Although it is true, a commercial advisor has the “ease” of selling a product when it is done physically, since being able to show its characteristics, its functionality, clarify in practice the doubts that the client has, makes the sale is a fact, different from when it is done over the telephone.
#Training for Call Center Agents
For a Call center agent This moment becomes a challenge due to the goals that must be met each month and the difficulties that arise when offering a product/service through a call.
Maybe the only advantage What would happen at that moment online is if the customer has already purchased a product/service with the company or is going to renew their contract, a situation that almost always applies to cell phone companies.
That is why a series of tips will be presented below that allow the structuring of a training aimed at the Call Center agents of your company with the sole purpose of making the sales prospect a reality, thus increasing your income.
He first step is train your team of agents with a certain regularity where they will learn more about the product/service they offer, features or benefits, it is the right time to analyze each technical aspect in detail and be able to translate it into colloquial words that the client can understand at the time through the call.
Second, after knowing what is going to be sold, you must know who you are going to sell to Because approaching a young person through a call is not the same as approaching an adult, assuming that the interests in fashion, communications or music are different, the occupation of their time as well, so the agent must have the clarity of how you will direct the message, how you will start the conversation and what will be the final blow to make the sale a success.
Now, the third step consists of a recordingAlthough it is true how annoying it is for some to hear their own voice, this exercise will give tools to the team of agents to analyze what was wrong in the sale that could not be made and what was the differentiating factor in the successful transaction.
Do not record only the voice, make a recording also of the agent gestures since this way, he will be able to observe your attitude in each of the calls he made.
The previous point is linked in a certain way with the fourth and that is that one of the tips that complements the recordings is the self-criticism, have the agent answer questions like what did you like about the call? What was wrong or right? Was the duration appropriate? It will reveal other aspects to improve in the next telephone sale.
Finally, the you to you is fundamentalPersonalizing the conversation will make the customer feel important and therefore unique when purchasing or renewing the product/service or searching for your company if they need it. In this case, the tools of newsletters via e-mail are added, as this is how the message of continuous improvement of the company is transmitted.
It is worth clarifying that not all steps should be implemented at the same time, there must be a planning, a strategy and goals to meet, then analyze the results and know at what point it should be corrected so that telephone sales are a constant in your company.
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Content Writing by: Isabel Uribe
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