Copyright, 1996 © Dale Carnegie & Associates, Inc.

Telemarketing Telemarketing StrategiesStrategies

LaserFast PtyBy Peter Murphy

Structure – MorningStructure – Morning

• Telemarketing by NumbersTelemarketing by Numbers

• Conditioning YourselfConditioning Yourself

• Preparing for CallsPreparing for Calls

• Building a ScriptBuilding a Script

• ClosingClosing

• Dealing with ObjectionsDealing with Objections

• AppointmentsAppointments

• Logging Details and Tracking ResultsLogging Details and Tracking Results

• Following UpFollowing Up

Structure – AfternoonStructure – Afternoon

• Go Over Existing ScriptsGo Over Existing Scripts

• Practice ScriptsPractice Scripts

• Create New ScriptsCreate New Scripts

• Practice New ScriptsPractice New Scripts

• Practice Objections (Gatekeeper)Practice Objections (Gatekeeper)

• Practice Other ServicesPractice Other Services

• Practice Questions /Gathering InformationPractice Questions /Gathering Information

• Practice ClosingPractice Closing

• Sales ToolbeltSales Toolbelt

• Live CallsLive Calls

Telemarketing by Telemarketing by NumbersNumbers

How many calls do you make a day?

How many appointments per day?

How many opportunities do you set each day?

Telemarketing by Telemarketing by NumbersNumbers

• In an average telephone “blitz” you In an average telephone “blitz” you can reach 40 to 60 companies.can reach 40 to 60 companies.

• 5% should become appointments5% should become appointments

• 20% of calls at minimum should be set 20% of calls at minimum should be set as future opportunitiesas future opportunities

• 40-50% should receive e-mails and be 40-50% should receive e-mails and be recalled within 2 weeksrecalled within 2 weeks

Numbers for the Numbers for the prospectsprospects

• The average Australian gets called 2 The average Australian gets called 2 to 3 times per day by a telemarketer. to 3 times per day by a telemarketer.

• Telemarketing is a nearly $500 billion Telemarketing is a nearly $500 billion a year business.a year business.

• Americans lose $40 billion a year to Americans lose $40 billion a year to fraudulent telemarketers according to fraudulent telemarketers according to the National Fraud Information Center.the National Fraud Information Center.

Conditioning YourselfConditioning Yourself

Before you prepare for calls its Before you prepare for calls its important for you to understand important for you to understand telemarketing is a telemarketing is a professional professional

jobjob.

As Telemarketers, it’s As Telemarketers, it’s YOU YOU thatthat::

• Helps BRAND your company and its Helps BRAND your company and its servicesservices

• Helps GROW the business and pay Helps GROW the business and pay the salariesthe salaries

• Helps SELL products and servicesHelps SELL products and services

Also It’s Also It’s YOUYOU that: that:

• Identifies new decision makers to talk toIdentifies new decision makers to talk to

• Identifies new companies to talk toIdentifies new companies to talk to

• Identifies new potential clientsIdentifies new potential clients

• Builds deeper relationships with existing clientsBuilds deeper relationships with existing clients

• Sets up appointments for the sales people to closeSets up appointments for the sales people to close

• Builds a list of future opportunitiesBuilds a list of future opportunities

• Sells products or cross sells services over the Sells products or cross sells services over the telephonetelephone

If you THINK:If you THINK:

TelemarketingTelemarketing

• Is picking up the telephone just to Is picking up the telephone just to book appointmentsbook appointments

This is not the job for YOUThis is not the job for YOU

Telemarketers become skilled at:

• Communicating with people – CEOs, CIO’s, Directors, Owners, IT Managers, Finance Managers, etc.

• Communicating knowledge – products, services, processes, case studies, customers

• Closing – Sales/Booking Appointments -

Successful Telemarketers Have Things in Common

What are they?

They:

• Are Positive

• Are Confident

• Are Persistent

• Do not Fear Rejection

• Accept the fact that they will get NOs

• Accomplish Something on Almost Every Call

• Motivate themselves to succeed

• Make a large number of calls

• Don’t waste time between calls/multitask

Lets demonstrate this point:

• A rejected telemarketer burns through calls, hearing no after no, slams down the phone muttering, swearing and ending each call negatively

• A successful telemarketer picks up the telephone regularly and accomplishes something on every call – an e-mail address, a name, a buying cycle, a timeframe for a possible future project, a minor agreement to call back at a later date

A success regardless of how minor means

No rejection = a win

Name some WINS

Wins:

• Getting an appointment

• Getting a sale

• Getting an agreement for a date and time to call back

• Getting a name or e-mail of a decision maker

• Getting a list of requirements

• Identifying a buying cycle

• Identifying future projects

• Identifying a pain

• Identifying a need

Preparing for Calls

All successful telemarketers prepare for calls. It’s vital that

YOU prepare for calls

Before you start Before you start telemarketingtelemarketing.

Drive away all Drive away all

negative thoughtsnegative thoughts

You need to be:You need to be:

• Excited about the calls you are Excited about the calls you are about to make for the dayabout to make for the day

• Positive on the phone, Positive on the phone,

• Happy to be doing the jobHappy to be doing the job

• Eager to get appointments, sales Eager to get appointments, sales and find future opportunitiesand find future opportunities

You also need toYou also need to PrioritizePrioritize

• Which calls are the most important for the Which calls are the most important for the day?day?

• Which decision makers are difficult to reach? Which decision makers are difficult to reach? Call them first..Call them first..

• C-Level Executives come to work early C-Level Executives come to work early prioritize those first as wellprioritize those first as well

• Which appointments do you need to Which appointments do you need to reschedule or confirm? Call those early.reschedule or confirm? Call those early.

You also need toYou also need to set set targetstargets

• How many calls backs do you want to How many calls backs do you want to achieve?achieve?

• How many companies do you want to call How many companies do you want to call before 10:00am?before 10:00am?

• How many companies do you want to call How many companies do you want to call between 10:00am and 12:00pm?between 10:00am and 12:00pm?

• How many leads do you want to qualify? How many leads do you want to qualify?

• How many new e-mails do you want to send?How many new e-mails do you want to send?

Work S.M.A.R.T.Work S.M.A.R.T.

•S S et reachable goalset reachable goals

•M M anage your timeanage your time

•A A void interruptionsvoid interruptions

•R R ecord your activityecord your activity

•T T rack your progressrack your progress

The hardest thing about telemarketing

is overcoming call reluctance. If you schedule your telemarketing time like a valuable appointment

it becomes mucheasier.

Preparation ChecklistPreparation Checklist

What can go into this list?

• Have you cleaned your desk?

• Do you have a pen and pad ready?

• Do you have a script ready?

• Have you printed off the calendars?

• Do you have a list of customers/case studies

• Do you have access to info on products and services?

• Do you know which call backs you are making today?

• Do you know which list you are using and where you are up to?

• Do you have your templates ready?

What NOT to do in the morning…

• Don’t Don’t start calling without gathering your materials

• Don’tDon’t start calling late. You should be on the phone by 9:00am at the latest

• Don’tDon’t waste the morning sending e-mails, this should be automated at the end of the week with tailored e-mails sent as when needed.

• Don’tDon’t start off calling with Negative feelings.

Useful Telemarketing Useful Telemarketing ToolsTools

Can you name some tools which Can you name some tools which can be used?can be used?

• Jigsaw

• Linked In – existing and new positions, sales teams referrals

• CRM – must document the processes

• Outlook – use color coding!

• Phone – 1831, access missed calls

• Google

• The Financial Review

• Seek – Commercial Property

• RP Data – Cityscope/Cityscope Lease Expiry Dates

• Survey Monkey

Lists:

Sources

• Dunn & Brad St

• Jigsaw, OneSource, Linked In

• BRW Magazine

• List Brokers

DataData

• Data is the foundation of all telemarketing campaigns. Data is the foundation of all telemarketing campaigns.

• The mathematics of telemarketing are simple: it’s high cost The mathematics of telemarketing are simple: it’s high cost but high value so you need to make it as effective as but high value so you need to make it as effective as possible by using the best data. possible by using the best data.

• Usually data accounts for only 5% of the total cost of the Usually data accounts for only 5% of the total cost of the campaign.campaign.

• If you use inaccurate data the first few weeks of your If you use inaccurate data the first few weeks of your campaign will see staff spending the majority of their time campaign will see staff spending the majority of their time amending records and not making sales. amending records and not making sales.

• It’s not worth cutting costs when buying data as in the long It’s not worth cutting costs when buying data as in the long run it will escalate other spending dramatically. run it will escalate other spending dramatically.

• All data needs to screened against current customers, All data needs to screened against current customers, duplications etc.duplications etc.

Who to Target?Who to Target?

Who are the best people to Who are the best people to target within an organization target within an organization when promoting Managed IT when promoting Managed IT

Services?Services?

Are you targeting the Are you targeting the right people?right people?

Probably the biggest reason why many SMBs Probably the biggest reason why many SMBs don’t buy managed services is because don’t buy managed services is because MSPs try to sell the wrong value proposition MSPs try to sell the wrong value proposition to the wrong decision maker with these to the wrong decision maker with these companies. Rather than sell the business companies. Rather than sell the business benefits to company executives many MSPs benefits to company executives many MSPs try to sell ICT outsourced services to the IT try to sell ICT outsourced services to the IT Manager. This approach inevitably fails Manager. This approach inevitably fails because the IT manager perceives the MSP because the IT manager perceives the MSP as a threat to their job, rather than an ally in as a threat to their job, rather than an ally in their effort to better manage their IT their effort to better manage their IT operations. (Ziff-Davis)operations. (Ziff-Davis)

Who to Target?Who to Target?

It depends what you are selling but for It depends what you are selling but for ICT:ICT:

• CIO’s, Infrastructure ManagersCIO’s, Infrastructure Managers

• CFOs, Financial ControllersCFOs, Financial Controllers

• CEOs, COOsCEOs, COOs

• Purchasing DepartmentsPurchasing Departments

Targets…Targets…

• Target all Target all DDecision ecision MMakers (DM) and akers (DM) and influencers. Aim for the Financial DMinfluencers. Aim for the Financial DM

• Just because the IT manager is not Just because the IT manager is not interested it doesn’t mean the CFO interested it doesn’t mean the CFO wouldn’t be and vice-versawouldn’t be and vice-versa

• Different people need different Different people need different scriptsscripts.

E-Mail / Marketing E-Mail / Marketing MaterialsMaterials

The use of e-mail and marketing The use of e-mail and marketing materials is integral to all materials is integral to all telemarketing campaignstelemarketing campaigns

E-Mail StatisticsE-Mail Statistics

• Approximately 10% of my appointments Approximately 10% of my appointments come from e-mail (non-automated)come from e-mail (non-automated)

• I would guess another 20 to 30% have I would guess another 20 to 30% have come due to follows up from e-mailscome due to follows up from e-mails

How many e-mails do you send out a How many e-mails do you send out a day? What do you attach?day? What do you attach?

E-Mail TricksE-Mail Tricks

• Archive all e-mailsArchive all e-mails

• Send follow up e-mails attached to the Send follow up e-mails attached to the first one. Keep the second one short.first one. Keep the second one short.

• Consider e-mail campaigns using mail Consider e-mail campaigns using mail merge or group mail.merge or group mail.

• Always try to follow up on e-mails sent Always try to follow up on e-mails sent within 2 weeks.within 2 weeks.

• Use templates – writing e-mails stops you Use templates – writing e-mails stops you from callingfrom calling

Marketing MaterialMarketing Material

• Most contacts will need to be spoken to Most contacts will need to be spoken to several times before they will commit to a several times before they will commit to a sale or appointment. Having well produced sale or appointment. Having well produced marketing material to send them can help marketing material to send them can help improve this process dramatically. improve this process dramatically.

• Before you start the campaign make sure Before you start the campaign make sure you have well put together marketing you have well put together marketing materials to help your telemarketers materials to help your telemarketers produce long term results and to build and produce long term results and to build and nurture a pipeline of opportunities.nurture a pipeline of opportunities.

Building a ScriptBuilding a Script

Just like sales, telemarketing Just like sales, telemarketing must have a processmust have a process

Please Note:Please Note:

• There needs to be structure and consistency to each call but this will not come from always following a script.

• Quality sales come from constructive and fluid conversations – these can not be achieved from only using a script.

• Using a script can often damage a brand rather than promote it. Most professional business people are short of time; they do not want to hear someone read out a list of marketing messages. They will be even less impressed if the sales person continues to doggedly stick to the script when the conversation needs to take an unanticipated turn.

• A script is information you need to learn off by heart which is relayed in a systematic process

ScriptsScripts

• There are 4 types of scripts that There are 4 types of scripts that need to be used need to be used IFIF you sell a broad you sell a broad range of products or services.range of products or services.

Script Process:Script Process:

• Main Script, Main Script,

• Other Services ScriptOther Services Script

• Sales Toolbelt ScriptsSales Toolbelt Scripts

• Smart Calling ScriptSmart Calling Script

Main ScriptMain Script - Guidelines- Guidelines

• Use your marketing material for wording to be used in your script

• Break your script down into a process.

• This process should be repeated on EVERY call

• Determine what service you want to start the pitch with

• Keep it Simple Stupid (KISS)

Overall Scripting Overall Scripting ProcessProcess

• CallCall

• PitchPitch

• IncentiviseIncentivise

• Gather InformationGather Information

• Re-pitchRe-pitch

• Other ServicesOther Services

• CloseClose

Lateral View of ProcessLateral View of Process

CALL PROCESS:

• Introduce yourself

• Ask for the decision maker

• Handle objections

The “The “GATEKEEPER”GATEKEEPER”((Otherwise known as the receptionist)

• Their job is to find Their job is to find out:out:

- Who you are- Who you are

- Who you represent- Who you represent

- if what you want is - if what you want is important enough to important enough to give you what YOU give you what YOU want.want.

• Give them what they want:Give them what they want:

- Listen – Name, Company- Listen – Name, Company

- Be direct, confident- Be direct, confident

- Talk slow- Talk slow

- Sound like a C-Level- Sound like a C-Level

- Ask to be put through- Ask to be put through

Example:Example:

• Hi Hi MaryMary, Is , Is JohnJohn the IT Manager the IT Manager there please?there please?

• Can I speak to Can I speak to John SmithJohn Smith Please? Please?

• Is the Is the CFOCFO there please? there please?

Get spelling! Ask some questions!Get spelling! Ask some questions!

Tips for working with the Tips for working with the GatekeeperGatekeeper

• Building rapport is criticalBuilding rapport is critical

• Asking for their help is a Asking for their help is a good scheme.good scheme.

• Gather InformationGather Information

• Accomplish something on Accomplish something on every call!every call!

• Avoid – use a backdoorAvoid – use a backdoor

• Call Back with better info.Call Back with better info.

• A rejected telemarketer will give up after she hangs up or says they are Not Interested

• A successful telemarketer will use different tactics or call back

DM not there?DM not there?

• Get Direct NumberGet Direct Number

• Get MobileGet Mobile

• Get E-MailGet E-Mail

• Call BackCall Back

Example 1 – Got VMExample 1 – Got VM

Hi Mary, You just put me through to the Finance Manager. He didn’t pick up and I could not understand his name on his Voice Mail.

I would like to leave a message. What’s his First Name, and his Last Name. Could I send him an e-mail it would be easier? What’s the best e-mail address? Does he have a direct number?

Example 2 - DM Never Example 2 - DM Never picks uppicks up

Hi Mary, You just put me through to Hi Mary, You just put me through to the IT Manager. He didn’t pick up the IT Manager. He didn’t pick up and I need to speak with him today and I need to speak with him today if possible, can I have his direct if possible, can I have his direct number? Can I also get his mobile number? Can I also get his mobile number please?number please?

PITCHPITCH PROCESS PROCESS

• Introduce yourselfIntroduce yourself

• Explain the callExplain the call

• Handle objectionsHandle objections

To do well:To do well:

• Keep you initial pitch shortKeep you initial pitch short

• Speak s..l..o..w..l..ySpeak s..l..o..w..l..y

• Pause in certain placesPause in certain places

• Mention Existing CustomersMention Existing Customers

• Build RapportBuild Rapport

• Use a Trial CloseUse a Trial Close

Build Rapport:Build Rapport:

It’s important to try and build some It’s important to try and build some rapport. rapport.

Can you think of any examples?Can you think of any examples?

Build RapportBuild Rapport - - ExamplesExamples

• How’s your day been so far?How’s your day been so far?

• I have tried a few times to contact I have tried a few times to contact you. Your position must keep you you. Your position must keep you very busy? very busy?

• How your job going? Is it keeping How your job going? Is it keeping you busy?you busy?

Main ScriptMain Script - Example - Example

• Hi John, It’s Harry Malone from LaserFast.Hi John, It’s Harry Malone from LaserFast.

• How’s you day been so far?How’s you day been so far?

• John, (pause) I work for a specialist ICT Solutions and John, (pause) I work for a specialist ICT Solutions and Services provider that helps clients plan, build, support Services provider that helps clients plan, build, support and manage their ICT infrastructuresand manage their ICT infrastructures

• We are government endorsed and work with companies We are government endorsed and work with companies like The Royal Children’s Hospital, Suzuki, Kingswood like The Royal Children’s Hospital, Suzuki, Kingswood College and Cockram who we helped save more than College and Cockram who we helped save more than $400,000 this year.$400,000 this year.

• I would like to come by and introduce myself properly I would like to come by and introduce myself properly and discuss our services to see if we can identify cost and discuss our services to see if we can identify cost savings or assist with requirements at some point?savings or assist with requirements at some point?

• Are you available to meet next week or the week after?Are you available to meet next week or the week after?

Back to RapportBack to Rapport

• Hi (Name). I have tried a few times to call you recently. You must be due for a holiday you always seem to be so busy?

If the opportunity presents - Follow up

• What type of projects have you been busy with?

• Have you had any major projects on this year?

• What’s next on the agenda?

• You must be looking forward to your leave? Where are you planning to go this year?

Referrals:Referrals:

• (Name) I spoke with (Name) who has (Name) I spoke with (Name) who has referred me onto yourself. I understand referred me onto yourself. I understand (Name) you are the Infrastructure (Name) you are the Infrastructure Manager, is that correct?Manager, is that correct?

• I have spoken with (Name) in the past I have spoken with (Name) in the past who was keen for me to stay in contactwho was keen for me to stay in contact

Etiquette / Relax ThemEtiquette / Relax Them

• If they say yes to the appointment If they say yes to the appointment thank thank themthem,,

Thanks for the appointment (Name) – Thanks for the appointment (Name) – Incentivise, Gather InformationIncentivise, Gather Information

• If they says no to the appointment If they says no to the appointment agree agree with themwith them

(Name) I understand completely, - (Name) I understand completely, - Incentivise, Gather InformationIncentivise, Gather Information

OTHER SERVICESOTHER SERVICES SCRIPTSCRIPT

If you get a NO or there is a hesitation NOW If you get a NO or there is a hesitation NOW might be a good to use a 2nd Pitchmight be a good to use a 2nd Pitch

• John, we also help businesses with project John, we also help businesses with project management, hardware staging, software management, hardware staging, software development, security, storage and development, security, storage and disaster recovery and we have a secure disaster recovery and we have a secure data centre if you are looking for a fully data centre if you are looking for a fully managed offsite backup and recovery managed offsite backup and recovery service.service.

INCENTIVISEINCENTIVISE PROCESS PROCESS

This is done before you gather This is done before you gather informationinformation

• Just so we come preparedJust so we come prepared

• Just so we don’t keep calling youJust so we don’t keep calling you

• So we can call you at the correct time.So we can call you at the correct time.

• Just incase we can assist you in the Just incase we can assist you in the future…future…

GATHER INFORMATIONGATHER INFORMATION

Information is gathered throughout the Information is gathered throughout the process but the four main areas are:process but the four main areas are:

• From the GatekeeperFrom the Gatekeeper

• After booking an appointmentAfter booking an appointment

• After getting a rejectionAfter getting a rejection

• After identifying a future opportunityAfter identifying a future opportunity

Use Open Ended Use Open Ended Questions where possibleQuestions where possible

Start off with open ended questions to ENGAGE with them

• What are open ended questions?What are open ended questions?

• Why do you think they are useful?Why do you think they are useful?

• Can you give me a few examples?Can you give me a few examples?

Open Ended Questions:Open Ended Questions:

• What type of ICT projects are in your pipeline this year or next What type of ICT projects are in your pipeline this year or next year?year?

• How old are your How old are your serversservers? – storage solutions, copiers, routers, ? – storage solutions, copiers, routers,

• Do you have any existing companies you use for Do you have any existing companies you use for ICT projectsICT projects??

• When did you last do a When did you last do a server refreshserver refresh? network upgrade? ? network upgrade?

• Who do you use to manage or support your Who do you use to manage or support your networking hardwarenetworking hardware??

• Have you thought about planning and implementing Have you thought about planning and implementing service service managementmanagement??

• How do you support your How do you support your end usersend users? ?

• Have you considered outsourcing your Have you considered outsourcing your Desktop SupportDesktop Support??

• Which parts of your Which parts of your ICT environmentICT environment have you outsourced? have you outsourced?

• When is your When is your telecommunications agreementtelecommunications agreement coming to an end? coming to an end?

• When are you reviewing your When are you reviewing your outsourced IT provideroutsourced IT provider next? next?

If they are on a contract for If they are on a contract for anything…anything…alwaysalways askask……

• When does the agreement end? orWhen does the agreement end? or

• When do you think you might When do you think you might review the agreement next?review the agreement next?

This creates future opportunitiesThis creates future opportunities

Re-pitchingRe-pitching

• 50%+ of all my appointments come 50%+ of all my appointments come from a NO after the initial pitch. from a NO after the initial pitch. We We keep the initial pitch short because keep the initial pitch short because that is just the beginning of the pitch!that is just the beginning of the pitch!

• You need to develop a You need to develop a sales tool sales tool beltbelt to help you re-pitch once you to help you re-pitch once you have gathered some information have gathered some information which facilitates thiswhich facilitates this

Example 1Example 1 – – Repitch/QualifyRepitch/Qualify

• The prospect tells you their The prospect tells you their Cisco EquipmentCisco Equipment Support Agreement is ending soon.Support Agreement is ending soon.

RepitchRepitch

• (Name) Cisco are incredibly expensive when (Name) Cisco are incredibly expensive when it comes to managing hardware. We are it comes to managing hardware. We are Cisco partners and should be able to show Cisco partners and should be able to show you a big saving in this area. Can we come you a big saving in this area. Can we come out and discuss this at some point?out and discuss this at some point?

Gather More InformationGather More Information

QUALIFY QUALIFY by Gathering More Informationby Gathering More Information

• How many How many Cisco’sCisco’s do you have? do you have?

• What are the model numbers?What are the model numbers?

• Are they all located in your Are they all located in your datacenter in Melbournedatacenter in Melbourne??

• How old are they?How old are they?

• How much extra life do you want to get out of them?How much extra life do you want to get out of them?

• When do you realistically think you might upgrade When do you realistically think you might upgrade them?them?

Example 2Example 2 – – Qualify/RepitchQualify/Repitch

The prospect tells you their The prospect tells you their serversservers are old? are old?

In this case you may gather some information first In this case you may gather some information first then re-pitch?then re-pitch?

• How many How many serversservers do you have? do you have?

• Which brands do you currently have?Which brands do you currently have?

• Do you have any performance or efficiency issues Do you have any performance or efficiency issues or do they go down a lot?or do they go down a lot?

• Do you have any plans to upgrade them?Do you have any plans to upgrade them?

• Have you virtualized any of them?Have you virtualized any of them?

• Who do you use to support or manage the servers?Who do you use to support or manage the servers?

PitchPitch

• (Name) As your servers are old you have an increased (Name) As your servers are old you have an increased risk of hardware failure. There also comes a point where risk of hardware failure. There also comes a point where performance and efficiency are significantly affected and performance and efficiency are significantly affected and this can pose a serious risk to business operations. In this can pose a serious risk to business operations. In terms of costs, older servers have higher energy costs terms of costs, older servers have higher energy costs and support costs. and support costs.

• I think it would be worth meeting. We could evaluate your I think it would be worth meeting. We could evaluate your server infrastructure, its performance and make some server infrastructure, its performance and make some recommendations for you in regards to options. recommendations for you in regards to options.

• Costs for servers have fallen significantly and with Costs for servers have fallen significantly and with virtualization we can make photocopies of any data and virtualization we can make photocopies of any data and programs on your existing server and put them onto a programs on your existing server and put them onto a new server without a costly migration. This is quick to do.new server without a costly migration. This is quick to do.

• Is the Is the last week of Octoberlast week of October good for you or do you prefer good for you or do you prefer meeting in meeting in NovemberNovember??

Sales ToolbeltSales Toolbelt

• You should have a sales tool belt for You should have a sales tool belt for each of the products or services you each of the products or services you are targeting the prospects for:are targeting the prospects for:

Lets make a Lets make a list…list…

Options for ToolbeltOptions for Toolbelt

• ICT OutsourcingICT Outsourcing

• Project ManagementProject Management

• Backup & Disaster Recovery SolutionsBackup & Disaster Recovery Solutions

• Multiservice connectivity – LANs, WANs, IP Telephony, WirelessMultiservice connectivity – LANs, WANs, IP Telephony, Wireless

• Network Upgrades, Staging, Deployments, Migrations, Evaluations & Network Upgrades, Staging, Deployments, Migrations, Evaluations & ManagementManagement

• Server Refreshes,Server Refreshes,

• IT & Desktop SupportIT & Desktop Support

• Service Desk OutsourcingService Desk Outsourcing

• Software – Licensing, Rollouts, Customization, DevelopmentSoftware – Licensing, Rollouts, Customization, Development

• CRM & ERP ImplementationCRM & ERP Implementation

• Virtualization – VMware, Citrix, Consultation, Virtualization – VMware, Citrix, Consultation,

• Hire Technicians/ICT Resources Hire Technicians/ICT Resources

Smart CallingSmart Calling

Smart calling warms up a call. Smart calling warms up a call. You can use existing data to You can use existing data to facilitate this or find new data facilitate this or find new data throughout the day:throughout the day:

You are looking for:You are looking for:

• Information from past conversationsInformation from past conversations

• Information on the contacts themselvesInformation on the contacts themselves

• Past Contact InformationPast Contact Information

• New PositionsNew Positions

• Trigger EventsTrigger Events

• Interesting Information on Businesses and ContactsInteresting Information on Businesses and Contacts

• Buying CyclesBuying Cycles

ExampleExample 1 1 – New IT – New IT ManagerManager

• For Example you might use Linked In For Example you might use Linked In and find an IT Manager working at and find an IT Manager working at Foxtel, he might have been there just Foxtel, he might have been there just 4 months. His profile might show he 4 months. His profile might show he worked at Coles previously.worked at Coles previously.

What can you do in this situation?

You can do two things:You can do two things:

• Call FoxtelCall Foxtel

• Call ColesCall Coles

Pre call planningPre call planning

• who worked at Foxtel prior?who worked at Foxtel prior?

• Who now works at Coles?Who now works at Coles?

Example 1 – Call FoxtelExample 1 – Call Foxtel

• Hi (Name) its John Smith from LaserFast. I Hi (Name) its John Smith from LaserFast. I understand you are the new IT Manager. understand you are the new IT Manager. We have spoken with (Name) in the past. We have spoken with (Name) in the past. How long have you been there John I spoke How long have you been there John I spoke with (name) just 6 months ago if I with (name) just 6 months ago if I remember correctly? Did you rise remember correctly? Did you rise internally or did you come in from another internally or did you come in from another company, Where were you before? company, Where were you before?

• (Name) was interested in us calling back in (Name) was interested in us calling back in (month),…(Pitch)(month),…(Pitch)

Another Opportunity?Another Opportunity?

• At the end, if you don’t get the At the end, if you don’t get the appointment you can also themappointment you can also them if if there is anyone at Coles who might there is anyone at Coles who might be interested in your services and if be interested in your services and if you did ring them which area would you did ring them which area would you recommend we focus on?you recommend we focus on?

Example 2 – Use Data in CRM

I tend to spit the data back at themI tend to spit the data back at them

• Hi (Name), Its Hi (Name), Its John SmithJohn Smith from from LaserFastLaserFast. . I’m not sure if you remember we spoke I’m not sure if you remember we spoke about X Months ago, in (Month). You told about X Months ago, in (Month). You told me X, Y, Z. I was hoping to meet with to me X, Y, Z. I was hoping to meet with to discuss….discuss….

• Are you available Are you available next weeknext week or or the week the week afterafter??

Example 3 – Use Buying Example 3 – Use Buying CycleCycle

• Hi (Name), I have spoken with (Name) Hi (Name), I have spoken with (Name) in the past who mentioned your ICT in the past who mentioned your ICT contract with HP is ending late 2012.contract with HP is ending late 2012.

• I was hoping to meet with you to put I was hoping to meet with you to put together a no obligation proposal to together a no obligation proposal to reduce your costs.reduce your costs.

• Pitch…Pitch…

ClosingClosing

If you are If you are appointment settingappointment setting, , closing is done by following the closing is done by following the

process described above and asking process described above and asking for a date and time to meet at the for a date and time to meet at the

correct times.correct times.

Do you know any good Do you know any good phrases which can help close phrases which can help close an appointment?an appointment?

Phrases to help close:Phrases to help close:• The meeting is obligation freeThe meeting is obligation free

• It should only take 20 to 30 minutes.It should only take 20 to 30 minutes.

• We will be visiting a client in (area) on (date and time), how We will be visiting a client in (area) on (date and time), how about we make it a quick discussion on this date at (time)about we make it a quick discussion on this date at (time)

• Can we Can we pencil something inpencil something in for later in (month) or for later in (month) or (month)?(month)?

• It seems that you might benefit from a discussion with us on It seems that you might benefit from a discussion with us on (topic), how is your calendar looking for…(topic), how is your calendar looking for…

• Based on the information you have given us it looks like you Based on the information you have given us it looks like you could be….could be….

• I am 100% positive we can show you I am 100% positive we can show you cost savingscost savings…. (a …. (a ROI), ROI),

• (Name) seemed pretty keen for us to talk with you, are you (Name) seemed pretty keen for us to talk with you, are you available. on available. on Tuesday next week at 10:00amTuesday next week at 10:00am

• Instead of meetingInstead of meeting can I get our can I get our Cisco expertCisco expert to call you? to call you?

If If selling over the phoneselling over the phone you might tryyou might try

• My understanding is these sell out pretty quick, can I My understanding is these sell out pretty quick, can I order them now so we can be sure not to disappoint order them now so we can be sure not to disappoint you.you.

• Name, my supplier can only hold these prices for a Name, my supplier can only hold these prices for a week.. Can you organize the PO today?week.. Can you organize the PO today?

• As these are inexpensive items and I am giving you a As these are inexpensive items and I am giving you a good price on them, it’s really not worth your time good price on them, it’s really not worth your time getting further quotes on these. Can we order them getting further quotes on these. Can we order them today to speed things up?today to speed things up?

• I am going to be busy for the next few days on a I am going to be busy for the next few days on a project? I would really help me if I could get the order project? I would really help me if I could get the order underway now, This will also speed up delivery for underway now, This will also speed up delivery for you? you? Can you send me an e-mail confirming the Can you send me an e-mail confirming the order in the next hour or so?order in the next hour or so?

Fall back on an offer:Fall back on an offer:If there is interest but inroads are difficult make If there is interest but inroads are difficult make them an offer and send it in writingthem an offer and send it in writing

• Why don’t you trial us? Why don’t you trial us?

• We can offer you 5 x hours of ICT Support to be We can offer you 5 x hours of ICT Support to be used anytime with 3 months for the trial. We charge used anytime with 3 months for the trial. We charge (amount) an hour. We will give you these hours in (amount) an hour. We will give you these hours in advance. If you are not satisfied for any reasons advance. If you are not satisfied for any reasons don’t pay us? If you are satisfied pay us and any don’t pay us? If you are satisfied pay us and any further hours you purchase can be used anytime. further hours you purchase can be used anytime. You can use these hours for consulting, IT support, You can use these hours for consulting, IT support, help with rollouts, or anything you don’t like doing. help with rollouts, or anything you don’t like doing. Can I send you a book of hours or would you like to Can I send you a book of hours or would you like to book a technician for an hour or more for a job you book a technician for an hour or more for a job you have in mind?have in mind?

Sell benefits not Sell benefits not featuresfeatures

• Business decision makers are people, Business decision makers are people, whatever their role; people tend to buy on whatever their role; people tend to buy on benefits, not featuresbenefits, not features

• If you focus on the benefits of your offer you If you focus on the benefits of your offer you will get the prospects imagination going; will get the prospects imagination going; helping them to think about how their helping them to think about how their situation would be improved if they took on situation would be improved if they took on your offer.your offer.

• Discussing the benefits will also address the Discussing the benefits will also address the pain points that will hopefully have been pain points that will hopefully have been identified during the questioning.identified during the questioning.

Buying SignalsBuying Signals

• Even on the phone there are signals which Even on the phone there are signals which point to appointmentspoint to appointments

• Prospects ask a lot of questions or go Prospects ask a lot of questions or go technical technical

• They talk negatively about existing suppliersThey talk negatively about existing suppliers

• They start asking about brands, model They start asking about brands, model numbers or costs you havenumbers or costs you have

• They use particular wordsThey use particular words

Dealing with ObjectionsDealing with Objections

During the telemarketing/sales During the telemarketing/sales process objections might be process objections might be

raised for many reasonsraised for many reasons

Name some common objections?

ObjectionsObjections – Don’t try to – Don’t try to close close them them all!all!

• Not all objections are worth handling. Not all objections are worth handling. Listen to tone and reason to decideListen to tone and reason to decide

• Some objections are handled to open up Some objections are handled to open up further dialogue to evaluate if it’s worth further dialogue to evaluate if it’s worth meetingmeeting

• Some objections are handled with an aim Some objections are handled with an aim to get an invitation to call back and open to get an invitation to call back and open up some dialogueup some dialogue

• Some objections are handled to advance Some objections are handled to advance the process or close the appointment/salethe process or close the appointment/sale

ObjectionsObjections

• We have an We have an ICT providerICT provider already? already?

• I don’t have time to meet?I don’t have time to meet?

• The The IT ManagerIT Manager wouldn’t be wouldn’t be interested?interested?

• We are happy with our We are happy with our serversservers??

• Send me some information?Send me some information?

Handling ObjectionsHandling Objections

Tips:Tips:• Be relaxed,

objections are natural

• Don’t be defensive

• Work on a positive attitude

• Smile!

Steps:Steps:

• Pause after the objection

• Listen carefully

• Ask questions

• Get clarification

• Deal with objection

We have an ICT provider We have an ICT provider already?already?

• So (Name) you are saying you don’t want So (Name) you are saying you don’t want to meet because you have an ICT provider to meet because you have an ICT provider already? already? That’s fine.That’s fine.

• How long have you been with them? Do How long have you been with them? Do you managed IT services through them or you managed IT services through them or is it ad hoc support?is it ad hoc support?

• (Name) Its worth you looking at the (Name) Its worth you looking at the managed IT services model because it can managed IT services model because it can help reduce system downtime, improve help reduce system downtime, improve application performance and strengthen application performance and strengthen your competitiveness. How about meeting your competitiveness. How about meeting next week?next week?

I don’t have time to I don’t have time to meet?meet?

• John you said you don’t John you said you don’t have time to meet?have time to meet?

• What type of project are What type of project are you working on? I was you working on? I was hoping to call you after it hoping to call you after it ends?ends?

• Is it possible to pencil Is it possible to pencil something on for next something on for next month or the month month or the month after?after?

The IT Manager wouldn’t The IT Manager wouldn’t be interested?be interested?

• (Name) we have spoken to (Name) (Name) we have spoken to (Name) in the past and he asked us to call in the past and he asked us to call back. I have my diary in front of me back. I have my diary in front of me and he was interested in speaking and he was interested in speaking with me again this month. Can you with me again this month. Can you put me through please?put me through please?

We are happy with our We are happy with our serversservers??

• (Name), I understand you are happy with (Name), I understand you are happy with you. I am sure they meet your needs.you. I am sure they meet your needs.

• How long have you had your current How long have you had your current servers? Are they virtualized?servers? Are they virtualized?

• John you said X, Y. I can show you how to John you said X, Y. I can show you how to move all these servers onto 1 server. Its move all these servers onto 1 server. Its quick to do, inexpensive and will save you quick to do, inexpensive and will save you on support costs, power costs and time?on support costs, power costs and time?

• Are you available for a short discussion Are you available for a short discussion next week?next week?

Further ObjectionFurther Objection

Often a new objection or question will follow an Often a new objection or question will follow an initial objectioninitial objection

We don’t have the time or resources to migrate all the We don’t have the time or resources to migrate all the servers onto one server.servers onto one server.

• Traditionally, this would have been true, we would Traditionally, this would have been true, we would have had to move everything to a new server and have had to move everything to a new server and recertify the application on the new hardware. recertify the application on the new hardware. However, we now have the ability to copy your entire However, we now have the ability to copy your entire server as it is into a portable file and move that to new server as it is into a portable file and move that to new hardware You’ll never have to go through a costly hardware You’ll never have to go through a costly migration again as anytime you need new hardware migration again as anytime you need new hardware everything can be moved quickly. everything can be moved quickly.

• Lets meet next week and I will show you? How about…Lets meet next week and I will show you? How about…

““Send me some Send me some information”information”

• Excellent idea! So that the Excellent idea! So that the information I send you will be information I send you will be of some value, what kind of of some value, what kind of equipment are you currently equipment are you currently using?using?

• What information specifically What information specifically were you interested in? were you interested in?

• Some people use that old stand Some people use that old stand by just to get off the phone, I by just to get off the phone, I know your not one of those, so know your not one of those, so what did you want me to send what did you want me to send you?you?

Feel, Felt, FoundFeel, Felt, Found

• This is another process used to help This is another process used to help overcome objectionsovercome objections

• Its usually used when a prospect Its usually used when a prospect doesn’t believe you or has their own doesn’t believe you or has their own beliefsbeliefs

• You use this instead of attacking a You use this instead of attacking a customers belief systemcustomers belief system

Example – Feel, Felt, Example – Feel, Felt, FoundFound

• I understand how you I understand how you FEELFEEL (name). Other (name). Other people have people have FELTFELT exactly the same way exactly the same way but after meeting with them they but after meeting with them they FOUNDFOUND the extra price we charge for IT support the extra price we charge for IT support was worth paying as we have an was worth paying as we have an abundance of highly qualified staff and abundance of highly qualified staff and have the right service delivery have the right service delivery infrastructure in place to fully meet their infrastructure in place to fully meet their expectations.expectations.

• Can we meet next week for a quick Can we meet next week for a quick introduction and discussion? How about…introduction and discussion? How about…

AppointmentsAppointments

The prospect has said yes, what The prospect has said yes, what do you do say and do now?do you do say and do now?

Gather InformationGather Information

• Ask questions to determine why you Ask questions to determine why you are meeting?are meeting?

• Ask questions to determine what Ask questions to determine what type of equipment they have?type of equipment they have?

• Qualify using the B.A.N.T system?Qualify using the B.A.N.T system?

• Get direct number and mobile Get direct number and mobile numbernumber

What else:What else:

• Meeting Requests should always be sentMeeting Requests should always be sent

• Addresses should be checked. Don’t get Addresses should be checked. Don’t get from prospect unless they pick up.from prospect unless they pick up.

• Record as much information as you canRecord as much information as you can

• Reschedule as necessaryReschedule as necessary

B.A.N.T SystemB.A.N.T System

• Using the Using the B.A.N.T B.A.N.T system (check for) system (check for)

• BBudget, udget,

• AAuthorityuthority

• NNeed eed

• TTimescaleimescale

Logging Details & Logging Details & Tracking ResultsTracking Results

All details need to be logged and results need to be tracked

CRM RecordingCRM Recording

• All call results should be stored in a CRM

• All e-mails should be stored in the CRM

• All sales meeting notes should be stored in the CRM

• Buying cycles should be a key opportunity driver

Essential Features of a Essential Features of a CRMCRM

• CRM Must be able to store multiple CRM Must be able to store multiple opportunitiesopportunities

• CRM must be geared towards CRM must be geared towards telemarketing and not just salestelemarketing and not just sales

• CRM must have a KPI dashboard for CRM must have a KPI dashboard for telemarketing and sales separatelytelemarketing and sales separately

• CRM must have duplicate detectionCRM must have duplicate detection

Aim of CRM for Aim of CRM for telemarketerstelemarketers

• Grow CRM – add organizationsGrow CRM – add organizations

• Shrink CRM – disqualify/qualify orgsShrink CRM – disqualify/qualify orgs

• Store buying cyclesStore buying cycles

• Create opportunities (warm list)Create opportunities (warm list)

• Never lose a call back againNever lose a call back again

Following Up - adminFollowing Up - admin

• Call Backs must be set and followed upCall Backs must be set and followed up

• Opportunities should be set and followed upOpportunities should be set and followed up

• Opportunities should be closed and put Opportunities should be closed and put back into the mix when neededback into the mix when needed

• Opportunities should have dates changed Opportunities should have dates changed when we things change, i.e. a competitor when we things change, i.e. a competitor signs 2 yr dealsigns 2 yr deal

Following Up - adminFollowing Up - admin

• Sales need to reassign their opportunities when they have finished.

• Sloppy admin costs BIG MONEY in sales

• Telemarketers need to be date driven

• Dates need to be set earlier than asked

• Leads should be nurtured

SummerySummeryQ & AQ & A