1. Presented by: Martin Johnson, V.P. Operations Effective Telemarketing What it takes to make it work

2. Effective Telemarketing2 Why Telemarket?  Our Sales Executives are spending too much time prospecting and not enough time closing. It’s costing us a fortune!  We aren’t generating revenue fast enough!  Our sales cycle needs to be shorter.  We need a steady pipeline of leads.  Most effective method of direct marketing.  Particularly effective in combination with mail campaigns

3. Effective Telemarketing3 Telemarketing Will… Locate key decision makers within your target market(s) and qualify those companies that are ideal prospects Identify prospect needs Put your team in touch with key decision makers who are interested in engaging in the sales cycle Maintain contact with qualified prospects that are not quite ready to buy

4. Effective Telemarketing4 Scripting – Do’s Start with “hook” Keep intro short Use question(s) to engage prospect as early as possible Keep prospect engaged in interactive discussion – Do not read, use point form where required. Feature, Advantage, Benefit, Benefit, Benefit Call to Action

5. Effective Telemarketing5 Scripting – Dont’s Start with any variation of “How are you today” Give long rambling intro Read a detailed script Talk, talk, talk End without next step

6. Effective Telemarketing6 Scripting - Implementation Test script with agents involved 2-3 hour live tests Constant monitoring at initial phase of campaign Script adjustments Constant feedback

7. Effective Telemarketing7 List Sourcing Who is your target?  Type of Industry  Size (Employees/Revenue)  Geographic Location  Position or Title of Contact Use Reputable List Supplier Make Sure your Parameters are Properly Targeted No Dupes

8. Effective Telemarketing8 Agents - Hiring Phase Preliminary screening of resumes Screening by telephone 1 st Interview 2 nd Interview Knowledge testing Reading Skills Writing Skills Typing Skills

9. Effective Telemarketing9 Agents - Training Extensive classroom training on product, telephone skills and operational software Live one on one training with the “client” Agents can ask the “Stupid Questions” to the “client” Quizzing of the agents by the “client”

10. Effective Telemarketing10 Measuring your Agents Calls handled/results  Are they burning through your lists?  Not doing enough? Monitor/Coach/Fire Compare switch data with software data  Are they coding properly?  Are they cheating Measure unproductive time Review results and data input  Are they coding properly?

11. Effective Telemarketing11 Measuring your Agents

12. Effective Telemarketing12 Measuring your Agents

13. Effective Telemarketing13 Operations - Monitoring Where is the problem? Are they burning through your lists?  Gatekeepers, rapport, presentation, objection handling, closing Are they reading? Do they understand the requirements? Are they coding properly? Professionalism. Proper use of language. Politeness. Too much wrap-up time?

14. Effective Telemarketing14 Operations - Coaching Explain where problem lies and why they’re having it Give them techniques to overcome problem  Overcoming objections Role play techniques Allow agents to listen to more successful agents Positive feedback!!!

15. Effective Telemarketing15 Operations - Execution Positive re-enforcement of the agents on a daily basis Contests, Prizes, Recognition Keep a close eye on results Daily calls to the client to ensure satisfaction Constant coaching and monitoring

16. Effective Telemarketing16 Operations - Post Campaign Post campaign wrap up is crucial A review of the good and the bad and a remedy for next time Give the project manager the opportunity to discuss other possible opportunities

17. Effective Telemarketing17 Reporting - Results

18. Effective Telemarketing18 Supervisors & Managers One Manager per 30-50 Agents Responsible for:  Overall Campaign Success  Liase with “Client”  Supervising Team Leaders One Supervisor (Team Leader) per 12 -18 Agents. Responsible for:  Agent Productivity  Agent quality  Quality of Results  Motivation/Morale

19. Effective Telemarketing19 Technological Requirements Good phone system with link to network Telemarketing application (or CRM w/scripting) that records all agent info on SQL type database Monitoring & recording system Reporting system (& someone to work it)

20. Effective Telemarketing20 In-House vs. Outsourcing Does telemarketing take away from your focus? Will it distract your management from their real priorities? Do you have the proper tools? Do you have enough good management? Will you really save any money?

21. Effective Telemarketing21 CONNECTEL WHO WE ARE Connectel is an “outsourced”, Inside Sales team specializing in connecting companies with their target markets. Our proven process allows companies to spend more time in front of qualified prospects, closing sales, generating revenue faster!

22. Effective Telemarketing22 Lead Generation Sales Market Intelligence Seminar Recruitment CORE COMPETENCIES

23. Effective Telemarketing23 NOTABLE CLIENTS

24. Effective Telemarketing24 Contact Us Tel:(613) 564-6565 Toll Free:(877) 749-6835 Fax:(613) 842-4150 Email:mjohnson@connectel.commjohnson@connectel.com Web:www.connectel.comwww.connectel.com