The contact center software solutions are of a great help in acquiring new contacts, getting more closed deals and in delivering an excellent consumer experience. An easy to use interface with the latest features of call recording and monitoring can be an agent’s paradise as this can help them to enhance their performance while maintaining the call quality.
However, sometimes despite having the finest skills and the best telemarketing software at the disposal, not all the calls made by the representative are successful. More than often, there are cases where the executive has the right script and yet the purchaser gives you a red signal. This has got nothing to do with the style of the caller or the tone of the pitch; there are times when the buyer is simply not interested in buying the product.
There can be nothing more annoying for inside sales teams than taking a ‘No’ as an answer to their call. The agents dread the line, “Thank you for the offer but I am not interested.” This not only demotivates the callers for their next round of call but also in some cases leads to burnout. However, it is important that the executives understand that rejections are a part of the sales cycle.
Not every conversation that you strike will help you to earn a customer. However, do not lose hope. Do not stop with one refusal. Move on and make the next call. However, if you are having denials at a length, there are chances that there is an issue with your pitch or your product.
Whatever may be the cause, it is vital that you handle rejection carefully. It is essential that as callers you are not afraid and instead take the refusal in a graceful manner. Here are a few tips on how you can handle the rejections like a boss.
1. Don’t take it Personally
• It is vital that you remember that refusal to purchase a product has nothing to do with you personally. Getting a no as an answer in sales is not always a reflection of you as a person. Many callers tend to take it upon themselves when they see a client refusing to be a part of the organization. Stay rational instead of getting emotional.
• Sometimes the purchaser is not interested in buying the merchandise or the product might not suit his preferences. There are chances that the price might be too high or he simply needs more time to make the purchasing decision. No does not mean that there is a problem with you or deficit in your skills.
• While it is essential to look back at the call and see how you contributed to the sales, taking a no to your heart can have a negative effect on your future calls. Cut the emotional drama and look how you could have handled the purchaser in a better manner. Don’t take it personally, instead, look for accountability and ways to avoid the same scenario in future.
2. Know the Sales Ratio
• While it is true that rejection is an indispensable part of the sales process, the chances of you getting disheartened or demotivated decrease when you know how much to expect. You will make calls to a lot of prospects, but it is not necessary that everyone becomes a part of your closing deal. Different products have various ratios and it is vital that you look into them and mark your expectations accordingly.
• The number will vary depending upon the merchandise or the service that you have at the offering. There is no particular formula to know the ratio. Often, the calculation is done based on the competitor’s history of performance and the company’s own success ratio. This shall help you get immunized to refusals and will help you set realistic goals.
3. Stay Professional
• More than often, after a sales call is refused by a purchaser, the agents do not understand how to carry forward the conversation. While it is true that you have worked hard on the lead, the fact is that the buyer was simply not interested. Sometimes, the executive tends to take the rejections to heart, and, as a result, become defensive and emotional.
• You cannot lose your cool simply because there has been a negative response. Remember that you are representing the company. There are chances that the customer might come back to you in the future. Hence, it is vital that you end the call on a good note without sounding low or harsh. Thank the consumer for taking time off his schedule to talk to you. A great closing can pave a path to a new relationship with the buyer.
• Example, Axis Gym and Fitness Center uses the cloud contact center software in order to connect with the customers and inform them about the new proposals. One of their consumers had recently rejected a discounted weight loss seasonal offer.
• Instead of feeling dejected, the agent thanked them for the time that the client gave him and also requested the purchaser to follow the official social media account of the company in order to keep a tab on the discounts and new bids. He also asked the buyer to ping him anytime if he feels interested and would like to know more about the offer.
4. Find out the Cause
• It is vital to know the reason behind the refusal. It is essential to know if the rejection was legit. Not every denial that is made is based on a solid fact. Sometimes, the buyers are not interested in the product because they do not see any benefit or are not in the mood to make the purchase.
• Sometimes, the reason for a no is some kind of misinformation or confusion because they did not understand what exactly you said. While the earlier case is beyond the regular business scope, the bewilderment of the customer can be cleared by altering the pitch.
• Thus, it is important that you ask the customers the reason behind their rejection. There are chances that you can change the mind of the buyer by clearing few of his doubts. Looking for the root cause not only helps you to understand the selling process better but also helps you to rectify your mistakes.
• Example, Travel Zone uses the cloud customer service software in order to look out for the potential travelers. One of their prospects had refused an offer of a discounted trip to Shimla in the month of December because of his erratic work schedule.
• On being probed, he said that his money would be wasted if he cannot go on the trip. However, the caller informed him about the exciting places that are included in the itinerary and how it would be a one-time experience.
• He also added that 85 percent of the amount will be refunded in case he cancels a fortnight before the trip. The consumer readily agreed. If the agent had not asked further questions, a potentially active lead would be lost because of misunderstanding.
5. Look at the Positives
• Rejections can be disheartening. This does not imply that you are a bad sales agent. Sometimes it can be a problem of your pitch or sometimes is just the wrong timing. However, do not feel disheartened by a refusal. Instead, look at the brighter side and take it as an opportunity to learn and grow. Take it as a necessary step of closing the deal. If there are X amount of calls that you make each day, take every rejection as a step to the final sales call.
• The sale is a game of constant improvement and it is refusals that keep you grounded. Don’t ignore the loss but do not dwell on it too much. If you keep thinking about it, chances are that you will spoil your other calls. Instead, ask yourself what you can learn. If you are at fault, accept the responsibility and move forward and try not repeating in the next one.
6. Differentiate between Objection and Rejection
• Every refusal comes with its own set of denials. Sometimes there is no need, no money or no hurry and there are times when there is no trust. It is essential that you understand the causes of the refusals and look at ways to avoid them. Rejections do not always imply a no. There are times when the purchaser is confused and does not know what to answer.
• It is essential that as a caller, you identify between rejection and objection. Oppositions are a part of the sales cycle. This does not imply that they do not like the product but that they have a problem with some aspect of it. This can include multiple things like price, after purchase support system or the features. Denial, on the other hand, is a complete refusal of the product no matter what the cost or what the in-built applications are.
• There is no point in going behind a lost cause. However, it is essential that you know what the common oppositions are and look for ways to overcome them. If you deal with their fears or objections in the right way, chances of converting the no to a yes increase dramatically.
• Example: An insurance agency uses the outbound calling software in order to capture the new leads in the market. One of their consumers rejected the offer stating that he has no time. Instead of getting disheartened the caller quickly changed his approach saying, “Let me call you back whenever you are free. What time will be preferable?”
7. Try to Know more about the Client
• Whenever you face a rejection, do not start ignoring the customer. Instead, go back to the research zone and try to know more about the buyer. Their personality, style, interest, nature of business, everything plays a significant role in the sales cycle and if you have heard a no, chances are that you do not know enough about them.
• Try and understand what the prospect likes or dislikes and why he has rejected the product. The cloud contact center solutions can be integrated with the social networking platforms and can better help you to comprehend the preferences of the buyers. It can also help you develop an insight on the previous interaction. The information can be utilized the next time that you ring him up.
8. Keep them in the Loop of Information
• It is essential to remember that rejections are temporary. When a client says ‘no’ it is for this very moment. It does not imply that he will not be interested ever. Thus, it is vital that you always stay in touch with them. Try to keep the conversations going. Keep them informed about the new offers and products. Ensure that they are a part of the newsletters.
• Old refusals have the capacity of being the new potential leads. Do not write them off completely. Have their basic information stored in the outbound call center software. You never know what might interest them and hence, it is important that you keep them in the loop of information. Write to them, ping them on social media and try and establish a rapport. Don’t write them off from your lead list because of a simple rejection.
• Nurture the bond and have effective follow-ups. Utilize the best call center software to generate automatic alerts for impending calls, thus helping in the process of relationship building. Stay persistent in your efforts.
9. Avoid Desperation
• A sale is not an easy task. It takes time and effort. Do not take no for an answer and try and look for doors through which you can come in. However, this does not imply that you become desperate. There is a thin line between persistence and annoyance. Sometimes the prospects take their own sweet time to decide. Thus, it is essential to let them be without bugging them too much.
• In the meantime, look out for the other potential leads in the database of the cloud based call center solutions. Have a wide network and continue pitching the other clients. This keeps you busy and gives you a little time to mourn over a refusal. This can also help in improving the sales network. Remember, if the customer is genuinely interested in the offer he will eventually find a way back to you.
• Example: A spa center utilizes the call center software solutions in order to connect to more purchasers. One of their customers had refused to take in a special offer because of the price associated with it. The cost could not be altered so the agent told them about the other offers and also asked the buyer to contact him in case he changes his mind. It is vital to keep the door open without looking frantic.
10. Talk and Discuss with your Team Members
• It is easier to blame the consumers saying they were not interested. However, chances are that there might have been an issue with your script or tone. Someone who is familiar with the business can help you pinpoint the internal errors. Thus, it is important that you discuss the failures with your colleagues and supervisors.
• The call center software solutions for small business comes with features like call recording, monitoring, and speech analytics. These can help the coaches to better understand the calling process. They can then tell what exactly went wrong during the call. Exchanging information between team members will not only make you realize your own faults but will also help you to learn from other’s mistakes.
It is important that you keep a record of the rejections that happen for no apparent reason. Ensure that their contact information is stored in the database of the outbound telemarketing software and ask your trusted customers if they can help you get past them. Sometimes referrals can turn the game around.
Many contact centers continue to stress on the importance of right pitching and etiquettes during the call. Very little focus is given on how to cope up with a bad call. The supervisors tend to forget that with every refusal, a little enthusiasm of the caller is dimmed. Having back-to-back denials can put him under a lot of pressure and can have an adverse effect on the performance.
Thus, it is vital that the training sessions not only include tips on how to make a successful call but also on how to overcome the aftereffects of a not so good call. There will be rejections no matter how good you are. However, instead of dwelling on the loss look out for new options. Make the most of your skills and the high-quality outbound calling solution that you have. Success will eventually follow!