Home » Archive by category 'Sales Management' (Page 3)

Sales

Up your sales quote and performance with these sales best practices and management advice. Train better salespeople, track metrics, convert more leads.
Photo of BYOD bring your own device
3rd August 2020 blog, Sales Management

BYOD: What is Bring Your Own Device?

Successful Sales Rep
24th June 2020 blog, Sales Management

Top 11 Qualities of a Successful Sales Rep

cold calling tips
18th June 2020 blog, Sales Management

7 Cold Calling Tips to Close More Sales

Advanced Call Center Technologies for Sales and Support
5th December 2019 blog, Call Center, Sales Management

Advanced Call Center Technologies for Sales and Support

Best Sales Strategy for International finance Bank
5th August 2019 blog, Sales Management

Best Sales Strategy for an International Finance Bank

Managing and Motivating a Powerful Sale Team-feature.jpg
26th July 2019 blog, Sales Management

Managing and Motivating a Powerful Sales Team

Cold calling is tough - tips
2nd July 2019 blog, Sales Management

Cold Calling is Tough – Here’s some tips that can help!

Sounding Professional When Customers Call
15th May 2019 blog, Sales Management

Sounding Professional When Customers Call Your Business

10 Things You Should Never Say During a Customer Service Call
15th May 2019 blog, Sales Management

10 Things You Should Never Say During a Customer Service Call

BYOD: What is Bring Your Own Device?

3rd August 2020 blog, Sales Management

Interested in creating a more productive and employee-friendly office environment? You may want to consider adopting a Bring Your Own Device (BYOD) policy. Here we will explain what a BYOD policy is and how to create one.

Bring Your Own Device (BYOD): Definition

BYOD or Bring Your Own Device is an IT policy that encourages employees to use their own devices such as laptops and smartphones for work. Other terms for such a policy include Bring Your Own Technology (BYOT), Bring Your Own Phone (BYOP), or Bring Your Own PC (BYOPC). With this policy, employees can use their personal devices to access office-related items such as email, documents, etc.

A BYOD policy generally entails access to the following 4 options:

  • Personal devices
  • Personal devices, apps, and data, but with IT control
  • Non-sensitive information and data
  • Personal devices with limited or no ability for local storage of data

A Bring Your Own Device policy should be implemented carefully while understanding the risks involved.

Why is a Bring Your Own Device Policy Important?

The Covid-19 pandemic led to a rise in remote working. And because of this, it is becoming increasingly important for businesses to consider BYOD as a work practice. The main reasons to adopt such a policy include:

  • Cost-savings for the business
  • Increasing employee productivity and efficiency
  • Growing remote working trends

Forbes put together some important BYOD-related stats:

  • About 61% of Gen Y and 50% of workers over 30 years of age find that their personal tech tools can help increase work-life productivity.
  • Approximately 60% of workers use their smartphones or tablets for work-related tasks.
  • BYOD-friendly businesses save about $350 per year, per employee annually.

Keeping these statistics in mind, one can see the appeal for a comfortable working environment where employees can use tools and apps they are familiar with. Additionally, businesses adopting a BYOD policy can reduce costs while still ensuring employees continue to do quality work.

How to Build an Effective BYOD Policy

An effective BYOD policy looks at and includes a few different and necessary factors and elements. When building your BYOD policy, consider these useful tips outlined by IBM:

  1. Keep enrollment simple and secure.
  2. Offer self-service options such as PINs, passwords, etc.
  3. Help them keep personal information private by explaining privacy policies and providing functions to protect their information.
  4. Use a Mobile Device Management (MDM) solution to keep personal and professional data separate.
  5. Define parameters for technology use and consider important factors such as — what devices will be accepted and supported? Who will be responsible for the payment? What will be included in the privacy policy?
  6. To maintain professionalism and productivity, monitor devices that are non-compliant.
  7. Invest in technology that will make communication easy such as a cloud phone system, management, and storage systems.

Related: 8 Key Points That Any Bring Your Own Device Policy Must Have

BYOD and VoIP: Benefits

Remote working is gaining popularity due to the coronavirus forcing millions to work from home. But what does that mean for businesses that need to maintain business-related communications such as collaborating between teams, generating new leads and sales, and more? The answer is simple: a BYOD with VoIP policy. So, how does BYOD work with VoIP? It lets your employees connect from any device and any location. This allows them to use their own devices for work-related processes such as:

  • Checking email
  • Communicating with teammates
  • Communicating with business contacts, clients, customers, vendors, and leads
  • Accessing work-related documents

But how does BYOD work with a VoIP phone system? A voice over IP business phone system lets users connect through any device from any location. This location could be the main office, home offices, remote locations, and so on. And so, a BYOD VoIP policy lets users connect from their devices irrespective of their location. This way, remote workers or traveling agents can still complete their work and stay connected with the rest of their team.

Here are the top 5 benefits of having a BYOD VoIP policy:

1. Stay Connected Always

Remote working trends are on the rise as many employers and employees are realizing the benefits of working from home during the pandemic. The Covid-19 pandemic demonstrated that working from home or remotely is not a far-fetched possibility. However, not all businesses were able to easily switch to remote working.

With a BYOD VoIP policy, you can easily transition to work from home or other remote locations. No time or money is wasted. Employees simply use their own devices to log into the business’ VoIP system and continue to work as usual.

2. Save Communication-Related Costs

VoIP services are growing popular with businesses that spend a lot of time and money on inbound and outbound calling. With a Bring Your Own Device and VoIP phone system set-up, you will reduce your monthly phone bill while still offering services professionally. This way, you will be able to save on phone costs.

In addition, employees will be able to make outgoing calls while masking their caller ID and showing your business phone number instead. This helps employees safeguard personal information while unifying your outbound calling efforts through a business phone number.

3. No Need for Additional Equipment

Furthermore, to use BYOD VoIP, you do not need any additional equipment. Users can access their VoIP services with their own devices without worrying about installing or maintaining new hardware. Most providers will offer you a VoIP service that is compatible with the most commonly-used SIP-ready devices. This lets you save on hardware and IT costs.

Related: The Ultimate List of BYOD Policy Pros and Cons

4. Increase Employee Satisfaction and Productivity

Since employees get to use their own devices and applications, they are more likely to use those that improve their productivity. BYOD gives them the opportunity to use tools, apps, and services that keep them organized and thereby increase efficiency.

5. Hire Internationally

Finally, you can expand your reach and hire remote workers in different locations. Yes, even in different countries. This lets you provide customer support in local time zones and languages, helping your business gain more international recognition.

So, is BYOD for VoIP Right for You?

Remote and virtual office set-ups are becoming more and more common. Employees appreciate the option to work from home and not having that option can deter some away from your business. Here’s an opportunity to maintain communication over different devices. With the ease and convenience of work from home, it is a smart decision to prepare for circumstances where your employees may need to work remotely. Therefore, considering BYOD for VoIP may open up new opportunities for your business and its employees. Call us today to find out how our VoIP service works!

Top 11 Qualities of a Successful Sales Rep

24th June 2020 blog, Sales Management

What does it take to be the best sales rep out there? Here are 11 top qualities every salesperson who wants to be successful should have. A critical eye and hard work will help you achieve your goals better and perform your job effectively.

How to Become a Successful Sales Rep?

As a salesperson, you need to prepare yourself through education, networking, and more to handle calls and clients in the best way possible. So, what are the key elements to be a successful sales rep? Here are the 11 qualities only the best sales reps possess:

1. Stay Persistent But Respectful

Most sales require multiple follow-ups and contacts, yet reps are generally inclined to abandon a call after the first or second follow-up. The idea here is to not be too persistent so as to frustrate the prospect. However, a successful sales rep has to be persistent to close more deals. For inbound leads, 6 to 10 attempts to contact a person is considered the industry norm.

Persistence does not suggest aggressiveness. When following up with clients, ask if they are still interested in completing or achieving a goal with the help of your product or service. Speak with them about the issues they are facing and help them identify your product as a viable solution.

2. Be Goal-Oriented

It is every sales rep’s responsibility to know and understand what the goals are and what is expected of them. If you are not goal-oriented, then you are not moving towards the same direction as the rest of your team or company. This can lead to confusion, lack of motivation, and more. Keep track of the company’s goals as well as the personal goals you set for yourself. Make a plan and aim for it. Track your progress either bi-weekly or monthly. And, most importantly, be sure to celebrate those small victories.

3. Stake Your Claim as an Expert in the Industry

A good sales rep takes the time to study the company, its products, values, as well as the industry the company resides in. Understanding the target audience’s businesses — from general goals to daily tasks — is valuable. As an expert in the field, you will be able to help customers understand how your product can be applicable and useful in their specific business. You can use this information to guide and consult them and offer your product as a solution.

4. Be Tech-Savvy

Depending on the business you represent, you will be required to work with different technologies and software. This is why it is important that you take time to master the tech most frequently used in demos, meetings, presentations, or calls. The tech used can range from video communication tools, CRM software, outbound calling software, PowerPoint presentations, and so on. Learn how to troubleshoot common issues, bad internet connectivity, etc.

5. Adopt Active Listening

Paying attention to prospects and clients is crucial. If you don’t listen, you will not be able to provide useful information and solutions. Sticking to the script is important, yes, but every prospect and client is different. Their needs, issues, and goals differ. To understand their problems and provide them with the best help, you should listen actively to what they have to say. This way together both of you can make a plan that satisfies their needs.

6. Take Rejection Well

Rejection is a common occurrence with outbound sales calls. Not every prospect has the time, patience, or even interest in what your product is or what you are presenting. And while rejection is hard, a good sales rep knows how to overcome rejection. Take risks and pursue promising deals. And if you are rejected, bounce back and focus on the successes.

7. Focus on Building Relationships

As a sales rep, your job includes — and at times, depends on — building strong relationships. Therefore, you need to be able to build a rapport, strike up interesting conversations, and be a good listener. Research your prospects and their businesses deeply. Ask follow-up questions. Let your client know that they are important to you and your business and they are not just another prospect on your long list.

8. Network, Because Your Business Depends on it

Salespeople love to network. This includes being involved in relevant online and offline communities, having various business connections and relationships, and knowing the ways of your business and industry.

9. Multi-tasker

As a sales rep, you will be handling a variety of tasks and deals simultaneously. Therefore, you should know how to prioritize and juggle promising leads while responding to and following up with leads in the initial stages of the selling process.

10. Understand How to Communicate Well

This should go without saying but a sales rep that cannot communicate well will struggle with leads and clients. You should have good verbal and written business communication skills and use the right industry-jargon to inform, educate, and sell your services and products.

11. Patience (Is More Than a Virtue)

Finally, be patient. Inside sales can be hectic and often overwhelming. You will come across some very difficult clients and situations. Take the time to evaluate and find the best possible solutions.

Self-Evaluation is Key!

Evaluate yourself and understand your strengths and weaknesses with honesty and determination to consistently perfect your skills. How many of these qualities do you possess? And what areas do you need to improve in? Find yourself a good mentor who can help, teach, and guide you. With hard work, you can be the next successful sales rep in your team. Good luck!

7 Cold Calling Tips to Close More Sales

18th June 2020 blog, Sales Management

Many in the sales industry ask if cold calling still works. The short answer is: yes, it still works but only if done right. Here are 7 practical cold calling tips that can help you generate better sales.

Generate Sales with These Cold Calling Tips

Businesses have been using cold calling for years to garner new customers and improve their sales growth. It is the most effective way to set appointments with relevant decision makers at your target accounts. However, while calling cold is easy it may not always convert into a sale, booking, or an appointment.

Here are successful cold calling tips that can help you manage these calls better with improved results.

1. Be Personable, Focus on the Prospect

Most individuals are not interested in being pitched to and may try to get off the phone as you try to make your sale. For this reason, it is important to develop a personable and human interaction at the very beginning of the call. Avoid sounding monotonous or reading straight off a script. Pause to ask prospects how they are doing. Try to understand their demographic and needs so you can present your product or service as a solution. Listen to their concerns or questions and provide easy-to-follow answers. Give them reasons to listen to your pitch and consider your product or company.

2. Follow Scripts But Don’t Be Robotic

It is recommended to stick to the script so you are not promising or adding anything that may cause an issue later. However, customize your interaction with each client. People can tell immediately if you are robotically reading a script and not pausing for questions. To avoid putting clients off, personalize the interaction by using their name, repeating something they mentioned before, and more. This will let them know they are not simply one of the million people you are speaking to and that their business will be valued.

3. Use Technology to Speed Up Processes

One of the most important cold calling tips is to upgrade the technologies used. Agents and employees performing cold calling in large volumes need the right tools to support their efforts.

Consider investing in an outbound call center software with customizable caller ID capabilities and a dialer. This way, you can override the caller ID to display a toll free or local number of the area being called. Prospects are more likely to answer a local number or one they recognize as local instead of a random number.

Use a web dialer to quickly place calls, save contact information and call notes, etc. A well-designed CRM to keep track of customer interaction can also greatly improve productivity and efficiency.

4. Be Respectful of Their Time

When contacting prospects, let them know you consider their time valuable. Start calls by asking how the client is doing. Let them know that this call won’t take long. If they seem to reject it or are busy, ask them when is a good time for a follow-up. Additionally, when booking appointments, instead of giving them a time, ask when would be convenient for them.

5. Make Calls During Certain Times and Days

One of the most common and oldest cold calling tips is making calls during specific times and days. For years, we have been told that Wednesdays and Thursdays are the best days to call, and it still rings true. Mondays and Tuesdays are important business days because people are usually planning their week, catching up on emails and updates, etc. They are more likely to reject calls during these days.

Additionally, you want to place calls during specific times of the day where they are more likely to pay attention to you. Studies have found the best times to call are between 11 am and 12 pm (before lunch) or 4 pm and 5 pm (as the workday ends). Calling early in the morning as people are scrambling to get to work will be more of a hindrance than a successful call. If you’re calling across time zones, we recommend using a world clock like timeanddate.com or 24timezones.

6. Always Follow-Up

Follow-up either by calling again or sending an email or text message. This follow-up can be to answer a question or query, to remind them of the upcoming appointment, collect feedback, or simply to check in.

7. Use Collaborative Language

Studies show that the use of collaborative language results in more successful calls. Use “we” and “our” language instead of “I/my” language. Make yourself appear as part of a bigger team. This can help build credibility and demonstrate your company as large and capable.

8. Do Your Research

Prospects appreciate when sellers do their research. At the very least, you should understand who your target customers are. You should also go the extra step and research the prospect before your call. For example, you should know the person’s name and his or her position in the company.

Try These Cold Calling Tips!

Keep these tips in front of your employees or refresh them in your next upcoming training. Experiment with them to see which works best with your product and service.

To learn more about Global Call Forwarding’s business phone service and how it can support your cold outbound calling efforts, call us at 1 (888) 908 6171.

Advanced Call Center Technologies for Sales and Support

5th December 2019 blog, Call Center, Sales Management

As 2019 comes to an end, it is time to review and explore advanced call center technologies that are becoming more popular for sales and support. These technologies and tools help centers drive traffic and work through leads and calls effectively. Some companies have already started investing in advanced tech and more relevant features. Read on for the latest advanced call center tech many companies are considering.

Technologies Used by Call Centers

Call centers assist companies in telemarketing and sales efforts, tech and customer support, and making reservations and appointments. They, therefore, require different kinds of technology to support the work they do. These technologies help centers and employees sort through calls and information, keep and maintain records, and increase customer interaction. Oftentimes, it is through call centers that customers interact with a company. Thus, it becomes important for these centers to utilize tech and tools to their advantage in order to improve customer relations. Let’s have a look at some of the advanced call center technologies available and understand why centers are gravitating toward them.

Virtual Offices With Cloud Communications

Remote call center agents and customer service agents are on the rise. Companies are hiring more and more remote agents in an effort to expand their business without increasing costs. These agents can work from across the world, making it easier for companies to tap into those consumer markets. Having remote agents and a virtual office enables seamless team communications and also ensures that customers can always reach your business.

Advanced Call Center Technologies for Sales and Support
Source: Depositphotos.com Lic#166648450 ID#92821256

How to Start Using Cloud Communication

The first step to adopting cloud communications is by getting a virtual phone number. This can be a local or international toll free number based on your requirements. Phone service providers like Global Call Forwarding can help you with a variety of virtual numbers. These include local and international virtual numbers, direct inward calling (DID) numbers, or international toll free service (ITFS) numbers. You can also benefit from additional features like rollover numbers, outbound calling, call forwarding, and so on.

Alongside advanced routing and analytics, many modern call centers rely on ranges of consecutive phone numbers to structure teams and workflows. Sequential number blocks make scaling easier without adding complexity.

Call Center Analytics

Companies are increasingly investing in various software and applications that provide call analytics and reports. These reports provide statistics about the number and types of calls made, what day/time is most preferred, etc. Likewise, such data provides insight into understanding customer preferences and the target demographic. They help predict customer engagement and improve call center quality assurance (QA). They are also used for evaluating agents’ performances by studying average speed to answer calls, hold times, customer satisfaction ratings, and call recordings. Then, if necessary, agents can be re-trained to help them perform better.

Multichannel Communication Lines

Opening more channels of communication — calls, emails, and text messages — between your business and its customers is essential. The more channels, the more likely customers will interact with your company. There seems to be a growing demand for texting or instant messaging services for call centers. Text message outreach makes it possible for agents to reach customers through yet another path. Most people prefer texting or emailing over phone calls and so, this feature will enable ease of communication on the customer’s part.

Other Innovative Features To Note

Besides the above-mentioned trends, some of the advanced call center technologies also include features and tools to improve customer service. These features help reduce agents’ workload as well as time that may be lost by prioritizing and distributing calls. Keep reading to learn more about these features and how they can be of benefit to your business.

Self-Serving Troubleshooting and Solutions: Today’s customers often want to resolve their customer service issues on their own. For this reason, many companies are looking into self-serving options such as displaying problem-solving information and FAQs on websites.

Callback Features: A new feature gaining attention is the Click to Call feature for customers to request callbacks. Global Call Forwarding has a similar feature called CallMe Click, a widget placed on the business’ website. Customers who visit your website can click on the button, fill in their contact information, and automatically receive a call from your company.

Predictive Dialing: Another popular feature, predictive dialing, is programmed to automatically dial a set list of numbers. When a call is answered, it is switched to a representative. These dialers can also screen for voicemails and busy signals and use statistics to predict the best call times.

Staying Up To Date

Now that you are up to speed on the advanced call center software available, it’s time to see what you can use for your company. Get your business a phone system that helps you conduct call center QA and also make you more accessible to your customers. Check out Global Call Forwarding’s rates and plans today. Invest in an easy-to-use phone service aimed at improving your customer relations. Happy customers make for a happy business!

Best Sales Strategy for an International Finance Bank

5th August 2019 blog, Sales Management

Do you work as part of the marketing department for an international finance bank? Whether you’re employed by a national finance company or corporation bank, boosting sales through optimized advertising is key. 

In this guide, however, we won’t be talking about the typical ways of increasing the number of leads through having a well-honed sales team. Nor will we cover the in’s and out’s of crafting clever advertising that gets results. Instead, we will take a look at a relatively simple concept: how virtual phone numbers can impact the success of your international finance bank. 

How Virtual Phone Numbers can be Beneficial for your International Finance Bank

Virtual phone numbers have been evolving with the latest developments of telecom and modern computing. Thanks to their enhanced functionality over traditional communication solutions by phone, virtual phone numbers can greatly benefit your international finance bank.

Broad Access

While we live in a modern era of telecommunication, not every caller can reach your international finance company. By accommodating every customer regardless of their ability to communicate from outside of their country by phone, you exponentiate your sales results. 

The best way to remove barriers of communication is by incorporating virtual phone numbers in your business model. Virtual phone numbers enable callers to call your international finance bank without incurring long distance fees and service blockages – two factors that can influence how likely a customer is to transact with you.

Professionalism

Businesses that deal within finance can’t afford to appear out-of-step with technology – particularly if your competitors are dedicated to appearing more professional. By using toll free phone numbers, your international finance bank gains two advantages of professionalism: First, your organization pays for each call made to the number. Second, numbers with a toll free prefix immediately impart a professional aesthetic that customers associate with high-volume professional enterprises. 

Selecting Your Target Markets

Being able to directly call your leads and prospects with outbound calling is a pivotal sales strategy. However, you’re probably aware that broad cold-calling campaigns can bring less-than-stellar results. The secret lies in narrowing the scope of your intended target market by appealing directly to your potential customer. How? With local access numbers from Global Call Forwarding. 

Global Call Forwarding offers virtual phone numbers in over 140+ countries around the world, with innumerable cities and regions included. This means that your international finance bank can target hyper-specific target markets with virtual phone numbers that have the same country/area codes customers are familiar with. This aids in the localization process, particularly when your customer base may only want to do business with domestic entities – or organizations that they perceive as “local.” 

Financial institutions frequently deploy consecutive phone numbers across advisory desks, regional teams, or product lines. A structured number range reinforces trust while keeping inbound calls organized and compliant.

Virtual Offices

The days of having multiple branch offices spread out around the world are no longer necessary. Thanks to the advent of “virtual offices,” customers simply aren’t required to handle their business in-person. Virtual offices are simply a method of approximating the same level of service that a brick & mortar location offers by leveraging Internet-based technologies. 

This is especially true for big-name corporation banks and national finance corporations. Customers that want to open up accounts and get loans at these institutions can do so without stepping foot inside a brick & mortar location. Of course, speaking to your international finance bank’s representatives directly over the phone is still an important part of doing business. And virtual phone numbers are the key to driving sales and taking care of customer concerns, all in one solution. 

Sales Strategy for International Bank
Source: Stockphoto.com – O#100204681922ID#100186088462

 The Best Virtual Phone Numbers for your International Finance Bank

As you’re probably wondering, what makes Global Call Forwarding such a great service provider for international finances banks? Especially when there are literally hundreds of companies offering what appears to be the same basic service, Global Call Forwarding sets its service apart with top-tier features and add-ons. These include:

  • Extensive Experience: For more than two decades, Global Call Forwarding has provided enterprise-level, startups, and SMBs with the best in telecommunication.
  • Instant Access: When it comes to sales, the best strategy is immediacy. Thankfully, working with Global Call Forwarding enables your business to start using virtual phone numbers quickly. The subscription process only takes a few minutes to select a business phone number for your international finance bank. 

Managing and Motivating a Powerful Sales Team

26th July 2019 blog, Sales Management

Your sales team is the engine that drives your business to success. So, if you want to maintain a great business or do more business, you need to start with your sales department. Without a properly managed and motivated sales team, your business will have problems closing sales leads and selling your products or services. And, eventually, this may lead to the collapse of your business.

If you’re a sales manager or a part of a sales management team, you know that managing a sales department, employee expectations, and a sales-driven environment can be a challenge. So, you may be looking for tips or tricks to stimulate sales motivation and keep your team driven towards success. You’re probably also aiming to provide the optimal environment for cultivating more closed sales. Fortunately, there are a few tips for managing a team of salespeople you can take advantage of. This way, you can set your team of selling professionals up for success, and your business too! Read on to learn the process of Managing and Motivating a Powerful Sales Team.

Stay Away From too Many Rules

The more you restrict your sales team, the more they may not perform. Salespeople are generally strong-willed and authoritative. So they may not take well to restricting freedom. Rather than set rules for these individuals to follow, try removing obstacles that may be in their way. For example, instead of demanding that your sales team stick to a script, allow them to develop their own verbiage by providing your team with information on creating their own unique sales pitch.

Don’t be a Dictator; Be a Team Player

Rather than demanding things from your sales team, encourage them to perform tasks. While this may be easy to accomplish for meeting daily objectives, it also means finding creative solutions to common office problems. For example, instead of providing one solution to an issue that your team feels they have no choice about, provide several options and let your team choose between them.

Managing Motivating Powerful Sale Team
Source: Stockphoto.com – O#100077798280 ID#100186088462

Recognize Your Team Success

People do best when their hard work is recognized. In fact, for many people, money isn’t even the best motivator. As a sales manager, it’s your job to find out what motivates every person on your team. This way, you can recognize each person in their own way when they’ve had success. Try to incorporate meetings in which the sole purpose is to recognize your top performers for the day, week, or month. And give respect where it’s due to keep your sales team at peace!

Have Your Team do What They Do Best

Not every person on your team of sales professionals will have the same experience, knowledge, or gift of gab. But, each person plays a role in the department to make things happen. So, find out what each person is best at, and let them do their own part. For example, if some people are better at closing incoming leads than others, let them be in charge of the incoming leads. Or, if some people are better at writing sales contracts and filing paperwork, let them do that. Whatever it is that an employee is best at, make sure they understand their role in your department and are motivated to do their tasks the way they know-how.

 Closing: Thinking of Starting Your Own Sales Department?

If you’re looking to start up your own sales-driven business, you’ll need to understand the process of managing and motivating a powerful sales seam. And while understanding these tips to better managing and motivating your team is helpful, you’ll also need the proper tools that will allow your staff to reach for success. At Global Call Forwarding, we offer a number of communication services that can equip your sales business with the technology needed to close sales efficiently and effectively.

Whether you need virtual phone numbers for each employee line, international phone numbers, number parking, outbound VoIP, or Call Me Click services, we can help set up and manage your sales communication needs. To learn more about how we can prepare your sales business for better success, contact us today.

Cold Calling is Tough – Here’s some tips that can help!

2nd July 2019 blog, Sales Management

Facing the fact that you may sound exceptionally awkward, be rejected by not-so-nice recipients, and possibly misrepresent your business interests can be enough to make you avoid cold calling altogether. However, the fact of the matter is that cold calling is a misunderstood process for businesses. In fact, those who are able to master the art of the unsolicited call may come to enjoy the power that comes with cold calling. In this article, we’ll cover a number of items that can make these cold calling tips as easy as can be, including

  • Practice Makes Perfect
  • Faking It ‘Til You Make It
  • Always Be Personable
  • Understand the Other Party’s Needs

Practice Makes Perfect

Understanding the unknown is the easiest way to eliminate fear. And the only way to understand the unknown is to encounter it time and time again to learn the parameters of it, ultimately accounting for all of the possible variables that may occur. In other words, practice makes perfect.

If this comes as a disappointment, you should realize that it is paradoxical to choose another path towards mastering cold calling. After all, how do you become better at something that you never do?

Basics of Making Those Cold Calls

However, there’s hope. Because you already have experience with making phone calls, conversing with individuals that you don’t know, and closing a sales meeting, you’ve already covered the rudiments of cold calling. The only difference is that when you’re talking to a person over the phone, establishing rapport takes a different type of approach. The tricky thing is, this approach occurs without body language, situational context, and other aspects of in-person communication. Instead, your voice and its intonation must align with your goals – something that takes practice. 

For those that have perfected a skill, such as learning a musical instrument, the process is similar. First, you’ll want to keep the stakes low. Don’t be too ambitious starting out. Even if you only make a few phone calls with mixed results, focus on areas that need improving and celebrate your successes. Next, you’ll want to gradually up the stakes beyond your current abilities. Try different approaches in pitching callers and take note of any feedback. Remember, any attempt is success and “failures“ will further hone your abilities – either way, it’s win-win.

Embracing the Thrill of the Unexpected

As you proceed, you’ll begin to gain a sense of what cold calling really is and how exciting it really is. After all, just by using your voice and knowledge, you’re able to persuade callers to align with your business objectives; a valuable skill no matter which industry you choose to work in. Even in a matter of days, you’ll consider yourself a cold calling expert!

Faking It ‘Til You Make It

Tips for cold calling is tough
Source: Stockphoto.com O#100204681926- ID#100067081677

The truth is that even the most practiced individuals still feel some sort of anxiety when calling an individual they don’t know. In order to increase your success rate, you must demonstrate confidence, even if you feel the opposite. However, there’s a simple psychological hack: Faking confidence turns into real confidence. In fact, there’s relatively no difference between believing that you are a competent cold caller than actually being a competent cold caller. When the truth of this sets in, you’ll see that “faking it” is actually just stretching your abilities beyond your current perception of yourself. 

Always Be Personable

If there’s one tip that you take away from cold calling, it is that maintaining a personable and enthusiastic demeanor over the phone is paramount to ensuring success. Under no circumstances should you ever be mean or forceful, as negative emotions instantly turn off most callers that will take their business elsewhere. Having a cheery voice and even smiling during the conversation will boost your success rate. It also helps to give the other party the benefit of the doubt – as long as they’re on the phone, you can help brighten the day of even the grouchiest of customers, just by empathizing with their stress and struggles. Powerful cold calling tips!

 Understand the Other Party’s Needs

Similar to always being personable, accommodating what the party your calling actually needs is pivotal to your success in cold calling. No matter how much you may try, selling something that someone doesn’t want or need are fruitless endeavors. Instead, you want to align what your company is selling with the needs of the caller. For instance, you may be dealing with a stressed out mother that doesn’t have time to hear the endless features of your product; instead, you want to show how it solves her problems and makes her life easier. Keeping this in mind will raise your success rate and provide real satisfaction when it comes to cold calling. 

Sounding Professional When Customers Call Your Business

15th May 2019 blog, Sales Management

How many times have you dialed the phone number to a business’ customer service department and been greeted by someone who sounded like they were less than enthused to answer your call? It happens often, unfortunately, but businesses do not realize how much this can hurt them. Just because a customer service representative is on the phone all day does not mean that they have to be bored and sound really unhappy. The proper telephone etiquette and some enthusiasm can go a long way in sounding professional when customers call your business – ultimately giving your business a reliable appearance.

Here are a few tips for sounding professional when customers call your business to help you make each phone interaction with your customers an amazing customer service experience:

Using the right phrase will start a conversation off on the right foot. Beginning a conversation with good morning, good afternoon, or a similar greeting and thanking the customer for their call is a great way to start. Stating your name and then asking them how you can help them comes next. Also, it is important to be friendly, upbeat and act like you love your job while providing the best customer service to them. This can all be heard in the tone of a customer service representative’s voice, as well as in the words that are chosen in speaking to customers.

The Power of Positivity

Positivity is also paramount. Ensuring a customer that you will work diligently to resolve whatever issue they have called about and that it will be solved as quickly as possible is important. If you are not able to resolve the issue yourself, ensuring the customer that you will then find someone who is able to is important as well. Saying something like, “I am sorry that you are dealing with this issue, but we will figure this out and resolve this for you as soon as possible” exudes positivity versus sitting on the phone and telling a customer, “I just can’t figure this out” or “I don’t know what the problem is and I am not getting anywhere with this.” Fill your conversation with positive statements, no matter how challenging the issue is to resolve.

Sounding Professional When Customers Call Your Business
Source: Stockphoto.com O#100168582646 ID#100200144052

Pay Attention to the Energy You Give Off

Displaying energy through the sound of your voice also goes a long way. Even if it is super early and you have not had your coffee yet, sound like you are excited to speak with them and be of service to them through the resolution of their issue. Even if they are agitated and possibly raising their voice, it is your job to remain calm, energetic, and positive.

Being patient is another principle part of sounding professional when customers call your business. If you happen to ask the customer a question, be patient and wait for them to give you an answer. Do not talk over a customer. Talking over a customer is not only rude, but it may also cause you to miss out on hearing something very important that they are trying to convey to you. If you talk over a customer, they will need to repeat themselves and this will not only potentially aggravate a customer, but also force things to take a longer period of time to resolve. Remember to wait patiently for their full response.

Dealing with distractions in an appropriate way is another tip to sounding professional when customers call your business. There will always be distractions. It is part of life, no matter if you are working from a call center, your own office, a home office, or some other location. How you deal with those distractions is key. Callers know if you are distracted. From the moment you answer their phone call to the moment the call has ended, your one and only focus should be on the customer you have on the phone, their explanation of their needs, and how you are going to go about resolving any issues and fulfilling their needs. It is important to be attentive and helpful and treat the caller in the same exact way that you would want to be treated.

Just as displaying energy and positivity is important, the tone of your voice in demonstrating energy and positivity is just as important. Customer service agents should examine how they sound when they answer the phone. You should sound happy. Practicing with other coworkers in training can help customer service agents to hear themselves and adjust, if needed, accordingly.

Sounding professional when customers call your business is critical to the vitality and growth of a business. Remember that the person on the other end of the call is a human being and they are calling for help, guidance, answers, and to determine if they will invest in your brand or not. Make sure conversations are kept professional, focused, and upbeat from beginning to end.

10 Things You Should Never Say During a Customer Service Call

15th May 2019 blog, Sales Management

Working in customer service can be very rewarding, but it can also be very demanding. Most customer service agents must deal with angry customers daily. Customer service representatives must be able to take these unhappy people and turn them into satisfied and loyal customers. During a customer service call, this is no easy feat when a person enters the conversation angry or upset.

When someone is already upset, it is easy for problems to snowball. One wrong word from a customer service agent could mean the loss of a customer forever. However, customer service call agents cannot just placate customers; they do have problems to solve, and some issues cannot be resolved. Customer service agents should be able to walk a fine line between being stern and being friendly. All words that are exchanged over a customer service line carry weight. If you are a good customer service agent or are training agents for your business, be careful to avoid these common verbal slip-ups that may ruin a customer’s experience.

  1. I can’t help you with that
    Sometimes a customer service call agent has to follow a specific protocol, and some things will be outside of their jurisdiction. When you realize that you cannot help the person over the phone, it is best to forward them to a more senior person on the team or management. The answer should never be that they can’t be helped.
  2. That’s just our policy
    Telling your customers that you can’t help them is terrible, but not giving them a reason for why you can’t help them is even worse. Saying, “sorry, that’s our policy” is basically you shrugging your shoulders at them and tossing their inquiries away. It isn’t an acceptable answer to an angry or confused customer. This customer is only interested in the problem being resolved. To be that short with a customer gives the impression that your company doesn’t care about its customers.
  3. Unfortunately, no
    No is negative; it does not matter how its phrased. Saying, unfortunately, might make you think that you are mitigating the severity of the word, no, but you are not. Do not lead with a negative when speaking to an angry customer. If you are unable to help them in the way that they want you to, use a different phrase such as, “here’s what we can do for you.”
  4. Interrupting a rant
    If you are a customer service representative, you have probably had to sit through a rant or two in your time. The critical thing to remember when dealing with an angry customer is to let them get it all out. When they come up for air, that is when you can start talking to them. Never interrupt and never tell a customer they are unreasonable, even if they are.
  5. What not to say say during a customer service call.
    Source: Stockphoto.com O#100168438628 ID#100200144052

    I don’t know
    A call center agent should always have an answer to a customer’s issues. Answering with I don’t know is unacceptable and should never be uttered by an agent. Customers call companies and speak to representatives because they want to be helped, and an incompetent agent cannot help them.

  6. Give me a second
    A second is a vague measurement of time that should not be given on the phone. If you are looking into something for a customer, it’s better to be honest about how long they will be waiting for you to look things up.
  7. Actually, it’s this
    Don’t even bother correcting a customer on a name or pronunciation or anything. It will be taken as condescending, and you will put the customer off or make them feel embarrassed.
  8. I’m sorry
    Don’t get me wrong, it is important to apologize to upset customers, but it is best to avoid it if you don’t mean it. It won’t carry the same significance if you actually do not care and are just repeating this overused phrase.
  9. I have to put you on hold
    A customer does not want to be placed on hold, and this should be avoided at all costs. However, sometimes it is unavoidable, and in those cases, you must ask the customer if it is okay that you put them on hold and be sure to explain your reasons for doing so.
  10. I don’t see your account information here
    Never announce this to the person that you are helping on the other line. More than likely you are missing their name in the database or you input the wrong information. Humans make errors, and you should never assume that the customer called you by mistake. It certainly happens, but until you’ve exhausted every possible way to find their information, they do not need to hear this phrase uttered.

Related: 23 Incredible Customer Service Tips