Comments for To Market Blog http://www.tomarket.co.uk/blog Telemarketing Telesales & Customer Services Training Tue, 06 Jul 2010 07:36:12 +0100 http://wordpress.org/?v=2.8.4 hourly 1 Comment on Telesales masterclass – Leicester / Northampton 26th – 27th July 2010 by andrew http://www.tomarket.co.uk/blog/2010/telemarketing/telesales-masterclass-leicestershire-26th-27th-july-2010/comment-page-1/#comment-1294 andrew Tue, 06 Jul 2010 07:36:12 +0000 http://www.tomarket.co.uk/blog/?p=74#comment-1294 Where are you based? Are you in the UK? Leave me some contact details and we'll be pleased to contact you. Where are you based? Are you in the UK? Leave me some contact details and we’ll be pleased to contact you.

]]> Comment on Getting past the gatekeeper – 5 top tips by andrew http://www.tomarket.co.uk/blog/2010/telesales/getting-past-the-gatekeeper-5-top-tips/comment-page-1/#comment-1203 andrew Thu, 21 Jan 2010 14:01:43 +0000 http://www.tomarket.co.uk/blog/?p=405#comment-1203 Good point Will. The 'fear' close has to be used appropriately and is only relevant in particular industry sectors. It is good for instance if you sell health and safety products, and it can work well for any suppliers of compliance-based products and services, even including accountants and organisations selling legal products. Good point Will. The ‘fear’ close has to be used appropriately and is only relevant in particular industry sectors. It is good for instance if you sell health and safety products, and it can work well for any suppliers of compliance-based products and services, even including accountants and organisations selling legal products.

]]> Comment on Getting past the gatekeeper – 5 top tips by Will Hawkins http://www.tomarket.co.uk/blog/2010/telesales/getting-past-the-gatekeeper-5-top-tips/comment-page-1/#comment-1199 Will Hawkins Tue, 19 Jan 2010 15:30:45 +0000 http://www.tomarket.co.uk/blog/?p=405#comment-1199 Good post, Andrew. I use most of these ideas, except for the 'fear close'. I find that speaking confidently and with purpose is the most effective. When a gatekeeper says "How can I help?", I always let them know exactly how they can help and I use the same language as them. I never try to come across as pushy but just clear and confident. Will Good post, Andrew.

I use most of these ideas, except for the ‘fear close’. I find that speaking confidently and with purpose is the most effective. When a gatekeeper says “How can I help?”, I always let them know exactly how they can help and I use the same language as them. I never try to come across as pushy but just clear and confident.

Will

]]> Comment on Telesales training for office interior companies by andrew http://www.tomarket.co.uk/blog/2009/telemarketing/telesales-training-for-office-interior-companies/comment-page-1/#comment-1149 andrew Fri, 27 Nov 2009 19:29:58 +0000 http://www.tomarket.co.uk/blog/?p=274#comment-1149 Yes Jonathan, I agree. We generally advise our business to business clients that around 20 dials per hour is a good number to aim for. And you're right, many organisations struggle to achieve this because admin tasks are 'allowed' to get in the way. However this particular client set his team a target of 10 dials per hour. This was a good starting point, but we recommended that their rate could be increased to 15 fairly easily. Yes Jonathan, I agree. We generally advise our business to business clients that around 20 dials per hour is a good number to aim for. And you’re right, many organisations struggle to achieve this because admin tasks are ‘allowed’ to get in the way. However this particular client set his team a target of 10 dials per hour. This was a good starting point, but we recommended that their rate could be increased to 15 fairly easily.

]]> Comment on Telesales training for office interior companies by Jonathan http://www.tomarket.co.uk/blog/2009/telemarketing/telesales-training-for-office-interior-companies/comment-page-1/#comment-1145 Jonathan Thu, 26 Nov 2009 09:39:39 +0000 http://www.tomarket.co.uk/blog/?p=274#comment-1145 It's interesting the suggested target is only 10 calls per hour - for a dedicated telemarketing person, this is actually quite low! Target dial rates for B2B is often more like 25/hour, depending on the length of the individual conversations when you get through. We find that we have to deliberately remove all administrative tasks from telemarketing operators, as otherwise it is very easy to not be on the phone, missing dial targets and critical call backs. It’s interesting the suggested target is only 10 calls per hour – for a dedicated telemarketing person, this is actually quite low! Target dial rates for B2B is often more like 25/hour, depending on the length of the individual conversations when you get through.

We find that we have to deliberately remove all administrative tasks from telemarketing operators, as otherwise it is very easy to not be on the phone, missing dial targets and critical call backs.

]]> Comment on Benefits selling – make it easy for your customer to buy by Chris Moran http://www.tomarket.co.uk/blog/2009/telesales/benefits-selling-make-it-easy-for-your-customer-to-buy/comment-page-1/#comment-21 Chris Moran Mon, 23 Feb 2009 18:16:20 +0000 http://www.tomarket.co.uk/blog/?p=38#comment-21 Nice writing style. Looking forward to reading more from you. Chris Moran Nice writing style. Looking forward to reading more from you.

Chris Moran

]]> Comment on Customer service training issues – the first point of contact is vitally important by Tim T http://www.tomarket.co.uk/blog/2008/customer-services/customer-service-training-issues-the-first-point-of-contact-is-vitally-important/comment-page-1/#comment-16 Tim T Fri, 20 Feb 2009 17:30:17 +0000 http://www.tomarket.co.uk/blog/?p=22#comment-16 I totally agree with the sentiment in this blog post. I have to say (and I'm not American) that their Customer Service standards are very high. Many ither countries too are acutely aware that their income relies on tourism and they have to engage their customers and provide the best experience early on. It is annoying when you receive poor levels of customer service as this often doesn't cost anything and the lack of it can spoil a visit to somewhere that has clearly had the money spent on the aesthetic side. I recently came across some information on the <a href="http://www.welcometoexcellence.co.uk/welcometoexcellence/whocouldbenefit.asp" rel="nofollow">Benefits of Customer Service Training</a> I totally agree with the sentiment in this blog post. I have to say (and I’m not American) that their Customer Service standards are very high. Many ither countries too are acutely aware that their income relies on tourism and they have to engage their customers and provide the best experience early on. It is annoying when you receive poor levels of customer service as this often doesn’t cost anything and the lack of it can spoil a visit to somewhere that has clearly had the money spent on the aesthetic side. I recently came across some information on the Benefits of Customer Service Training

]]> Comment on Have your customer service team independently audited by Dan Waldron http://www.tomarket.co.uk/blog/2009/customer-services/have-your-customer-service-team-independently-audited/comment-page-1/#comment-14 Dan Waldron Thu, 12 Feb 2009 13:16:49 +0000 http://www.tomarket.co.uk/blog/?p=30#comment-14 Great post. I will read your posts frequently. Added you to the RSS reader. Great post. I will read your posts frequently. Added you to the RSS reader.

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