Conversation or Conversion
Yes, it’s one of those titles where two words look identical but are so different in their meaning.
The prompt for this came from celebrated Time Management Coach, Clare Evans. Having received multiple calls from the same company, it was obvious that for Clare, their telemarketing staff weren’t interested in the former (conversation), and largely as a result of that, wouldn’t realise the latter (conversion) in any case.
What was evident was that the staff from the company that called her were so poorly trained that they couldn’t deviate from their script, nor were they interested in the answers given to the very few questions they posed… except of course when (after more than 25 minutes in some cases) they’d finally reached the point of the call and the price was announced.
Is it any wonder that people who use the telephone as a primary business tool are viewed unfavourably? These people have lost sight of the purpose they’re using the phone to achieve in the first place: To find out if there are grounds for dialogue, based on the problems their business excels at solving or based on a stated aim of the company/person being called.
To communicate a caller’s intent to a callee, then agree an outcome for the call, and build rapport to the point where a dialogue can flow naturally with the caller listening and noting the callee’s responses isn’t rocket science. And yet, people can make this so difficult and wonder why no-one buys! Trust isn’t built from a script.
What’s your goal when you pick up the phone? Do you see a person and a conversation? Or do you see a spreadsheet entry with £ / $ next to it?
To find out more visit http://www.phoneforbusiness.com
About the Author:Shaun Gisbourne is a telemarketing professional based in the UK and France, Offering telemarketing and tele sales to small and medium sized businesses. shaun@phoneforbusiness.comwww.phoneforbusiness.com
Article Source: ArticlesBase.com - Conversation or Conversion