Aside from your opening sentences, the way you close a call is one of the most important skills in telemarketing. The words you use, your tone of voice and your manner will leave a lasting impression on the person you’re speaking to. So whether you’ve managed to seal the deal or not, it’s important to make sure you get it just right.
Don’t pile on the pressure
The last thing you want to do at the end of a call is pile on the pressure. Putting too much pressure on the person you’re speaking to can make them feel like they’re backed into a corner. This can put even the keenest customers off and can make your business come across as aggressive, or desperate. Ideally, your call should have been so positive, productive and persuasive you won’t need to put any pressure on anyway. However, if the decision maker you’re speaking to is still not convinced by the end of the call, ask if it’s OK to call back another time or get the name of someone else in the organisation who can help instead.
Remember they’re busy
A lot of the time telemarketers are so focused on their call they forget that the person they’re speaking to has a busy day of tasks to take care of themselves. Once you’ve finished discussing the benefits of the product or service you represent, say something along the lines of, “I know you’re busy, so I’ll let you get back to work” – before slipping in a quick request for a follow up meeting, a commitment to a trial, or a small purchase order. By showing you’re aware of the decision maker’s busy schedule, you can demonstrate that you’re thinking of their needs at the same time as moving the call towards your ultimate goal.
If the call has been a long one, a good way to close it is to sum up the benefits offered by your product or service. Make this section of the call snappy and compelling. Keep your language simple and easy to understand and stick to your core USPs. This summing up will remind the decision maker you’re talking to about all the points you’ve covered in your call and should help to nudge them towards making a purchase and sealing the deal. If not, it provides a positive note for you to end on.
End with a question
Just like your opening question, an end question can be used to keep the lines of communication open and offer an opportunity for future contact. Ask if there’s anything else they need to know, if you’ve answered all their questions and if they can see how your product is right for them. Asking these questions crystallises the benefits of your product in the mind of the decision maker and can offer an opportunity for further dialogue.
Whether you’ve managed to achieve your goal or not, always close your call on a positive note. These last few sentences will form a big part of the impression you leave with the person you’ve been talking to – so make sure you’re polite, positive, and personable.
To learn more about powerful telemarketing techniques, or if you think your team could benefit from a bit of expert help, take a look around our site or contact a member of our team to find out more about what we do.