A newbie no more

How to get a new telephone prospector up to speed and producing results quickly? A couple weeks ago we had a new staff member start, and I followed the process closely.

First, and most important, we interviewed and screened her very carefully. You might think a five-interview process over several weeks is a waste of time for such a "low level" position as a telemarketer...but it's not. Through trial and error (ok, lot's of errors!), every minute invested before the hiring decision significantly reduces the uncomfortable conversations and firings later on.

Second, we spent a lot of time with role-playing. Sounds simplistic, but practice does make perfect. We started with the basics...covering the script and key phrases...moved on to personal variations, then into objections and difficult personalities. Once she could deliver the key phrases nearly effortlessly, it was on to...

Third, be paired with an experienced staff member. This started with listening and watching, then doing. Then it finished off with some refinements and additional perspective from a second senior person...can't have the newbie stuck on only one point-of-view!

Fourth, and most important, expect results. By the second day our newbie had set her first appointment and was a newbie no longer! Three days later her call efficiency was as good as the veterans...and still she was setting solid appointments. Total time: 5 days from beginner to valued contributor.

Finding your compelling voice

This week one of our newer staff was struggling and after getting hung-up on a couple times, complained, "I wouldn't want to listen to me either!"

After congratulating him for his self-awareness, we took some time to dissect what was happening and why he wasn't connecting with the prospects. It turned out to be two simple things.

First, his voice was tense and thus higher pitched than normal. This removed all the authority from his voice and almost invited prospects to run over him in their rush to hang up the phone.

Second, the script sounded too much like begging for an appointment, rather than inviting for one. A couple word changes fixed that.

But most important was a shift in his attitude...he came to understand he didn't need these prospects to set an appointment with him. In fact, they needed to qualify in order to be worthy of getting an appointment from him! This change in power balance was immediately reflected in his voice and the script delivery; he sounded more calm and confident.

Did the prospects respond positively? We'll see next week!