DSC Tech Library
Telemarketing Related Information
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The following is an article relating to the telemarketing industry including products and services in our business areas.
42 TELESALES TIPS YOU CAN USE RIGHT NOW TO GET MORE BUSINESS AND AVOID REJECTION
By Art Sobczak
13. Get information before you give it. How could you make an effective
14. Don't use a "benefit list" to present from. Instead, use it to create
questions to determine if those "benefits" truly are of value to your
prospects and customers. Some "benefits" could actually be liabilities.
15. Avoid asking go-nowhere questions like, "Is everything going OK?",
"What are your needs?", "Are you having any problems now?", "How's
service?", and, "What are you looking for in a vendor?" These all force
the person to think too much. Instead, get them emotionally involved in
seeing and feeling the pain or problem that can be solved with your
product/service-especially problems you know they're likely experiencing.
For example, "What do you do in situations when you need
parts shipped overnight, but are unable to get them?"
16. Ask one question at a time. That's how many they'll answer at a time.
17. After asking, be quiet. Resist the urge to jump in if they don't
answer immediately. Don't be intimidated by silence. They're likely
thinking about what they're going to say.
18. After they've finished, count to two (silently, of course). This
ensures they're done, plus they might continue with even better
19. Be confident in your questioning. One reason reps ramble with
questions is that they're not prepared or confident. Prepare
your questions. Role play them-with yourself if necessary.
20. Always know where you'll go with answers. Regardless of the answer.
21. Follow up their answers with related questions. Too often reps work
from a rigid list of questions, losing the opportunity to pick up on
prospect statements which are just the tip of the iceberg of their real
feelings. For example, if a prospect said, "I believe the main reason
production isn't higher is a lack of motivation. The best move is to
follow up with, "I see. What specific signs of poor motivation have you
noticed?", or, simply, "Tell me more." (For lots of other ideas on
questioning, and all parts of the call, get How to Sell More, In Less
Time, With No Rejection, Using Common Sense Telephone Techniques, Volumes
1 and 2, www.BusinessByPhone.com/HSM.htm)
22. Quantify the problem whenever possible. "How often does that happen?"
"How much do you think that is costing you?" "How much
time does that take?"
23. Resist the tendency to present. Some reps get so excited when they
hear the slightest hint of an opportunity, that they turn on the spigot of
benefits. Hold off, ask a few more questions, get better information, and
you're able to craft an even harder-hitting description of benefits,
tailored precisely to what they're interested in.
24. Learn more about the decision-making process. There could be many
behind-the-scenes influences on the decision. Ask about actual users of
your products/services, anyone else who could influence it, who
has to sign off on the ultimate decision or OK the money for it, and
perhaps people who would rather not see it happen.
(Art Sobczak specializes in helping people say and do
the right things to get more business using the phone and avoid rejection
through his books, tapes, and seminars. See free back issues of his
weekly TelE-Sales Hot Tips of the Week newsletter at