Scriptwriting 101 Part Two
This is the tricky part. After you have gotten the go ahead that the prospect is interested in talking with you further and you´ve asked enough probing questions to determine that the prospect is hot, and then the hard part comes. You must convince him/her to agree to one of the following a) to meet with you b) agree to a sale c) agree to a quote d)agree to literature being sent e) agree to a call back .You get the point. Whatever it is that you want from the prospect you must ask for it. If you don’t then, you won’t get what you want.
Hopefully you have introduced your company, established rapport, created a need and handled objections. You will have asked open ended probing questions and stated the purpose of your call clearly and with confidence. Once you´ve made sure this is a viable prospect then and only then would I suggest giving more detailed info on your firm(prices, special promotions etc) Now its time to close the appointment/sale. There is no one way to do this. Here are a few tips.
Just like in sales, a good telemarketer is always closing even at the opening of the
presentation. The best way to close is to probe first. Then state your course of action.
Are you interested in accepting proposals this year? When do you come up for renewal? How often do you take bids? Are you paying too much for your insurance?
Always close with a non-threatening statement. “I think we should meet with you to tell you more about the company leave you with some information to review and then get back to you with a quote. Okay? How is Tuesday at 4pm?”
The good thing about an assumptive close is that it assumes a positive response from the prospect. However, if you walk the fine line between assuming and being pushy, then you run the risk of alienating the prospect.
“We’d like to meet with you on Tuesday at 4pm okay?
This is my favorite close because it reinforces the prospect’s concerns by repeating them back to them.
“Now you said that you are up for renewal in March and your not sure if you are accepting quotes from another broker, is that correct (Wait for response)? Well, we will be in the area on Tuesday and Thursday and would like to meet with you for 15 minutes just to tell you more about the services that we provide, leave you with some info and at that point you can let us know whether or not you would like us to give you a quote. How does that sound to you? (set appointment)
The reinforced close lets you maintain control of the situation while still letting the prospect make the final decision. By repeating the benefits and concerns back to them, you are also giving them an opportunity to think about how happy they are with their current service or product.
This is an except from my book “Telemarketing Success for Small and Mid-sized Firms” available at http://stores.ebay.com/telemarketing-success or via e: mail at email@example.com or phone 415-267-4872
Tony Wilkins is the owner of Telemarketing Consulting Services and author of "Telemarketing Success for Small and Mid-sized Firms´ available in most bookstores and online at www.amazon.com and www.xlibris.com you may also find out about his workshops and services at http://stores.ebay.com/telemarketing-success or via e: mail at firstname.lastname@example.org or phone 415-267-4872 .If you´d like to be notified of a new posting for this column, please contact Tony Wilkins at email@example.com