When we want to make phone contact with potential clients we have not yet met, it is important to know
how to properly establish chemistry and trust with them.
Typically, chemistry is created when, after my self-introduction, my role, and the reason I am calling,
I show interest in the occupation/activities of the person I am calling.
Before making the call, it is advisable to do some homework: check who I am going to call, what the reason is that I am going
to call that person specifically, what makes them unique. It is advisable to go online and check current information about them, such as: do they
have a website?
(If they do and the site looks professional and serious, it would be appropriate to mention your impression during the telemarketing call),
has any article been written about them, etc. Any information you obtain about the client before making contact will contribute
greatly to advancing the telemarketing conversation and achieving the goal you set for yourself.
Questions that create closeness between the speakers can be:
How many years has your business been operating? Is it a family business? Who are your clients typically? What innovation exists
today in your field? etc. In addition, questions related to the reason I called can arise, for example:
If I am an insurance agent, I can ask: When was the last time you sat down with an insurance agent?
Are you up to date on the recent changes in the insurance field, etc.?
Keep in mind that the client will generally be happy to talk about their business—after all, who would not be happy to talk about their accomplishments
and expertise in their professional field? Everyone will be eager to do so, and so will the potential client you are calling
during a telemarketing conversation, naturally after they know who they are speaking with and what you want.
Sometimes, after a short time, you will feel that you and the client you reached through the telemarketing call are connecting more and more,
and increasing openness is emerging. Excellent! That was the goal.
Now the client is beginning to place more trust in you.
The more you let them talk and tell you about themselves, the more comfortable they will feel with you, with the content of the conversation,
and they will not even remember that you reached them through a telemarketing call.
Important fact: Often, wonderful chemistry is created with a potential client we reached through telemarketing
activity; however, be careful that the client does not waste your time. It is possible that you called them exactly
when they were bored, and then they may waste your time without any real intention of doing business with you.
Pay close attention if you feel (use your intuition!) that the potential client will not respond
to your requests and will not move forward with you—it would be appropriate to ask them in a pleasant but direct manner whether they intend
to move forward with you on the matter for which you called.
A clear question brings a clear answer. Sometimes this is very appropriate and saves a great deal of time and money!
Building Trust in a Telemarketing Call
Trust is created when there is alignment between what you said or promised to the client and the fulfillment of that promise.
For example: If you told the client that tomorrow at 10:00 AM you would have a conversation on a certain topic and you did not call
at the designated time—trust begins to break down. Therefore, it is highly advisable not to promise things you do not intend to fulfill, or
if you promised, as they say, “gave your word,” to honor it in any case! Pay attention—the potential client
is testing you on these details, and the decision whether to do business with you often depends on this!
