How to Handle Rejection – A Telemarketers Guide

If you are a telemarketer, it’s imperative to have ‘thick skin’. This industry has unfortunately been given a bad reputation in the past due to underhand sales techniques in the business to consumer industry, however, we overcome this through consistently high results and strong, moral brand values.

How to handle rejection - A telemarketers guide

Although it seems obvious, the best way to overcome rejection is through positivity. Remaining confident and in high spirits will allow you to carry on with the task you set out to achieve without becoming downhearted. Productivity will increase as less time will be spent dwelling on aspects that cannot be changed. It’s vital to remain positive when accepting the next call, as a negative, downbeat attitude will become apparent to the contact at the other end of the line and you will lose the sale before you have even begun. One of the most successful tips within telemarketing is to pick up the phone immediately after generating a lead, as that positive energy will pass on to the next prospect.

 

When handling rejection, it’s important to recognise where things go wrong and consequently learn from them to prevent them from occurring again. Telemarketers can then utilise peer to peer learning, which in turn helps the whole team to improve. Sharing experiences of what has worked and what hasn’t worked will help to eliminate problems for people quickly and more efficiently, making the whole operation run more smoothly. Otherwise, the whole team would be making the same mistakes and it would take a lot longer to become experts in the industry. We hold regular team meetings at the Lead Lab, during which we listen to call recordings of both good and bad sales pitches and analyse them together. This helps everyone understand the standard to which we work to as a company, so we can continue to generate successful results.

 

There are many occasions in telemarketing when the contact isn’t ready to buy at the specific time you call. That’s why it’s still important to get as much information across as possible; to inform them of why they do need the product you’re offering. After more consideration and discussions within their own business in the near future, they might come to the decision that they are ready to buy – and in that moment, you want to be in the forefront of their minds. This is achieved by communicating as a memorable brand and providing efficient information.

 

Lastly, negatives must always be changed into positives. Contacts may challenge certain aspects of the product/service you’re offering, but this is the best opportunity to convert them; their outlook may seem negative, but they are giving you the chance to answer their queries and investigate whether they can benefit from the product/service on offer. If, however, they are unlikely to benefit from the offer, we end the conversation politely and proceed to the next call. Ultimately, we do not want to waste anyone’s time – our sole mission is to improve people’s businesses, whether that is our clients or the prospects we are calling.

Why Growth Is Still Important at Your Peak

Many businesses tend to slow down once they reach their perceived peak. Which is why it remains their peak and usually decreases ongoing. We think the key to success is to keep growing – even when you feel you’re at the top of your game.

Why growth is still important at your peak

One of the most important contributors to growth is retention. Retaining clients is a huge win for us – in fact, it’s the only way we profit. Knowing that a client has rebooked due to successful results and exceptional service is what we pride ourselves on; this helps us to prove concept for future prospecting. In order for business growth to materialise, we need to satisfy and preserve the clients who are currently investing in us by providing a service that meets and exceeds expectations. In turn, this encourages recommendations and word of mouth referrals – which is the best way to win new business – as trust has already been built, which is especially important in the telemarketing industry.

 

The next important step to implementing growth is to win new business on top of retaining current clients. Does your market know you exist? If not, you need to increase your marketing, as there are potential clients out there that need your service but haven’t heard of you, therefore you need to tell them. This is exactly what our service provides. Through lead generation and appointment setting, we raise brand awareness and find those prospects who are likely to be interested in our clients offering. Without that initial brand awareness, it’s hard to initiate business growth and increase sales. The key aspect to remember with telemarketing is that your audience may not be ready for your offering right now, but, if you make them aware that of your company’s presence and create an engagement that is memorable, they will remember you when they are ready – which is key, and ensures you have a longer sales pipeline.

 

The final thing to consider when managing business growth is to review whether the business is moving in the right direction, as this will reflect on your original goals. After all, you want your growth to be in correlation with everything you originally set out to achieve. The Lead Lab intends to facilitate and accelerate the growth of our clients, through this, we hope to retain those clients and build an exceptional reputation for our brand.  If our business wasn’t growing in that direction, we would have to question our processes and business concept. Part of business growth is establishing your brand and creating a deeper value to what it represents, this is crucial to us as we want to reflect an offering that produces a positive impact through brand awareness and provides warm sales leads that give businesses the opportunity to convert, and as a result, increase overall sales.

 

If you’re looking for methods to advance business growth and want to learn more about how we can help – call us on 0333 207 0540.

Getting the Best ROI

When deciding to go ahead with a lead generation campaign, it’s important to know that you’re going to get a good return on investment. We know this and like to ensure a good ROI through a number of different factors.

Getting the Best ROI

The first thing to consider when setting up a successful telemarketing campaign is the contact data. Data is one of the most important ingredients within lead generation, because it contains the contact information of the prospects you will be introducing your product to, and if the information is either invalid or incorrect, you’re not going to get very far. We have used the same provider for over 3 years, simply because we have consistently provided good results whilst using their data, which is fully GDPR compliant with paper trail evidence of opt-in information upon request – which is an important factor in our industry now.

 

Having an experienced telemarketer is a given when working with us, but it does massively assist in the smooth running of a lead generation campaign. Our clients have to put a lot of trust in a telemarketer when allowing them to represent their company, and a large part of our set up process requires plenty of communication between our clients, the account managers and the telemarketers to fully understand their company culture. When a client rebooks after an initial campaign, it allows the relationship to continue to grow, meaning the telemarketer can become more knowledgeable in the product/service they are promoting, and therefore become more confident when speaking to prospects on the phone.

 

As a company, we believe in creating a motivational and enjoyable environment for everyone in the office. We want people to be happy in the workplace, and not to dread coming into the office each morning. We know this is the best way to encourage good results. Setting realistic but challenging targets help create healthy competitiveness within the team, which is vital in the sales industry.

 

Another part of our set up process involves working closely with the client to produce criteria against which the telemarketers can qualify leads with. For many high value products and services, the contact needs to have certain qualities in order to be a worthwhile prospect. For example, one of our clients, The FD Centre, requires the prospect to operate within a business turning over at least £1 million to warrant the placement of a part-time Finance Director, who would be charging £1,000 a day for their service. Having criteria helps our telemarketers avoid booking meetings or passing through leads which definitely wouldn’t convert. This prevents time wasting whilst increasing productivity.

 

Lastly, it’s important to give your campaign enough time to get off the ground. Some campaign aspects can take time to develop, such as the telemarketer’s product knowledge, the efficiency of passing leads through to the relevant person within your business and testing different communication variables to find out which gets the best response. Being patient during this stage will allow you to see the processes which work best, thereafter you can expect to get good results consistently and a high ROI.

 

To find out more about our B2B telemarketing services call us for a non-committal chat on 0333 207 0540.

Telemarketing Life Hacks

Telemarketing can be extremely complex; it’s a mixture of ingredients that contribute to a successful campaign – which is why it’s important for you to choose the right company to get good results (look no further!).

Telemarketing Life Hacks

Firstly, we think it’s important to keep your employees motivated and content in the workplace. After all, happy employees mean happy clients – and a happy client is our goal. We do this through maintaining a positive, peer to peer culture within the office, and holding regular socials to keep the team close and increase team building skills. We have found that socialising with the whole team in a more relaxed setting allows everyone to really get to know each other and learn more about them – as opposed to just the job role they fulfil. We even take a trip to Ibiza once a year with the team, as giving everyone something to look forward to and get excited about creates a huge buzz in the office!

 

The ability to handle rejection is a must-have trait for any telemarketer. If they don’t have this, we know they will struggle with any campaign we undertake. In order to handle difficult situations, it’s crucial to remain positive and polite at all times. We want to generate leads, but we don’t want to be pushy, meaning it’s important to listen to, and respect what the prospect is saying. This is one of our core values.

 

Before any campaign begins, our telemarketers have to be knowledgeable. Providing a high quality of product training is paramount to us because it allows the telemarketer to be confident and passionate about the brand, whilst being capable to answer any questions that might arise, which consequently builds trust between the company and the prospect. Acquiring this knowledge also enables the telemarketer to truly believe in the company’s service and therefore become an enthusiastic brand advocate for the business, which will eventually become contagious during their conversations with prospects. Ultimately, we want to act as an extension of our client’s business, meaning that we have to know the product inside out. This is why we spend a lot of time to prepare each of our campaigns; to get to know the business and its background.

 

Finally, one of the best hacks to a successful telemarketing campaign is a targeted database. We want to be contacting prospects that are likely to be interested in our client’s offer, therfore we need to be contacting their target market – rather than just anyone – to increase the chance of conversion. We can source data for our clients through trusted providers (before you think it – yes, they are GDPR compliant providers!) or we can use a database provided by the clients themselves.

 

A mixture of these elements will allow your campaign to run smoothly whilst generating high quality and valuable results and opportunities.

 

To find out more about how lead generation could apply to your business specifically, get in touch with our Sales Director – Joe McWilliam – on 0333 207 0540.