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Does Call Reluctance® Affect Inbound Telemarketers?
by Frank Lee

In a word - YES!

A recent study was conducted with a national insurance company that advertises heavily to promote inbound inquiries. Their telemarketers were expected to convert these inquiries into sales. The client company agreed to allow our researchers to monitor incoming calls over a period of time. The following was found:
  • Telemarketers with Call Reluctance® performed well below their Non-Call Reluctant counterparts
  • Different types of Call Reluctance® had different impacts on sales ability. Overall, telemarketers with high doses of Hyper-Pro™ Call Reluctance® sold $330,000 per annum less in premiums than those who did not have this problem.

This is how the different types of Call Reluctance®
showed in the telephone conversations:

Doomsayer™

  • Sounds robot-like or impersonal
  • Follows set script rigidly
  • Hesitant to offer recommendations
  • Overly alert to low-probability problems
  • Highly self-controlled
Over-Preparer™
  • Tries to cover all bases with prospect
  • Gives too much information
  • Confuses prospects with 'encyclopedia' of all possible ramifications
  • Presumes "more information" closes the sale
  • Has difficulty saying, "I'm not sure."
  • Reflects too long before answering question
Stage Fright™
  • Has "blocks" (can't think of anything to say) when speaking to more than one prospect at a time
  • Fear reactions (sounds nervous) when thinks may be monitored or listened to by others
Hyper-Pro™
  • May sound "snobbish"
  • Shows and demonstrates he/she is the 'expert' and not the prospect
  • Listens poorly
  • Answers questions that are not being asked
  • May sound argumentative
  • May sound defensive or sarcastic when questioned by prospect
  • Uses "highly professional" jargon or vocabulary
  • Talks more than prospect
  • Doesn't ask questions, always "tells"
Yielder™
  • Not assertive in making recommendations or asking for the order
  • No response to "let me think it over"
  • Engages in excessive amounts of visiting and "chit-chat"
  • Goes off on irrelevant, "rapport-building" and time-consuming tangents
  • Appears excessively friendly or "folksy" so as not to sound pushy or close-oriented
Role Rejection™
  • Takes pains to imply to prospect that he/she is not trying to sell something
  • Overly fragile, or may take too personally, prospect's negative reactions
  • Tries to sound overly positive
Social Self-Consciousness™
  • Sounds nervous when talking to "up-scale" prospect
  • Sounds over-ingratiating when talking to "up-scale" prospect
  • May sound impatient or intimidating to those perceived as "lower" in status
Referral Aversion™
  • Reluctant to ask prospect for referrals
  • Reluctant to ask current or past customers for referrals
  • Naively assumes satisfied customers will automatically refer business
Telephobia™
  • Hesitates/avoids making outbound calls
  • Inadequate phone follow-up
  • Takes frequent breaks from in-coming telephone sales calls
  • Distress reactions when telephone sales activity monitored by supervisor
  • During contact with prospect, covers distress via joke telling, nervous laughter or non-sales related conversations
Oppositional Reflex™
  • May sound annoyed or angry
  • Says "no" more often than "yes"
  • Argumentative or over-controlled when prospect complains or expresses objection

The Call Reluctrance® "IMPOSTERS" Also Take a Toll!

Low Goals
  • Talks with prospect without a clear focus of what he/she wants to accomplish
  • Initial enthusiasm soon loses steam
  • Prone to job stress, disenchantment
Low Motivation
  • Low energy, tires easily
  • Shows little urgency to get things done
  • Lacks enthusiasm in voice; may sound like a mildly-interested "order taker"
  • Works hard in short bursts, with a lot of low energy periods in between
Goal Diffusion
  • Appears scattered; going in too many directions at once
  • Conversation with prospect takes many detours and tangents
  • Easily distracted, may not pay good attention to what prospect is saying
  • Confuses prospect by bringing up new topics without finishing up earlier ones
  • Interrupts prospect frequently
  • May not follow up or follow through with contacts or projects
How much is Call Reluctance® costing your telemarketing company?

Call Sales Academy and Find Out!

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