An integral part of any telemarketing call, questions help you to get a conversation going, find out a little more about a potential customer and steer the call towards a successful conclusion. However, as potential customers don’t want to feel interrogated during a call, the number of questions that can be asked in any one conversation is limited. Using them wisely will not only allow telemarketers to find out more about their potential customer, it will also help them to lay the foundations of a long lasting business relationship.
Ask open questions
Open questions (questions that can’t be answered with either ‘yes’ or ‘no’) are a very important part of telemarketing. Previously, we’ve looked at how they can help you to draw a potential customer into conversation and get a dialogue going. By taking this concept further, and using open questions throughout a telemarketing call, you can ensure that the conversation keeps flowing. This will help to prevent the potential customer from ducking out of the conversation, and enable you to gather a huge amount of information during the call.
Don’t use a script
In order to make the most of your precious few questions, avoid using a script. When telemarketers follow scripts, they don’t have the flexibility required to be able to adjust the conversation and ask really good questions. As well as making for a stunted conversation, this can often result in a missed opportunity. The telemarketer won’t be able to discover anything new or interesting about the potential customer or build up any kind of rapport during the conversation.
Listen to the person you’re speaking to
Good telemarketers should be able to use the information they gather during a call to ask questions that are insightful and useful. The more you listen to your potential customer, the easier it should be to tailor your questions and get a little more out of the conversation.
Don’t be afraid of silence
Although no one wants a telemarketing call to be filled with awkward silences, pauses in the dialogue can help telemarketers to get more out of their conversations. As Mike Martel says at lifehack.org, “many times the person you are questioning has more information and will bring it out when you wait for it.” Using silence in the right way can be just as powerful as asking lots of questions. And though it takes confidence and a little courage to leave a long pause after a question, it can produce impressive results.
Don’t use them up too fast
No matter how interested they are in your products or services, no one wants to be bombarded with questions. Minimising the number of questions telemarketers ask can actually help them to find out more about a potential customer. As long as the questions are relevant and insightful, asking just a few should be enough to find out everything you need to know.
Learn more about intelligent telemarketing techniques and about the services we offer by taking a look around our site, or getting in touch with a member of our team.