People buy things to address or satisfy a need or a want. This is the basic premise that salespeople including call center sales agents must bear in mind in order to successfully make a sale. Thus, the main objective for a sales agent is to create a need or want or at least a perceived need or want on the part of the prospective client in order encourage the client to buy.
But how exactly do we do this? The typical approach is by creating value on the product or service that the company sells. This included mentioning the benefits and advantages that a product or service possess or provides to the client. However, need is something that emanates on the part of person. It is not something imposed upon a person. It is therefore important to conduct a background research on every prospective buyer so that the agent can successfully identify the needs of a customer and match the product or service being sold to the identified needs. The ability to identify the needs or wants of a customer is important especially in the case of some clients who at some times, are now aware of their needs. This is especially important in introducing new products. Hence, it is sometimes necessary for agents to take an extra effort in identifying the needs for customers.
Sometimes, even if customers need a product or a service, they tend not to avail of such product. This is because they have other needs that they need to prioritize and due to financial constraints, they just forego addressing the needs. At this point, the sales person should know how to stress the critical importance of such need or how such product can help address other priority needs of a customer. In which case, availing of the product or service translates to a greater benefit or advantage on the part of the customer in the long run. This can be done by relating the cost benefit advantage of a product.
Finally, sales is about creating relationships. In the same token, call center agents should try very hard to establish a strong relationship with the prospective customer using their limited means, considering the impersonal nature of a sales call. In lieu of which, the call center sales agent must fundamentally learn how to establish a connection with the customer. This included learning how to communicate in a congenial way with one’s voice and tone which effectively conveys sincerity. The agent should be respective of the customer always by starting and ending the call with utmost courtesy, learning how to handle pesky objections and getting to be acquainted with clients.
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