Do you Communicate Effectively?

The way you communicate has a big impact on your ability to get on with people and get the things that you want.

by Susie Wilson 

http://www.susiewilsonimagegroup.com/

                                                                              Communication
The way you communicate has a big impact on your ability to get on with people and get the things that you want. Good communication skills can help you to avoid conflict and to solve problems. Open and honest communication is also important for making friends and having healthy relationships.

Communication can be expressed in an aggressive, passive or assertive style.
Aggressive Communicationis expressed in a forceful and hostile manner, and usually involves alienating messages such as you-statements (blaming the other person and accusing them of being wrong or at fault) and labelling.
In addition, the person's tone of voice and facial expressions are unfriendly. The assumption behind aggressive communication is 'Your needs don't matter' (I win/you lose).
Passive Communicationinvolves putting your needs last. You don't express your thoughts or feelings, or ask for what you want. When you use passive communication it feels like others are walking all over you because you don't assert your own needs. So, you bottle things up and might feel resentful. The assumption behind passive communication is 'My needs don't matter' (You win/I lose).
Assertive Communicationinvolves clearly expressing what you think, how you feel and what you want, without demanding that you must have things your way. The basic underlying assumption is 'We both matter - lets try to work this out'.
Assertive communication increases your likelihood of getting what you want, avoiding conflict and maintaining good relationships (I win/you win). When you are assertive you can:Express your own thoughts, feelings and needsMake reasonable requests of other people (While accepting their right to say 'no')Stand up for your own rightsSay 'no' to requests from others at times, without feeling guilty.
Poor communication often creates tension and bad feelings within relationships.

Tom is feeling angry. He is due to go for his driver's licence next week, and for the past month his dad has been promising to take him out driving, but it never seemed to eventuate. Tom feels frustrated because he needs the practice before he goes for the test.
On Thursday Tom came home from school and asked his dad if they could go for a drive. His dad said he couldn't because he had some work to do.
Well, Tom just saw red and exploded: "You don't give a damn about me. You are such a liar! You never do what you say you're going to do..."
In return his dad got all fired up, called him a 'spoilt brat' and said that he can't think about anything but himself.
This situation is a good example of how poor communication can lead to conflict and bad feelings. Let's have a look at some of the errors that led to this angry outburst.
What went wrong? The case of Tom versus his dad
Error 1: Mind-Reading
Tom expected his dad to know what he was thinking and feeling, without clearly telling him. Until the time of the argument his dad had no idea how important it was to Tom to get the extra driving practice. He thought that Tom felt confident about the test and assumed he just wanted to go for a drive for fun, which they could do anytime.
Tom on the other hand, had assumed that his father knew how important it was for him to get some more practice (Even though he never told him) and therefore interpreted his attitude as not caring.
Mind-reading goes on in most relationships and people get upset because of misunderstandings. Often we expect people to know what we think - we believe that they should be able to understand where we are coming from, even though we haven't expressed it clearly. For example, we may expect someone to know they are doing something that annoys us, even though we haven't actually told them.
So, an important aspect of good communication is to tell others what we think and want - don't assume that they already know.
In Tom's case, the situation may have turned out better if he had communicated more clearly in the first place: 'Dad, I've got my driver's licence test on Tuesday and I'm feeling nervous about it. Can we organise to go for a few drives this week? Are you going to have some time to take me? When would it suit you?'
By clearly communicating that going for a drive is very important to him Tom gives his dad a better understanding of where he's coming from. Then, scheduling a specific time strengthens the commitment and makes it easier for both of them to plan ahead.
Error 2: Avoiding Communication
Tom left it until he was very angry before he said anything. Each time his dad cancelled the planned drive Tom said nothing. Over time he stewed about it more and more, and finally he exploded. This type of situation is a bit like a pot boiling on the stove - if you don't let off a bit of steam as you go along, eventually the pressure builds up and it boils over. Whenever we're feeling upset, it is better to talk about it as soon as possible, rather than letting things build up. If we say nothing we don't get what we want and our frustration grows.
Communication problems often arise because we don't say how we feel, what we think or what we want. People often avoid communicating because they are embarrassed or concerned about upsetting the other person. Sometimes we just assume that others should know what we think. The problem is that when you don't say what you need to say, it increases the likelihood of feeling angry, resentful and frustrated.This leads to tension in relationships and, sometimes, to angry outbursts.
Error 3: Labelling
Another problem with the communication between Tom and his dad is that they both used labels to criticise each other (e.g. 'You are a liar', 'You are a spoilt brat'). When we label another person they feel under attack, and usually their first reaction is to attack back (Just like Tom's dad did).
This leads to heated arguments and conflict. Labels are an example of alienating messages (see Error 4, below), because they criticise the person rather than their behaviour. It is OK to criticise someone's behaviour (e.g. 'I think what you did was unfair'), but labelling the whole person (e.g. 'You're pathetic') is unreasonable and creates bad feelings between people.
Error 4: Alienating Messages
When we use criticism, put-downs or aggressive communication nobody wins - everybody feels bad in the end. Alienating messages make the other person feel threatened or under attack, and usually they respond by attacking back. This type of communication very often leads to angry confrontations or 'cold war' (where we stop speaking to the other person, or use minimal communication).
Some examples of alienating messages include:

You-Statements.We blame the other person and accuse them of being wrong or at fault (e.g. 'You don't give a damn about me!).


Sarcasm(e.g. 'Well, we can't all be perfect like you!'; 'You're spending all that time on the internet - you are obviously going to get A's for all your exams and you don't need to study').

Negative Comparisons(e.g. 'Sharon's mum makes an effort - she always looks so young' [i.e. unlike you!]; 'Why can't you get A's on your report, like your sister?')
Threats(e.g. 'If you don't do [what I want] then I'm going to ...e.g. leave home...never talk to you again...be rude to your boyfriend...')
Labelling(see Error 3 above).
The communication problems between Tom and his father are very common ones. Perhaps you can think of some examples in your own experience, where you or someone you know has used unhelpful communication (such as mind-reading, avoidance and alienating messages)? It is always useful to be aware of your communication so that you can avoid making these types of errors.

Communication Strategies
This two-day workshop will help you teach participants how to:
-Identify common communication problems that may be holding them back
-Develop skills in asking questions
-Identify what their non-verbal messages are telling others
-Develop skills in listening actively and empathetically
-Enhance their ability to handle difficult situations
-Deal with situations assertively

Introduction and Course Overview
You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.

The Ten Commandments of Positive Relationships
During this session, participants will explore ten ways to build positive relationships, including using uplifting messages.
Self-Awareness
Knowing your fears can help you address them. Participants will complete a self-confidence assessment and then the group will discuss fears and solutions.


Effective CommunicationBy Susie Wilson  http://www.susiewilsonimagegroup.com

Following are some simple tips that will give you that public speaking edge.

Tips on Public Speaking

http://www.susiewilsonimagegroup.com

Public speaking is a fantastic communication skill. If done correctly it can be an effective way of getting your message out there, so why not become a professional?

Following are some simple tips that will give you that public speaking edge.
Step 1: planning/preparation

Before you begin writing your speech, it is important that you know and understand all the practical details of the public speaking situation that you are about to enter.

Knowledge of the occasion

The content, tone and length of your speech should be shaped according to the nature of the occasion at which you will be speaking. So before you start writing it’s a good idea to think about things like:whether you are speaking at an academic, celebratory or solemn occasion;whether you are the only speaker at the event or whether you are one of several; andat what stage of the proceedings you will be speaking.Knowledge of your audience

Understanding your audience is an essential ingredient to writing a successful speech, as you need to communicate your message to this specific group of people. The type of speech that appeals to and is appropriate for one type of audience may not be the case for another. In light of this, understanding your audience will help you to decide the best way to deliver your message. Before you begin writing, it is a good idea to think about whether your audience is:young or oldHigh or low incomeeducated or uneducatedAustralian or foreign?Practice

Practice, practice, practice! Practice in front of the mirror, practice in front of friends and family, record your speech and play it back to yourself. Knowing your material is essential to public speaking success. Practice runs of your speech will be most beneficial if you make them as realistic as possible. You can do this by;dressing in what you plan to wear on the dayusing the speech aids and visual aids that you intend to use; andsticking to the time limit that you have been given.Arrive early

Arriving early to the occasion is a must for any public speaker. Allowing yourself this extra time, gives you the chance to familiarise yourself with both the audience and venue, and check up on significant details such as:the size and shape of the roomwhether or not there is a podiumwhether there is a microphonethe type of technical assistance that is available to you.By doing this you are not only taking some of the uncertainty out of your public speaking experience, but you are also reducing your chances of running in to any technical difficulties.


Step 2: delivery

As I mentioned before, the ultimate purpose of any speech – is to communicate your message to your audience. There is no use knowing all there is to know about a subject, if you don’t know how to communicate it effectively. As a result the success of your speech very much depends on how well it is delivered.

Language

The language you use should be comfortable for both you and the audience. It’s a good idea to avoid bookish language or technical jargon. Rather use words that are natural to you and phrases that are understood by all.

Get to the point

The expression ‘less is more’ is very relevant to public speaking. It is important not to tell the audience everything you know, rather tell the audience what it is that they need to know. Being able to select the best and most relevant information to include in your speech is an invaluable skill. However be careful—picking and choosing what is to be included in your speech does not mean that your speech should only deliver half the story. A good speech delivers the whole story but in a manner that is quick, clear and understandable.

Add variety

A great way to engage your audience and maintain their attention is by delivering information in a way that they can relate to. When writing your speech try to think of how you can bring your topic back to the everyday. By simply dropping in a few anecdotes and using practical examples to illustrate a point, you will make it easier for your audience to understand complex issues and to actually remember what it is that you have said!

Introducing a bit of humour is a sure way to win over an audience, but if you’re not a funny person you should probably give this a miss. There’s nothing worse than an uncomfortable silence after a punch line!

Tone

When delivering a speech,howyou say something can be just as important aswhatyou say. No matter how interesting your speech may be, speaking in a monotone is a sure way of putting your audience to sleep. In light of this, it is important that you vary the pitch and character of your voice so that it complements and emphasises what it is you are trying to say.

Pace

Sticking to a steady pace can be challenging for some speakers, especially if they are nervous. When delivering your speech, make a conscious effort to speak slowly and clearly.

Volume

Speaking at a good volume is another important factor. Your voice should be loud enough so that it carries to the back wall, but not too loud so you are shouting at the audience!

Body language & gestures

Much of communication comes through body language. How you hold yourself carries a very strong message, so when making a speech, it is important to be aware of it and use it to your advantage.
Posture—if there is a podium, do not use it to lean forward, this can be intimidating to an audience, however it is equally as important not to lean backwards either. It is best to maintain a relaxed but upright posture. Keep your feet firmly grounded with your legs shoulder width apart, this will help you to keep your balance.Make an effort to be aware of what you do with your hands. Hands are prone to fidgeting and have a tendency to take on a life of their own, so it is important that you keep them under control. Exactly where they should be placed is another consideration; for starters do not put your hands in your pockets—you’ll sound like a change machine and look like you have a bad attitude. Don’t place them behind your back either—you will look too formal as well as feeling unnatural. It is best to leave your arms comfortably by your side allowing them the freedom to gesture.Gesturing with your head and arms is part and parcel of communicating. It is the way in which we add life and emphasis to the spoken word, so it is only natural that they play an important role in public speaking. While gestures can be useful to emphasise a particular point, it is important that they be kept natural/spontaneous. Over-exaggerated or forced gestures can work to your disadvantage, for you are in danger of distracting the audience and therefore detracting from what you are saying.Dress—your physical appearance can shape first impressions and so should be an important consideration before making your speech. Be sure that you are wearing something that is comfortable for both you and the audience. It is not a good idea to be standing in front of an audience dressed in a pair of jeans that are painfully small or in a hot pink tank top that is painful to look at. When it comes to clothing, simplicity is the key. Opt for neutral tones and simple cuts. After all, your audience should be focused on what you are saying not on what you are wearing.Eye contact—ask any expert and they’ll guarantee that making and maintaining eye contact with your audience is an essential element of good public speaking. This simple tool works wonders on the audience—by engaging their attention at the start of the speech and securing their interest and respect throughout.Speech aids

A definite “don’t” for public speaking is to read from a script of your entire speech. No matter how well you know it, or how many times you have practiced, when standing in front of an audience the temptation to read it out word for word is very powerful. It is also very likely to result in a loss of eye-contact with your audience and therefore loss of their attention.

If you require a speech aid, the best option is to write a skeleton of your thoughts on 3 x 5 palm cards. These cards should be filled with key points or topic sentences that jog/stimulate your memory and help to guide you through your speech.

Visual aids

A picture speaks a thousand words, so the use of visual aids such as projectors or power point can be a great technique to help you convey your message more powerfully. However a few words of caution:make sure you speak to your audience and not to your slidesdo not swamp your audience with images, remember, the slides are there to support your speech and not the other way aroundbefore you begin, make sure the slides can be seen clearly from every seat in the room.Controlling nerves

So far as fears go, public speaking ranks right up there with the worst of them. Some people go so far as to say they would rather die than give a speech in public. If you are someone that suffers from nerves, focusing on these anxieties is unproductive. For you, the best way forward is to think up strategies to control those nerves, so that they don’t control you. It is important that you find the relaxation technique that works best for you such as positive visualisation or deep breathing.

Some quick tips
Don’t drink too much caffeine before giving your speech—it tends to give people the shakes and nerves will make this worse.Preparation prevents panic—knowing your material well will really boost your confidenceIf you make a mistake don’t worry. The chances are the audience didn’t notice. If it is obvious, don’t apologise, simply make the correction and continue with the rest of your speech.Remember—no matter how large an audience seems—it is made up of individuals

Vamp Global Mission's Action through Education.

http://www.vampglobalmission.org

Vamp Global Mission is Developing a Workforce Skilled for Sustainability: Building Knowledge and Skills for a Sustainable economy.

Background
“The comprehensive management of human resources so as to better meet the demands of a global economy at both the national and local levels, through improving economic competitiveness and social cohesion.”
Workforce development is a comprehensive approach to addressing skills and labour requirements. Effective workforce development approaches have the potential to lead to both economic prosperity and social cohesion.
Workforce development is everyone’s business, not just the business of government.
Workforce development:
• has the potential to improve workplace productivity;
• addresses labour force supply side issues;
• integrates training with workforce planning;
• ensures right interventions and investments happen at the right time, and
• develops a workforce with skills to meet the needs of the economy and career aspirations of individuals; and
• gives ownership of solutions, strategies and plans to learners, employers and the community.

• 
  
• • 

    VAMP GLOBAL MISSION -NGO 

    Sustainable practices in the workplace (and at home) to contribute to a sustainable economy.
    Equipping the Australian labour market with the skills required for a smooth transition to a sustainable economy will require the efforts of all levels of government, the education and training sectors, industry, individual enterprises and individuals.
    Industry is already recognising the importance of strategies to attract, train and retain its workforce. Innovative workforce development strategies need to address the triple bottom line – economic, social and environment – and industry leadership is needed to realise the opportunities that will flow from the introduction of the CPRS and other strategies for transitioning to a sustainable economy.
    All of these efforts will result in the Australian workforce having the knowledge and skills to remain productive during the transition to a sustainable economy.
    2.2.2. Research
    Research on the structural adjustments that are likely to stem from climate change mitigation and adaptation policies is required. This research will need to identify the existing and emerging skills implications of these adjustments. The research results will inform the development of units of competency in training products, and will prepare VET sector providers with knowledge of the emerging skills and training required by industry. The Dusseldorp-CSIRO report, Growing the Green Collar Economy (2008) notes that current information on the skills and workforce capabilities required for a sustainable economy is poor and that gathering data on skill requirements is an urgent priority.
    Some of the key questions to be addressed through the research are:
    • How will jobs be impacted by the implementation of climate change related measures (e.g. job creation/losses and changes) and in which industries/sectors and occupations?
    • Does industry currently have the skills required to meet the demands of the Government’s climate change agenda?
    • What skills gaps currently exist or are anticipated?
    • Does the tertiary education and training sector have the capacity to address these anticipated skills gaps?
    
    VAMP GLOBAL MISSION -NGO 

    Vamp Global Mission's Action through Education
    Actions
    The actions outlined here aim to catalyse demand for the skills required in a sustainable economy and build momentum for their take up – particularly by supporting businesses to make changes in their work practices to develop, utilise and retain a skilled workforce and enhance industry and business’ ability to plan and respond to changes in regulations.
    Action 2.
    Contribute to workforce development through up-skilling and re-skilling in skills for sustainability across all industries.
    Action 2.2
    Undertake, in consultation with industry skills councils, research directed at identifying emerging demand for sustainability-related skills and any barriers to change
    Action 2.2.3.
    Commission, in collaboration with states, territories, industry and other stakeholders, action-research that investigates innovative workforce development solutions to better foster sustainability values and principles within VET sector organisations.
    Action 2.2.3.4
    Establish and promote articulation opportunities between the secondary and tertiary sectors (including Adult Community Education), promoting social inclusion in these sectors to provide opportunities for career advancement in a sustainable economy.
    Action 2.2.3.4.5
    Identify existing programs that can be leveraged to support skills development for a sustainable economy.
    Action 2.2.3.4.5.6
    Identify cross-industry (generic) skills for sustainability to both maximise the portability of individuals’ skills from one sector to another, and eliminate the risk of unit duplication across industries.

HOW TO DEVELOP A Telemarketing Script- By Susie Wilson

HOW TO DEVELOP A Telemarketing Scripthttp://www.vampcreations.com.au

HOW TO DEVELOP A Telemarketing Script

A Telemarketing Script Will Keep You on Track


With telemarketing, you need to get your message across, avoid being distracted by your listener, and keep control of the conversation. Scripting your calls beforehand enables you to accomplish these goals.

Creating Your Script

•       1.            Start by ALWAYS stating who your are, what company you represent, and why you are calling.

•       2.            Then state the benefit(s) your listener will get, and ask permission to talk about your product or services in more detail.

•       3.            Provide more details about your product or services.

•       4.            Keep the presentation short, keep it positive, and conclude with an action item if appropriate.

Types of Scripts

There are four basic types of scripts. The complexity of the sales message determines which type will best fit your needs:

1.    1.      Verbatim Script:  Callers follow the presentation word for word. However, they don’t always use the words in exactly the same way in each call. Allow callers some room for creativity. Verbatim scripts are ideal for consumer calls, survey calls, and simple business-to-business transactions. Using such a script results in lower differences from time to time.

1.    2.      Outline Script: This script combines verbatim dialogue (such as introductory and closing statements) with key questions and their possible responses. These scripts are often used in complex situations where there’s a possibility that a call might branch off in several different directions.

1.    3.      Guided Script:  Also known as dialogue or prompt scripts, this script allows the caller to establish a relationship with the customer. Guided scripts train callers to discuss, rather than to read, by telling them what must be accomplished during each part of the call. The introduction, benefit statements, and closing are often scripted. The main portion of the call presents suggested questions and responses as well as rebuttals for typical objections.

1.    4.      Call-Plan Script:  Used by callers who speak to their customers on an on-going basis, this script usually contains objectives of the call, commitments required of the prospects, key questions to ask, a closing, and the next actions to be taken. This helps a caller control the call, direct its outcome, and  achieve the necessary goals. Telemarketing can be an effective way to introduce new products, conduct market research, obtain appointments to make a presentation, and to sell products. When you plan these types of calls, consider using a written script. Use scripts to:

• Help callers plan and control the progress and contents of their calls

• Guarantee consistency of results and the delivery of a standard message

• Facilitate training and testing

• Encourage focus

Without a script, you risk repetition, omissions, inconsistencies, and poor quality. Whatever script you use, be sure to clearly tell the customer up front who you are, what your product or service will do for them, and why they should buy from you and not your competitors.

Script-Writing Guidelines

• Think visually.

• Encourage dialogue with the customer.

• Listen to your callers’ script suggestions.

• Continue to test and revise your script.

• Answer the first question in your customer’s mind, “What’s in it for me?”

• Use short sentences.

• Build empathy. (Ask with sincerity, “How are you doing?”)

• At the end of a call, always confirm the order, or repeat the customer commitment.

• Show concern for the customer first, then position the sale.

• Provide pauses in the script.

• Use motivating language.

• Script all warranties, payments, guarantees, liability, and regulatory information.

• Use the four Cs: clear, concise, conversational, convincing.

• Verify the customer’s name and address twice (at the beginning and end of the conversation).

Following Your Script

1.    1.            Your script is a guide, not an actual speech. It should contain all your relevant talking points in an order that will bring you and your listener to a positive conclusion or action.

2.    2.            When making your presentation, don't follow your script so closely that you sound stilted or, dare we say it, scripted. Be flexible enough with your presentation to sound natural and attentive to your listener.

Handling Objections

1.    1.            A script helps you stay focused when objections arise, and provides you a logical point to re-enter your presentation.

2.    2.            When an objection arises, don't repeat the objection. (Remember, your goal is to keep the conversation positive.) Take a moment to answer the objection, then find an appropriate place in your script to resume.

3.    3.            Make sure you end with a positive statement, and if appropriate, an action item for your listener (or for you!) to follow.

4.            Also, don't forget to thank your listener. 

Telemarketing Tips Author: Susie Wilson

Telemarketing Tips

By Susie WilsonTelemarketing Tips




Nothing is more direct than a phone call. The problem is, no marketing means is more demanding for your employees (or yourself). Bottom line? Not everybody can be good at telemarketing. Effective telemarketing campaigns are targeted to customers and prospects who are most likely to respond. They broaden the names of your products, services, or company to the prospects you want to reach. The campaigns are also designed to trigger a favourable response. The question is, when putting together a telemarketing campaign, what type of program works best for you?

There are generally two types of telemarketing programs:

•       θ   One that generates a sale or close

•       θ   One that generates a request for more information.

Which one works for your company, of course, depends upon what type of product or service you are selling. It may be possible to sell your products or services right over the phone. Or it could require an additional appointment for a demonstration with a salesperson.

The type of product or service, its complexity, and whether it is hard to sell or not, will also determine the type of telemarketing program you should develop. So when planning your campaign, keep in mind all these factors.

Generally, if the product or service is relatively inexpensive and can be demonstrated easily, use the telemarketing campaign as a way of "selling" appointments or even, conclude the sale right over the phone!

If the product or service is expensive, the people involved in its purchase generally require more information before they purchase it or even consent to a demonstration. In these cases, you may want to design a campaign that triggers a request for more information.

You must also keep in mind that the more expensive the item you are selling, the higher up on the chain of command the decision-maker will be. That person could be the president of the company, the vice president, or the chief financial officer, etc. A telemarketing program designed to connect with these influencers could start with calls to determine who the proper decision-maker would be, and if they were willing to receive more information on the product or service you are providing.

Then there is the simple telemarketing campaign ostensibly presented just as a method to update your prospect database. By just calling to verify addresses, you remind your customers of the firm, and they took it upon themselves to call in orders. No hard sell involved.

This simple little campaign provide an additional bonus, too. By updating and paring down the prospect database, you are able to save hundreds of dollars in postage and production for your next direct mail or email campaign.

Always leave a message!


You are calling a prospect again to remind him or her of your services. You ended into a voice mail again, just like you were the last time you called. And the time before that. And the time before that. What should you do?

Leave another message? Hang up and try again next week with the hopes of finally getting through to a real person?

Leave a message. Pleasant persistence always wins. Leave a message on voice mail just often enough to remind your prospect of your services or product. But don’t call so often that you actually are making a nuisance of yourself.

Why Should You Leave A Message?


For one thing, you are gaining recognition for your product or services. You may not get through to your prospect this time or next, but the information you leave will.

For another, you are building rapport with your prospect even if you are not making direct contact. Your continued calling will convince your prospect that your are consistent, and persistent.

Finally, you are being informative. One of your products or services might be a sales item. You need to let your prospect know this so he or she has an opportunity to take advantage of the discount.

Keep your Messages short


Otherwise, you may very well be perceived as being the intolerable nuisance you think you are becoming. Instead, keep your message short.

Tell most of the important information first. Mentioning the benefits your services or product will provide first and then how to contact you.

At the end of the message, leave your phone number and/or website address. Repeat Susie Wilson, Vamp Global Mission Limited, and phone number one more time out of courtesy to the prospect so he or she doesn’t have to repeat the message… In case your prospect finally decides to pick up the phone and return your call. And they will!

what size of database do I need?


Normally, an agent can make 15-20 attempted call in an hour and you want to plan to make phone calls for at least 3 hours but no more than 5 hours a day. So for each day, plan to have 60 to 100 contacts to call.

What is telemarketing success?


Usually, telemarketing has about a 5-10% success ratio. To track your success keep record of your phone calls . How many calls were made. How many no's. How many yes's and how many call backs. From this information, you will be able to draw your own conclusions about what approach is the most profitable for you.

Make "No" a Positive Experience


It is difficult to accent the positive when you are telemarketing your own services/products. Telemarketing can be a frustrating task. Statistically, a 10% response rate is an outstanding result – even when it is being performed by professional telemarketers. So you must prepare yourself to hear "No thank you" a lot. Here's how:

1.     1.      Don't Overwork Yourself


First, and most important, don’t get on the phone more than five hours a day. Any longer than that will make the experience frustrating (even if you incorporate the following proven tips).

1.     2.      Give Yourself A Break, Or Two, Or Three

1.     1.            Take a 10 minute break after the first hour of calls.

2.     2.            Take another 10 minute break after the next hour and a half. And so on.

Structuring breaks into your phone schedule gives you a much better edge psychologically. Not only can your mind, to say nothing of your voice, use the rest, you will find yourself compartmentalizing your work schedule into three or four goal-oriented phone sessions a day, rather than view it as one, long, exhausting day on the phone. (See the difference?) Also, if you're behind schedule or want to get home early, don't try to tough it out and skip a break or two. You'll be much more effective on the phone if you allow yourself time to rest on a regular basis.

1.     3.      Each 'No' Is Another Step Closer to 'Yes'


We're not talking about turning each 'No' into a 'Yes.' We're just putting the negative response in proper perspective. Always remember that it’s a numbers game!

Like we said before, telemarketing yields a 5% to 10% positive response rate. Two wrongs don't make a right, but nine 'no's do statistically yield a 'yes.' Every 'No thank you' you hear is an expected response that you can mark down as part of an ongoing process. If you dial the phone knowing that, on average, every tenth person you talk with will respond positively. You then eliminate the frustration and have a goal to work towards.

It will also make you a more confident and effective telemarketer. How? Simple. When you do talk with the one-in-ten respondent who replies with a, "Sure, I'll be glad to schedule a meeting with you (or buy your product)," you won't be or sound surprised. Just professional.  And when you're on the phone conducting business, you definitely want to sound confident and professional.