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Top Ten TeleMarketing Tips For Call Center Agents

Updated on June 13, 2011

Tools To Help You Master Telemarketing

Smart Calling: Eliminate the Fear, Failure, and Rejection From Cold Calling
Smart Calling: Eliminate the Fear, Failure, and Rejection From Cold Calling

Basically,the presence of fear of rejection and lack of self-esteem defeats the purpose of communication. Understand how its science work and the way to overcome it with a 101% success rate.


The business process industry is a thriving front on almost all business sectors. These companies mostly located offshore employ thousands of telemarketers which would be, technically, the company’s product movers. In order to ensure the high quality of product turnover within a period of time, sales quotas are imposed and telemarketing metrics are calibrated for performance evaluation. It is the tasking of the telemarketer to either make a sale, set-up an appointment, schedule a meeting, or coordinate a trade event. How persuasive you are to for a client to commit a sale depends on how you apply the following proven techniques in telemarketing:

Tip 1: Never use jargon or technical terms when speaking to callers.

This is a common mistake for arguably a lot of telemarketers. For example, "Our 00000 Model is configured to work with Series H and Series X type systems," This statement doesn’t poke any interest because these are simply product technicalities that wouldn’t be of any interest for someone listening to this stuff over the phone. Stay away from jargon as much as possible. Jargon and technical terms creates the likelihood for miscommunication which we want to avoid in any telemarketing presentation. When a caller doesn't understand what we're trying to say, he will get bored or sometimes, be irritated which could lead to a possible hang-up. If it is necessary to mention a jargon, however, be able to back up a clarification.

Tip 2: Meet rebuttals head-on.

Get right back on the phone right after a client prospect says “I don’t want it”. A rejection feeling is bad create its negative side at work. You would notice that it sulks right under your skin and you’d no longer feel to make calls the rest of the day. Make a plan for how to handle rejection or rebuttal. Remember, they don’t see you and you have no right to feel defeated. Think of this: perhaps you can look at a picture of something that you are planning to buy in the future. Or a picture of your kid to look at every time you have a “no sale”. There’s no such thing as a bad call, it’s just the inappropriate technique on how to handle a call. And never use expletives to face a rebuttal.

Tip 3: Have a Natural Appeal

Natural dialogue means being able to communicate in a casual yet professional manner. It is like being able to conversely chat with someone minus the social barrier. There are many telemarketers who are trained to be professionally corporate speakers, making them sound dull over the phone. However, the employ of natural dialogue is now being acknowledged because it is, foremost, the most familiar type of social communication anywhere you go. And a prospect client will most likely buy from you if you if they are comfortable with you on the first place. This is where rapport comes in. It is the precursor to every established business relationship.

Tip 4: Find the right buyer before any attempt at selling or setting an appointment.

Identify the right buyer at the beginning of a call. This makes directional selling efficient. The skillful use of probing at the beginning of the call marks the identifying needs of a client. For example, if you are offering accounting software for small to mid-size corporations, probing allows you to size up what package or plan is the right one for them. By locating the "right" buyer, wasted conversation with callers who have little or no interest at all is eliminated. If, however, we have an idea who we are speaking to, we increase our chances for success in closing a sale. The sector responsible for identifying this customer trending is the lead generation department and they just feed to us the client profile. We, as a telemarketer, have to do our assignment too whatsoever. If we do not, we will lose the opportunity where we could have addressed the need.

Tip 5: Limit your product description to at least within two sentences.

Too many words to vividly describe a product would simply sound like pure salestalk and would just drag the conversation further. What the client is after is usually how a product can address his need. It is only after implying this need that you can proceed to describe important features associated with the product. Too many sales people drone on and on about their products, wrongly imagining that leaving anything out would be a disaster. The truth is that clients must hear your product’s best stuff in as little time as possible if you want them to remain focused. It may sound hard to do, but this will pay dividends in the long run. Practice stating the basics about your product in two sentences, three max. You have more time afterward to elaborate on features that are important to the caller. When you first present your product, present it with brevity and make sure you describe it in the most value-rich way. This will keep callers listening, focused, and waiting for more.

Tip 6: Stay Positive

You have to have a love for selling. Without which, your enterprise is doomed from the start. People in the telemarketing industry love to make money and they’re good at that.Even if you think that you’re just heading off into a reading script, learn to innovate. Remember, callers like to get in on a good thing. And if you have aces up your sleeves, callers would love you for the little surprises you’re pulling in. Like, you know how to put their shoes into your reality.

Tip 7: When a caller objects early on a call, start by acknowledging the objection, then express empathy

Once you receive an objection at the beginning of the all and you don’t do anything about it, that particular type of call is a goner already. For example, a good rebuttal for an early objection is "I understand that you may be a little hesitant at the moment." Then follow it up with, “however, if you can just give me a couple of minutes, I’m pretty sure you’ll be interested in what I have to say because I think I found a better way that can actually help solve your organizations needs…” Acknowledging builds a bridge from the objection to the proper response to that objection. By telling them that you might have the solution to help their needs, you are intriguing them to actually listen to you further.

Tip 8: Acknowledge the Problem, Offer A Suggestion

During an early objection, acknowledge first and then respond appropriately with , "And that's exactly why I’m here to help you out." Then match their objection to the answer that you give. For example, a good scripting on this will run as: "That's exactly why I’m here to help you out! Looking at it, it seems you’ve encountered these difficulties for the past two years. If I may, the root of the problem lies at the inventory level, wherein it has been found that 40% of the merchandise are lost due to _____. Our company offers alternative solutions to arrest these losses and protect your business interests….” This is one of the most successful techniques used in a telemarketing call. You don’t force the solution to them but rather offers a suggestion to attempt at being able to work together with you backing them up instead of simply appearing as a salesman with merchandise to dispose of.

Tip 9: Don’t argue with the caller when he or she objects. They just want to raise a point

It is wise to refocus on an offer's value rather than reason with wily tactics to steer away a caller’s objections. Probe first then empathize if need be. Remember that buyers are not putting a lot of thought into reflexive objections. When we try to push back a reflexive objection with reason, it certainly is bound to fail. Usually, callers will come up with a lot more objections if we counter them again and again.

Tip 10: Close with confidence.

Finally, it is important to sound confident over the phone especially when you are already attempting to close the deal. You don’t want the client to have a tinge of doubt do you? Confidence in yourself means confidence in your product as coming from a reliably trustworthy company. Telemarketers often add extra commentary, hesitate or stutter when asked about the company or product. Now, take note that when a caller hears the hesitation just like you are, it is suggestive that there is a hidden reason why this would come as an indefinite time for the moment to postpone the buying decision . When a sales person is confident about his or her product, it raises the bar of trust and dependability of what you are endorsing. To put it simply, your confidence simply vouch and vote for a product or activity to tell them that “hey, try this and I can guarantee to you that it will work just as it has work for me and to many other people.”


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    • Billrrrr profile image

      Bill Russo 

      8 years ago from Cape Cod

      Great hub. Off an on for over 40 years I worked in Boiler Rooms as a second or third job and I loved the work. We didn't use the term 'call center' back then and some of our products might be questionable by today's standards, but it was a great job. I always made quota and had a good time doing it. Over the years I sold time and space (time on a radio station and space in newspapers) Aluminum Siding, Magazine Subscriptions, widgets and gadgets.

    • bizbuddies profile imageAUTHOR


      8 years ago

      You're welcome guys! Been in the industry for long and you bet we have to's always innovation plus these rules and you'll be going your way :)But maybe if you can push a lil' bit further than just being a telemarketer...I mean...5 years from now, you have to move to the top...that's how it is.

    • puddingicecream profile image


      8 years ago from United States

      Thanks for sharing these suggestions. I can understand how hard it must be for these agents, and I applaud most of them for being so patient.

    • Ingenira profile image


      8 years ago

      Very informative. I am often the one to reject the callers. It hurts. I hope they are psychologically prepared for that. I am just not the customer looking for the product he/she is selling. And I appreciate the telemarketer who kept it short after knowing that I am not interested, rather than dragging the conversation on and on.

    • BusinessTime profile image

      Sarah Kolb-Williams 

      8 years ago from Twin Cities

      What a great hub! I had an experience with Macy's customer service last week in which I could not for the life of me get a real, human response from the gentleman -- he was getting so tripped up in his yes-ma'ams and no-ma'ams and thank-you-for-that-information-ma'ams that he wasn't making a lick of sense. I finally politely excused myself and called back just to speak with another who was able to sound professional while also conveying actual information. (Maybe he stumbled on this hub at some point...?)


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