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Professional telemarketers employ superior communications skills to understand customer problems, identify priorities for solving those problems, and help in a way that is convenient, cost-effective, innovative and timely. If you opt for in-house telemarketing instead of outsourcing your campaigns, specific staff training is essential. A solid training program should stress these points, as well as allow plenty of opportunities for trainees to practice their skills before hitting the phones:
Entrepreneur.com offers a number of excellent guidelines for telemarketing trainees on creating the proper ambiance, goal-setting and developing a personal phone style:
Push the "record" button on your tape recorder, and pretend you're talking to a new prospect. Play back the tape, and listen to your conversation. Ask yourself how you could improve your delivery. If your voice seems unnatural and the dialogue contrived, do not despair. As you practice and participate in real phone experiences, you will improve. Mastering the art of cold-calling is no different than improving your golf swing or skiing technique.
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