How to Cold Call Successfully in Call Center Sales
I’ve never seen a call center sales training program that uses state of the art techniques to set their participants up for success in the call center scenario.
As a sales coach I’ve had many people come to me for training, and it’s sad to hear that their employers have their own programs that won’t allow them to change their basic phone script. Some of these scripts have “Serious” flaws that are causing their companies enormous loss, becuase they simply aren’t effective.
The call center operators have told me, they know it’s what they’ve been told is causing respondents to hang up, swear at them, be resistant and shut down completely towards the call.
I’ve also had some of the worst case scenario call center operators, who have been allowed to change their script (or not allowed, but tried an alternate way anyway) and acheived very positive results.
The flaws that are inherent with many thousands of call centers sales scripts that are derivitives of scripts by sales champions from years ago, who are now sales managers and call center owners are “no longer valid” in todays sales environment.
The reason why these scripts are so innefective is they prey on those who cannot “say no” and utilize high-pressure tactics, that “push” the listener down a linear path towards a close on the first call.
The amount of distrust and discomfort felt by recievers of these calls are enormous, and most importantly, the unneasy feeling from call center employees is what’s most disturbing and call center management turns a blind eye to it stating “this is how it’s always been done, it worked for us it should work for you too!!”
I believe that it’s becuase call center sales training administrators are so “rigid” in employing or at least allowing the testing of new scripts, their failing their companies big time.
There is unfortunately no hope for you, if your currently undergoing an old school call center sales training program. And the best advice I could give you is “get out” and find another call center that allows you some freedom in the way you make your calls.
At this point you need to have a good hard look at alternate cold calling education also, where you can learn a completely new mindset for building trust and opening a conversation with prospects. The advantages of this I’ve found, both as a sales coach (coaching 1000’s of sales people in 100’s of industries) and when I was a salesperson myself is the way it sets you up to think differently.
You learn how to “let go” of the pressure in your own mind first, and this will transfer to eliminating pressure with your prospects when on the phone with them.
Everyone I speak to who has used this unique (and not taught anywhere else mindset) both for call center sales training and other industries recieved positive results. And the ones who didn’t recieve positive results initially, did have success after they undertook live sales coaching with specialist trainers in this area.
I know this, because I’m the coach they used and I turned their situation around in something like 10 minutes, they were ever so grateful and so was their company.
Please take a good look at doing something different if you’re a sales person who’s “stuck” in a rut, or under the pressure of using an old script by your company. You won’t regret it!
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How to target my resume to other jobs?
I would like to target my resume to other such as customer service and banking and entry level hr. Even though, I have more current experience in receiving / warehouse, I believe I will advance faster. My receiving manager at Sears worked 10 years until he became a manager. Currently, I work at my mothers store as a cashier/stockier. I do have skills in office 2007 and office xp. I know there are some things wrong with my resume. Please help to strengthen my resume. Do you think it is possible to do career change? Or would i have a better chance of advancement if I stick to receiving/warehouse ((and get my forklift license)? Any comment tips would be appreciated.
Objective: Experienced, dependable cashier currently looking to combine skills and expertise within a position that welcomes motivation while simultaneously offering a supportive environment. To obtain a responsible position where I can help the organization grow in value utilizing my experience, capabilities and abilities.
Qualification Summary: Result-oriented cashier with more than two years of experience in merchandising and customer service and extensive knowledge of principles and processes for providing customer and personal services. . Excellent communication and interpersonal skills. Fast and reliable.
Skills:
* Proficiency in a Windows environment
* Detail orientated
* A genuine desire and commitment to serving customers
* Problem solving and Analytical skills
* Customer service oriented.
* High learning agility
* Strong interpersonal communication skills
* Able to work in a structured work environment
Education: Virginia State University
Computer Engineering
Jan 2009 to May 2009
High school diploma
Winslow Twp HS
Atco, NJ
Work Experience: CVS Caremart
Operated POS cash register for store. Advised customers on purchases, and merchandise on sale. Provided exceptional customer service. Developed reputation for prompt, efficient service with high level of accuracy. Maintained thorough knowledge of store merchandise to provide helpful pieces of advice to customers. Calculated total payments received during a time period, and reconciled this with total sales. Compiled and maintained non-monetary reports and records. Developed constructive and cooperative working relationships with others, and maintained them over time.
January 2007- June 2008
Work Experience: Sears
Promoted teamwork to deliver timely and accurate customer centric solutions
Assisted in unloading delivery trucks. Assisted sales team in prompt movement and staging of customer product.Successfully completed all Shipping/Receiving associate training elements within required timeframes.Provided excellent customer service to customers.Managed the shipping and receiving process for outgoing merchandise.
June 2008 – December 2008
Work Experience: Bj Warehouse
Unloaded and stocked merchandise while checking the quantity and quality of the merchandise. Stocked merchandise on to shelves to remain in stock, organizing the sales floor to create a pleasant and safe shopping environment, and providing customer service as required by customer demand.n Assisted in the daily operations of the store. Receive and display merchandise from distribution center, keeping accurate records of ordering, receiving, and inventories.Provide service to customers and interact positively with co-workers, managers, and maintained high company standards.
June 2008- December 2008
About Author
Adam Price is a professional business networker, sales trainer and information marketer. Learn how tap into the powerful world of professional networking, online sales and trust building by visiting: http://www.Law-Of-Attraction-And-Success.com/SalesSuccess.html