Copyright, 1996 © Dale Carnegie & Associates, Inc. Telemarketing Strategies Presented by: Kory J. Mikesell for Konica Business Technologies

Is Telemarketing more effective than canvassing? In an average 4 hour telephone “blitz” you can reach 60 to 80 companies.In an average 4 hour telephone “blitz” you can reach 60 to 80 companies. In an average 4 hour canvassing “blitz” you can reach 15 to 20 companies.In an average 4 hour canvassing “blitz” you can reach 15 to 20 companies. The best use of the phone is to reach more contacts.The best use of the phone is to reach more contacts. The best use of canvassing is to find “new” companies and to get an idea of ones you already knew about.The best use of canvassing is to find “new” companies and to get an idea of ones you already knew about.

Why Telemarket? Let’s do the math………... IT’S CALLED

The Law of THIRDS 300 phone calls = 100 contacts.300 phone calls = 100 contacts. 100 contacts = 30 new suspects.100 contacts = 30 new suspects. 30 suspects = 10 new appointments.30 suspects = 10 new appointments. 10 appointments = 3 solid prospects.10 appointments = 3 solid prospects. 3 Solid prospects = 1 SALE!3 Solid prospects = 1 SALE!

So how much $ do you want? $3,000 in commissions requires approximately $30,000 in revenue.$3,000 in commissions requires approximately $30,000 in revenue. $30,000 in revenue requires 3 sales.$30,000 in revenue requires 3 sales. 3 sales requires 10 prospects.3 sales requires 10 prospects. 10 prospects requires 30 appointments.10 prospects requires 30 appointments. 30 appointments require 300 phone calls30 appointments require 300 phone calls 300 phone calls requires 14 calls per day…….. EVERY DAY!300 phone calls requires 14 calls per day…….. EVERY DAY!

Don’t give up! 80% of all sales are made after the 5th sales call.80% of all sales are made after the 5th sales call. 48% of the sales people give up after the first attempt.48% of the sales people give up after the first attempt. 25% more give up after the second attempt.25% more give up after the second attempt. 12% more will give up after the 3 attempt.12% more will give up after the 3 attempt. 5% more will give up after the 4 attempt.5% more will give up after the 4 attempt. ONLY 10% OF ALL SALES PEOPLE WILL COMPETE FOR THE BUSINESS!ONLY 10% OF ALL SALES PEOPLE WILL COMPETE FOR THE BUSINESS!

Work S.M.A.R.T. S et reachable goalsS et reachable goals M anage your timeM anage your time A void interruptionsA void interruptions R ecord your activityR ecord your activity T rack your progressT rack your progress The hardest thing about telemarketing is overcoming call reluctance. If you schedule your telemarketing time like a valuable appointment it becomes much easier.

You can’t tell the players without a scorecard. The “Gatekeeper”.The “Gatekeeper”. The “influencer”.The “influencer”. The “Decision Maker”The “Decision Maker”

Tips to Telemarketing Be prepared and brief.Be prepared and brief. Set short term goals.Set short term goals. Give as little information as possible.Give as little information as possible. Don’t be defensive.Don’t be defensive. Use reference selling.Use reference selling. Give the purpose for your call. Speak 1/3 slower than normal speech. Smile. Never give them an easy “out”. Choose your words.

The “GATEKEEPER” ( The “GATEKEEPER” (Otherwise known as the receptionist) Their job is to find out:Their job is to find out: - Who you are - Who you represent - if what you want is important enough to give you what YOU want. ] Give them what they want: - State your name - State your company - Tell her what you want - Ask to be put through

Gatekeeper Script Hello, my name is (___________) I’m with (__________). The purpose of my call is to find out who at your company I responsible for acquiring your office equipment. Could you tell me who that is please? (get full name and spelling) IS HE/SHE IN? WILL YOU PUT ME THROUGH?

Tips for working with the Gatekeeper Little or no authority but tremendous power.Little or no authority but tremendous power. Building rapport is criticalBuilding rapport is critical Do not play games.Do not play games. Asking for their help is a good scheme.Asking for their help is a good scheme. Avoid them if necessaryAvoid them if necessary Be friendly but firm.Be friendly but firm. SMILE!SMILE!

The “Influencer” ( Masquerading as the Decision Maker) Similar to the Gatekeepers scriptSimilar to the Gatekeepers script Speak slowlySpeak slowly Be preciseBe precise Close for the appointmentClose for the appointment Overcome the objectionOvercome the objection Close for the appointmentClose for the appointment Get an appointment or get the informationGet an appointment or get the information

Influencers Script Hello, my name is (_______) I am with (________) The purpose of my call is to set an appointment with the person who makes the decisions regarding your office equipment. IS THAT YOU? (wait for response) I’d like the opportunity to introduce myself, my company, our products and services in hopes of being able to bid for your future business. Are mornings or afternoons usually better for you?

Handling Objections Tips: Be relaxed, objections are natural Don’t be defensive Work on a positive attitude Smile! Steps: Pause after the objection Listen carefully Ask questions Get clarification

The BIG “6” objections I’m way too busyI’m way too busy I’m not interestedI’m not interested We have no needs right nowWe have no needs right now You’d be wasting your timeYou’d be wasting your time I already have oneI already have one Send me some informationSend me some information

“I’m WAY too busy” Have I called at a bad time? When would be a better time?Have I called at a bad time? When would be a better time? I understand, should I call back this afternoon?I understand, should I call back this afternoon? I know how you feel, my schedule is very tight too. Should I’ll call you tomorrow or is the day after better?I know how you feel, my schedule is very tight too. Should I’ll call you tomorrow or is the day after better? Are mornings or afternoons better for you?Are mornings or afternoons better for you?

“I’m not interested” I understand how you feel, I wouldn’t expect you to be interested in something you knew little about, that’s exactly why we need to meet! What exactly aren’t you interested in? You owe it to yourself to see what we have to offer.

“We don’t have any needs…” You may be right! However many of the people I meet with find the solutions we offer fill need they didn’t even know existed!You may be right! However many of the people I meet with find the solutions we offer fill need they didn’t even know existed! With the dawning of a new age of digital equipment the advances in productivity alone are worth investing 15 minutes of your time to see what we can offer you.With the dawning of a new age of digital equipment the advances in productivity alone are worth investing 15 minutes of your time to see what we can offer you.

“You’d be wasting your time” I’m glad you value your time, I wouldn’t waste a minute of it. If after 10 minutes you don’t agree that we have something to talk about, we’ll shake hands and part friends. Our products are designed especially to save you time….that’s precisely why we need to meet.

“I already have one” Excellent, then you know what kind of an impact they can have in your office.Excellent, then you know what kind of an impact they can have in your office. That’s exactly why we need to meet. If your like most of the people I meet with they have no idea of the kinds of applications that are available with today’s newer technology.That’s exactly why we need to meet. If your like most of the people I meet with they have no idea of the kinds of applications that are available with today’s newer technology.

“Send me some information” Excellent idea! So that the information I send you will be of some value, what kind of equipment are you currently using? What information specifically were you interested in? Some people use that old stand by just to get off the phone, I know your not one of those, so what did you want me to send you?

Tricks of the trade (Or Key phrases to answer objections) I can hold while you check.I can hold while you check. I’m sure you get hundreds of calls just like mineI’m sure you get hundreds of calls just like mine I’m just trying to earn the right to your future business.I’m just trying to earn the right to your future business. What specifically did you want………What specifically did you want……… Tell me more about that……Tell me more about that…… Are mornings or afternoons usually better for you?Are mornings or afternoons usually better for you? Oh, just one more thing.Oh, just one more thing.

Summery Q & A