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Step-by-step Guide on How to Write an Effective Outbound Telemarketing Script
Outbound telemarketing is one of the most effective ways to gain more prospect customers. It allows you to introduce your product or service to people who might want it. Thus, effective communication is a must when performing outbound telemarketing. You need to effectively convey your message to your target clients.
That is why it is important to have a script ready for your agents. It helps them to fully deliver your message without adding or removing any context. Besides that, a well-planned script will lead your customer into buying or considering your product at the very least. There are a lot of advantages in putting a script for your telemarketing service.
With this in mind, let us discuss how you can write an effective script for your outbound telemarketing service:
Identify the Purpose of the Script
Before writing the script, you need to figure out your desired outcome after your agents talk to your prospects. You need to create at least 3 or 4 acceptable outcomes for your telemarketing script. There might be some repercussions if you choose to focus on just one result. You need to make your script flexible.
For example, if your purpose is to close the sales after the call then you must make the conversation more persuasive. But, this is not always the case as prospects are sometimes not yet ready to purchase. Thus, you need to create another goal that will satisfy this situation. You can create another script where agents can just set another day to call again.
Know the Limitations of Your Product/Service
Now, there is no such thing as a perfect script. You can plan everything and there are still some circumstances that you can’t control. The conversion rate for outbound telemarketing is between 30%-50%. And you need a very good script in order to achieve that percentage.
With this in mind, you need to know the weak points of your product. That way, you can create a diversion whenever customers ask about it.
Like if you know that your service might need regular maintenance. Then you can create a script on how important it is to maintain the good quality of your product. It’s like turning your weakness into your strength by acknowledging them.
Figure Out The Characteristics of Agents That Will Deliver it For You
Your script is only as good as the people who will deliver it. So, you need to consider the people who you want to represent your company too. This will greatly affect how you will write the script for your customer.
If you are outsourcing then it is obvious that foreign agents will talk to your customers. That’s why you need to create a script that is easy to understand. On top of that, some agents might have a hard time delivering your script word-by-word. So, it is better to just create a draft of talking points and let them create their own way to say it.
Create Questions To Engage With Your Clients
Most telemarketing scripts tend to talk solely about the company and the product they are selling. Some might ask questions that tend to produce an obvious answer in favor for your product. However, this type of script set aside customers’ opinions. Thus, they might feel detached with whatever you are saying.
In creating an effective script, you should consider involving your prospect in the conversation. You need to hook them with what you are selling. Try to ask them questions that will make them ask you too. It is an indication that you already capture their attention and they are more engaging in the topic.
Make Your Script Unique
On average, people receive 18 telemarketing calls per month. That’s a lot of telemarketers and some are already used to this kind of calls. It also means that they already heard every generic script possibly available. So, how can you make your script stand out among others?
For starters, you can acknowledge the fact that your customer already heard this pitching from another company. Then, that is the time to tell the difference between them and your product. Explain how your product is better than other companies. After all, the most unique part of your script should be your service.
Provide Your Prospect with a Reason to Act
Customers buying your product should be the endgame of your script. You must never leave your prospect client uncertain about your service. Most telemarketing scripts do not provide a call to action for their consumers.
So, you need to write a script that combines the benefit statements with clear want statements. You should base this want statements on the emotion of your prospective buyers. You can state all the problems your product can solve for them. Remember, your prospects turn into customers because they want to. All you need to do is to lead them.
Provide the Benefits of Your Service Early on the Conversation
The average telemarketing prep time should be under 3 minutes. Some prospects already lose their interest if the conversation goes longer. That is why it is important you make a first impression during the first 2 minutes of the call to capture your customers’ attention.
You can start by introducing your company and the product you are selling. This should be a very quick introduction or they will grow bored on your pitching.
Then, try to throw-in a couple of questions about what they want to see in your product. Focus on things that they said so you can connect with them immediately. These talking points will help you get a higher conversion rate.
What Should Be in Your Telemarketing Call Center Script?
Once you figure out the script you want, you can proceed on writing it. Writing scripts have different parts that will help you in talking with your prospects. Here are some of the common things that you can see in a typical telemarketing script:
- Introduction – Who are you? What is the purpose of your call? Why should they listen?
- Transition statement – How much time you need? What should they expect from you?
- Discovery – Ask them questions to connect with them.
- Presentation – Keep it short and simple. Apply what you learned from the discovery phase.
- Assumptive Close – Be confident in offering your product. If you are selling them ask them the mode of payment they will use. Assume the best unless your prospect explicitly said “no”.
- Confirmation – Double check all the information they provide. Make sure that contact details are accurate for future communication.
- FAQs – This part will determine how familiar you are with the product you are selling.
- Compliance – Make sure your script includes any language that is legally required, like informing them that you’re calling on a recorded line.
There are some parts of the script that you can’t predict. That is why it is important that you leave a room for customization for your agents. It will help them to adjust in case customers introduce some talking points that are not part of the script.
Outbound Telemarketing Services For SMEs
Small and medium enterprises or SMEs benefit a lot with outbound telemarketing services. First off, start-up businesses want to introduce their product to the public. Thus, they need a team to generate leads for them and convert it as customers. It is important to understand that customers will not proactively go to your company immediately.
Another reason why SMEs need outbound telemarketing service is it helps them to engage with existing customers. Outbound services like customer surveys will help you build a strong relationship with your existing customer. A loyal customer will spread good things about your company. This will get you more customers in future.
All in all, outbound telemarketing will help SMEs especially in business expansion. These services will introduce you to limitless business strategies on how to improve your product. All you need to do is to look for the right partner.
Telemarketing Outsourcing Services in the Philippines
The Philippines is home for a lot of BPO companies specializing in outbound call centers. However, most of them are focused on large companies and Fortune 500. Usually, they have a minimum required number of people to work for your company. Very few are doing partnership with SMEs.
If you are an SME looking to outsource your telemarketing service then go to Magellan Solutions. We have 17+ years of BPO experience with more than 100 clients all over the world.
Here are some outbound telemarketing services that we have:
Our Business Developers can help you in setting up your key performance indicators (KPI). KPIs will guide you and monitor the progress of your business with us.
We also offer guaranteed flexible pricing options based. Magellan Solutions understands that start-up business need has limited funds in outsourcing services.
Our security is also world class because of different standard certifications. Magellan Solutions also has an ISO/IEC 27001:2013 Certification. It ensures your company’s sensitive data is safe in our system. Our expert team provides security measures against phishing and data breach.
Contact us today and get a free 60-minute business consultation. Please fill out the contact form below.
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