After hot calls, you need to be able to conduct an analysis, identifying the advantages and disadvantages. To evaluate, you need to listen to audio recordings of the telephone conversations. Checking the quality of cold calls includes analysis according to the following criteria:
Execution of tasks set in the script. For each request, an individual script is created, the purpose of which is clearly defined. The manager must fully complete all stages for a high-quality solution to the tasks set.
The script should take into account all possible scenarios and have appropriate responses. The client's response to the questions asked may vary: from a regular response to the possibility of putting the manager in an awkward position (for example, "Where did you get my number?" or similar situations). It is important that the script allows for a quick and easy response to any type of response.
Deviation from the script by vk data package managers and substitution of their own inventions for standard responses. Specially trained employees develop each script with a specific purpose. Arbitrary changes to script elements by outsiders can lead to a sharp deterioration in its effectiveness.
Telemarketing script development
The key factor in effective calls is the consistency of the script and the ease of searching for the necessary answers in it.
A script with too long sentences can create a negative impression on the client. People do not perceive long sentences with participial and adverbial phrases very well.
Each communicative block of the script should end with an open question.
The script for a hot call should be formulated in understandable words, avoiding unnecessary complexity and abstract expressions. The goal is to make the client feel like he is talking to a good friend, and not participating in a knowledge competition.
It is important to develop individual scripts for clients, taking into account the size of their business.
Provide clear instructions in the script for managers to effectively handle objections and outright refusals during hot calls.
Employees are proficient in the three-phase method of handling refusals and objections and are ready to use it.