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Making cold calls from door to door or over the phone you should be patient , calm and should never sound frustrated whatever be the situation. When you cannot control yourself take a break. It is a job where you have to give your200% during the call. Be it in person or over the phone. otherwise it would not work.
Yes it can happen one can do well and one little under par but i am sure about one thing when they keep calling same customer he /she is going to be irritated.
So if the person who is doing well has all good etquittes can get over it by good patience and being supportive but the other person who is not doing well end up with more frustration hearing hang ups, bad words from other side to keep disturbing them. I am saying it as i did call centre job for1.5 years in my early career and its a common thing
Difference in skill of listening to the customer, probing and understanding the concerns.
Difference in an effective communication and customer handling.
This question is likely to be rephrased as in -
"As a boss, what should I do to replicate the best telesales?"
The answer is:
1 - Increase the knowledge of the product to the weak parts in your team, and dry test train him/her with an expert dialog system.
2 - Record the best tele agents and have the weak parts listen to the recording, and have the weak person tell what new things that s/he have just learned.
3 - Assist this person into taking up easy customers; check for success; if no success, then check if it is an attitude issue.
4 - Have an expert to monitor the person and force assist them through a headset speaker to rephrase the pervious statement to the customer.
5 - Never fire the person, but advance them to a different job. Not everyone is good especially at this type of job, even if all of them had the same food.
6 - Have this person do their telemarking from home, reduce salary, and save money.
7 - Make this person in charge of training new tele-agents; you will be surprised how excellent the outcome.
8 - If you could not do any of the above, then - "Please resign one of you".
Good luck
Attitude and the apility to convince.
there will be a lot of difference in2 agents Like
Listening, timely follow up, Communication,and pitch
Maybe:
First one has a good style and great mind
And the other does not have a good knowledge
I think it doesn't matter that much as to how many calls you make. The thing that matters the most is that how carefully does the Telesales agent Listens to the customer. It is the most important aspect of telemarketing, which is many a times ignored by telesales agents, and which is why they are unable to get to the needs of the customer and pitch the right product to each customer. Telesales agent who listens to the customer's performs way better than the agents who doesn't, even if he doesn't make100's of calls.Second Important thing is the Tone of the Telesales Agent, which needs to be positive and energetic. If there's no energy in the tone, the ups and downs of voice are not proper, Customers on the other side of the phone then won't even bother to listen to this ROBOT calling them from nowhere islands.
It's simple. If the person does this job just for the sake of doing it, result will be less. But if he analyze the customer, be customer oriented and overall warmth, making the customer feel he is there out to help, things have a higher result.
Gathering up the right information from the customer lead him according his need this closing go upto the mark100 %
