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May 28, 2013 6:12 AM Subscribe
I'm starting a new job for a telecom giant at a call center and to make the most money I need to make sales. I have worked for a call center before, and I guess you could say I sold things, but I didn't really sell things. Where can I learn to sell?
What I'm looking for is recommendations, on books, videos, websites, or even anecdotes. Anything and everything to read or watch to help me learn to sell/build rapport/small talk.
I'm probably going to start with How To Make Friends and Influence People. But that's the only thing on my list so far.
What I'm looking for is recommendations, on books, videos, websites, or even anecdotes. Anything and everything to read or watch to help me learn to sell/build rapport/small talk.
I'm probably going to start with How To Make Friends and Influence People. But that's the only thing on my list so far.
Are they giving you on-the-job training? When I did jobs like this, even as a temp, I got a LOT of tips/books on selling (although I didn't like any of them well enough to recommend them). They also benefit when you sell things, and asking your boss for advice will likely be well-received.
posted by momus_window at 6:42 AM on May 28, 2013 [1 favorite]
posted by momus_window at 6:42 AM on May 28, 2013 [1 favorite]
I worked at BellSouth (now AT&T) and let me assure you the training is thorough. We had 7 weeks in a special classroom, where we learned how to write the orders in the computer (old VTAM, dumb-terminal system) and how to talk to customers, type and sell all at the same time. Lots of role-playing with our classmates, etc.
I will say that the best sales people are the most genuine. A smile in your voice, a genuine desire to be helpful.
You're not selling all that much stuff (if you think about it.) We used to sell each feature seaparately and/or in packages. Also, due to impropriety we had to make a disclosure statement to each customer PRIOR to being allowed to try to sell them something.
If you approach this as trying to trick people in to buying stuff they don't want, you won't be successful. If you sound like an advocate, really listen to what they tell you, and use that information to make recommendations that make sense to the customer, then that's how you'll be successful.
I do not have any recommendations for any books or systems. There are plenty out there, but the best thing to do is to listen to folks who are good at selling, and mimic them until you feel comfortable with it.
posted by Ruthless Bunny at 6:44 AM on May 28, 2013 [2 favorites]
I will say that the best sales people are the most genuine. A smile in your voice, a genuine desire to be helpful.
You're not selling all that much stuff (if you think about it.) We used to sell each feature seaparately and/or in packages. Also, due to impropriety we had to make a disclosure statement to each customer PRIOR to being allowed to try to sell them something.
If you approach this as trying to trick people in to buying stuff they don't want, you won't be successful. If you sound like an advocate, really listen to what they tell you, and use that information to make recommendations that make sense to the customer, then that's how you'll be successful.
I do not have any recommendations for any books or systems. There are plenty out there, but the best thing to do is to listen to folks who are good at selling, and mimic them until you feel comfortable with it.
posted by Ruthless Bunny at 6:44 AM on May 28, 2013 [2 favorites]
Response by poster: I'm getting the best on the job training in regards to this that I've ever had. But I want to be the best. I know my attitude will go a long way, to the point that I'm planning on exercising purely for the happy attitude benefits. I am just looking for any extras I can do, to be better, and also to be more confident.
posted by trogdole at 7:03 AM on May 28, 2013
posted by trogdole at 7:03 AM on May 28, 2013
Get yourself a copy of this book - Influence, by Robert Cialdini.
posted by procrastination at 7:10 AM on May 28, 2013 [1 favorite]
posted by procrastination at 7:10 AM on May 28, 2013 [1 favorite]
I've never worked in a call center, but I've been in Inside Sales for most of my career.
My best advice:
- Pay attention in training even if it seems hokey.
- Approach the situation as a problem solver not a product pitcher. Ask open ended questions to find out what they need, and provide a solution, not a branded product name.
- Be a good person, respectful of their time, and don't be afraid of silence on the other end of the phone. Let them think -- silence is good! (This is the hardest for me!)
- Don't let any pressure to make sales compromise your personal values -- this is bad for your soul, and rarely helps you make more sales as it is not genuine.
On preview, what Ruthless Bunny said.
As for books, I don't find many valuable, but Spin Selling isn't bad.
posted by hrj at 7:11 AM on May 28, 2013 [2 favorites]
My best advice:
- Pay attention in training even if it seems hokey.
- Approach the situation as a problem solver not a product pitcher. Ask open ended questions to find out what they need, and provide a solution, not a branded product name.
- Be a good person, respectful of their time, and don't be afraid of silence on the other end of the phone. Let them think -- silence is good! (This is the hardest for me!)
- Don't let any pressure to make sales compromise your personal values -- this is bad for your soul, and rarely helps you make more sales as it is not genuine.
On preview, what Ruthless Bunny said.
As for books, I don't find many valuable, but Spin Selling isn't bad.
posted by hrj at 7:11 AM on May 28, 2013 [2 favorites]
If you wwant to keep your soul do not get involved in smarmy weaselword bull crap sales techniques. Follow the script with a smile. If that is hard because the product is bad or less than honest use that job as a springboard to a new one
posted by BenPens at 7:31 AM on May 28, 2013
posted by BenPens at 7:31 AM on May 28, 2013
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posted by jeffjon at 6:37 AM on May 28, 2013