The telemarketing is part of the communication strategy of an organization, and is one of the tools available to get in touch with our target audience and our own customers. What is telemarketing? Do you know its advantages?
Definition What is telemarketing?
Any organization has its own marketing mix, that is, its own product or service, its price, its distribution and communication channels. Within the latter, there are in turn different ways of relating to our potential clientele. One of them is telemarketing.
We can then define telemarketing as a type of direct personal communication that we establish with our target audience. This is done over the phone, which is why it is also called telephone marketing.
How can we benefit from telemarketing?
This type of marketing has the characteristic of being personal and interactive. That is, the conversation occurs in real time and both parties have the opportunity to interact. Although it may be more intrusive than other means, it also has a higher potential.
Telemarketing is often used to support the main communication strategy. Thus, a campaign that consists of sending letters or spreading through advertisements for massive visibility, can be accompanied by this tool to support sales.
In this way, a close follow-up of certain clients would be carried out or interviews, sales, updating databases, etc. could even be arranged. The functions of telemarketing are very varied and, if used correctly, it has many benefits for the general strategy of a company.
When the public knows who they are talking to, they are more open to communication and perceive these calls as part of a complementary service. However, non-personalized calls to clients we don’t know are considered annoying and intrusive.
Advantages of telemarketing
At a general level, we can establish a series of advantages for telemarketing when we use it as a complement to the main strategy.
– Interactivity: By speaking directly to someone, we can ask questions and resolve any type of doubt or objection. In addition, it is more personalized. In a world where we practically only talk to machines, human-to-human interaction is valued positively.
– Speed: Being immediate, we obtain the information at the same time.
– After-sales service: It allows us to reaffirm the purchase, better the service offered and resolve all the doubts that may arise after the purchase.
– Additional sales: When we deal with current clients, we can offer specific additional products for them.
– Flexibility: It allows to act quickly when unforeseen events have arisen or we want to improve some aspect of the sale or the relationship itself.
Although the main drawback of telemarketing lies in the establishment of the communication itself, when it is achieved it is very beneficial for both the company and the customers in question.
FIVE INFALLIBLE TELEMARKETING TECHNIQUES
Telemarketing or telephone marketing is one of the direct marketing techniques used to increase sales, promote or communicate a product, conduct research and studies, or gather information.
It is supported by Contact Center platforms or Customer Communication and Management Centers where at least call emission and reception services are integrated, and has become a strategic element of the customer relationship management system and covers the purposes of contacting, communicating, informing, satisfying, loyalty and prescribing.
THE BEST TELEMARKETING TECHNIQUES
In this article we give five tricks and techniquesof Telemarketingtomake successfulcalls that must be taken into account to achieve your goals.
1. SET GOALS.
Before designing the action plan for the Telemarketing campaign, we must be clear aboutthe objectives that we are going to want to achieve with our campaign, the main objective. In addition, we must identify what barriers we may encounter and possible setbacks to decide how we will manage them if they occur.
2. MAKE A SCRIPT .
Once the objectives have been defined and how we are going to face adversities, we must prepare a script to help us achieve the objective and resolve setbacks. We must mark some key points that help us conduct the call, we must not write every word that we are going to say in the call, but we do have some key points that we cannot forget. You may be interested to also know the keys to the success of a Telemarketing call .
Given the barriers that we may encounter, we must have clear and elaborate arguments, since it can be a key tool for sales that we believe impossible.
This script and argument must be written thinking that the main thing is to speak little and listen to the client, in order to take advantage of the information you provide us.
Prepare the questions and proposals that we are going to make to the client with the idea that they respond positively and that they can never answer no. In this way, if we avoid questions and instead make direct proposals, we will obtain better results.
The ideal before starting to make calls is to prepare a list of 30 contacts to monitor the results and evaluate the actions we must take. To do this, at Ydoxy we teach you how to do it
3. COMMUNICATE WITH THE CLIENT CLEARLY
Using the Telemarketing technique requires a control of the tone of voice and a very studied speech, providing the most natural way possible to make it sound more sincere. Sincerity is the key point to create the bond of trust with the customer, and it is a real effort for the telemarketer, but it will mark the success or not of the call.
In addition, telemarketers must speak clearly and calmly so that the receiver of the call understands everything and the conversation can flow better, do not ask questions, and we can redirect the conversation towards the sale.
Once the contact information has been collected to establish trust and connect with him, we must avoid giving information about our offer, so we can create trust. We must play with emotions, since they play a fundamental role in economic transactions, the more common elements with the interlocutor, the more likely we will have a good commercial result. If you want to know more about the relevance of the voice when doing Telemarketing, you can read this article.
4. BE PREPARED FOR THE “NO”
You should not take negative responses personally, even if they are answered in a curt and rude way. If there is a response from the contact in this way, you must redirect the call from a position of trust.We must not insist more than three times , since we must accept that the “no” is really a “no”, and say goodbye cordially, we must thank him for his time.
We should always do the latter, whether the call went well or badly.
5. MEASURE SATISFACTION
Another key factor that we must take into account in all the actions that we carry out for our Telemarketing strategy is the satisfaction of our clients . Although we have successfully established a contact, we should ask him about the quality of the call, which has seemed to him the relationship established in that act.
When we make the call to verify the satisfaction of the contact we can establish new contracting scenarios if the client has been satisfied with the established service, that is why it is so important to end the process with this action.
At Ydoxy our agents put these techniques into practice on a daily basis, and in the training sessions of the new services they help us to gain confidence and security, familiarizing ourselves with the product and service we are offering. In this way we can better control the objections that are presented to us by being more comfortable and confident in the way we offer our product or service, and this will be reflected in our trust and in the conversation we generate with future contacts.
With Ydoxy you have the opportunity to create your campaigns and take charge of the strategy . We have been providing these services for more than 17years, being experts in communication, management and information processing. The experience is endorsed by our clients managing more than 25 million records in numerous projects.
We recommend talking to our managers to answer your questions and understand our business model and how we work.
