MarketingProfs' Members Register for B2B Forum 2010 for just $695! (good until 11/30) »

Ask your question ... sign up today! It's FREE!
Advertising/PR     
 
This question has been closed, and points have been awarded.
Have You Ever Received A "pleasant And Courteous" Business To Business Telemarketing Call ?
Posted By: telemoxie on 7/16/2004 8:50 AM (CST) 1000 Points
We have all been bothered by entry level folk with scripts - but with all the calls you have received, have you ever received a business to business introductory phone call which stood out as pleasant, courteous, appropriate, or well done? Thinking about the entire process (the introduction, the material sent, the followup) - what was it about the manner, approach, or technique which you liked?

Posted by: kwinters* Accepted Answer
7/16/2004 8:59 AM (CST)
I got a call one time about an existing sign board that we have that is being discontinued....

It is the only time that I have ever listened to what they had to say....

He started the call about by asking about me, how I was, maybe it was his manner, he just sounded like someone that was ok to talk to, so I let him explain the situation....

hope this helps......
 
Posted by: NuCoPro Accepted Answer
7/16/2004 9:15 AM (CST)
Gee, Telemoxie, I know this is your business, but I have to say that 95% of all these calls are a BIG pain. Plus, they seem to have some sort of ESP that directs them to call when I'm in the middle of something important.

Now, I will step off my soapbox. Notice I did leave a 5% margin. That's because there have been occassional calls, out of the blue, that have introduced me to a person or product of value. The caller on these has always handled these interactions as a conversation, sort of like we are two business people who happen to be thrown together on an airport shuttle bus.

Typically there is a BRIEF introduction, "I'm ___ with ____" then it moves to "small talk" to establish rapport. After that they casually slide into why they are calling and ALLOW ME TO ASK QUESTIONS! Almost all telemarketers are trained to DRIVE information into people, when its about a million times more effective to get them to ask questions that invite the marketer to provide information.

Hope this helps.
 
Posted by: Pepper Blue Accepted Answer
7/16/2004 10:54 AM (CST)
Hi Telemoxie,

Absolutely yes, and it was when they began the introduction with "Your colleague Mr. John Smith suggested I call you, he is familar with me and our company and thought that maybe we can help solve your problems like we solved his."

Then they begin a nice conversation asking me questions and LISTENING to my answers and questions.

But, the key to getting my attention is that somebody I know suggested they call.

I hope that helps.
 
Posted by: kwinters* Accepted Answer
7/16/2004 10:59 AM (CST)
Looks like a them of the "introduction" being the make or break part of a call is beginning to take form.....
 
Posted by: Jett* Accepted Answer
7/16/2004 11:20 AM (CST)
I received a call from a competing labortory in effort to have me send our samples to them instead of our current.

She was very unobtrusive, down to Earth, repectful of my time, tokk "no" for an answer, and did not try to pressure.

She gently counterd with an offer to take me to lunch and a promise to meet and beat all curent pricing NAD provide free equipment. I said sure, and we ended up switching.

Had she been cheesy, flirty, pushy, etc, she would have lost me.
 
Posted by: Peter (henna gaijin) Accepted Answer
7/16/2004 11:50 AM (CST)
On the whole, the telemarketing calls I receive for my business are much nicer than those I receive which are aimed at me as a person/consumer. The ones aimed at me as a person come at inconvenient times (dinner) and generally are a much harder sell.
 
Posted by: km2000* Accepted Answer
7/16/2004 12:06 PM (CST)
Nope, unfortunately...

While I don't get a ton of calls (that's the albatross around the neck my boss) --Hey, that rhymed!-- :)

Those that I do get generally begin as follows:
I answer the phone to hear lots of background noise (or worse, that dead air just before the computer dialer kicks you to the human) and then a voice, usually with a very heavy accent, proceeds to try to pronouce my last name (it is a short name and actually not a difficult pronounciation, but the spelling leads some to get confused). I generally try to correct the mispronunciation by stating "Yes, I'm -------" (with correct pronunciation). Most of the time, after they've heard the word "Yes" they begin their pitch, talking over the rest of my sentence.

I can't tell you what happens after that. I figure if they can't do their homework enough to know how to pronounce my name or at least wait until I confirm who I am, they aren't going to be able to do their homework well enough to offer me anything that is well-thought through or of great value, and I politely end the call.

Narrow-minded of me? Perhaps. But I would rather pay someone who is local a little more for a service or product when it means they care about enough me and my business to know (or learn) the correct way to pronounce a name or which of our services recently added a new feature, etc.
 
Posted by: telemoxie Author Response
7/16/2004 12:17 PM (CST)
kwinters: I agree, it's nice when folks let you talk, rather than having to listen to them talk...

Vevolution: I've never been big on the "small talk" - but I certainly do like to let folks ask questions. Everyone else calls with a script - sometimes it's nice to have a conversation.

Pepper Blue: I agree, these sorts of referrals seem to work well both from inside and outside their company. How do you get folks to give you these names?

Jett: time is more and more critical today. I try to begin each call asking if people have time - sometimes they are in a meeting, sometimes they are heading out the door, sometimes they are processing payroll - I'd rather call back at a convenient time... and I think the "offer" is key, the person you referenced had an "offer" (lunch) which was easy to accept.

Peter: regarding calls at home, you use the word, "Aimed at" - I'm not sure I want to be "aimed at" - I'd prefer someone talk with me or try to help me rather than shoot at me... but I agree with you that calls at home are generally more pushy and aggressive (and I refuse to make those calls, by the way).

Everyone: more feedback, please. Thanks -
 
Posted by: telemoxie Author Response
7/16/2004 12:23 PM (CST)
km2000 - I agree, they say the most pleasant thing anyone hears is their own name - and so it makes sense to get it right. Also, if you have to go thru a receptionist, they are more likely to put you through if you pronounce the name correctly. I'd love to find a standard or a phonetic alphabet using regular characters - (e.g. AW as in coffee, etc) to make it easy to record the pronunciation.
 
Posted by: Deremiah *CPE Accepted Answer
7/16/2004 12:39 PM (CST)
Telemoxie,

I have received one call from a tele marketer that really stands out. He just so happened to call me one day when I was out of the office on a sales call. His voice mail message was so positive and upbeat concerning the opportunities he felt he could bring me based on what his company had done for others that I was moved to call him back. Three things moved me about this call.

1.) He got my name right which very rarely happens. Most people even when they see the name Deremiah type written just figure someone must have made a mistake and mean't Jeremiah.

2.) He left a short but concise voice mail telling me a little about what his company had done for others in my industry and why he felt that would be helpful toward my career development. (In other words he sold me on whats in it for me)

3.) He added that even if I was not interested right now in his offer he would be more than happy to talk with me at a later date when I was ready to move forward. (no pressure reply from me made me feel he was not over powering and that I was still calling the shots)

What happened? I called him back of course!

Is there anything else I can do for you Telemoxie before I go to Disney World tomorrow? I would love to help you.

Your Servant, Deremiah, *CPE
 
Posted by: Peter (henna gaijin) Accepted Answer
7/16/2004 12:51 PM (CST)
I used "aimed at" to differentiate between calls made to my business and calls made to me as a consumer. I work from home, so get them both in the same place.

So I guess they are not aimed at me, but are people trying to talk to me (or maybe more appropriately, people trying to sell me something). And I notice a difference in how hard a sell is used depending on whether they are after me the business or me the consumer.
 
Posted by: SteveByrneBranding Accepted Answer
7/16/2004 1:53 PM (CST)
Hi telemoxie,

I have my fair share of telemarketing experience targeting business executives, so I pay attention to the telemarketing calls I receive at the office. Usually they are not very good. They don’t know enough about me, the firm and our situation. Occasionally, a telemarketer’s call will stand out in some way.

I recall one where the telemarketer not only used a business colleague reference but also referenced an event I had attended. He went on to let me know exactly why he was calling and why I should consider his proposal of a meeting. I didn’t set the meeting, but only because his offer didn’t match my need at that time.

I think with telemarketing the standard should be “FIRST DO NO HARM” meaning don’t negatively brand your company through telemarketing. Smart informed messaging with terrific personal tone goes a long way to avoid negative vibes.

Hope this helps,

- Steve
 
Posted by: km2000* Accepted Answer
7/16/2004 3:09 PM (CST)
telemoxie,

The phonetic alphabet isn't too far removed from the 'normal' English alphabet, but it does take some getting used to. (I took a speech, articulation & resonance course back in college and the phonetic alphabet was the only thing we used for reading & speaking the entire semester.)

I could see if I could dig up some my old info on it if you don't already have it.

Drop me an email if you'd like.

k.
 
Posted by: amandavega Accepted Answer
7/16/2004 3:29 PM (CST)
I would say that I am more liberal with taking calls since I feel there's some karmatic-nature to it all - meaning, one day, I'll need to make some marketing research calls on behalf of my clients and so I should help when I can.

I know that I DESPISE - to the point of sending VERY pointed letters to the company's CEO regarding EXACTLY why they will not get my business, and that I blame the UPPER management for the issues they are having...that is when people call me who have no idea who we are - they ask, "what do you guys do," or even worse, "who are some of your clients?" That is unacceptable, and I can tell you, (and this is the NYer coming out in me) that that type of interaction with a company would make me stay away from them forever, even if their product was better.

I LIKE when people have done their homework, period. Take the time to research my site, and what I do. Take the time to get my name right, and even better, learn a little about who I am and what I do. See if you know anyone in my existing network, and as stated in a previous response, use that person's name to get a warmer response.

Homework people!
 
Posted by: cal* Accepted Answer
7/16/2004 6:45 PM (CST)
Telemoxie,

The "pleasant" part isn't necessary with me - it's usually a bit of an irritant, as I'm often busy when they call and it takes up time unnecessarily. Even if I'm not busy, it's usually a bit of an irritant. I want them to get to the point asap. But I'm a strong INTJ personality. We're usually like that. :)

"Well done" is nice, but not necessary. Unless bigger ticket items are involved. Then I want to feel I'm dealing with someone professional, who can back up their product/service well.

"Courteous" and "appropriate" are key deal makers or breakers with me.

Is there a good 'speedread people over the phone' info source available somewhere? I could use it. Eg. Something like this: http://www.reversephonedirectory.com/products/?item_id=0316845183&search_ty...
 
Posted by: DavidatHaley Accepted Answer
7/16/2004 11:46 PM (CST)
Hi Telemoxie,

I think the calls that I "like" best have a few consistent elements. The caller:

1. Is courteous.
2. Respects my time.
3. Is honest about the reason for calling.
4. Speaks slowly.
5. Avoids "I want to sell you something" language.
6. Is following up on something he already sent.
7. Gets my name right.
8. Doesn't make assumptions about my needs.
9. Doesn't sound like he's from NYC (sorry New Yorker's but NYC telemarketers always sound like pushy stockbrokers when they call).

Hope this helps.

David

PS: I want to speak with you about doing some work for our firm. Please contact me when you get a chance (sure, I'll take the call!).
 
Posted by: Mirna* Accepted Answer
7/17/2004 4:03 AM (CST)
Hi Telemoxie,

Even though i am not from the states, but we are recently getting those telemarketing calls and in huge numbers.

the key for success is NEVER the script, it is the callers themselves. have you ever had a conversation with someone and wished it never ended because he/she were so pleasant over the phone? well these are the people that you should recruit and work out a script for and with the collaboration of each one of them so that the script matches their personality.
another golden rule is to keep the introduction SHORT and right to the point.

i would finally suggest that male operators speek with female ones and the other way around.

Hope i was of some help
Mirna K
 
Posted by: Jim Deveau/Catalyst* Accepted Answer
7/17/2004 8:06 AM (CST)
HI:

At this point, I am sure I am only adding datapoints. The very few calls I have ever appreciated had 3 things in common:

1. The caller had good information, and used it politely. He/she knew how to pronounce my last name, knew my company and my title, and had clearly researched publicly available information. As jett indicated - the caller had time sensitivity and would ask for a more appropriate time to sepak.

2. The caller had a good sense on how his/her service could be applied to the situations I was facing in MY position in MY company and MY industry (this is a big sweet spot). Once again, the caller did his/her homework and had a good general sense of the types of business issues I was facing.

3. The caller used a "consultative" versus "selling" approach. As this thread has identified - the critical point for me is how hard a person listens versus sells. I immediately turn off to a scripted sales pitch (and I do mean turn off - a curt no-thank you and a hang-up), and I dismiss anyone who launches into a selling barrage. I only respond when the caller structures the call to inquire, probe, assess, and present potential solutions.

I hope this helps.
 
Posted by: SRyan ;] Accepted Answer
7/17/2004 8:18 AM (CST)
Dave, I've got two examples of telemarketing "success" for you.

First, there is a young man who called my office and left me a voice mail three times, at about 2-week intervals. I know he had some kind of script as a foundation to work from, but he managed to sound relaxed, natural, casual, genuine, etc. The message, in essence, was, "Hi, Shelley. I'm Joe with Acme Products. I think I can help BirdNest save some money if you're planning to spend money on PCs, servers or other network products. Give me a call so I can tell you what equipment we provide." Normally I ignore unsolicited vendor calls, but I did call Joe back to tell him we might be ready for him in six months. He thanked me and said he would follow up with me then. Even though he called more than once, he was able to convey a low-pressure marketeer approach.

Second example is from our OWN attempt to telemarket.

Almost a year ago, we needed to recruit beta testers for BirdNest v1.0. With absolute sincerity, our team was able to call 300 people and say, "Hello, George? I'm Jason and I'm with BirdNest Software. We've looked through about 90,000 EPA records for companies filing compliance reports, which is how we found you..."

That intro worked well for us. About 35% of the people we talked to agreed to test our product!

Sorry I don't have time to offer you more detail...

Shelley
 
Posted by: telemoxie Author Response
7/20/2004 10:04 PM (CST)
Thanks everyone for your excellent feedback
 


Get more answers ... ReTweet this!

Would you like to post a response?
Welcome to Know-How Exchange!
This is a collaborative community. We welcome everyone's participation.
All you need to do is login. Enter your account info in the box above (top right).
Not a member? Not a problem. Register here (it's FREE and EASY).




Know-How Exchange powered by MarketingProfs


Sponsored Links

Buy a Link Now

Just Released ... Download Today!
Just Released ... Download Today!
Look inside
Included with Premium Membership
User Name:
Password:
Remember Me
Forgot your password?

Top 25 KHE Experts
(Advertising/PR)
Jay Hamilton-Roth (43473)
W.M.M.A. (31505)
mgoodman (25971)
CarolBlaha (19996)
michael (17966)
thinkmor (11658)
PhilGrisolia=Results (11575)
darcy.moen (10787)
stevea (10362)
NuCoPro (9474)
Peter (henna gaijin) (9467)
telemoxie (8723)
mbarber (8199)
Mushfique Manzoor (7932)
Puru Gupta (6790)
SteveByrneBranding (6482)
Gary Bloomer (6295)
SRyan ;] (5966)
shghosh (5797)
Deremiah *CPE (5479)
Pepper Blue (5368)
ASVP/ChrisB (5176)
Tracey (5120)
Mikee (4878)
amandavega (4775)
Recently Posted Marketing Jobs
Director of Marketing and Communications
Demand Generation Manager
Marketing/Advertising Faculty
Director of Marketing
Market Analyst
Sr. Field Marketing Manager - Business Intell.
Associate Vice President of Marketing and Corporat
Marketing Manager
[more jobs]

Join over 355,000 members ... SIGN UP!

My email address is and I'd like my password to be .

Already a member? Sign In!

My email address is , and my password is .


HACKER SAFE certified sites prevent over 99.9% of hacker crime.