Telemarketing Software Featured Article

Key Strategies and Telemarketing Software Lead to Selling Success

April 27, 2011
By Susan J. Campbell - Telemarketing Software Contributing Editor

One of the challenges in the telemarketing industry is to ensure agents are asking the right questions to get the answers you need to make sure all interactions are productive calls. To ask the right questions, you have to know what motivates buyers – mainly identifying what these buyers want. 

Your telemarketing software should provide the right platform to enable you to get to the heart of what your customers want, so you can meet these wants.

A recent Smart Calling Online article focused on this concept, stressing the importance of selling by understanding what motivates buyers and then helping them to experience those feelings in advance. If you can do this effectively, you have created a desire in the customer to take action, something your telemarketing software should enable you to do.

Reps that are not skilled in this talent, however, tend to use telemarketing software to approach calls in such a way that they are simply spraying their message, hoping it lands effectively. By simply waiting for someone to bite and actually buy, the agent is more likely to engage in objection rebuttals when the prospect doesn’t cooperate. Such an interaction doesn’t benefit anyone and your telemarketing software should provide the tools to avoid such a scenario. 

There is also frustration in activities that sell simply to needs. This can be a frustrating proposition as you used your telemarketing software to demonstrate to your prospect that you can increase their market share by 60 percent, save hundreds of thousands of dollars, decrease customer churn and eliminate complaints, yet he or she still did not buy. It can be challenging to try and figure out why the person did not buy, but think hard – did you sell to her needs or your own?

To get around this obstacle, it may be time to consider wants-based questioning. You can leverage your telemarketing software to enable you to ask questions like: “What do you want your end result to be?”, and “How would you measure satisfaction after you’ve used it?”, or “If budget were not a concern, what would you get?”

You also have to understand what your prospects and customers value. Ask yourself what you value – sure you value making the sale, but that is not what motivates your decisions outside of the telemarketing software environment. If you delve into someone else’s values and core beliefs, you can learn what really drives them to make decisions.

Telemarketing software won’t get the job done for you, but if you put these tips to use along with a powerful telemarketing software platform, you’ll be better aligned and equipped for success.

Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Juliana Kenny