Telephone Etiquettes

In the midst of my busy schedule in the office today, a telesales from MNC bank called me.

'Ms. Chia, I am XXX from C*t*bank. (without stopping, he went on ranting for 10min)
We have this insurance promotion that grants you total death and hospitality coverage..
You will be paying us .....
You can have your choice of hospital and ward...
The interest rate is...
The benefits are you can receive your claim in 3 working days...
The rewards are you a free radio and an alarm clock..
I will be sending you the forms..
You need to fill in your particulars..
As per our record, your office is located at....
Please standby your financial documents..
I will be sending courier to pick them up at...
Thank you & have a good day.."

I am pissed!!
Not because I wasted 10 minutes of my time but because he was simply reading from his script.

Why are you reading from the script?
Excuse me, don't you know your products well?
You assume I catch every single word when you were speaking like a bullet train.
How about the insurance terms?
You were so focus on hard selling that you don't bother to explain in layman terms.
Again, you assume I understood..

To share a thing or two..
It will be great to greet, engage and ask :)

Greet->A warm and cheerful, 'Good Morning/Good Day' doesn't hurts.
Seek permission to talk by asking ' Is it a good time for me to talk to you now?'
Engage->Allow customers to share their requirements and needs. Listen!!
Make the conversation interesting by positioning your services to suit the customer's needs.
Ask-> Ask for feedback and opinions. It will allow you to understand your strengths & flaws.

Use positive words like ' Benefits', 'Advantages', 'Savings', 'Earnings' ..just to name a few

Now, you know the tricks *winks*

I'll be glad to help with more sales pitch tactics, just drop me a mail :)

Hope the above helps in your telephone sales pitch *winks*
Gamateh!!