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Coaching people in telesales

Discussion in 'Offline Marketing' started by Nick1, Jul 9, 2012.

  1. Nick1

    Nick1 Junior Member

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    Anyone have any experience with it?

    Any tips?

    I have one guy with a really thick indian accent. He has a pretty good work ethic and is educated, but man, after a week, he had no sales and people are still having issues with understanding him on the other end.
     
    Last edited: Jul 9, 2012
  2. Wings[SENSE]

    Wings[SENSE] Regular Member

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    Don't hire oversea telemarketers IMHO.
     
  3. Nick1

    Nick1 Junior Member

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    He;s not overseas... It's a 9 to 5 job that he has.

    . I would just hate to have to let him go, because (unless I'm being fooled) he seems motivated and he actually seems to have a good mathematical background and fair understanding of programming, which may prove to be very useful in the future , but right now I really need sales, that's why I put him on a dialer.
     
  4. hawgbert

    hawgbert Jr. VIP Jr. VIP Premium Member

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    Tough call. If it's an issue of prospects not understanding him, it may not be something that can be coached up. Is it a product than can helped along with some online meeting software to help illustrate the main points?
     
  5. Nick1

    Nick1 Junior Member

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    Yeah, it's just mobile website design. Once the prospect gets to a computer,the concept really pops out in their mind then it's a lot easier from there.

    The thing is that he is mumbling sometime and speaks lowly. Sometime, there are also peculiar issues like short seemingly random pauses midsentence:

    "10 000 people are googling (2-3 seconds pause) your restaurants (1-2 second pause) every months."

    I did roleplaying and it seemed to help.It's leaps and bounds better then the start of the week, but there's still a lot of room for improvement.
     
  6. squidkai1

    squidkai1 Junior Member

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    There can be several factors into while the sales aren't being landed. A week is really too short to be honest to really test the water with someone new. They have to be able to fully understand your business model, be able to answer questions that come up that haven't been role played, etc.

    If you have done telesales before, I would suggest having him listen in on your calls to get into the rhythm. Sometimes it just takes hearing a few to get the basics down.

    As far as the mumbling goes, that will end up hurting you in the long run. Call centers train their sales reps to be clear when talking to potential customers / clients. Basically just making them mindful of what they are doing usually will get them to stop doing it. Case and point, I use to hum when I worked at a call center lol. All it took was someone pointing it out to me and I stopped because I had no clue I was even doing it.

    Hope that helps a bit.
     
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  7. flexpaydude

    flexpaydude Regular Member

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    Have him practice a standard script until he can nail it without stumbling. Of course, you want him to be able to get to the point that it doesn't sound like he's reading a script. It will build his confidence and allow him to improvise and adapt to the conversation as needed....but first, have him perfect a standard script.
     
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  8. Nick1

    Nick1 Junior Member

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    OK I have two guys that made around 5000 dials and pitched more then 400 times together in two weeks (first guy arrived this monday) and somehow they have not been making sales.

    It's the first time I try telemarketing and the numbers are completely mindboggling. I can't my mind as to how there's not even one dummy who will pickup the phone and doesn't want to buy in this list of 5000.

    Thanksfully, Indian guy can now be understood by prospects after about 2 hours of roleplaying and seeing another guy with experience pitch.
     
    Last edited: Jul 13, 2012
  9. dkh1978

    dkh1978 Regular Member

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    What I would do, is record some his calls, and listen them through with him, paying attention to every single detail of the call. This would be a one-on-one training. Even if he has a thick accent, there are many things that can be done, but he has to be aware of his weaknesses. Has he become aware of the fact that the clients donĀ“t even understand him by himself, or was it you or somebody else telling him that?

    How many calls is he placing daily? What is the success rate of your other employees?
     
  10. dkh1978

    dkh1978 Regular Member

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    Missed this post first...

    With these numbers, I think there is something now wrong with the "script" or strategy.

    How have you targeted the list?
     
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  11. Nick1

    Nick1 Junior Member

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    Basically I am using this script, everything is built around it:http://thetelemarketingforum.com/index.php?topic=2592.msg17414#msg17414

    The rough idea is to make a google search for keyword, and then pitch them/negotiate based upon the potential revenue that a mobile website can bring them.

    I made the search for a number of restaurants by types and city. The list is taken from the yellow pages from restaurants with cities with lots of people googling for them on their mobile

    Honestly, I started two weeks ago, and there was not a single sale which is extremely surprising to me given the numbers. Apparently other people have had results going through the roof, but my own sales team has a lot of trouble.
     
  12. oxonbeef

    oxonbeef BANNED BANNED

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    Get it before it's deleted.
    Probably the best WSO you will find on cold calling.
    Code:
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    Last edited: Jul 14, 2012
  13. JDIZM

    JDIZM Junior Member

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    It all comes down to how the pitch is delivered mate. If they are stumbling and don't sound clued up about the product they are delivering then why would the person on the other end be convinced to buy? They get the same calls all the time and your pitch must be better or more targeted to their needs than the last guy who called.

    If they aren't making atleast one sale in their first week then I would think about getting someone else with a bit more experience unless you want to be paying to train these people up. People can either sell on the phone or they can't.
     
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  14. WebOracle

    WebOracle Regular Member

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    5,000 calls in two weeks? How many calls are these guys making a day? Do you have an auto dialer? That's 500 calls a day working 5 days a weeks.

    Are you paying your guys W2 or 1099?

    In my experience I have hired an Indian guy before and he had the same results. You have to put your self in the average american's shoes. Most people in the U.S have to deal with Indian Reps in the worst situations, there is a frequent cultural barrier that penetrates the call, that coupled with most frustrating situations that people are calling about leaves Americans with a bad taste in their mouth towards Indian call centers. Even though he is in the U.S and calling from a U.S number, from experience I thing that people still have this bad taste in their mouth(with all due respect towards India and Indian people) and automatically think they are getting a call from India regardless of the caller id.

    If he is motivated and dialing his ass off, give him a chance he is tying harder then 90% of everyone else out there. I would put him in a different roll and watch him accel. You could have him handle email leads, customer relations correspondence, face to face meetings, lead generation/appointment setting, etc. This is your best bet, in this business and in any business as the business owner you want to surround yourself around motivated people. Negative unmotivated people just drain your energy and slow down your company. Have faith in this guy if he is motivated and ambitious because if he is I am sure he will do well with you company in a different roll and add to your overall success.

     
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  15. Nick1

    Nick1 Junior Member

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    Yes I have an autodialer. That's pretty much the accurate number. In average, they do 500 calls a day Mon-Fri.

    I'm not in the US, I'm in Canada. They're both on salary currently, but they know that sales is a priority, thus they may be stressed because of this. I contacted the trainer of the script (Kanigan) and he told me that maybe there was a hint of desesperation in their voice and that is why they weren't selling.

    I'm not going to lay off people before I tried everything to make it work, even if it means giving them another job lol.
     
    Last edited: Jul 14, 2012
  16. poweronics

    poweronics Jr. VIP Jr. VIP Premium Member

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    That is one of the really great WSO's I have seen.
     
  17. hardybents

    hardybents Regular Member

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    Drop the Indian guy, if hes no good now, he wont be any good in a week, a month or a year. Cut your loses, now. You either have it or you dont. The other 2 guys sit them down and have a heart to heart with them. They need to produce or they are gone. It may be good to clear the entire room out and start fresh. Hiring is a huge part, in the interview I dont even look at them. I hand them our script, turn my chair around and have them read....Like I said they either have it or they dont. If they cant sell you on the first sit, they will never be any good. Hire Right! Now that you have yourself some good salespeople, stick them on the phone right away, baptism by fire...the ones that stick, they are your guys/gals.....You will waste so much time training douchbags, mitigate your losses. Its all a gam of numbers......
    Then the most important thing is your script....That script that you are following from the telemarketing forum sucks.....He "obviously" just wrote it as it sounded good to him....Its a total waste of time, and totally 1980's way of selling...well "mr prospect" etc.....I guarantee he never put it to use.

    I agree, stick to an industry....The salespeople and you want salespeople (hiring factor), hint hint.... should be able to call audibles on the fly....ONce they have hammered " 20 restaurants they will pick up on buzz words and common traits that they will innately be able to use to close an solid appointment. A TM call should be used to set a qualified appointment only , imo. Then you go out and close the deal face to face. I have years of experience all ways....and a TM set appt with a face to face close is by far the best ROI. Cut that script down, only talk to owners, try and establish fast rapport (very tough) a good salesperson will have this character, but so tough... ie; If its restaurants....Hey Bill this is ____ calling with _____. You own marios correct, really...I ate there about a month ago, I love you chicken parm...Is that family sauce, where is your family from is Italy, no kidding mine are from ? DOesnt matter, now you have made some connection.....Then hit them fast with why you are calling.....Bill I want to help you bring in new customers, people that have never heard of you and are looking for new places to eat. I know you food is good, but many people do not. I have a direct connection to these people. Do you have a second, I can go over what we do and how we do it and see if there is a fit?
    Bottom line is....Hire right, fire fast...you can not have a heart and win...its your money these people are wasting, you are not the Salvation Army. Train, mentor, but be tough on them, have goals they need to meet and have bonuses. Most important, you get on the pone and test the hell out of the script, perfect it and then have the agents use it.
     
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  18. oxonbeef

    oxonbeef BANNED BANNED

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    Please fix your post you have a live link direct to a thread on another forum contributed to by the author of the WSO I posted.
     
  19. Nick1

    Nick1 Junior Member

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    ^^ I would do it but for some reason since BHW went down for upgrade yesterday, the edit button has disappeared for my older posts...
     
    Last edited: Jul 16, 2012