Why Telemarketing Agents Don’t Ask For The Sale

Do you have a hard time asking for the sale?

Are you good at getting great conversations going, but then fall flat on your face when it comes time to close?

You’re not alone…

This is very common for people new to telemarketing- even professionals struggle to get it right.

Keeping Things Friendly

I can’t tell you how many times I’ve listened to calls where everything went great, but then the agents would just end the call without asking for the sale.

The agents themselves often can’t explain why they didn’t even try to close the sale.

After building rapport with your prospect, it’s natural to want to keep things “friendly.”

It’s as if you’ve developed a new friend and by asking for the sale you’ll be breaking some sort of social contract.

But, remember, the whole point of building rapport is so that you can ask for the sale.

The Pain Of Rejection

Another hidden fear is the fear of rejection. Too often,  agents take it personally.

I’ve seen agents break down in tears and even quit their jobs because they couldn’t handle the strain of constant rejection.

How Telemarketing Pros Do It

Maybe you thought that some people are just born to the telephone. They sail through rough calls with ease, always keep conversations on course, and manage to keep an even keel at all times.

How do they do it?

The secret is to develop psychological defense mechanisms.

For example, maybe you’ve heard “every no brings you 1 step closer to a yes.”

This is an instance of changing your focus from the immediate pain of rejection to a broader perspective… of putting things in an impersonal context.

Or, maybe you’ve heard the phrase “smile & dial.”

Another psychological tactic is at work here.

By smiling when you don’t feel like it, sometimes your mind & mood come around. Smiling is also contagious- if you’re surrounded by smiling people, you can’t help joining in.

There’s a reason these sayings persist. Many telemarketing experts like to shoot these sayings down with logic. What they’re missing is that this isn’t about logic… it’s psychological self-defense.

2 Responses

  1. April
    April at | | Reply

    I love this post. I was a supervisor/coach for American Support virtual call center. Getting customer service agents to be at ease with sales was an easy task “If” you could be successful in illuminating sales as a process of relaying information. One great freedom we have in this country is choice. As sales agents, we should trust the power of choice, relay the most pertinent information applicable to the individual customer with a floor model presentation, and allow the customer to choose. Thank you Mr. Call Center.

  2. Noel | The Office Escape
    Noel | The Office Escape at | | Reply

    Perhaps, everything will fall to the proper mindset and how we absorb the environment while we work. There is really a need for strong psychological defenses. Good communication skills isn’t enough for this field. It’s how to make the worst “no’s” be positive in developing each telemarketer in the future, I presume is the wisdom behind all of these. Thanks for this post!

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