 | Have the people who have the most direct experience with your customers
develop the initial scripts and then refine them in group meetings with
your marketing and sales staff. If you are a small or one-man
operation, then you need to do these things on your own and possibly get initial
assistance from your family and friends, until you can hire employees. Then
test them live and refine them some more, and some more, until they work. |
| DO NOT LET YOUR IMMEDIATE LACK OF RESULTS DISCOURAGE YOU. |
| DO NOT ALLOW PEOPLE TO SPEAK TO YOUR PROSPECTS WITHOUT A SCRIPT HAT
THEY MUST FOLLOW IN FRONT OF THEM AT ALL TIMES! |
| Pay close attention to the "objections" and
"questions" that your telemarketers are encountering and
develop a minimum of two scripted responses that should overcome each of the
most common objections/questions. Remember, objections are not rejection,
they are subtle forms of buying questions which must be answered to the
prospects satisfaction before the will do what it is you want them to do. |
| HIRE GOOD PEOPLE who can speak intelligently, read a scripted
presentation over the phone naturally, and have good people skills.
This means you will be paying more than minimum wage, but you would be
amazed at the quality of people you can attain for reasonable salaries (or
draw versus commissions) who will bring you positive response (or sale)
after the other. |
| If you cannot afford to hire a manager, develop supervisors as quickly
as possible because you will still operate the other facets of your business
and you will not be able to give your telemarketing department the attention
it requires for more than the earliest stages of it's development. Do
not try to "wing it", and cut corners. As you see results,
re-invest some of those revenues in improving the department and acquiring
and keeping quality people. |
| ENFORCE THE PROFESSIONAL ATMOSPHERE IN THE TELEMARKETING AREA. It
annoys the hell out of me when a client looses sales because people in the
range of the telephones are fooling around, speaking loudly or otherwise
project an unprofessional "aural" image of the company. I've even
scolded supervisors for projecting a bad image over their subordinates
headsets. If it's your operation, do not be afraid to do the
same. |
