The real story about how to sell starts with having the energy and enthusiasm to do so. So often, the difference in skill-level from the inside sales rep (TSR) is not about their mastery of the product or service; or even their true sales skill. It is the finesse and nuance of selling; the compelling presentation which makes the prospect feel just a little bit more confident and inspired from the presentation.
We have all been there. When we call an 800 number, or receive a call to us, we know pretty fast if we like and trust the TSR, don’t we? We hope we are getting a quality, sincere, well organized TSR who knows how to help us. And, when we don’t, we lose confidence and we lose trust. The way the TSR brings the presentation to the customer is everything in sales. The approach will compel confidence and trust.
Teach TSR’s how the TSR portrays her/himself affects the number of sales closed
Below are three questions to help measure the way in which the TSR portrays themselves:
- Does the TSR display strong confidence in himself, his product, and his customer? Customers often sense when TSRs lack confidence, and this lack of confidence affects three dominating things: the TSR, his product, and his customer.
- Does the TSR describe the program with enthusiasm and emotion? The preparation leading up to the presentation should bring about a focus, tone, style and passion that emphasize enthusiasm and emotions.
- Does the TSR motivate the customer to act decisively? By selling emotions and feelings, the TSR will motivate the customer. The “How” summarizes who the TSR is, what the sales call is about, and the relationship that will exist between TSR and customer.
Remember, the TSRs must view their profession as a creative endeavor.
A sales call is not about “cramming unwanted information down a customer’s throat,” but rather, about telling a creative story how a certain product can fill a psychological void for the consumer. Creativity is at the crux of any successful sales call, as the job of a creative TSR is to visually demonstrate to the customer exactly how the product is perfect for him and his family. This can be done by involving the customer in the emotional excitement of themes, images and concepts of the product. When the TSR can sell a creative story, with confidence and trust and patience, then prospects feel good.
In essence, just because a product the TSR is selling is boring doesn’t mean the customer will consider it boring. Just because the TSR is not turned on by oil filters or phone service doesn’t mean that the customer won’t be. A product is only as exciting to a customer as the TSR makes it, and the TSR must do all he can to encourage the customer to feel excited over the product even when the TSR does not find it exciting. This is done by selling themes, images and concepts of the product so that the customer can see them come to life. When customers get excited about a product, they are telling the telephone sales representative what will and will not work.
A successful TSR will: portray confidence in himself, his product and his customer; describe the program with creativity, enthusiasm and emotion; and motivate the customer to act decisively.
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About Call Center Today
Want to talk to Dan Coen about boosting your inside sales numbers and remaking your call center? To contact Dan about speaking, workshops, training and consulting: DCoen@CallCenterToday.com or 888-835-5326 x111. Follow us on twitter at www.twitter.com/callcentertoday