Green Sector Business Development
123 views | +0 today
Follow
Green Sector Business Development
The Secret to Success in the Green Sector
Your new post is loading...
Your new post is loading...
Scooped by Big Green Telemarketing
Scoop.it!

5 Top tips on writing a good telemarketing script

How to write a good telemarketing script


The key to high quality telemarketing is in the use of high quality scripts. Of course, you can’t script an entire conversation so this is where your script needs to be cleverly structured. Using a good script means you can get the right message across, speak to the right people and present the information accurately and clearly every time. If you use a telemarketing company that don’t use scripts, it means someone is representing your business that is making it up on the spot. Inevitably, that telesales caller is not going to be as experienced or knowledgeable as the company they are representing so what kind of image does that give?


1. Your introduction should be uniformed and consistent on every call. The key to a good telemarketing introduction is to be completely clear on why you’re calling, what you are calling about and exactly who you are. If you have a good product or service, don’t be illusive to the customer. Just be honest! If you are anything but honest in telemarketing, you will risk losing trust with the customer. If it’s a sales call, it’s a sales call. Why would you ever say “this isn’t a sales call”? That’s just outright lying to the customer.


2. After the intro, you need to bring the customer into a conversation and qualify them as a potential customer. Questions will be an ideal way to talk to the customer. Everyone likes talking about things they know about so talk to them about their business. If you use scripted questions you can qualify the customer at the same time as building good rapport with them. Plus, with scripted questions, you will always have a structure and a point to return to if you go off topic.
3. Then you need to trial close. A trial close is simply where you tell the customer what the next stage is. You can describe the agenda for a meeting or outline what will happen after this call. This is where you can extract objections and overcome them with solutions. But you don’t need to fully close here. If you trial close, the customer is then prepared for when you fully close.


4. After a successful trial close, you can move onto your summary. This is where you refresh all the information shared between you and the customer and confirm what they have said. It’s a good opportunity to confirm to the customer that this product or service is going to benefit them and that they qualify.


5. Now you are ready for your full close. If you’ve done everything well, you will just be able to offer the customer a few appointment times and let them choose which one is best for them. You can also concrete the appointment with key questions and techniques to ensure that the quality is high. If you are just generating a lead, this is where you re-confirm the next step and outline what is going to happen.


Of course, these 5 steps to a good script will change from project to project but the general rule is still there. A good telemarketing company will use good scripts.

more...
No comment yet.
Rescooped by Big Green Telemarketing from Green Sector Business Development
Scoop.it!

Contacting and selling to C-Level Executives

The Telemarketer’s number two nemesis is the CEO, COO, CFO or the top positions in a business. In truth however, these people are just like any other. They wake up in the morning and brush their teeth just like you do.
However, it’s important to understand their objectives. Get a feel for their role and what they try to achieve with their time. It certainly doesn’t mean that your call will be a waste of their time. In fact, it’s quite the opposite. The chances are this C-Level Executive has put a lot of time and effort into growing their business. Anything you can offer to help their cause will be well received as long as you present it correctly.


Getting through to them is the easy part. A lot of old fashioned telemarketing agencies just make it hard for themselves. The internet is a great resource for gathering names and you can very easily buy data for the relevant decision makers but if you don’t have that, there are a few techniques you can use.


Getting through to C-Level Executives Tip 1


Step by step
1. Make one phone call and ask who the CEO is. Write it down.
2. Build a list of decision makers using this method
3. Phone back the following week and ask for that CEO

 

Use the PA

1. Ask for the PA to the Directors, CEO etc
2. Tell her you would like to get a time in his/her diary
3. Explain the service or product briefly
4. Back it up with information by email or post

 

Chase the PA
1. Make a follow up phone call
2. Ask if the decision maker is free (offer a specific week and make if a few weeks ahead)
3. Ask for a deadline date to have something arranged

 

Send an email first
1. Send a relevant email
2. Follow up with a call and say “they’ll know what it’s about”

 

Important... DO NOT SELL TO A GATEKEEPER. They will take your presentation, condense it into a 5 second memo to the decision maker and you won’t get another chance.

 

How to sell to C-Level Executives


The first thing to remember is that you only have a short period of attention from someone in this position. If you don’t get to the point, you’ll lose them. Get rid of the cheesy rapport building lines like “how are you today” and replace them with simple, honest and to the point sentences. Tell the person who you are, why you are calling and what you are looking to achieve from the call. If you do that within the first few seconds of the call you’ll gain more trust because you haven’t tried to make a friend, you’ve tried to present some information accurately and honestly. How many times have you taken a sales call and thought to yourself “I hope this salesperson is really nice because I could really do with a friend right now”. I’d imagine it’s not very often. How many times have you taken a sales call and thought to yourself “what is this about” or “get to the point”. Probably more often so there is the first tip. Get to the point. Don’t try to befriend the decision maker; they won’t be interested in that. They want to know why you are calling and who you are. Once you have built a rapport based on honesty and established yourself as a good use of their time, then you can work on the personal relationship.
“I understand you would be the person in charge of outsourcing a telemarketing agency? I’m from Big Green. We are an advanced telemarketing consultancy. I’d like to have a brief chat with you about outbound telemarketing but before I do, I’d like to see if it’s relevant to you”
“I’m from Clean Technology UK, we are an energy consumption and carbon emission consultancy. I’d like to talk you through lowering your energy consumption and carbon footprint but before I do, I’d like to see if it’s relevant to you.”
Of course, your own script is likely to have a little more detail than this. These examples are simply to show you that you can get right to the point and you don’t need the cheesy lines which many telemarketing agencies still cling on to.
The second tip is to make your call relevant. ‘Relevant’ is a massive word which resonates with every decision maker in the world and should be central to your entire telemarketing campaign. Is this relevant to me? Your job is to make it relevant. If your product or service isn’t relevant, don’t waste your time trying to persuade someone that it is because you’ll leave the decision maker remembering that you tried to hard sell or you wouldn’t take no for an answer. That portrayal of your business will then stick. It’s all about qualification. You are not just qualifying the opportunity for yourself, you are qualifying it for the decision maker too. Maybe your service saves businesses money on their energy bills. You need to show the decision maker that your service works. They need to understand it in real terms instead of just “we can save you thousands on your energy bills”. You need to present the case to them in a way they can understand clearly.
“Are you spending more than £50k on your energy?”
“Yes, we spend around £80k”
“Then I see that this certainly is relevant to you. You’ll save around £20k each year with this service. But rather than going through all the details over the phone, I’d like to come and show you...”
Or perhaps you have a product which will save time...
“Can you tell me how long it takes you to produce a full estimate?”
“Around 3-4 hours”
“This is definitely relevant to you. With this system, you’ll reduce that estimating time to around 30 minutes but rather than going through the whole thing over the phone, I’d like to show you...”
This takes us neatly on to the third tip. Have confidence in your presentation.
We’ve really stripped down the whole call you’re likely to make but try to imagine that, by now, you’ve explained the service or product you are offering in good detail and discovered lots of relevant information about your customer. You’ve qualified the opportunity as relevant and you’ve given the decision maker the chance to see that this is definitely relevant to their business. Have confidence in the fact that you’ve explained it accurately and go for your appointment. Firstly, you need to briefly summarise the call. Focus on the information they have given you and give it back to them accompanied by your solution. Explain the process from here and the agenda for the meeting. Then end that part of the call with the close.
“This certainly is relevant to you. It looks like you’ll be able to save around £20k per year on your £80k energy spend. I’ll organise for my energy consultant to come and show you how this service works. They’ll have a look at your premises and produce a detailed report on how and where you will make your saving. Are you available next week?”
“Ok, it looks like this system will save you a lot of time and effort on your estimates. I’ll organise for a consultant to give you a demonstration of the system which will give you a much clearer idea of how it could work within your business. The consultant will talk you through this in more detail and relate it to your own estimating procedures. Are you available next week?”
Do you notice how I’m saying more about how “you’ll save money” instead of “we’ll save you money”? Well, this is tip number four. It’s about the customer not you!
There are too many companies that simply say “we have this” and “we do that”. Who cares? It’s such a self centred way to sell. It should be about the customer, not the company trying to sell. Remember that the decision maker is thinking about the relevance to themselves, there’s that word again. They are not interested in what you do, they are interested in what it means to their business. It’s your job to build a picture in the decision maker’s imagination of them using your product or your system in operation within their business. You’ll do that by describing your product or service in use by the customer. Put it in their mind; let them relate to it in their own imagination.
Then you have the REAL way to close. Tip number five is about the REAL close. Where is the REAL close in your telesales call? Is it when the customer agrees to the appointment? NO.
The customer agreeing to an appointment is the trial close or a pre-close if you like. Think of the actual word ‘close’. In telesales, your ‘close’ is to close off your part of the sale. So you’ve arranged the appointment, now make it stick. Firstly, the customer needs to know the full details of the person coming to see them. Name, email, direct number, title etc. Then, the decision maker needs to know the company’s details. Name, number etc. Many old fashioned telesales agencies believe you should NEVER give the customer the chance to cancel an appointment. Why not? If they wanted to cancel they would and if they want to cancel but don’t get round to it because they don’t have the contact information, your appointment is likely to be poor. It’s all about honest selling. By giving the customer your contact details, they will feel more comfortable knowing that they are not under masses of pressure. You’ve presented the product or service well, you’ve displayed that it’s relevant. Now it’s up to the decision maker and the consultant. Before you end the call, make sure the decision maker has heard the time and day of the appointment three times.
1. When you first agree the appointment
2. When giving the consultant’s details
3. The last thing you say “thanks, we’ll see you on Monday at 10”
“Information is only as good as its presentation” [Tom Soane 2011]
Now you’ve booked your appointment or generated your lead, your job is half done. Now you need to keep selling internally. The consultant going out to the meeting needs to know everything possible to continue your hard work. Give them full contact details, company details and notes on the conversation you’ve had. Remember; keep your notes factual and non-emotional. Don’t write any personal opinions, write about factual information you’ve picked up during the call. You want that sales person or consultant to go to that meeting with as much information as possible. Make their job easier for them.
I’ll end this piece with the most important point of all when selling to C-Level Executives. It’s a presentation NOT a sales pitch.
Decision makers are in that position because of their ability to consume information and make a decision on it. Your phone call will not change that. If you have a good product or service, the most important and effective thing you can do is be clear, accurate and honest. If you are asked a question, answer it honestly and factually. Present your product or service in the same way you would want it presented to yourself. Speak slowly, clearly and get straight to the point. Don’t waffle and certainly don’t try to talk your way past any objections. Objections are your friends! Objections are the customer’s way of telling you their concerns. Another way to think about it is that objections are the customer’s way of telling you what you need to do to close this sale. Remember, just be honest about it. If you are asked something which might have a negative answer, answer it honestly. You could avoid it or talk your way out of the question, you might even carry on and book an appointment but if that negative question is in the decision makers mind and you haven’t satisfied it, the decision maker will answer it themselves.
If you want to know how to overcome EVERY objection EVERY time, look out for the articles coming up.

more...
No comment yet.
Scooped by Big Green Telemarketing
Scoop.it!

EDF to raise energy cost by 10.8%

EDF to raise energy cost by 10.8% | Green Sector Business Development | Scoop.it
EDF Energy customers will see a 10.8% rise in energy prices from 7 December, the biggest average percentage rise from the major firms so far.
more...
No comment yet.
Scooped by Big Green Telemarketing
Scoop.it!

Could solar islands be the new offshore wind farms?

Could solar islands be the new offshore wind farms? | Green Sector Business Development | Scoop.it
There are no palm trees to be found on this sunny island, which could generate enough electricity for 30,000 people...
more...
No comment yet.
Scooped by Big Green Telemarketing
Scoop.it!

Government announces £40m local energy funding initiative

Government announces £40m local energy funding initiative | Green Sector Business Development | Scoop.it
A 40m Government-funded competition aimed at driving local initiatives to boost energy efficiency and reduce fuel poverty has launched today.
more...
No comment yet.
Scooped by Big Green Telemarketing
Scoop.it!

Breaking: Government to offer up to £1,000 cash back to drive Green Deal adoption

Breaking: Government to offer up to £1,000 cash back to drive Green Deal adoption | Green Sector Business Development | Scoop.it
Households installing efficient boilers and insulation to receive government-backed cash payments...
more...
No comment yet.
Scooped by Big Green Telemarketing
Scoop.it!

'No business model' if environmental issues ignored

'No business model' if environmental issues ignored | Green Sector Business Development | Scoop.it
The small majority of companies ignoring environmental issues must change their behaviour and get on board or risk going bust in the next ten to 15 years, says M&S' head of sustainability Mike Barry.
more...
No comment yet.
Scooped by Big Green Telemarketing
Scoop.it!

Big Green holds the secrets to growth in the green sector

Big Green holds the secrets to growth in the green sector | Green Sector Business Development | Scoop.it

big green holds the secrets to growth in the green sector the rapid growth of the green sector has given businesses in the uk a chance of significantly reducing energy consumption reducing energy costs and contributing towards the uk’ s co2 reduction...

more...
No comment yet.
Scooped by Big Green Telemarketing
Scoop.it!

Five rules for landing your CSR message

Peter Madden of Forum for the Future runs down the top traits that make for an engaging CSR or sustainability report...
more...
No comment yet.
Scooped by Big Green Telemarketing
Scoop.it!

Why training is essential to the Green Deal's success

The Government's flagship energy efficiency initiative, The Green Deal, has launched this month, with an initial focus on low energy installations within the social housing sector.
more...
No comment yet.
Scooped by Big Green Telemarketing
Scoop.it!

Top 3 tips for making the best appointments

Top 3 tips for making the best appointments


Whether you make appointments for yourself or for a colleague, the quality of the appointment is the most important thing. Most people would prefer 5 perfect appointments than 10 rubbish ones. So how do you get that quality every time?


1. Be 100% honest and up front about your product or service. Don’t waste time by fluffing up the truth or using 10 words when one will do. Tell the customer why you are calling, what it’s about and what the agenda is for the meeting. If the customer is totally clear on everything on your call, there will be no need for him/her to cancel the appointment. Technically they won’t even get to appointment stage if they are not clear. Explain the service/product, tell them what you’ll go through at the meeting and then summarise it all at the end of the call. Then there are no mistakes and the customer will be fully in the loop.

 

2. Offer the customer a selection of appointment times rather than just “whenever they are free”. Doing this will mean the appointment is on your time instead of the customer’s. To make that clearer, the customer will respect the appointment much more if they feel you are not just begging for any time in their diary. The customer needs to appreciate that you have other appointments. If you have other appointments, that means you have other clients. If you have other clients, it means you are a successful business.

 

3. Fully qualify every appointment. This is an obvious one but with more detail than most people think. Ask the relevant qualification questions but have a conversation around it. Every human being likes to talk about subjects they know. This will gain some respect and allow you to be more than just a telesales call. If the customer doesn’t qualify for the criteria needed, don’t be afraid to let them go. It’s very tempting to just let it slip through the net but the person who has drive 100 miles to get there only to find out it doesn’t qualify will not be pleased! 100% quality every time, don’t accept any less.


If you are making appointments for somebody else to attend or you are a telesales agent making appointments for a client, keep one thing in your mind on every call. Would you pay for the appointment you have just made? If you don’t answer that with 100% confidence, it’s not an appointment.

more...
No comment yet.
Scooped by Big Green Telemarketing
Scoop.it!

NHS and schools could save £228m a year on water and energy

NHS and schools could save £228m a year on water and energy | Green Sector Business Development | Scoop.it
The NHS and schools in England could reduce the amount of money spent on utilities by 228m a year by implementing energy and water saving measures.
more...
No comment yet.
Rescooped by Big Green Telemarketing from Green Sector Business Development
Scoop.it!

Contacting and selling to C-Level Executives

Contacting and selling to C-Level Executives | Green Sector Business Development | Scoop.it

The Telemarketer’s number two nemesis is the CEO, COO, CFO or the top positions in a business. In truth however, these people are just like any other. They wake up in the morning and brush their teeth just like you do.
However, it’s important to understand their objectives. Get a feel for their role and what they try to achieve with their time. It certainly doesn’t mean that your call will be a waste of their time. In fact, it’s quite the opposite. The chances are this C-Level Executive has put a lot of time and effort into growing their business. Anything you can offer to help their cause will be well received as long as you present it correctly.


Getting through to them is the easy part. A lot of old fashioned telemarketing agencies just make it hard for themselves. The internet is a great resource for gathering names and you can very easily buy data for the relevant decision makers but if you don’t have that, there are a few techniques you can use.


Getting through to C-Level Executives Tip 1


Step by step
1. Make one phone call and ask who the CEO is. Write it down.
2. Build a list of decision makers using this method
3. Phone back the following week and ask for that CEO

 

Use the PA

1. Ask for the PA to the Directors, CEO etc
2. Tell her you would like to get a time in his/her diary
3. Explain the service or product briefly
4. Back it up with information by email or post

 

Chase the PA
1. Make a follow up phone call
2. Ask if the decision maker is free (offer a specific week and make if a few weeks ahead)
3. Ask for a deadline date to have something arranged

 

Send an email first
1. Send a relevant email
2. Follow up with a call and say “they’ll know what it’s about”

 

Important... DO NOT SELL TO A GATEKEEPER. They will take your presentation, condense it into a 5 second memo to the decision maker and you won’t get another chance.

 

How to sell to C-Level Executives


The first thing to remember is that you only have a short period of attention from someone in this position. If you don’t get to the point, you’ll lose them. Get rid of the cheesy rapport building lines like “how are you today” and replace them with simple, honest and to the point sentences. Tell the person who you are, why you are calling and what you are looking to achieve from the call. If you do that within the first few seconds of the call you’ll gain more trust because you haven’t tried to make a friend, you’ve tried to present some information accurately and honestly. How many times have you taken a sales call and thought to yourself “I hope this salesperson is really nice because I could really do with a friend right now”. I’d imagine it’s not very often. How many times have you taken a sales call and thought to yourself “what is this about” or “get to the point”. Probably more often so there is the first tip. Get to the point. Don’t try to befriend the decision maker; they won’t be interested in that. They want to know why you are calling and who you are. Once you have built a rapport based on honesty and established yourself as a good use of their time, then you can work on the personal relationship.
“I understand you would be the person in charge of outsourcing a telemarketing agency? I’m from Big Green. We are an advanced telemarketing consultancy. I’d like to have a brief chat with you about outbound telemarketing but before I do, I’d like to see if it’s relevant to you”
“I’m from Clean Technology UK, we are an energy consumption and carbon emission consultancy. I’d like to talk you through lowering your energy consumption and carbon footprint but before I do, I’d like to see if it’s relevant to you.”
Of course, your own script is likely to have a little more detail than this. These examples are simply to show you that you can get right to the point and you don’t need the cheesy lines which many telemarketing agencies still cling on to.
The second tip is to make your call relevant. ‘Relevant’ is a massive word which resonates with every decision maker in the world and should be central to your entire telemarketing campaign. Is this relevant to me? Your job is to make it relevant. If your product or service isn’t relevant, don’t waste your time trying to persuade someone that it is because you’ll leave the decision maker remembering that you tried to hard sell or you wouldn’t take no for an answer. That portrayal of your business will then stick. It’s all about qualification. You are not just qualifying the opportunity for yourself, you are qualifying it for the decision maker too. Maybe your service saves businesses money on their energy bills. You need to show the decision maker that your service works. They need to understand it in real terms instead of just “we can save you thousands on your energy bills”. You need to present the case to them in a way they can understand clearly.
“Are you spending more than £50k on your energy?”
“Yes, we spend around £80k”
“Then I see that this certainly is relevant to you. You’ll save around £20k each year with this service. But rather than going through all the details over the phone, I’d like to come and show you...”
Or perhaps you have a product which will save time...
“Can you tell me how long it takes you to produce a full estimate?”
“Around 3-4 hours”
“This is definitely relevant to you. With this system, you’ll reduce that estimating time to around 30 minutes but rather than going through the whole thing over the phone, I’d like to show you...”
This takes us neatly on to the third tip. Have confidence in your presentation.
We’ve really stripped down the whole call you’re likely to make but try to imagine that, by now, you’ve explained the service or product you are offering in good detail and discovered lots of relevant information about your customer. You’ve qualified the opportunity as relevant and you’ve given the decision maker the chance to see that this is definitely relevant to their business. Have confidence in the fact that you’ve explained it accurately and go for your appointment. Firstly, you need to briefly summarise the call. Focus on the information they have given you and give it back to them accompanied by your solution. Explain the process from here and the agenda for the meeting. Then end that part of the call with the close.
“This certainly is relevant to you. It looks like you’ll be able to save around £20k per year on your £80k energy spend. I’ll organise for my energy consultant to come and show you how this service works. They’ll have a look at your premises and produce a detailed report on how and where you will make your saving. Are you available next week?”
“Ok, it looks like this system will save you a lot of time and effort on your estimates. I’ll organise for a consultant to give you a demonstration of the system which will give you a much clearer idea of how it could work within your business. The consultant will talk you through this in more detail and relate it to your own estimating procedures. Are you available next week?”
Do you notice how I’m saying more about how “you’ll save money” instead of “we’ll save you money”? Well, this is tip number four. It’s about the customer not you!
There are too many companies that simply say “we have this” and “we do that”. Who cares? It’s such a self centred way to sell. It should be about the customer, not the company trying to sell. Remember that the decision maker is thinking about the relevance to themselves, there’s that word again. They are not interested in what you do, they are interested in what it means to their business. It’s your job to build a picture in the decision maker’s imagination of them using your product or your system in operation within their business. You’ll do that by describing your product or service in use by the customer. Put it in their mind; let them relate to it in their own imagination.
Then you have the REAL way to close. Tip number five is about the REAL close. Where is the REAL close in your telesales call? Is it when the customer agrees to the appointment? NO.
The customer agreeing to an appointment is the trial close or a pre-close if you like. Think of the actual word ‘close’. In telesales, your ‘close’ is to close off your part of the sale. So you’ve arranged the appointment, now make it stick. Firstly, the customer needs to know the full details of the person coming to see them. Name, email, direct number, title etc. Then, the decision maker needs to know the company’s details. Name, number etc. Many old fashioned telesales agencies believe you should NEVER give the customer the chance to cancel an appointment. Why not? If they wanted to cancel they would and if they want to cancel but don’t get round to it because they don’t have the contact information, your appointment is likely to be poor. It’s all about honest selling. By giving the customer your contact details, they will feel more comfortable knowing that they are not under masses of pressure. You’ve presented the product or service well, you’ve displayed that it’s relevant. Now it’s up to the decision maker and the consultant. Before you end the call, make sure the decision maker has heard the time and day of the appointment three times.
1. When you first agree the appointment
2. When giving the consultant’s details
3. The last thing you say “thanks, we’ll see you on Monday at 10”
“Information is only as good as its presentation” [Tom Soane 2011]
Now you’ve booked your appointment or generated your lead, your job is half done. Now you need to keep selling internally. The consultant going out to the meeting needs to know everything possible to continue your hard work. Give them full contact details, company details and notes on the conversation you’ve had. Remember; keep your notes factual and non-emotional. Don’t write any personal opinions, write about factual information you’ve picked up during the call. You want that sales person or consultant to go to that meeting with as much information as possible. Make their job easier for them.
I’ll end this piece with the most important point of all when selling to C-Level Executives. It’s a presentation NOT a sales pitch.
Decision makers are in that position because of their ability to consume information and make a decision on it. Your phone call will not change that. If you have a good product or service, the most important and effective thing you can do is be clear, accurate and honest. If you are asked a question, answer it honestly and factually. Present your product or service in the same way you would want it presented to yourself. Speak slowly, clearly and get straight to the point. Don’t waffle and certainly don’t try to talk your way past any objections. Objections are your friends! Objections are the customer’s way of telling you their concerns. Another way to think about it is that objections are the customer’s way of telling you what you need to do to close this sale. Remember, just be honest about it. If you are asked something which might have a negative answer, answer it honestly. You could avoid it or talk your way out of the question, you might even carry on and book an appointment but if that negative question is in the decision makers mind and you haven’t satisfied it, the decision maker will answer it themselves.
If you want to know how to overcome EVERY objection EVERY time, look out for the articles coming up.


Via Big Green Telemarketing
more...
No comment yet.
Scooped by Big Green Telemarketing
Scoop.it!

Energy bill delays could scare off investors

Energy bill delays could scare off investors | Green Sector Business Development | Scoop.it
Low carbon energy industry associations have urged the government to be decisive on firming up the energy bill and have reiterated their calls for a largely decarbonised power sector by 2030.
more...
No comment yet.
Scooped by Big Green Telemarketing
Scoop.it!

ELN - The Market Report - 24th October 2012

The Market Report - 24th October 2012 provided by npower...
more...
No comment yet.
Scooped by Big Green Telemarketing
Scoop.it!

Buildings to become 'power stations' under renewable energy project

Buildings to become 'power stations' under renewable energy project | Green Sector Business Development | Scoop.it
The launch of a new building improvement project aims to 'revolutionise' the UK's renewable energy industry by turning buildings into 'power stations' capable of generating, storing and releasing their own energy.
more...
No comment yet.
Scooped by Big Green Telemarketing
Scoop.it!

DECC called to pay £50m in solar damages claim

DECC called to pay £50m in solar damages claim | Green Sector Business Development | Scoop.it
The Department of Energy and Climate Change (DECC) has been issued a damages claim from five solar installation and construction companies over the Government's illegal cuts to feed-in tariffs last year.
more...
No comment yet.
Scooped by Big Green Telemarketing
Scoop.it!

Contacting and selling to C-Level Executives

The Telemarketer’s number two nemesis is the CEO, COO, CFO or the top positions in a business. In truth however, these people are just like any other. They wake up in the morning and brush their teeth just like you do.
However, it’s important to understand their objectives. Get a feel for their role and what they try to achieve with their time. It certainly doesn’t mean that your call will be a waste of their time. In fact, it’s quite the opposite. The chances are this C-Level Executive has put a lot of time and effort into growing their business. Anything you can offer to help their cause will be well received as long as you present it correctly.


Getting through to them is the easy part. A lot of old fashioned telemarketing agencies just make it hard for themselves. The internet is a great resource for gathering names and you can very easily buy data for the relevant decision makers but if you don’t have that, there are a few techniques you can use.


Getting through to C-Level Executives Tip 1


Step by step
1. Make one phone call and ask who the CEO is. Write it down.
2. Build a list of decision makers using this method
3. Phone back the following week and ask for that CEO

 

Use the PA

1. Ask for the PA to the Directors, CEO etc
2. Tell her you would like to get a time in his/her diary
3. Explain the service or product briefly
4. Back it up with information by email or post

 

Chase the PA
1. Make a follow up phone call
2. Ask if the decision maker is free (offer a specific week and make if a few weeks ahead)
3. Ask for a deadline date to have something arranged

 

Send an email first
1. Send a relevant email
2. Follow up with a call and say “they’ll know what it’s about”

 

Important... DO NOT SELL TO A GATEKEEPER. They will take your presentation, condense it into a 5 second memo to the decision maker and you won’t get another chance.

 

How to sell to C-Level Executives


The first thing to remember is that you only have a short period of attention from someone in this position. If you don’t get to the point, you’ll lose them. Get rid of the cheesy rapport building lines like “how are you today” and replace them with simple, honest and to the point sentences. Tell the person who you are, why you are calling and what you are looking to achieve from the call. If you do that within the first few seconds of the call you’ll gain more trust because you haven’t tried to make a friend, you’ve tried to present some information accurately and honestly. How many times have you taken a sales call and thought to yourself “I hope this salesperson is really nice because I could really do with a friend right now”. I’d imagine it’s not very often. How many times have you taken a sales call and thought to yourself “what is this about” or “get to the point”. Probably more often so there is the first tip. Get to the point. Don’t try to befriend the decision maker; they won’t be interested in that. They want to know why you are calling and who you are. Once you have built a rapport based on honesty and established yourself as a good use of their time, then you can work on the personal relationship.
“I understand you would be the person in charge of outsourcing a telemarketing agency? I’m from Big Green. We are an advanced telemarketing consultancy. I’d like to have a brief chat with you about outbound telemarketing but before I do, I’d like to see if it’s relevant to you”
“I’m from Clean Technology UK, we are an energy consumption and carbon emission consultancy. I’d like to talk you through lowering your energy consumption and carbon footprint but before I do, I’d like to see if it’s relevant to you.”
Of course, your own script is likely to have a little more detail than this. These examples are simply to show you that you can get right to the point and you don’t need the cheesy lines which many telemarketing agencies still cling on to.
The second tip is to make your call relevant. ‘Relevant’ is a massive word which resonates with every decision maker in the world and should be central to your entire telemarketing campaign. Is this relevant to me? Your job is to make it relevant. If your product or service isn’t relevant, don’t waste your time trying to persuade someone that it is because you’ll leave the decision maker remembering that you tried to hard sell or you wouldn’t take no for an answer. That portrayal of your business will then stick. It’s all about qualification. You are not just qualifying the opportunity for yourself, you are qualifying it for the decision maker too. Maybe your service saves businesses money on their energy bills. You need to show the decision maker that your service works. They need to understand it in real terms instead of just “we can save you thousands on your energy bills”. You need to present the case to them in a way they can understand clearly.
“Are you spending more than £50k on your energy?”
“Yes, we spend around £80k”
“Then I see that this certainly is relevant to you. You’ll save around £20k each year with this service. But rather than going through all the details over the phone, I’d like to come and show you...”
Or perhaps you have a product which will save time...
“Can you tell me how long it takes you to produce a full estimate?”
“Around 3-4 hours”
“This is definitely relevant to you. With this system, you’ll reduce that estimating time to around 30 minutes but rather than going through the whole thing over the phone, I’d like to show you...”
This takes us neatly on to the third tip. Have confidence in your presentation.
We’ve really stripped down the whole call you’re likely to make but try to imagine that, by now, you’ve explained the service or product you are offering in good detail and discovered lots of relevant information about your customer. You’ve qualified the opportunity as relevant and you’ve given the decision maker the chance to see that this is definitely relevant to their business. Have confidence in the fact that you’ve explained it accurately and go for your appointment. Firstly, you need to briefly summarise the call. Focus on the information they have given you and give it back to them accompanied by your solution. Explain the process from here and the agenda for the meeting. Then end that part of the call with the close.
“This certainly is relevant to you. It looks like you’ll be able to save around £20k per year on your £80k energy spend. I’ll organise for my energy consultant to come and show you how this service works. They’ll have a look at your premises and produce a detailed report on how and where you will make your saving. Are you available next week?”
“Ok, it looks like this system will save you a lot of time and effort on your estimates. I’ll organise for a consultant to give you a demonstration of the system which will give you a much clearer idea of how it could work within your business. The consultant will talk you through this in more detail and relate it to your own estimating procedures. Are you available next week?”
Do you notice how I’m saying more about how “you’ll save money” instead of “we’ll save you money”? Well, this is tip number four. It’s about the customer not you!
There are too many companies that simply say “we have this” and “we do that”. Who cares? It’s such a self centred way to sell. It should be about the customer, not the company trying to sell. Remember that the decision maker is thinking about the relevance to themselves, there’s that word again. They are not interested in what you do, they are interested in what it means to their business. It’s your job to build a picture in the decision maker’s imagination of them using your product or your system in operation within their business. You’ll do that by describing your product or service in use by the customer. Put it in their mind; let them relate to it in their own imagination.
Then you have the REAL way to close. Tip number five is about the REAL close. Where is the REAL close in your telesales call? Is it when the customer agrees to the appointment? NO.
The customer agreeing to an appointment is the trial close or a pre-close if you like. Think of the actual word ‘close’. In telesales, your ‘close’ is to close off your part of the sale. So you’ve arranged the appointment, now make it stick. Firstly, the customer needs to know the full details of the person coming to see them. Name, email, direct number, title etc. Then, the decision maker needs to know the company’s details. Name, number etc. Many old fashioned telesales agencies believe you should NEVER give the customer the chance to cancel an appointment. Why not? If they wanted to cancel they would and if they want to cancel but don’t get round to it because they don’t have the contact information, your appointment is likely to be poor. It’s all about honest selling. By giving the customer your contact details, they will feel more comfortable knowing that they are not under masses of pressure. You’ve presented the product or service well, you’ve displayed that it’s relevant. Now it’s up to the decision maker and the consultant. Before you end the call, make sure the decision maker has heard the time and day of the appointment three times.
1. When you first agree the appointment
2. When giving the consultant’s details
3. The last thing you say “thanks, we’ll see you on Monday at 10”
“Information is only as good as its presentation” [Tom Soane 2011]
Now you’ve booked your appointment or generated your lead, your job is half done. Now you need to keep selling internally. The consultant going out to the meeting needs to know everything possible to continue your hard work. Give them full contact details, company details and notes on the conversation you’ve had. Remember; keep your notes factual and non-emotional. Don’t write any personal opinions, write about factual information you’ve picked up during the call. You want that sales person or consultant to go to that meeting with as much information as possible. Make their job easier for them.
I’ll end this piece with the most important point of all when selling to C-Level Executives. It’s a presentation NOT a sales pitch.
Decision makers are in that position because of their ability to consume information and make a decision on it. Your phone call will not change that. If you have a good product or service, the most important and effective thing you can do is be clear, accurate and honest. If you are asked a question, answer it honestly and factually. Present your product or service in the same way you would want it presented to yourself. Speak slowly, clearly and get straight to the point. Don’t waffle and certainly don’t try to talk your way past any objections. Objections are your friends! Objections are the customer’s way of telling you their concerns. Another way to think about it is that objections are the customer’s way of telling you what you need to do to close this sale. Remember, just be honest about it. If you are asked something which might have a negative answer, answer it honestly. You could avoid it or talk your way out of the question, you might even carry on and book an appointment but if that negative question is in the decision makers mind and you haven’t satisfied it, the decision maker will answer it themselves.
If you want to know how to overcome EVERY objection EVERY time, look out for the articles coming up.

more...
No comment yet.
Scooped by Big Green Telemarketing
Scoop.it!

What can you use telemarketing for?

Telemarketing isn’t just about making appointments. A good telemarketing company will work on lead generation, market research, and database cleansing. It can be customer surveys/questionnaires, customer feedback and customer service calls. Up selling, renewals, retention.


Do you attend or participate in events, exhibitions and conferences, gathering hundreds of enquiries that all need following up. Would you rather be sat in front of these enquiries, talking with the ones that qualify for your product or service rather than sifting through phone call after phone call to see which people are interested or which people are suitable?
Do you work with email marketing? When you send a blast of marketing emails, what do you do with the people who don’t open the email or click through? What about the people that click through but don’t turn into a customer? That’s where telemarketing can massively boost your marketing effort. Just one phone call to the customer will significantly increase the chances of your email turning into a sale.


Do you want to generate new business with larger companies and groups? A good telemarketing company can get you in front of the decision maker, a poor telemarketing company can’t. Sometimes, the larger companies can take more than one phone call to get an appointment or achieve a result. It might be a structured approach where you gather the contact details, send the information, make a phone call, agree a follow up call, book an appointment.


Do you have customers? Some companies have great communication with their customers. That doesn’t simply mean phoning them to see if they are ok. It means contacting them with offers, renewals, questionnaires and satisfaction surveys. You can contact them when they have become a customer to see how you performed, how they felt about you and your staff. How else will you really know what they think of you and most importantly, how will you really know where you need to improve. Word of mouth travels fast but a company’s image will fall faster if it isn’t continuously monitored and developed.

more...
No comment yet.
Scooped by Big Green Telemarketing
Scoop.it!

Why has telemarketing and telesales got such a bad name?

Telemarketing has unfortunately been linked with low quality telesales even though there is a big difference. Nowadays, many UK call centres and telemarketing companies employ temporary staff and don’t give their customers the true quality they deserve. Telemarketing is an art which is best carried out by a high calibre of employee. A call centre shouldn’t just be about “bums on seats”. While these call centres with high staff turnover will achieve a small amount of quality, they will be far behind a telemarketing business that employ full time, highly qualified, expertly trained and loyal staff.


A large problem with poor telesales is with the call centre or telemarketing company themselves. Just gather a bunch of sales people, sit them in front of a phone and give them a script. Unfortunately, that is the case with most telesales companies. This means, your company is represented by people who have just been gathered to read scripts! There is a real art and skill to reading a script properly and it takes a large amount of training. It’s not something you can “just do”.


Telemarketing should be the part of the marketing industry where professional sales people and market researchers work as full time employees with high levels of training, high standards with a professional and mature approach. Telemarketing people should be skilled script readers and will never make an “annoying” phone call. Skilled telemarketers will know how to make their phone calls interesting to the client. They will know when to talk and when to listen, when to have a conversation and when to ask questions.


Old telesales is the part of the marketing industry that is for the high volume, poor quality projects. The types of companies that employ temps and have a high staff turnover. There is no need to sacrifice your quality to get more “bums on seats”. Yes it would take more effort to train high volumes of people properly but cutting this corner is where telesales and telemarketing has been labelled as dirty.


So how do we give telemarketing a good name? That’s the tough part. To change perception we need to have more companies doing it properly and phase out the companies who carry out the telemarketing we all hate. Business decision makers will not mind taking a call from telemarketing companies who have done the right preparation and are presenting him or her with something of interest. They will also show more respect if that telemarketing company just get to the point and are completely open and honest about the call. If we get rid of the irritating style which seems to be a trend with many telemarketing and telesales companies, the word telemarketing will become much cleaner.


If business owners and decision makers carry out the right research on call centres and telemarketing companies before they commit to work with them, it will improve their results and protect their image. The things to look for are full time employees, low staff turnover, honest and professional. Plus, believe it or not but the cheapest is hardly ever the best in telemarketing. It’s the companies who have lots of long term clients who don’t need to slash their prices. The ones who are not very good are the ones who will fail.

more...
No comment yet.
Scooped by Big Green Telemarketing
Scoop.it!

Carbon capture: 130 plants needed 'to avoid dangerous climate change'

Carbon capture: 130 plants needed 'to avoid dangerous climate change' | Green Sector Business Development | Scoop.it
Report by CCS group says huge investment needed by 2020...
more...
No comment yet.
Scooped by Big Green Telemarketing
Scoop.it!

Telemarketing is as strong as it ever has been!

Many believe that modern marketing has been taken over by the online revolution. Some now believe that, because of the dramatic increase in online marketing, telemarketing is a thing of the past. Nothing could be further from the truth!
In fact, telemarketing is stronger now than it’s ever been. If anything, the online revolution has boosted the need for telemarketing in the UK. It’s actually the old fashioned, call centre style approach which has been left behind. Unfortunately, the old fashioned style has been associated with the new, modern way of telemarketing. Suffice to say, the business world is still a little sceptical about outsourcing its telemarketing because of the image still attached to these call centres and telesales agencies.

The truth is, with all the online marketing bringing so many healthy enquiries and offering new ways to communicate with your potential customers, now is the best time to be associated with a strong, reliable telemarketing company. The trick is to know which companies are good and which are not.

Let’s look at it in more detail.

The new, modern form of B2B telemarketing
Although there are now many forms of marketing available to you, it’s important to understand that all marketing still sticks to some fundamental and basic rules. It’s still about building relationships, it’s still about getting the right messages across and it’s still about attracting buyers. These basic points are still present (or should be) no matter how advanced the technology is. The technology may change but the objectives don’t.
Nowadays, buyers are far more aware of when they are being sold to. They have more of a voice through the online network and old fashioned telesales is much less tolerated. That’s not a problem if you use the modern way of telemarketing. The question should be, how do you integrate your modern telemarketing with all the new marketing channels and technologies? That’s actually much simpler than you might think.
The key is honesty. Although that sounds very cliché, it’s true. In modern telemarketing, your objective should be to tell the customer exactly why you are calling right away. Don’t hide the price, don’t try to keep them on the phone, don’t be over friendly, don’t be scared of closed questions and remember... It IS a sales call. I can imagine a lot of old fashioned telemarketers cringing at the moment. But this is the new wave of telemarketing. Just be honest with the customer!
Let’s give that a little more substance. If you present your product or service clearly and accurately while getting to the point and being absolutely honest, you will gain trust and respect from your prospect. The customer will be thinking “why are you calling me”. Therefore, your introduction needs to get to the point and be nothing but honest. Once you’ve established that trust and honesty, then you can start working on your sales pitch, your objection handling, closing etc.
The point is, people are now very aware of telemarketing and unfortunately, the old fashioned call centres are putting them off. Because buyers are so much more aware, you need to treat them as such. Buyers will know that you haven’t got to the point, they’ll know that you are being way too friendly for someone they have never spoken to before, they will know that you are trying to sell something and they will know if you are bending the truth or ‘blagging’.

Telemarketing and Telesales
I’m going to tell you how you can use telemarketing in your B2B marketing plan but before I do, remember this... All sales people have their own style, their own methods and their own techniques. There is no right or wrong way to sell on the phone as long as you follow three simple points:
1. Be honest
2. Be honest
3. Be honest
Telemarketing is the art of delivering the right messages about your products or services to your prospects with the intent of opening an opportunity to do business and make a business relationship. It’s marketing but on the phone.
Telesales on the other hand, is the practice of converting opportunities into sales. Sounds pretty obvious.

How to use telemarketing in your B2B marketing plan

Hopefully by now, anyone reading this will understand that sales is not about persuading someone to buy something you want them to buy. Modern sales is about finding out what a customer wants and supplying it to them. The skill is in finding out what they really want or need. If you think of sales in this way, you will sell more. Why spend time trying to persuade someone into something they don’t want? Find out what they do want and offer it to them. Doing it this way will mean you can speak to more customers. Then, those customers will trust you and will promote you to their network of friends (online and offline).

Cold Calling
Some believe its dead, its not. The clever people use it wisely. Instead of just calling through a long list of people you should target your calls to the right people. Again, honesty is the key here. Explain why you are calling from the start. Tell the prospect what you want to achieve from calling. Cold calling is a brilliant way to get to new contacts and new customers.
Warm Calling
Warm calling is when you have sent the prospect some information, advertised to them or made contact with them somehow and then called them. Send an email marketing blast and follow it with telemarketing. Send letters, leaflets, brochures and follow it with a good call. Using telemarketing in this way will significantly increase the conversion of prospects into customers. Some will buy from your initial marketing, some will buy from the follow up call.
Lead Nurturing
Make a cold call, send some marketing literature, follow it up and keep in contact. Remember that the relationship won’t sell the product, the product will sell the product. The relationship makes sure that the customer buys that product from you. People have different ideas of what a relationship actually is. It doesn’t necessarily mean that the prospect thinks you are a lovely person with a really warm personality. The question in their mind is going to be “can i do business with this person?”. If you are easy to work with, honest, competent and professional you will gain the customer’s trust. If you are just a nice person, you may win a couple of customers but not as many as you could. Consumers will like you as a person if you are trustworthy. Call the prospect when you say you will, keep in contact but don’t just call them with nothing to say. There needs to be a reason for you to call or you will become a nuisance.

Telemarketing is one of the most effective ways to bring new customers that goes without saying. The key is to use it wisely. Make sure the company you outsource to use the modern style of telemarketing and remember that the telemarketing company will be representing your business. Think back to some of the old fashioned telesales calls you’ve had in the past, you’ll probably remember one. Would you like your business represented like that?

more...
No comment yet.
Scooped by Big Green Telemarketing
Scoop.it!

Biomass investors given fresh incentive

Biomass investors given fresh incentive | Green Sector Business Development | Scoop.it
Investors in biomass facilities heard today that they would not face mandatory price control reporting in order to qualify for subsidies.
more...
No comment yet.
Scooped by Big Green Telemarketing
Scoop.it!

The Lightbulb Moment

The Lightbulb Moment | Green Sector Business Development | Scoop.it

UK manufacturers lose £1.4 billion a year using 1950s lighting systems

more...
No comment yet.