1. The lapse of time.
All call-programs are different but most of them call automatically the list. It means that most of the workday you will be waiting for people to answer the phone, which means that you can do other things meanwhile, like surf on the internet (or write this article), scratch your belly or just watch the screen in a zombie-like manner. After doing the job for long enough, you will start to have the clock-work-like ability to know exactly when the phone has been ringing for 30 seconds (or whatever the treshold might be), which means that it is time to call the next customer.
2. No does not mean no.
This is where semantics comes to the picture. Naturally, some people mean what they say. This, of course, is different for telephone sales-people, as they only hear what they want to hear, which is why in this context, no does not mean no. The second no is also not a real no, it is just a reality check to see if you believe the resisting clients excuses. Consequently, any skilled master communicator who has been trained in sales knows that resistance is a sign of lack of rapport, therefore it is just a signal to keep on pitching. Now depending on the working place, the third no might start to mean that the person actually is not interested in the product or service being offered. In some cultures, however, it is normal to keep on pushing until you hit the sale or the resisting customer ends the friendly phone conversation.
3. It’s not personal, it’s business..
Imagine the following situation: You have been working the night-shift (or been partying the whole night until the dawn) and gone to sleep at 5 am. Then at 9.15 am, 4 hours later, the phone starts ringing. It is ringing, it keeps ringing and it sounds in your perception that it has been ringing for ages or even for centuries. You really don’t want to but at some point you pick up the phone, just to find out that there is a high-energy phone-sales person on the other side of the line and they will not stop at the first no. Here is where one’s true character comes to the surface, if you really just don’t care, you will just press the red button on your phone or then you will listen for awhile. The danger is that the more you listen to the sales pitch, the more likely you are to buy whatever they are selling so you might just want to decline the offer immediately. How many of us has accepted to “receive” a free gift on the phone, just to notice 3 months later that you have a supply of vitamins or supporting socks coming in the mail every months without the possibility to end the subscription for another year? Talk about free will at this point….
4. People are stupid and on top of this, liars! Telephone sales people on the other hand, are perfect workers!
We all might not agree on this one but I have heard from multiple sales managers that people are stupid and they do not know what is best for them and what they should buy. To be specific, one supervisor once said that 85% of humans are stupid. That might seems like a subjective statement but after all, it just depends where on the Gauss curve one is situated. So if an IQ of below 100 is considered stupid, then half of humans are stupid. A mensa member would be considered almost as a genious for someone walking around at an IQ score of 100 but on the other hand, an American (or British/Australian/Chinese) mono-lingual who barely qualified to mensa would most likely be laughed at by “average” Finnish, Swedish or Chech poliglot Ice-Hockey Players (see this
) so the measurement of intelligence will remain biased Naturally, they should buy the product or service you are selling but let’s face the reality, a stranger calls you and asks a specific questions about your consumption or if you have any gold in your belongings that you would want to “recycle”, would you tell them the truth straight away? After all, it could be a burglar, a crook or a conman who is determining if you are a good target for a special mission. This is when the rule of 3 no’s kicks in again, see number 2..
5. The ring of the “sales-bell”.
That sweet bell that indicates that a sale has been done. Depending on the company, the information might be location-wide or whole company-wide, which means that you will know when someone made a sale in Stockholm. Or in Helsinki Even if you know you did not make the last sale, you still feel inclined to watch the screen in order to find out who did!
6. Looking up to the screen just after you pressed the send button on your last sale.
You know it will come to the screen but still you look at it while it forms the letters of your name to the screen! Oh yeah, that is me!!
4. If you are not calling all the time, the floor manager will come and tell you that. It is almost as if you
5. Your manager does not care about you.
He only cares about the figures. For him, you are only a resource that can and will be used for personal gain. Remember that what is best for the company might, and at some times, they will be used against
6. Leave your brains in the lobby… No thinking allowed here…
Every new sales job starts with a sales script. If you are not following the script and you want to do your own thing, the manager will come to you and prompt you to use the sales script! After all, it has been tested and found to be useful in order to generate a massive amount of sales! In phonesales, it is almost like a holy document, as it needs to be followed strictly due to all the legal issues that might emerge fr autopilot.
Are you listening to what the customer is saying? Are you really solving his problem? The point of selling any product is to provide value to the customer. Is your service providing enough value to the customer? A good salesperson can sell a bad product but an excellent salesperson doesn’t sell the customer a product, they solve his problem. If the product that you are selling is so good, that you have 100% confidence in it, then you can guarantee the results. And if the results don’t come, then the customer should’t have to pay for it. Well an excellent salesperson wouldn’t have to work selling a bad product, they would sell themselves to a company that sells an excellent solution and then would sell that service.