How to Conduct Telemarketing Training?
I do believe that most sales people possess the ability to sell
and negotiate with different people in different fields. However,
it is rare to find telemarketers with this natural ability.
This fact simply implies that those who are running a telemarketing
business must do something that could help the company and the
customers in meeting their specific needs, and that is to try
to hire people with good traits and abilities that can be molded
into a form that will serve their purpose. The people must then
undergo telemarketing training to develop their special skills
that are essential to achieve the kind of performances needed
in today’s fast paced world.
There are basically two major areas that must be considered
when considering telemarketing training. The first area is the
so-called product knowledge, and the second is that of professional
communication and selling skills.
On the first area, which is product knowledge, I assume that
before you hire your telemarketer and subject him or her to
telemarketing training, he or she is already knowledgeable about
your product or service. During the telemarketing training,
you can provide your telemarketers call guide information that
will provide them the necessary features, benefits, as well
as competitive advantages.
On the other hand, when subjecting your telemarketers in a telemarketing
training involving communication and selling skills, personal
attention is very important. In this kind of telemarketing training,
you have the option to either conduct the telemarketing training
in a group environment or one on one. The approach may be somewhat
different, but the differences depend on the size of the groups.
Nevertheless, the basics of this telemarketing training are
generally the same.
Here are some tips for you to follow when planning telemarketing training for your newly hired telemarketers:
Prepare Telemarketing Training Aids: When conducting telemarketing
training, you should first prepare telemarketing training aids.
You can use visual aids, for example, in the form of vue-graphs
or slides to the greatest extent possible. This is what most
telemarketing experts recommend as this tends to stimulate interaction,
holds the interest of your trainees, and act as a pacer for
you to keep the telemarketing training moving. And, if possible,
provide your trainees workbooks for this activity and encourage
note taking.
Make the Telemarketing Training Interactive: In telemarketing
training, you can use questions, answers and skills in the form
of role-playing. Yes, you heard me right! Role playing makes
the telemarketing training lively and fun. And, in order to
maintain lively interaction, simply avoid lecturing and talking
down to your trainees. Make the atmosphere light, but at the
same time seriously professional.
Obtain a “Buy-In” from the Trainees: Simply give them a reason
to really want the telemarketing training. Note that this is
the most important contributing factor to a really successful
effort. As what most telemarketing experts often say, it makes
all the different between trainees just “showing up” and resenting
or resisting your every comment and active, eager participation
where the participants will be anxious to get on the phone and
apply what they are taught. Just make it clear that when the
company succeeds through their excellent work, they too will
be rewarded. And, if you are the trainer, show them that you
are excited about the telemarketing training and convince your
people that it’s going to benefit them.
In the end, note that an effective telemarketing training requires
preparation, dedication and commitment. If you’ve have all of
these ingredients, then there’s no doubt that your telemarketing
training will be successful for you, your company, and your
telemarketers.
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