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Tips for Creating an Effective Telesales Script - Globalteleforce - ContactCenterWorld.com Blog

Tips for Creating an Effective Telesales Script

Different call centres have their own approach in calling customers. Some prefer to stick with a script or template, while some don't. Actually, the answer lies in between the two lines. Why? Since there are scenarios wherein a script is inapplicable; therefore, you will need to improvise and create a personalised approach or use a script.

Even though some feedback says that having a script is like talking to a robot, but having no script at all is not really the answer to have a boost in sales. As mentioned above that the answer lies between the two; it is the fine line that divides a script and impromptu conversations. This means that the answer is a script that can be used in any given situation; a loose group of words that will not be regarded as a robotic format, but at the same time a planned approach.

In making a script, you should keep in mind two things: who's on the other side of the line and when is the time you will speak with them. Before doing so, the sales team should already have an idea regarding the prospects and customers. Information is needed in order to know how to approach a customer. And here are a set of questions for you to come up an effective telesales script:


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  • The reason why they will need what you're selling
  • Is this the first time speaking to this customer?
  • What’s your advantage compared to others?

 

After knowing the key elements, it is now time to have an outline for the script. On the first part, you should be able to get the attention of the other person on the line. Getting their interest is important since this is when you’ll know when they’re willing to listen. Truth be told, this is a challenge for the sales team. But, the sales team should find ways on how to steer the conversation since they will only have a short amount of time to turn things around.

However, this is just the start of the battle. After passing on the stage, this is the moment to ask further. Don't shy away from asking questions for you to have an idea on what their needs are. This will definitely help you know which solution fits their problem.

Lastly, once you think you have gained control of the conversation, it is time to end the call. Congratulations if you were able to convert them on the first try, but, if not, you should have a backup plan prepared. Don't be discouraged if the answer is still 'no' since your back up plan is to schedule a follow-up. Having this backup plan can help you get back on track and have a second chance of converting that prospect into a customer.

Having a script is essential for call centres since this serves as their guide on how to speak with prospects and customer. But there are times when a script is not applicable for a number of customers think of scripts as boring and robotic. That is why when looking for a contact centre outsourcing, you should be able to find a company who has agents that are flexible enough to adjust on using and not using a script but can still be engaging to make prospects convert into customers.

Image Credit: Briantracy.com

Source: http://globalteleforce.com/blog/tips-for-creating-an-effective-telesales-script

Publish Date: October 13, 2017 5:00 AM


2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 



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