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
ADDRESSING RESISTANCE (Objections)
32. Objections can be avoided by doing everything else correctly up to
this point in the call. When they do occur, resist the tendency to attack
in defense. You must back up and revisit the questioning stage of the
call. The voiced objection is simply a symptom of the real problem. Start
by saying, "Let's talk about that."
33. If you have an indecisive prospect, get their mind off the buying
decision, and on the problem or pain. For example, "Jan, let's look at
this another way. What would happen if you did nothing about the
situation? Remember, we detailed the fact you're missing sales
opportunities every day. What will that amount to over just the next six
34. Most price objections start in the mind of the salesperson. Many sales
reps aren't 100% sold on the value of their product, therefore they're apt
to offer price concessions even when the prospect doesn't flat-out ask, or
they present price with a shaky tone of voice. Ask the right questions,
present the results of what your product/service can do, and state the
price boldly. (Also see our Special Report on "How to Never Lose Sales
Because of Price Objections
35. Avoid Common Objections Mistakes: Using slick, prepared, objection
rebuttals that only tell people they're wrong and intensifies the
resistance; giving up before attempting to understand the reason behind
WRAPPING UP AND SETTING THE NEXT ACTION
36. When sending information, samples, demos, etc., know precisely how
they'll evaluate the material. How will they know if they like it? What
criteria will they use? This way, you'll both be clear as to what would
need to happen in order for them to buy.
37. When sending material, prepare them as to what they should look for.
Otherwise, they'll get a package of materials and say, "Oh, there's a
package of materials," and then toss it on the mountain of other stuff in
their office. But, if you tell them to look for the catalog that will be
opened to the page with the product they are interested in, and you'll
have the three or four models highlighted that are most appropriate for
them, there would be a greater likelihood they'd look at it. (Also see
Art's free article, "When to Send Literature, And When It's Just a
38. The success of your follow-up call is directly relational to what you
accomplished, and how you ended the previous one. Never say, "I'll send
you out some stuff, and we'll go from there." From where? Summarize
agreed-to actions by both parties, including what happened, what they're
interested in, and what will happen next. And set the agenda for the next
call. Makes it so much easier to prepare for the follow-up call, and helps
you avoid starting calls with the useless question, "I sent you the
material, didja get it?", or "Whatdidja think?" For example, "Ok Pat, I'll
send the proposal detailing the quantity price breaks. What you'll do is
compare that to what you're getting now, and if we're within 5%, you'll
agree to a trial order on our next call, is that right?"
ATTITUDE AND SELF-MOTIVATION
39. You never have to experience rejection again. After all, what is
rejection? It's not an experience-it's your definition of the experience.
So, ensure that you accomplish something on each call, and you can hold
your head high with a sense of achievement. Remember, a decision of any
type is better than shadow-chasing someone who will waste your time with
wimpy or misleading statements that cause you to believe there's a chance,
when, in fact, there's not.
40. A good way to end a call where you don't accomplish your primary
objection (and to never experience rejection) is to plant a seed for the
future. Give them something to look for, based upon what you uncovered
during the call ... something that might just cause them to call you back.
For example, "Pat, it looks like we don't have a fit here, today, but I
suggest that if you ever find yourself needing an emergency job finished,
and don't have the staff to handle it, give us a call. We specialize in
those type of projects, and would love to talk to you." Everyone has been
surprised by those written-off prospects who later called to order. This
is a way to proactively make it happen more often.
41. Imagine every day is the end-of- quota-period day. I've noticed that
reps tend to pick up the pace and behave like tornado in a hurricane when
they reach the last couple days of a quota period, doing whatever is
necessary to squeeze out those last few sales. When you coast, you're
going downhill Get focused on a goal, and pursue it with single-minded
42. As a sales professional using the phone as your main method of
communication, you perform a function that very few people in the world
could do well, or would even want to try. And that's persuading someone to
take action and make a decision, based almost solely on the words and
ideas that come from your mouth. It's quite an awesome feat when you think
about it. And do think about it. It takes a talented individual to be able
to do that well. You are that person. Feel proud of what you do, and
always strive to get better!
(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