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The art of Telemarketing still remains tricky given the unpredictability of what could transpire during the call and the complexity of your customer’s needs. Even writing scripts can’t fully prepare you for what may happen during the phone call.
Carefully plotting the flow of your conversation in order to reach a successful close may come as a challenge when you are unable to fully grasp what your client truly needs. Luckily, there is a technique called RADAR that can serve as a guide in carefully addressing your customer’s concerns.
R- Establishing Rapport
There are no handshakes, eye contact and other body gestures in Telemarketing—so what are you left with? Fortunately, it is possible to establish rapport using your voice alone.
The key to this is to show authentic interest for your customers’ needs. During the call, it is recommended to avoid sounding distant and aloof. You have to see things according to your customer’s perspective. Actively involve yourself in your customer’s need to address a problem.
Rapport will set the tone for the entire duration of your call because it can determine the direction of the call. Establishing rapport is crucial when you aim at arriving at a successful close.
AD- Asking for Difficulties
People are wired to avoid difficulties at all costs.
Ask for the problems and inconvenience that your customers are experiencing—the more you emphasize the pressing issue that troubles them, the bigger the opportunity for you to enter into the picture and help in resolution.
Pinpoint the difficulties and list them down. These questions can give you a structure in listing your customers’ concerns:
1. What type of services does the client need?
2. What type of information does the client need?
3. What product is the customer looking for?
A- Affirmation
Customers have to know that their concerns aren’t falling on deaf ears. Writing down and highlighting their core concerns will help in wrapping up and bringing clarity for both you and your customer.
Keep up with your customer by taking down notes and clarifying their requests with questions like “If I understood you correctly sir/ma’am, you meant that ________?” or “Let me just repeat your concerns sir/ma’am, you mentioned that ______?”
This simple gesture is a way of confirming or validating your customers’ need to be heard and to be attended to. Repeating the main points implies that you are listening and taking the time to understand them.
R- Providing Results
Last but not the least is resolution. Once you have a firm grasp of what the problem/problems at hand, start offering insights and solutions like we do in customer service outsourcing in the Philippines.
You have to keep in mind that there are instances when customers will call about concerns that could be similar to others that you have encountered in the past. Therefore, you can categorize customer concerns under varieties of themes.
To save you from the time-consuming task of explaining yourself repeatedly, you have to be familiar with all kinds of customer concerns for you to provide solutions as quick as possible.
Conclusion
If you want close a call successfully, study and apply this technique! You would want to deliver superb customer experience by building trust and a service that centers on addressing needs like we so when outsourcing customer service in the Philippines.
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Photo courtesty – © / Dollar Photo Club
