Have you ever hung up the phone wondering if the person called you simply to hear himself or herself talk? One of the most significant lessons learned by our agents during their initial call calibration sessions is that the best callers are not necessarily the best talkers – they are the best listeners. From a personal perspective, I equate a telemarketing call to a first date – the same basic principle applies: don’t monopolize the conversation, instead listen to what your date has to say.
Let look at the anatomy of a phone call:
- Opening & Fact Finding: Early on in a conversation, the prospect should do 90% of the talking. After gaining interest in speaking, the agent portion will be comprised of open-ended questions designed to understand the prospect situation and needs. By asking questions such as: