have varying levels of receptiveness to the sales pitch. However, cold calling can be a valuable method for generating leads and initiating sales opportunities when done effectively.
Warm call
Warm calls are sales calls made to prospects who have shown some level of interest, engagement, or prior connection with the salesperson or the company. Unlike cold calls, warm calls benefit from a certain degree of familiarity or a preexisting relationship between the salesperson and the prospect.
Warm calls can be initiated in various scenarios. For example, a prospect may have contacted the company through an inquiry, shown interest in a product or service, or been referred by a current customer or mutual acquaintance. In these cases, the prospect has some awareness of the salesperson or the company, making the call “warmer” in nature.
During warm calls, the salesperson can leverage the existing connection or engagement to establish rapport and build on the relationship. They can reference previous interactions, inquiries, or referrals to create a sense of familiarity and trust. This familiarity increases the chances of engaging the prospect more receptive than a cold call.
The salesperson’s objective in a warm call is to nurture the relationship further, understand the prospect’s specific needs or pain points, and present how their product or service can address those needs effectively. They can have a more personalised approach, tailoring the conversation to the prospect’s previous interest or engagement.
Warm calls often result in a higher conversion rate than cold calls, as the initial interest or connection gives the salesperson an advantage. However, it is still important to be prepared, articulate the value proposition, and actively listen to the prospect’s needs to effectively move them further along the sales process.
Sales appointment
Sales appointment calls are a critical step in the sales process where a salesperson reaches out to a prospect to schedule a meeting or discussion to explore the prospect’s needs further and present the product or service offering. These calls are focused on securing a specific time and date for a more in-depth interaction.
During a sales appointment call, the salesperson typically introduces themselves, their company, and the purpose of the call. They aim to build rapport, establish the prospect’s interest, and emphasise the value proposition of their offering. Next, the salesperson gauges the prospect’s needs by asking qualifying questions and determining if a meeting would be mutually beneficial.
A sales appointment call aims to successfully schedule the meeting by proposing specific options that accommodate the prospect’s availability. Clear confirmation of the meeting details, such as the location (if applicable) or the platform for a virtual meeting, is essential. The salesperson also outlines any necessary preparations or materials required.
These calls require practical communication skills, persuasive techniques, and professionalism. Salespeople should be prepared to address objections, answer questions, and provide compelling reasons for the prospect to agree to a meeting. By successfully setting up a sales appointment, the salesperson creates an opportunity for a more in-depth discussion, presentation, or demonstration, bringing the prospect one step closer to purchasing.
Prospecting sales calls
Prospective sales calls, or prospecting calls, are proactive outreach efforts made by salespeople to potential customers or prospects to generate leads and initiate the sales process. These calls involve reaching out to individuals or organisations interested in the products or services offered by the salesperson or company.
During prospective sales calls, the salesperson’s main objective is to gather information, qualify leads, and establish initial contact with potential customers. They often begin with an introduction, briefly explaining their company and value proposition. These calls are typically initiated as cold calls, as the prospect may need more prior knowledge or interaction with the salesperson.
The salesperson engages the prospect in a conversation, asking questions to understand their needs, challenges, and pain points. This process helps determine if the prospect is a potential fit for the product or service offered. If the prospect qualifies, the salesperson aims to convert them into a lead by obtaining their contact information and permission to follow up.
Prospective sales calls require practical communication skills, active listening, and adapting to the prospect’s responses. In addition, salespeople aim to establish rapport and build trust during these calls, demonstrating their expertise and showing how their offering can address the prospect’s specific needs.
Successful prospective sales calls often lead to follow-up actions, such as sending additional information, scheduling a meeting or product demonstration, or arranging a callback later. As a result, these calls are crucial in expanding the sales pipeline, identifying potential customers, and initiating the sales process by establishing initial contact and generating leads.
Follow-up calls
Follow-up calls are a crucial part of the sales process that involves reaching out to prospects or customers after an initial interaction or engagement. These calls nurture the relationship, provide additional information, address any questions or concerns, and move the prospect or customer closer to making a purchasing decision.
After an initial contact, such as a sales appointment, product demo, or previous communication, a follow-up call helps to maintain momentum and continue the conversation. The salesperson may recap the previous discussion, remind the prospect or customer of the key points, and check for any updates or developments since their last interaction.
During a follow-up call, the salesperson actively listens to the prospect or customer, addressing any concerns or objections they may have. They can provide further details or clarifications about the product or service, share testimonials or case studies, and offer any additional information that may assist the prospect or customer in their decision-making process.
Follow-up calls also provide an opportunity to strengthen the relationship by demonstrating the salesperson’s commitment to customer satisfaction. They can inquire about the prospect or customer’s experience, gather feedback, and offer assistance or support in addressing any challenges or issues that may have arisen.
The frequency and timing of follow-up calls may vary depending on the specific situation and the prospect or customer’s preferences. The salesperson needs to be organised, maintain accurate records of previous interactions, and follow up promptly to stay top of mind and keep a positive impression.
Service calls
Service sales calls are phone conversations or interactions initiated by sales representatives to promote and sell service-based offerings to prospective customers. Unlike product sales calls, which focus on physical goods, service sales calls emphasise the value and benefits of services provided by a company.
During service sales calls, the sales representative introduces the company, highlights the specific services offered, and communicates how those services can address the prospect’s needs or challenges. They emphasise the services’ value proposition, explaining how they can provide solutions, save time, improve efficiency, or enhance the prospect’s business operations.
Service sales calls require practical communication skills to clearly articulate the services’ features, advantages, and benefits. The sales representative must understand the prospect’s specific requirements and tailor their pitch accordingly. They may use case studies, testimonials, or success stories to demonstrate the positive impact of their services on other clients.
The sales representative may also address any objections or concerns the prospect may have, providing reassurance and information to overcome potential barriers to the sale. They can discuss pricing, contract terms, and service delivery methods to ensure the prospect clearly understands what is being offered.
Service sales calls aim to generate interest, establish trust, and ultimately secure the prospect’s commitment to using the services. The call may conclude with the next steps, such as scheduling a more in-depth presentation, arranging a meeting, or sending additional materials.
Service sales calls require a consultative approach, focusing on understanding the prospect’s needs and offering tailored solutions. Building a relationship with the prospect is crucial, as service sales often involve ongoing customer engagement and long-term partnerships.
Successful service sales calls can lead to new service contracts, recurring revenue, and the expansion of a company’s customer base. They play a vital role in driving the growth of service-oriented businesses and establishing value in the minds of prospective customers.
10 Expert B2B Lead Generation Strategies
When it comes to establishing your business, one of the most important activities to conduct is lead generation. Operating in a business-to-business (B2B) capacity means your success as a company is driven by the professional relationships you can form. There, therefore, needs to be a significant amount of time dedicated to generating leads to grow your business.
In the age of the internet, the B2B lead generation strategy has accelerated significantly, but it also means that there are more avenues to explore when it comes to onboarding prospective clients and creating brand awareness. It can also be challenging to know exactly how to start your lead generation campaign.
In the below guide, we’ll be taking a look at some of the strategies used by experts in the field of B2B lead generation which have proved most effective across industries. After reading this you will hopefully have a better idea about how you can implement a B2B lead generation strategy and understand more about the tools available to use in carrying out your lead generation campaign. Let’s dive in and take a look at the 10 best B2B lead generation strategies.
Implement Effective Content Marketing
Content marketing is one of the best B2B marketing strategies to use as it allows you and your company to showcase your expertise to the rest of the world. It also provides a platform wherein you can drive traffic to your company’s social media pages and your website, where interested parties can learn more about your company and how you operate.
This example of B2B lead-generation strategies is also a great way to build audience engagement. When you create content that is relatable to your target audience, you give prospective customers a reason to believe you have a product or service that can help them in their current circumstances.
Creating content surrounding industry insights and valuable market trends is one way of telling your leads that they are dealing with experts in their field, making them more likely to approach you over others. By generating leads through optimised content, you also ensure that your company’s online visibility is high ensuring that your business’ name becomes commonly used in the context of the product or service you provide.
Effective content marketing does not simply stop at Search Engine Optimisation or making sure you rank higher than others in your industry. It’s also making sure you create content that is relevant and engaging to your target audience. For this reason, an in-depth understanding of your customer demographic is an essential part of generating leads through content marketing.
Use Linkedin Wisely
Linkedin is a wonderful platform for generating B2B leads as it allows you to approach people directly and on a less invasive level than some telemarketing campaigns. When approaching professionals on Linkedin it’s also important that your messages are short and to the point, which is an attractive trait to prospective leads.
There is some background work you need to do when using Linkedin as a medium to implement a B2B lead generation strategy. If you are using your personal Linkedin profile for B2B networking, you need to make sure the profile speaks volumes about you as a professional and also has a clear message about what you do and who you work for.
It’s likely that prospects will look at your Linkedin profile to ascertain whether or not you are someone they would be interested in working with. If your profile looks the part then it’s more likely you will get positive responses from those you approach.
You don’t necessarily have to take the direct approach when using Linkedin to build your B2B lead generation strategy. You can also integrate the principles you use in content marketing to create engaging professional posts, which demonstrate your expertise in a given field. This will add credibility to your own professional profile and therefore your company’s too.
Use Telemarketing Experts
Gone are the days when telemarketing campaigns are only used to generate leads for sales. Campaigns are also used to generate leads on a B2B basis. One of the most common problems companies run into when implementing a telemarketing lead generation campaign is a lack of resources to carry out the job effectively and a lack of staff who are skilled in the role of telemarketing.
If you find yourself in such a position, it is possible to outsource your telemarketing needs to professional third-party companies such as Novus. Telemarketing professionals have the tools and databases necessary to carry out an effective campaign as well as the resources to conduct thorough market research before running with lead generation activities.
If you require telemarketing assistance, contact the friendly team at Novus today to learn more about the services we can offer and how we can build a package around your specific needs when it comes to B2B lead generation.
Using Google Ads For Targeted Leads
Google Ads is another popular tool used in B2B lead generation. To use the tool effectively, thorough research must be conducted on the intended audience you wish to target. By researching demographics and the type of businesses that would use your service or product, you’ll be able to steer your Google Ads in a direction that will ensure quality leads are generated.
By using targeted Google Ads, it’s more likely that you will become visible to relevant parties as opposed to creating ads that target industries of little relevance to your business. Combining effective audience market research and a well-planned Google Ads campaign is one of the expert ways of generating high-quality B2B leads.
Post-Case Studies of Previous Work
One thing that good-quality leads look for is evidence of credibility. It’s therefore useful to have some of your previous clients write testimonials which paint your company in a good professional light. These can be posted on your company’s website and on your social media platforms to give prospective leads insights into how you work and what the outcomes of certain projects were.
Testimonials are a great way of giving prospective leads a glance into your previous successes which helps build your business’s credibility. However, for more of a professional edge, consider publishing case studies on your platforms. Case studies take a more in-depth approach to how certain projects panned out and provide information about the stakeholders involved, challenges faced and overcome, and parameters under which projects were completed.
Publishing case studies also positions your business as an expert in the given field and provides an opportunity to teach leads something. When a B2B contact can see the value you could bring to a business relationship, it stands you in good stead for business growth and collaboration.
By demonstrating that your business takes its work seriously, and carefully considers project requirements, case studies are a great way of making your business more attractive to quality leads.
Implement Referral Programmes
There is no better strategy more effective than word of mouth, which is why many expert B2B lead generation strategists emphasise the importance of business referral. However, some previous clients tend to forget to refer more business to you. For this reason, referral programs are very effective in generating leads.
If a current or previous client is given a reason to recommend your products or services to another contact, it’s more likely it will happen. Referral programmes typically entail giving clients a financial incentive for spreading the word about your business. For example, you may want to offer a client a discount on their current package on the basis that they refer another client to you.
This strategy is especially effective in the B2B sector, as it’s likely that your clients have further industry knowledge owing to them operating in the same space as your target audience. By implementing a referral programme, you create the opportunity for your business to expand by delivering work of a high standard.
Enhance Your Email Marketing
Much like Linkedin, approaching leads through email marketing campaigns is an effective, non-aggressive approach to lead generation. Tying in with content marketing campaigns and posting case studies, implementing email marketing is a great way to spread the word about new developments within your business and provides a platform for you to share industry insights.
One of the main things to take into account when building an email lead-generation campaign is to ensure that you do not breach any privacy laws when sending out these emails. Conducting research and building a database is therefore the first important step in developing an email marketing campaign.
For continuous email lead generation, you will also need to make sure that you keep your database up to date. Always provide your prospects with the option to unsubscribe to emails and make sure that their email address is removed from your contact database before the next batch is sent out.
Have a sign-up sheet on your website that allows prospects to share their contact information with you. This will automatically give you the consent required to contact them with company news and industry updates.
Refine Your Target Audience Based On Demographics
Understanding the different demographics of your target audience allows you to build what is known as buyer personas. Buyer personas are essentially categories wherein your target audience can be divided up into figurative personalities. Creating buyer personas is a useful exercise in understanding why certain customers would purchase your product or service and differentiates the varying needs of customers across your target audience.
Some examples of demographic points to consider when building buyer personas are:
Location
Age
Salary
Profession
Name
This information can help you determine where your most likely paying customers are and in which industry and professional capacity they operate, which is key information when building a B2B lead generation strategy.
To use the buyer personas, ask yourself about the specific needs of a given persona and what differentiates one from the other. This will allow you to develop more effective campaigns in email and content marketing, driving a more effective B2B lead generation strategy.
Embrace Video Marketing
Using social media platforms such as YouTube, TikTok, and Instagram opens your content delivery up to more than just written text. These platforms allow you to exploit the benefits associated with video marketing.
Videos are a more approachable content medium as they allow your target audience to understand the products and services you offer in a condensed, time-efficient manner. Videos provide prospects with a window into how you conduct business, and what your business does while presenting them a more personal reference point to your company.
When leads can see members of your team personally engaging in the online space, it sells them more than a product or service. It also gives prospects insight into your company’s story which is a great way of building trust within your target audience.
It has also been proven that people engage better with images and audio rather than text, and gives your company a platform to establish a brand voice. If a prospect gets a feel of what your company is all about, it’s more likely you can convert them into a paying customer.
Develop Incentive Schemes
Offering free incentives to prospects is another expert strategy in B2B lead generation. Schemes such as free service trials and sign-up discounts draw prospects in which gives them incentive to share their contact information with you, allowing you to add email addresses to your contact database.
This is a great way to establish who is interested in a given product or service and will also give your company insights into your audience’s needs. By capturing data through implemented incentive schemes, you can continue to build your buyer personas and develop other B2B lead generation strategies like targeted Google Ads campaigns and email marketing campaigns.
You will also be able to use the information gleaned from your leads to develop more engaging content – both written and on other mediums – increasing the chances of leads being converted into paying customers or collaborative parties.
What Is Telemarketing?
Telemarketing is a direct marketing approach used to approach prospective customers over the phone. This method of contact can also be used to conduct market research and generate leads for businesses.
When most people ask themselves “what is telemarketing?” They associate negative connotations with the marketing approach. This is mainly because scammers have adopted the approach and have made it a nuisance for some people.
However, when telemarketing campaigns are conducted effectively and professionally, there are many benefits of telemarketing for your business.
In this post, we’re going to take a look at what telemarketing is and how it can be used to optimise sales and lead-generation practices for your business.
How does telemarketing work?
So what is telemarketing and how does it work? Telemarketing involves directly contacting prospective clients and assessing whether or not they would make a good lead to build a business relationship with. The act of telemarketing often takes place after market research has been completed, as this activity should have provided telemarketers with a solid database of contacts to pursue.
Telemarketing can be conducted from several locations. Most commonly, this is done at an office or in a call centre. However, with more of a shift towards remote working, more and more telemarketers are working from home. The only thing needed to conduct telemarketing activities is a phone and a contacts list.
Any business can conduct telemarketing activities whether they are selling something or not. Non-profit organisations often use such strategies to ask for donations and electoral entities such as political parties use it to drum up votes.
This direct approach is conducted exclusively over the phone and takes special skills to be able to execute these campaigns effectively. Professional telemarketers are highly skilled in personal interactions and can build trust with prospective clients and customers easily.
Types of telemarketing
Although telemarketing can be used to generate sales, this isn’t necessarily always the main goal of carrying out a telemarketing campaign. Using different telemarketing strategies, businesses can use these practices for different purposes.
Outbound Telemarketing
Outbound telemarketing is the type of activity most people are familiar with. This telemarketing technique involves an activity known as cold calling. This is where prospects are contacted by the telemarketer without any previous appointment. Cold calling can be used to set up meetings or appointments to discuss products and services further. However, this technique is also used to close sales deals on occasion.
Inbound Telemarketing
Inbound telemarketing is where the company that is providing the products or services receives calls from people inquiring about their offerings. These calls are often made after someone has seen the company advertised in the media or through social media.
Another common inbound telemarketing strategy is to call people back who have expressed interest in a product either through an online form or by emailing a company with specific enquiries. The phone call made to this prospect is known as a “warm call” as the interest has already been expressed.
Lead Generation
Lead generation is the telemarketing strategy used to conduct research and gain information on prospective customers. It can also be used to see what the specific demographics of interested parties are, which helps in carrying out effective targeted marketing campaigns. This activity also involves cold calling but is less geared towards closing a sale, and more towards asking informed questions to gain a better idea of a company’s target audience.
Sales Telemarketing
Sales Telemarketing involves calling up prospective or existing customers to try and make a sale. This technique is often the hardest one to conduct and takes a skilled professional to execute this strategy effectively. This activity requires someone with very good persuasion skills and resilience.
Telemarketing best practices
Because of the bad wrap telemarketing gets, there are a few things to keep in mind when conducting a telemarketing campaign. Professional telemarketers will know how to carry out telemarketing while following best practices. Below are some of the best things to do when carrying out a telemarketing campaign.
Pay Attention to DNCs
Do Not Call (DNC) lists are a vital tool for telemarketers as they automatically rule out those possible customers who do not want to be contacted. Some of these lists are publicly available, however, it is also up to the company to ensure their contact databases are up to date and that they also keep a record of their DNCs. Under no circumstances should someone on a DNC list be contacted.
Do Not Be A Nuisance
Professional telemarketers will know when a call is making progress and when it is not. If the other party is not interested in a product or service for valid reasons, do not try to manipulate them or annoy them. It’s best to move on to another prospect rather than waste time on a call that’s not going anywhere.
Practice Empathy
Always remember that the goal of telemarketing is to offer another individual or company a product or service that can genuinely help them and make their lives easier. Make sure your team of telemarketers are good at practising empathy as this is the quickest way to build trust with customers.
Always Keep The Goal In Mind
When speaking to someone on the phone, it can be easy to get sidetracked. Always make sure you keep the end goal of the conversation in mind so that you can be effective in your telemarketing efforts.
Why you should invest in telemarketing services
Novus is a group of trained telemarketing professionals who have a deep understanding of what it takes to successfully carry out a telemarketing campaign. At Novus, our team is trained, personable, highly skilled and has a good track record.
Outsourcing your telemarketing is a great way of saving you time and resources within your company, leaving you to conduct product development work and business strategies. If you are interested in outsourcing your telemarketing team, get in touch with our team at Novus today.
Telemarketing FAQs
Is telemarketing easy?
Telemarketing is a highly challenging job that requires lots of personal skills. Professional telemarketers undergo rigorous training to become good at what they do. It is not an easy job to do.
Is outsourcing telemarketing worth it?
Outsourcing your telemarketing team can save you time and resources at your own company. You will also be guaranteed a team of trained professionals as opposed to in-house staff who may not have the skills or knowledge to conduct telemarketing activities.
What are Examples of Telemarketing?
Telemarketing is an effective way to generate product or service sales for an organisation, whether done internally or externally. The role of telemarketers is to sell a business’s offerings to previously qualified prospects.
However, there is more to telemarketing than simply conducting sales calls over the phone. In this post, we’ll take a look at some of the different telemarketing examples used by businesses to conduct effective sales campaigns and explore how hiring a third-party telemarketing team can benefit your business.
What is telemarketing?
Telemarketing is a marketing method whereby representatives of an organisation conduct phone calls carrying out market research, marketing, or sales campaigns. The key goal of telemarketing is to generate product or service sales over the phone, based on a database of prospective customers. There are several different methods one can use when conducting telemarketing, some examples of which we will unpack below.
Telemarketing examples
Telemarketing is always conducted over the phone, however, the way in which campaigns are conducted can differ significantly. Some examples of telemarketing techniques include the following.
Outbound
Outbound telemarketing is the most challenging telemarketing example given the fact that little or no previous contact is made with the prospect. Cold calling is a classic outbound telemarketing technique used to drum up interest and possible sales of a product or service.
To conduct outbound telemarketing, a telemarketer needs to possess excellent interpersonal skills so that they engage the prospect early on in the conversation. They also need to have resilience given that the prospect may not be interested in what the telemarketer has to offer.
Typically, outbound telemarketing calls are more challenging to convert into closed sales deals, however the marketing technique is very effective in spreading awareness about products and services.
Inbound
Inbound telemarketing is when customers and prospects call the telemarketers, instead of the telemarketers calling them. An inbound telemarketing call may be the result of a customer seeing a given product or service advertised and calling the company to gain more information.
Typically, inbound telemarketing calls have higher closed deal conversion rates than outbound telemarketing examples, however a sale is never guaranteed. Telemarketers working with inbound telemarketing should possess excellent interpersonal skills and demonstrate empathy towards the customer so that they can provide them with the product that will be most beneficial for them.
Appointment setting
Appointment setting is when a call is made to discuss the product or service and the need of the prospect in more detail at a later stage. These phone calls are not made to make an immediate sale or close a deal. Instead, long-term relationships are the goal of the appointment-setting example of telemarketing.
This type of telemarketing is usually targeted towards people who may need a product or service that is tailored towards their specific needs. A meeting may be needed with several parties so that the client can fully divulge their requirements, allowing the business to put together a comprehensive package solution with the aim of closing a deal.
This telemarketing example is usually preferred by prospects as it does not require an immediate response over the phone.
Lead generation
Lead generation is a telemarketing example that is a very important part of any marketing strategy when a business launches a new product or service. The phone calls made during a lead generation campaign help telemarketers to differentiate the strength of certain leads before they attempt to make a sale.
There are also beneficial aspects of lead generation for those conducting the telemarketing campaign as the company usually learns a lot about their prospective customer’s needs and requirements.
The technique allows telemarketers to qualify certain leads by asking them relevant questions that determine whether or not a sale can be made to a specific party, based on how a product or service will benefit a lead. If a telemarketer feels that a good business relationship can be built with a lead, this is known as a “hot lead”.
Sales
Finally, sales is another example of telemarketing. When it comes to sales, telemarketers need to demonstrate strong persuasive skills, without making the client feel like they are being manipulated or coerced into agreeing to purchase a product or service.
Sales telemarketing usually entails telemarketers upselling to prospects, meaning that they will try to convince a prospect that additional products are necessary in addition to the primary product they have agreed to purchase.
One of the many challenges telemarketers need to overcome when generating sales through phone calls is the fact that many prospects can refuse to purchase a product when upselling happens. Resilience is, therefore, also a key characteristic for telemarketers to possess.
The Legalities Of Telemarketing In The UK
Telemarketing is a popular way to generate leads for your business and conduct market research. When you speak to people on the phone you also build a personal connection with them, which creates a great foundation for trusting business relationships.
There are however some negative associations made with telemarketing, with many people who receive these calls finding them irritating and an invasion of privacy. But is telemarketing illegal in the UK?
In the UK there are a few restrictions surrounding telemarketing and cold calling which you need to bear in mind before starting a telemarketing campaign. These help to protect customers and possible clients’ privacy. To help you through all the legal jargon and technical terms, we’ve put together some easy steps you can follow to ensure you don’t end up breaking any of the UK’s telemarketing rules.
Steps to take to avoid breaking telemarketing rules
These easy steps will make sure you adhere to all the legal requirements if you’re wondering whether or not telemarketing is illegal in the UK. You can also use these steps for cold-calling campaigns.
Make Sure Your Screen Calls
Many marketing teams will run telemarketing campaigns but very few are aware of the legal implications surrounding privacy. If your marketing department is all set to start hitting the phones, you need to make sure all numbers that are called to go through screening tests before your teams make the call.
Some members of the public and also some businesses have opted out of receiving marketing and sales-related calls altogether. They may have registered their contact numbers in a specific register which prohibits telemarketers from contacting them for any promotional reason. If a prospect has registered their number to block calls, they would have registered on a Telephone Preference Service (TPS) or a Corporate Telephone Preference Service (CTPS).
To make sure you stay in line with the Privacy and Electronic Communications Regulations (PECR), your team needs to be trained to screen all prospective numbers against these registers.
It’s also important to internally flag a prospect’s number if they have requested not to receive further calls from your organisation.
Keep Your Database Up To Date
A database is a great way to filter marketing prospects, however, it means you need to keep this database up to date too. Your database should have the TPS and CTPS status, as well as any internal notes you can make surrounding the privacy preferences of your prospect.
If the owner of the number has requested not to be contacted again, you need to make sure you do not remove them from the database entirely. Removing a contact creates the risk of them being contacted as a prospective lead again. Instead, move the contact over to a “no-call” list for future reference.
Don’t Pester Your Sales Prospects
Even if an initial phone call has gone well and the prospect has expressed interest in hearing from your organisation again, you should not make yourself a nuisance.
If you do need to follow up with a prospect after a call, consider contacting them in another way such as through email. Sending them a message that they can respond to in their own time removes the pressure from them and will not make the prospect feel like they are being ‘bullied’ into a sale.
Also, leave some time in between follow-ups to make sure you do not bombard them with phone calls and messages. Your database should also keep track of the last time the prospect was contacted and how they were contacted.
Hire The Right Telemarketing Team
Because phone calls are an exceptionally personal interaction, you have to make sure your team demonstrates all the qualities of a good telemarketer. Having the right team will enhance your telemarketing campaign, especially if they have the knowledge and capacity to form good business relationships with prospects.
Skilled telemarketers are highly personable and have the ability to express empathy, therefore building trust and sustainable relationships. What’s more, a good team will understand the privacy restrictions in place and make sure they adhere to telemarketing and privacy policies, maintaining your organisation’s important reputation.
Outsource Your Telemarketing Now
If you’re considering running a marketing campaign but feel as though the legal side of things may be too much to take on, why not outsource your telemarketing team? Novus specialises in running telemarketing campaigns on behalf of your organisation and can assist in database building, prospecting, and client relationship management. Get in touch with our friendly team today to find out more about our service packages and how our organisation can help you.
11 Expert Tactics To Increase Your B2B Telephone Sales
Many B2B companies have tried cold calling in the past but gave up too quickly because they didn’t see any results. This is mainly because they weren’t using the right techniques. You can easily increase your B2B telephone sales with expert strategies and a solid team.
Want to know how you can do it yourself? Try some of the 11 calling tips below:
Have a solid opening statement
How long have you lasted each time you’ve answered the phone to a cold caller? Chances are, you’ve hung up after the first sentence. That’s why, when you’re making the call yourself, you need to have a solid opening statement that grabs the recipient’s attention.
Instead of asking them if they are available to talk, TELL them straight away who you are and what you can do for them. For example, ‘Hello, I am John Doe from XXX, and I have a product that will grow your company’.
Outline your target audience
B2B calling isn’t about HOW many businesses you contact but rather about WHO you get in touch with. You could call 100 businesses in a shift but come back with zero sales because you aren’t contacting the right clients.
Before you put together your dialling list, you want to outline your target audience. For example, if you are a wholesale manufacturer of baking tools, you won’t want to be cold-calling tech companies as they will have no interest in purchasing your products.
If you’re unsure where to start with lead generation and putting together your dialling list, theNovus B2B telemarketing team is here to help.
Expect and accept rejections
No matter what sector of sales you work in and whether you use cold calling as a strategy or not, you have to learn how to deal with rejection. Not every business will want to purchase your product or service, so you have to learn how to overcome the fear of someone saying no.
Each time you make a cold call, expect they will say no. However, don’t let this affect your sales strategy. And if you have given it your all, and they still say no? Don’t get defensive. Understand why the prospect said no, confirm there is no objection handling you can work on and lastly, just accept that sometimes they don’t want what you’re offering and move on.
Share previous customer successes
When a business purchases a product or service for their company, they want to ensure it will benefit them. Of course, you can tell them this, but how can they take your word for it? That’s when you start talking about previous customers and case studies.
Talk about other clients you have worked with, how your offering has helped them, and any relevant statistics or results the prospective client will want to know about. It makes the benefits much more real and increases the chance of a sale.
Ask the right questions
Most people don’t want to be spoken to all the time. It can get repetitive and boring, and they may lose interest. However, if you start asking questions and getting feedback from the prospective client, you build rapport and establish a relationship.
Some potential questions you may want to ask the business you’re cold calling includes:
We’ve noticed a few of our clients have struggled with X. What are you doing to handle it?
Is there anything within your company you want to improve?
What do you think is standing in the way of achieving your goals?
Practice makes perfect
Cold calling is an art, and it won’t be perfected on your first try. That’s why you want to get some practice before you start going into the real world and calling reputable businesses you wish to take on as clients.
There are several ways you can practise B2B calling:
Conduct mock cold calls with other members of your team.
Identify the biggest challenges you face in the mock calls.
Listen in on successful cold calls performed by other members of the team.
Try multiple different approaches for your mock calls.
Use a script but avoid sounding robotic
You don’t want to go into a cold call with lots of ‘ums’ and ‘ahs’ because you don’t have a clear idea of what you want to say. However, you don’t want to sound scripted either. So, what’s the best way to sound professional and informative?
Putting together a script is a good idea, but there are ways you can ensure the conversation flows, and you don’t end up sounding like a robot. Use the script as a guide, with multiple answers to different questions. You don’t have to read them word for word, but rather help you out when you’re stuck with an answer.
Utilise your CRM
Customer Relationship Management (CRM) is an important part of any B2B company. It helps you achieve success in your cold-calling strategy and identify data patterns that can help you make the right changes for further growth.
If you already have a CRM that you are happy with, then keep using it to the best of your ability. However, if you’re looking for a great CRM, you don’t have to look far. Novus’s B2B telemarketing team will handle all your strategising and data entry through our own bespoke software.
Timing is everything
Not only is the time of day for B2B calling important, but how long the call lasts is also detrimental to your success. Of course, you want to ensure you’re calling during business hours and not disrupting anyone at home when they aren’t in the office.
You also want to ensure that your calls aren’t too long. No one wants to sit around for hours listening to a sales pitch, even if it will help their business. Ensure you get your point across as quickly as possible and with enough time to close the deal.
Conduct call reviews
What’s the best way to improve your cold-calling strategy? By going over your past cold calls! Each time you make a call, make sure you keep note of who you’re calling, a general sense of how the call went, and any challenges you may have faced.
After each call, review the information and see how you could have improved the call. It can either help you as an individual caller, provide management with some insight into how to train other people on your team, or even improve sales.
Follow up after your call
Not every cold call will end in a then-and-there close. Sometimes the person you’ve spoken to may need to go and talk to their team or do some deliberation before they make their decision. That’s when follow-ups come into play.
Try and set up a date for another call or meeting, or even schedule a demo if your product or service has one. The day before you are supposed to talk again, send your prospective client a message saying you can’t wait to meet again to remind them.
How To Use Telemarketing To Generate Leads Quickly
When it comes to building brand awareness and a reliable customer base, b2b lead generation is an essential component. One of the most effective ways of generating successful leads is through b2b telemarketing. With this in mind, there are several factors to consider when performing your lead generation campaign using telemarketing. As a telemarketer, if you follow these simple steps, you’ll be on your way to lead generation success.
Concentrate on Your Audience
Before you even pick up the phone, you have to be aware of who your audience is, what their requirements are, and how your product can help them meet those requirements. When you have these three things in mind, it helps you to guide the conversation when you’re speaking to them on the phone.
Knowing how to guide the conversation is also important because this is very different from forcefully trying to sell your product or service to someone who simply does not need it. You have to be able to fully understand their requirements to provide solutions for them. If you keep your audience in mind, it makes it easier to establish good leads more efficiently.
Ensure that the audience you communicate with are relevant, targeted and up to date (and those that you actually want as clients).
Start with an Engaging Opening Line
Often telemarketers open with an insincere “hello x how are you today?”. This automatically disengages the person on the other end of the phone. Following on from the previous tip, try to create an opening line that engages your audience and shows that you’ve done your market research. First impressions are everything, and you have to convince your audience that you can genuinely help them by providing your company’s service or product.
Sincerity is another component of commanding engagement in your opening line. You have to be genuine in your expressions and your tone of voice. Treating a telemarketing phone call like something you have to tick off a to-do list will filter through in your voice and make the prospective customer doubt what their business means to you. If the prospect is engaged off the bat, the chances are higher that they will become a good lead.
Ask the Right Questions
It’s important to ask the right questions when you are trying to build a solid lead base through telemarketing. Establishing another business’ position early on in the conversation will allow you to determine whether or not you can help them quickly, meaning you will identify genuine prospects more efficiently.
Asking the right questions will not only gain you useful information and insights into your target market but will also show the person on the other end of the phone that you’ve done your homework. A genuine prospect will take their time to answer the questions you have.
For these reasons, telemarketers will often work off a prewritten script. A script should not be used as a tool for “parroting” the conversation, but rather as a reminder about how you want the conversation to go. Remember, you still want to come across as genuine throughout the b2b telemarketing phone call.
Estimate Your Call Volume
Before you start calling for a b2b telemarketing campaign, set a goal for yourself of the number of phone calls you can make in a day and do everything in your power to hit those numbers. A skilled telemarketer will know how long a solid lead’s phone call will take, and therefore factor this into their estimate. Those at the top of their game will also keep the goal in mind without allowing them to have an impact on the quality of their pitch.
By harnessing the above-mentioned skills while making a high number of results-driven calls, you’ll end up generating good leads at a rapid pace. Telemarketing is by no means all about the number of calls you can make in a day, but having a number in mind will drive you to do the best job possible. It will also give you an indication of your performance over a given period, which you can use to adapt your telemarketing methodologies to improve good lead generation yield.
Remember Its a Conversation, Not a Presentation
When working with a script, some b2b telemarketers fall into the trap of sounding like their phone call is rehearsed and therefore can sound bored or disingenuous to the other party. A good telemarketer will understand that your goal is firstly to build trust and establish a solid business relationship, and secondly to close to an appointment or a deal.
If you treat a phone call like a presentation, you run the risk of missing important information a prospect provides you with. When you miss information because you’re not listening, you quickly make the prospect disinterested in your offerings.
Treating a phone call like a normal conversation will demonstrate that you possess empathy and show that you really care about the prospect’s needs as well as the product or service you’re trying to market. It will also make the prospect feel like their business matters to you, opening up more opportunities for progressive business relations and collaborative projects.
Work Out your End Goal
In telemarketing, you have to conclude the phone call at some stage, and you want that conclusion to be in your favour. Before you start on your b2b telemarketing campaign, clearly establish what you want the outcome of the phone conversation to be.
Is the point of the phone call to spread brand awareness? Is the point of the phone call to impart knowledge and book an appointment? Am I making this phone call to try and build a solid customer base? Asking yourself these or similar questions will help you align your thoughts when entering the call.
When you have the end goal in mind, it ensures that you steer the conversation in the right direction, but also that you cover all your bases and don’t let a prospect go prematurely. The product or service you are marketing may not be a one-size-fits-all kind of solution, therefore navigating the individual prospect’s requirements may take more time than others. However, if you have the end goal in mind, it allows you to stay relevant and on track.
