The biggest challenge for a salesperson is how to not sound like one when spilling spiels. That’s because “people love to buy, but hate to be sold to.” That means most customers would want to do their shopping undisturbed. One of the many reasons why e-commerce locally has seen record-breaking growth, especially since the pandemic lockdown started last year. But this came with a price of people getting scammed easily of their hard-earned money and having more trust issues with online sellers. Which makes it more important these days for telesales professionals to focus on rapport-building, at least during the first few interactions, than traditional selling with which we’ve been trained to close the deal every chance we get.continue reading »
Most call it script, others call it dummy dialogue, I used to call it calibrated interaction, but now it’s commonly referred to simply as spiels, what contact center professionals use as either guide for managing calls or workflow to simulate calls and come up with the most productive information exchange, with the aim of providing the best possible call experience, for both ends.
Spiels can be in the form of questions and responses for specific call situations, sometimes printed (like a story script) or part of a training manual, or integrated into the CRM applications and call management software, a lot of times remaining unchanged or standard, tweaked only as the need arises.continue reading »
When your work involves any type of “selling” and in my case, it’s done mostly over the phone, every day seems to be an unending race for bigger numbers. And the challenging task of delivering these numbers are of course carried on by front-liners, guided by operations managers and team leaders with the focused mission of making sure precious calling hours on a shift are spent productively, with agents skillfully using voice, spiels, and attitude, to ensure that the day’s output stays on target.
While the combination of a pleasing voice, engaging spiels, and a positive work attitude help in building confidence, honesty, or transparency in teleselling proves to be a very important strategy in not only bringing in the sales but in making sure you engage in transactions that are intended to provide value to customers and from which the company will be able to grow its business. While most would engage in schemes to win the numbers game, the versus mentality tells us to do otherwise.continue reading »