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I work in an inbound call center and I help supervise the sales floor. For the purposes of sharing and discussion here is where I'll review some basic information about our process, but first, some background information: We specialize in soft offer advertisement in the direct response industry. This is where the caller does not know about a price. The call to action is usually something along the lines of 'call in for your risk free trial'. 'Call to find out about your free month supple'. It is the job of the agent to learn the need of the caller, offer the product as the solution to their problems and offer a pay up front price or a free trial in which there is a delayed billing mechanic (usually with continuous billing attached).
A call is basically divided up into sections:
Greeting
Learn the Need - This is where the agent learns about the caller's problems and their level of commitment. The agent provides supportive responses and only asks open ended questions to invite the caller to share (as opposed to close-ended questions which are yes/no type). If done right, the agent builds great rapport and gets the caller to tell the agent how to be sold to.
Offer the benefits - the main part of the body where we offer the primary benefits of the product. Ideally this is tailored completely to the caller, based off the information obtained in the Learn the Need. We do not want to sell one size fits all. The goal is to personalize the product.
Seize the sale - We close confidently and we are assumptive. We do not ask if they are interested, we ask what is the best address to send this to. We do not ask if they would like a bottle. We ask if they want the 1 bottle or the buy 2 get 1 free (option close).
Objections: Most of the time the caller gives a smoke screen objection, meaning it is not really the reason they are not buying. A good smokescreen would be "I don't have a card right now" or "I'm driving down the road" or "I have to talk to my husband". The agent uses a specific rebuttal process designed to uncover the true objection so that it can handled. During the process the agent is re-building the value of the product and tailoring to the caller once again. The reason why callers give smokescreen is because it's the easiest way to get you off the phone. It's more difficult over coming not having a card than being worried that the product may disturb your sleep or that you are worried about not being able to get out of the continuity program. The last two reasons can be over come with logic and reasoning. There is no getting around not having a card to pay for shipping and handling.
XSELLS and UPSELLS: If you've ever ordered on the phone, then you know that once you've made the initial purchase, the show is not over. The agent has your card and he or she is now going to upsell you and maximize the order. It's the name of the game and part of the business. Please don't take it personally against the agent. If you gave her a hard enough time during the initial pitch, she may not even WANT to offer those xsells to you, but then she's got someone like myself watching over her to make sure she is doing her job and making the company money :smug2:
A call is basically divided up into sections:
Greeting
Learn the Need - This is where the agent learns about the caller's problems and their level of commitment. The agent provides supportive responses and only asks open ended questions to invite the caller to share (as opposed to close-ended questions which are yes/no type). If done right, the agent builds great rapport and gets the caller to tell the agent how to be sold to.
Offer the benefits - the main part of the body where we offer the primary benefits of the product. Ideally this is tailored completely to the caller, based off the information obtained in the Learn the Need. We do not want to sell one size fits all. The goal is to personalize the product.
Seize the sale - We close confidently and we are assumptive. We do not ask if they are interested, we ask what is the best address to send this to. We do not ask if they would like a bottle. We ask if they want the 1 bottle or the buy 2 get 1 free (option close).
Objections: Most of the time the caller gives a smoke screen objection, meaning it is not really the reason they are not buying. A good smokescreen would be "I don't have a card right now" or "I'm driving down the road" or "I have to talk to my husband". The agent uses a specific rebuttal process designed to uncover the true objection so that it can handled. During the process the agent is re-building the value of the product and tailoring to the caller once again. The reason why callers give smokescreen is because it's the easiest way to get you off the phone. It's more difficult over coming not having a card than being worried that the product may disturb your sleep or that you are worried about not being able to get out of the continuity program. The last two reasons can be over come with logic and reasoning. There is no getting around not having a card to pay for shipping and handling.
XSELLS and UPSELLS: If you've ever ordered on the phone, then you know that once you've made the initial purchase, the show is not over. The agent has your card and he or she is now going to upsell you and maximize the order. It's the name of the game and part of the business. Please don't take it personally against the agent. If you gave her a hard enough time during the initial pitch, she may not even WANT to offer those xsells to you, but then she's got someone like myself watching over her to make sure she is doing her job and making the company money :smug2:
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