We will be covering conversation, including:
The appointment setter needs to be aware of the conversation flow, allowing for the client to speak as well. If they talk too much during the conversation, they may appear to be more interested in themselves rather than the client.
The appointment needs to maintain a positive attitude throughout the conversation with the client. The client is more likely to want to talk with someone with a positive attitude than someone with a negative attitude who complains a lot.
The appointment setter needs to prepare various scripts and cues depending on the business that the appointment setter is talking to (such as “When will he/she be available today?” for a non-contact call (which are attempted calls that have resulted in results such as an answer machine, a busy signal or no answer at all)), so that they aren’t caught out during a call.
The appointment setter needs to break the ice with the client in order for the client to warm to them, such as “Hello, my name is X, and I’m calling from Y. Is this Z?”
Once the appointment setter has arrived at the sales pitch, they need to keep it 30 seconds or less, giving them only the most important information that they need to know. If the client is interested, they will ask for more information
Once the pitch has been delivered, the appointment setter needs to ask the client questions such as “Can you see how our product/service is useful to your business?” or “Does my pitch make sense?”, so that they are brought into the pitch. The appointment setter can mention relevant details about the product/service to bring the client on board.
Follow-up questions include:
The appointment setter needs to ask for a timeline for when a decision will be made, and when they can make a follow-up phone call.
We have covered conversations, including not coming on too strong, maintaining a positive attitude, preparing some topics beforehand, breaking the ice, be succinct, asking questions, follow-up questions and asking for a commitment.