Monthly Archives: March 2017

This One Telephone Sales Tip Can Help Your Inside Sales Team

If the TSR can set the pace of the telephone call, then the TSR has made a successful stab at controlling the direction of the call. The TSR has said, “Here is the pace in which I will deliver this presentation to you.” The customer has agreed to relinquish control. Continue reading

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Creating Call Center Feedback Is Important To Your Call Center Reps

Agents who feel possessive about the call center environment see it as a place to make a difference. It’s always a good thing to have employees who feel they “own” their job and their responsibilities – that’s also very hard to find. All centers have a percentage of “possession” agents who treat each decision as if it is directed at them, and will impact them personally. Possession agents often provide feedback when presented the opportunity. Continue reading

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Inside Sales Success: 2 Steps to Convert TV, On-line and Radio Leads into Customers

When customers are silent; or they don’t have anything to contribute; or they start saying sentences such as “I got that part” or “You mentioned that already” or “I understand, I understand,” the inside sales rep should realize the sale is drifting away. When the inside sales rep does all the talking and there is no bond, then there is problems. This is the customers’ way of saying that what they are hearing just flat out doesn’t work. Continue reading

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Inside Sales Is About Handling Objections. Here Are A Few Tips

The secret involves, more relevantly, preparation. Objections are simply not all that bad. That is because most leads object because they want to be sold or convinced, they just don’t have the persuasion yet to make a decision. They need the golden message to resonate. An objection is a request for more. It means you simply need to do a better job presenting. Continue reading

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Listening and Hearing Drive REMARKABLE Customer Service

Listening is the art of verbal nods. One word or a quick sentence from the customer service agent that conditions the client to believe that what they are saying is valuable, and builds trust and buy-in. When the customer service agent delivers verbal nods, the client feels empowered and comfortable. Continue reading

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The 5 Elements To Amazing Contact Center Feedback and Involvement

Those agents who provide feedback to their supervisors often do so because of peer pressure. The call center is as full of peer pressure as high school used to be. Some agents communicate to their supervisors because they want to impact their work environment and their peers. Others are encouraged by their peers to request a conference with supervisors to communicate something that impacts the group. Peer Pressure communication is one of the most common reasons agents request meetings with supervisors. Continue reading

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Some Thoughts To Convert Your Leads To Customers

Obviously, for many organizations, running advertising to drive responses to the company is the core to their business success. It is how they get new clients and drive revenue to grow the business. They are a slave to direct response. The key, though, rests not necessarily in the advertising, but, in what your company does after the lead arrives: Convert those leads to clients, and then, sell more, ongoing, to those clients. Continue reading

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Thoughts On Agent Involvement And Feedback In The Call Center

The expected quality of and the opportunity to provide feedback should not be determined by the willingness to do so. Some agents choose to communicate only when exceedingly motivated. You may have a few quiet agents who keep to themselves until given an opportunity to share their thoughts. Isn’t it funny how some of the best ideas come from agents least eager to join in? Continue reading

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Do You Value The Opinions Of Your Contact Center Agents

Agents will break records in call centers when management recognizes that call center performance is cultivated through superior communication channels which involve agents and their opinions. If you want your performance to improve, it means spending time in development and implementation in order to form superior communication channels. Continue reading

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Two Huge Strategies To Convert Leads Into Customers Via Inside Sales

This is the science of developing the strategies to get that lead, behaviorally, interested in your organization. The plan, the roadmap and the infrastructure, it needs to be ascertained before you begin the process. Deciding you are going to close each lead on their first call to your company—or let the lead disappear—is NOT a strategy. Continue reading

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