A representative can suddenly stop embracing the phone calls. The reason being a dip in his or her performance. It takes a lot to get on top & stay there for a long time and giving up easily is not a way to stay on top.
An outbound call helps an agent to connect with the right customer, something that the inbound calls miss. This advantage already takes a lot of loads away from the agent. The client or customer that appears to the agent has the potential of turning into a buyer. All an agent has to do is redefine the concept of calling in the first line of the outbound call.
In this article, we will discuss 5 effective tips that can act as a guide and make the process of conversion of leads to sales a lot easier.
Here are the 5 most effective techniques to top outbound sales.
Prepare For Objections
No customer would be ready to spend their hard-earned money in the first attempt. An idea is first pitched by the agent and this is followed by the customer probing the agent to their satisfaction.
Raising objections or asking questions is a normal part of the process. The agent must be equipped with relevant knowledge about the industry. A company dealing with antivirus software would naturally face questions about cyber security. If the agent is unable to understand the question or answer the question properly, then the outbound call would not yield the desired result.
The best way is to prepare a logical script with properly designed branches. The branches in a script guide the agent in the direction where the conversion can be taken in case the situation begins to get awkward.
Get Specific Leads
Leads are either served randomly or assigned systematically. The process of assigning leads to agents systematically is the correct way to go. In the other case, the vendor providing outbound sales services must demand specific leads.
A company seeking to increase its sales figures cannot assign the details of the customers who are already using its products unless an upgrade is required to be pitched. Customers often visit the website and leave their details for a callback. These are the types of leads that must be shared with the agents.
The vendor, if allowed by the company, may refer to a third-party provider. There are professionals who collect data and sell them to companies for professional purposes. A bank might share your data with its insurance department as a part of customer service and an extension of taking care of your insurance policy.
The criteria of average call handling time or average chat handling time are misunderstood by the agents, especially if they have been newly hired by the company.
Their incentives depend on how fast a sale is closed. Hence, they attempt to get over a call as fast as possible. This misunderstanding must be cleared by the companies and the top managers of the outbound sales agencies. An agent starts assuming what the customer would speak and completes their sentences. This causes irritation to the customer who ultimately ends up disconnecting the call.
The agency must consider a way to enhance the listening skills of its agents. Telling them that a lot of small details that can help them close a sale are hidden in what the customer says would help.
Personalize Every Call
Every customer who is contacted by the agency has his or her background. This differs from customer to customer and hence, every call that is made is personalized.
The agent must have the skills to customize every call to personalize it as per the customer who is contacted. One basic technique is to speak the name of the customer. This must be done with high relevance and in appropriate numbers. Focusing on every customer is another key to personalize the call. For this purpose, there should be no distraction around the agent.
Taking a break can be difficult as a huge number of calls have to be made every day. This affects the performance of the agent. One way to resolve this issue is by recording a small voice message that would be played for around 15 to 30 seconds. This would reduce the pressure of the agent who can finally catch a small break between two calls.
Draw An Outreach Strategy
An agency that has the responsibility of contacting different types of customers every day would relate more to this point. Other agents who know what is outbound sales would also relate.
An outreach strategy includes designing a workflow or preparing an outline. These are the points that an agent must cover on the call. An agent who has to talk to a customer about insurance policies must know what he or she would speak about and in what manner. A sufficient amount of flexibility is vital for this point to deliver successful results.
Agents with a lot of experience can lack the ability to understand such strategies as they have been developed with the evolving trend in the market. In this case, the agents must be trained from the beginning.
These were the top five effective techniques to top outbound sales. Let us know if we have missed any other important points.