Greetings Hello! My name is "Name". I represent the company "Name". Our specialization is the sale of professional hair care products.
The appropriateness of the conversation Are you comfortable talking right now? If not, then: "When would be a good time for me to call back?"
Let's find out more Did you buy shampoo for brittle hair from us yesterday?
We discuss the main purpose of the call We have an offer for you: a balm from the same collection with a 15% discount. With its help, you can get a better result. (This tactic works vietnam number especially well when the customer has added the product to the basket, but did not make a purchase). Maybe you can briefly tell us about it?
Introducing the product The balm is designed as an addition to the shampoo for brittle hair care. It… (we talk about the advantages of the product that are valuable to the customer)
Responding to objections One way to deal with objections is to present a list of the product's beneficial properties to the interlocutor.
We confirm the order and say goodbye We review the details of the purchase (price, delivery terms, etc.). We say goodbye: “Thank you for your purchase! We will be glad to welcome you back to our store. Goodbye!”
Hot Call Script Analysis
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 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.