A call center job might be too general for people who barely know anything about it. But did you know that there are actually two kinds of call center jobs? These are the inbound and outbound call handling. When you deal with callers who have complaints about certain services or products, then you’re an inbound call center agent. But when you’re the one calling for clients or potential customers, then you’re an outbound call center agent. Although being an inbound agent can be challenging especially when there are a lot of irate customers, some say that being an outbound agent is even harder. Who wouldn’t agree with that when an agent has to convince a person to buy this or that in just a few minutes, right? It’s like selling something over the phone when you know the the client you’re talking to is not really interested. You really have to hone your persuading skills in order to get more “yes” from customers. So here are some of the ways on how to convince clients:
1. Don’t shock them
This doesn’t mean a practical joke that will make the customer on the other line to leap on his chair in shock. When you are introducing a product, people tend to get the hint that you are trying to sell them something that they don’t really need. You should start your conversation by asking them some of the problems they deal with which has something to do with the product you’re promoting. Don’t sound too scripted because clients will feel that you have the sense of urgency to sell, which is a turn off for them. Ask them questions and slowly shift the conversation to a more persuading manner like “Don’t you think that you need a new washing machine to get rid of those problems?”. This way, the potential client will feel that you are really dedicated in finding solution to their dilemmas.
2. Talk professionally and slowly
There are some outbound sales agent who promote products without even giving the potential customer a chance to talk back. And the result? Cut off conversation. If you don’t want this kind of situation to happen to you, you better learn to have a slow yet steady talk flow. Make your voice low and modulated because it gives the impression that what you’re saying is trustworthy and credible. When you noticed that the person on the other line is quite getting convinced, then that’s the time that you tell about the product’s/service’s features. Also allow a the client to ask some questions and never interrupt when your client is talking
3. When it’s a hard NO, don’t stay on the conversation any longer
Selling through phone call is not always successful. Being an outbound sales agent, you have to be ready in encountering people who are 100% not interested with the service or product you’re offering. Getting a hint if a person is interested or not is not that hard to notice. Just remember that if the person gives a hard NO, end the conversation politely. It would be better if you let go of that call and find another potential customer than pursue a person’s “yes” when you know that it’s always been a “no”.
The success of selling a product or service through phone call is very unpredictable. There are times that even if you’re exceptionally skilled in convincing people, you will still get rejected. Having a high rate of sales just depend on the decision you make. You should know when to drop off the call and you should know whom to pursue. It’s not just a matter of technical skills. Often times, you have to use your common sense and know what wise steps to take.