FIRST CONTACT NOBELBIZ PODCAST-Richard Blank’s CEO of Costa Rica's Call Center B2B Tips and Strategy

Summary: And consistently with the work that I’m doing on the CRM, I could be active listening, I could be also typing. But after about three weeks of paying attention to this XY chart that you’re doing to see if there’s a spike or a dip, it makes habit. Why do I do this? Because sometimes you’re not sure when to ask a tie down question. Some people call it a pin down question, a rebuttal, or confirmation question. The main goal of this Christian, I don’t know this individual with whom i’m speaking. So I’m able to at least adopt, how they might be reacting, and when it would be necessary for me to interject and get some sort of confirmation to move forward. So I believe that for individuals that are just starting out in telemarketing, or even seasoned professionals. I think you could use this from time to time in your performances, that this will at least give you a focused group controlled study 30 seconds to two minute attention span. The theory of ‘No, Know, Now’ Understanding the theory of ‘No, Know, Now’. We have conditioned stimulation: a lot of the times when you walk into a store, someone will ask if you would like something. We’re conditioned to say, ‘No’. So no, to me, represents size, strength, and strategy. So no, turns into now your balance, I know how to talk to you for 10 minutes. And I believe that if you have this sort of structure in the back of your mind while you’re working on your job, you will see the certain telesign that will enable you to prolong conversations to be able to eliminate any sort of rebuttals. The 30s Rule Technique Starting an initial conversation with a customer and breaking the ice can be nerve racking for most of the agents, because first impression counts. And this is where training comes into play; by doing your homework and learning the methodology and structure of a phone call. It will oftentimes make things go smoother and increase chances for success. Those first 30 seconds of a phone call can make or break the introduction and the purpose of the phone call.