The objective for this stage is in getting the customers interested in having a detailed discussion and needing actions which include preventing any objections the prospect might have at this time, by using a powerful direct value statement and an enthusiastic tone of voice.
The Opening
Telesales executive first contact with prospect is of tremendous importance, as it leaves the customer with a first impression of telesales executive. As telesales executive might know, telesales executive never get a second chance to leave a good first impression.
First impressions are important because, in the first few seconds of a conversation, people decide whether they rather like or they dislike the person they are talking to. Since people usually do business with people they like, it is important to be liked by telesales executive prospect in order to increase telesales executive chances to have his commitment at the end of the call.
At the beginning of a call, telesales executive have to introduce themselves and the company on behalf of which telesales executive are calling. Below telesales executive can find a few examples of opening sentences.
“Good morning, my name is _______ and I am calling telesales executive on behalf of ____.”
“Good afternoon, I’m ________ from ________.”
“Hello, this is _________ and I am calling telesales executive from ___________.”
The first sentence should be said in an enthusiastic and friendly tone of voice.
The Direct Value Statement
Whenever telesales executive make a telesales call, telesales executive must take into account the fact that people never requested to be called. So, at the time telesales executive get through to them, they don’t know any reason for talking to telesales executive.
Every customer answering a telesales call implicitly asks himself the question: “Why should talk to this person? What’s in it for me?” Catching the prospect’s interest depends on how well telesales executive can answer those questions. Telesales executive can answer them by using both language and tone of voice. It is best that telesales executive use a direct value statement which synthesizes the most important advantage of the offer and how the customer can benefit from it. Here are some examples of direct value statements
“I am calling to let telesales executive know how telesales executive can decrease your traveling costs.”
“I’d like to tell telesales executive about a solution to keeping your finances safe at all times.”
“I am calling to tell you how telesales executive can get more value from the money you are spending on internet connection.”
It is advisable not to use the name of the product or any of its features, at this stage. The direct value statement should be formulated so as to trigger the prospect’s curiosity and make him want to hear more.
Permission to Proceed to the Next Stage
After the direct value statement, telesales executive must ask the customer whether he is available to continue the conversation. Telesales executive should do this because telesales executive might have called the right customer, but at a wrong moment. He might be doing something else at the moment of telesales executive call and might not be able to pay attention to what telesales executive have to say. If it is not a right moment, ask when telesales executive can call back.
“Can we talk for a few moments?”
“Is this a good time to talk?”
“Do telesales executive have a few moments?”
“Would telesales executive like to hear more details?”
Telesales executive should avoid formulating the question in a negative way such as:
“May I take a few moments of your time?”
“May I disturb telesales executive for a few moments?”
This kind of formulation implies that telesales executive are keeping the prospect from doing something more important, or that he is doing telesales executive a favor by talking to telesales executive.
