Questions are one of the most important tools telemarketers have at their disposal. When they’re well-crafted and carefully deployed, they can open up a conversation, lay the foundations of a productive business relationship and help you build rapport with the person you’re speaking to. As Hub Spot says:
“Unless you ask the right questions, you won’t uncover the right needs. Unless you ask the right questions, you won’t understand the right problems to solve.”
Learning the right questions to ask, and how to ask them, is an incredibly important part of telemarketing. All too often, simple mistakes in phrasing can limit the impact of a question or even shut the conversation down altogether. Learning how to avoid these common errors and perfecting your question-asking skills can help you to get more from your telemarketing calls.
One of the most common mistakes that people make when talking to potential customers is phrasing their questions negatively. Negative questions invite negative answers. For example, asking “So, I couldn’t interest you in a meeting then?”, as opposed to, “Would you find a meeting helpful?” makes it easy for prospects to simply say no. This brings the conversation to an end and makes it difficult to get more out of the call.
Use too many negative questions in a telemarketing exchange and you’ll struggle to move your conversation forward or leave your potential client with a good impression of your company.
Changing negative to positive
Transforming negative questions into positive enquiries is a simple matter of phrasing. You can ask exactly the same things in a much more productive way by avoiding any negative words and phrasing questions in a way that ensures they’re more likely to result in a positive answer.
The best way to avoid using negative questions is to train your brain to avoid them. Make a list of the most common questions you ask during a telemarketing call and then spend a few minutes thinking about the phrasing. Do the questions invite a negative answer? If so, try to write down a few alternative ways to phrase the question, removing any negative words as you go. Use these questions in a role-play with staff to see if your minor grammatical changes have a major real-world impact.
Once you’ve learned how to identify and alter your negative questions, bringing more positivity to your telemarketing calls should be easy. This should help you to get more from the conversations that you have with potential clients and make it easier for you to achieve your telemarketing goals.
With something as simple as phrasing having such a big impact on the potential success of a call, it’s well worth putting some time into analysing your questions and the way you talk to potential clients. If you’d like to learn more about simple but effective telemarketing techniques, or find out how we can help you to boost your results, take a look around our site, or get in touch with a member of our team today.