COLD CALLING -Your best method to get past the receptionist ???

[davidakerr]

Steve

That's so true.......I just wish some people would remember that. Your never too long in business not to find something more interesting or able to make your job easier or to save you money, that's why I'll always listen when somebody calls me, I never forget they're trying to make a living to.

 

[suggy]

I run an ecommerce business, pressies4princesses. Because of our prominence in the search engines, I receive dozens of cold calls a week. Some are useful, some very annoying.

I do not object to people contacting me, if they are prepared to listen to what I have to say and have an sensible exploratory discussion.

I do object to sales people who:

Don't really understand what they're selling
Haven't done any background research on my business (many have never even bothered to visit website!)
Won't take no for an answer
Won't listen/ disregard concerns
Bullsh**t stuff they don't really know
Are rude or obnoxious in the face of negative responses
Are over pushy, "so I'll pencil you in for a meeting on XXXX" (eventhough I am saying just email me some background info!)
Don't recognise that I am quite busy too (eg calling a few hours after emailing, or not respecting that I need to terminate the conversation).

But, get the balance right and cold calls can lead to new business and be beneficial for both caller and called; we've just outsourced our entire fulfilment operation after a lengthy sales process that started with a cold call out of the blue!

 

[Deleted member 34675]

hi

I run a telemarketing company called Virtual Sales Limited and how to get past the gatekeeper is always one is always one of the challenges for our sales people. I agree with some on the other comments about data. A good telemarketing campaign starts and end with good data and is worth the money to identify key decision makers in an organisation.

The key thing with the receptionist is don't sell to that person!

We have some great articles on our web site so please google us cannot add link as not posted 15 posts yet!

Good luck!

Andy

 

[TheHorse]

We have found that a good approach to calling is asking if they are currently happy with their situation (re: websites, marketing, sales etc) and if they feel they are in need of a push in any of these aspects. By quickly assessing a clients' requirements you can wrap up the phone call quickly if they are very happy or indeed push your services if you detect an element of something otherwise.

What is irritating is being called by the same company when you have already told them you are not interested. We have a retail company working in the same offices and are constantly being cold called by 'its cold outside' and despite telling them that their services are looked after and not to call again they keep calling. They have been called 5 times so far in the last 2 months....

 

[Oz Qadir]

"Unprofessional"?!! I definitely don't agree with that. As long as you are well-prepared before picking the phone up, and you are able to communicate the value your business is able to offer your client - cold calling is one of the most effective ways to make contact with potential new clients.

Cold-calling is also 'people-to-people' marketing; rather than spending money on flyers, mailshots, adverts etc etc - I believe clients prefer to speak to someone directly and use just a few minutes in 2-way conversation to determine whether or not the seller deserves the opportunity of a meeting.

That said, cold-calling is a real skill; you need to have an excellent elevator pitch i.e. to be able to put across (in less than 2 minutes) the main reasons why your client should be interested in meeting you.

And, a receptionist is not there to be a barrier! They are there simply to route your call to the most relevant person.

Perhaps those people who think cold-calling is unprofessional...simply aren't very good at it!

 

[Paul s Matthews]

Cold Calling is a misleading and unhelpful term. Instead replace it with blind calling. Then the aim of the the telephone call is to find out enough information to make the next call you make not blind.
No one likes to be seen to make snap decisions. So don't ask them to.
I run a telemarketing company, and yesterday I personally made appointments for my clients to meet with Disney, John Lewis, BT and lots more.
Telemarketing is vital ingredient, as it's so cost effective when compared to alternative marketing methods.

 

[JElder]

Telemarketing will work in some markets, and for some products/services and not others. Part of the problem is that less scrupulous companies (or individuals) use underhand tactics -as mentioned in some earlier posts - to get through.
The big advantage of telemarketing (especially cold calling) is that it is very cheap to start (no print costs, upfront advertising fees, PR fees), and that it is measurable.

You can spend £1000 on advertising, and never be sure how much of an effect it has. Spend £1000 on telemarketing, you can count the calls, the outcomes, the contact names and emails added to your mailing lists, etc.

 

[fastresultscopy]

To get past the receptionist you have to do two simple things.

1) Ring before 8.45 am and after 5.45pm most days. You will find that most decision makers work stupid hours, whereas most receptionists will be clock watching all day.

2) If you do encounter a receptionist this is what you say when they pick up the phone and greet you:

"Hello, it's john calling for George - thank you!" (say it like you expect to be put through immediately).

Most senior managers and directors never beat around the bush with openers like: "Hi, its John calling from ABC company, can I speak to George please?"


The two examples above only illustrate how you have to think outside of the box when it comes to cold calling over the phone. Most reps that call are like clones and use the same old churned out techniques

 

[phoneforbusiness]

However if a receptionist is being told to operate a no names policy AND you get no joy finding names via Google, then you've got two options if you are really determined to reach a decision maker at a particular organisation:

1. Post in online forums, clubs and networks. Ask your network generally if they can help or lead you to people that can help obtain the right details.

2. Use the phone number inventively: If a switchboard number ends in 3000 for example try dialling 3001, 3002, 3010 etc until you get some sensible information from someone.

If you're not prepared to go to these lengths then it's probably not worth the time and effort to engage the right contact names in the first place. In short, the question boils down to priorities: "How badly do you need to do business with that organisation, now or in the very near future?"

 

[blackandwhite1986]

2. Use the phone number inventively: If a switchboard number ends in 3000 for example try dialling 3001, 3002, 3010 etc until you get some sensible information from someone.

If you're not prepared to go to these lengths then it's probably not worth the time and effort to engage the right contact names in the first place. In short, the question boils down to priorities: "How badly do you need to do business with that organisation, now or in the very near future?"[/quote]

ssssssssssh! i thought that was a trade secret

 

[wecandobiz]

However if a receptionist is being told to operate a no names policy AND you get no joy finding names via Google, then you've got two options if you are really determined to reach a decision maker at a particular organisation:

1. Post in online forums, clubs and networks. Ask your network generally if they can help or lead you to people that can help obtain the right details.

2. Use the phone number inventively: If a switchboard number ends in 3000 for example try dialling 3001, 3002, 3010 etc until you get some sensible information from someone.

If you're not prepared to go to these lengths then it's probably not worth the time and effort to engage the right contact names in the first place. In short, the question boils down to priorities: "How badly do you need to do business with that organisation, now or in the very near future?"

I agree with your first point -- social networking methods are a great way of getting introductions -- but I can't agree with your second. That is the sort of behaviour that gets you, and telesales professionals, a bad reputation.

We always start any programme of this sort KNOWING who we want to speak with by buying in the right data beforehand. Ask for a specific name and you are more likely to get through and NNP won't matter. Even if they aren't the person you need, a contact made through a colleague stands you better for when you speak to the person you need.

Who'd waste the time calling every number in the company until they find the right person? There aren't enough hours in the day for that!

IH

 

[phoneforbusiness]

what I would also say is that if your client or boss (whoever wants the result really badly) is applying pressure this may come into play.

It's been over two years since the last time I personally had to resort to this

 

[nigel woods]

Nothing happens until someone talks to someone. We can ignore e-mails, letters, leaflets, advertisments but are unlikely to ignore direct communication. Therefore somewhere along the way if you are selling B2B then you will be talking to someone. If carrying out some marketing activity as listed above then it is necessary to ensure that sufficient research has taken place prior to trying to sell to someone on the end of the phone. Research is key to ensuring you are not wasting your time in selling to the wrong people. A job title does not infer responsibility and this is where talking to people is the only way to establish who the decision makers are. As an owner of a business to business telemarketing company I have a vested interest in ensuring that our telemarketing campaigns give our clients best return on their investment. As a consumer I detest cold calling when the seller has not done their research which is why I would always try to call with the odds stacked up in your favour.

 

[telemax]

I have found that calling from 7.30am to 8.45 am is very good for getting hold of decision makers. I think someone has made that point in this thread already but it is amazing how well that can work.

 

[ThePublisher]

I'm interested to read the posts about people doing telesales from withheld numbers.

A couple of months ago I reported to my local police that I'd had somebody claiming to be from the police trying to sell me advertising space on calendar. I wasn't born yesterday and new it was a scam. When the same person phoned me the following day I reminded her she'd called me the day before. She called me a name which suggested she really wasn't calling from the police! Anyway, I thought I'd report it.

The woman I spoke to at our local Thames Valley Police told me that it has been illegal to cold call from withheld numbers since April 2008.

 

[Clare & Confederates]

I used to be in Tele-Sales many years ago and I found that courtesy, a smile in your voice and clear statement of who you were, who you wanted to speak to (ask the name on the way) and why usually got me through to the decision maker. If not I left it 2 days and then asked to speak to whoever by name. Wait to be asked your name and company. Give these details AND NO MORE and you will be put through. Always effective! Clare

 

I have done telesales b2b and the really annoying stuff!

Little tip, try phoning at 5.01pm, receptionists are often on a 9-5 whereas the person you want to speak to may still be in an answer the phone. Same applies for phoning before 9am,

Make sure you start with good data.

 

[easyasit]

the issue i think with cold calling is that often phones within an office are busy.

ITs true cold callers are getting better at their game.
They ask to speak to the directly straight off. They sound more assertive than ever.
You get to the nitty gritty when you ask them what its regarding, they then tell you its a personal matter.
I always reply, well if its a personal matter i am sure you then have his personal mobile.
And if your not going to provide this information, then there is no way ur getting by me!

To all intents and purposes we need to be careful since some of these guys have useful services to offer.
So you tell them to pop it in an email, its a good fob off.

Another tactic i have is to to keep them old hold for extra long periods, listening to some crappy hold music.
Works every time.
I do think cold calling is a nuiscence though, and when your busy dealing with customers queries and other issues there is not the time.


Just my opinion

 

[easyasit]

where they from Cavendish press?

 

when you are put on hold by the receptionist, hang up ring back and find out when she goes to lunch - its not hard,

something along the lines of must be a busy time, when is good to ring back, then just ask when lunch break is.

Call back then and you may get a different response, alternatively email saying that you have been trying to get through and think there is a fault on their phone system, or that you did try and send an email but for some reason it has bounced and you were concerned about why it hadnt gotton a reply,

if the receptionist asks what it is about go with bamboozling! Make it impossible for her to pass a message on coherently, the email is bouncing, better transfer me!

 

[Successful Selling]

when you are put on hold by the receptionist, hang up ring back and find out when she goes to lunch - its not hard,

something along the lines of must be a busy time, when is good to ring back, then just ask when lunch break is.

Call back then and you may get a different response, alternatively email saying that you have been trying to get through and think there is a fault on their phone system, or that you did try and send an email but for some reason it has bounced and you were concerned about why it hadnt gotton a reply,

if the receptionist asks what it is about go with bamboozling! Make it impossible for her to pass a message on coherently, the email is bouncing, better transfer me!

You obviously don't cold call many large companies extremeld. I speak to "Gatekeepers" who know the 'decison makers' plans in work and at home. They know what their boss is having for dinner that night, what he's going to by his daughter for her next birthday and the brand of his favorite malt whiskey.

Most of the ones I speak to want to know exactly who I am and what I want.

The key thing to do is to work with the gatekeeper and not against them.

 

i have called and spoken to many of the most prominent business men and women in the country, not for a while as i no longer do that.

I was offering suggestions if the Gatekeeper is being difficult, i can assure you what i suggest works but you need to be confident in your delivery and be plausible.

First work with the gatekeeper but if that doesnt work there are ways round.

 

[Mattonella Tile Studio]

Gatekeepers aren't being difficult without a reason. They are following instructions from their bosses.

 

[Successful Selling]

I think it is interesting to see the differance between
a) those who cold call
b) those who are in sales, but don't like cold calling
c) those who answer the phone to cold callers.

I would like to add to points that i think no one else has mentioned.

Firstly, lots of people have said they either don't like cold callers or refuse to speak to them. That's fine. You are probably the same people that are not open to change or new ideas and always only ever deal with established brands who have big marketing budgets. That's not a criticism, it just means you usually pay a little more for the product (as they have bigger over heads), but you also get piece-of-mind (as the product is usually already proven).

Sales people do not work on a 100% success rate. Rejection is part of the job. If a sales person can't handle rejection they are in the wrong industry. Most salespeople will know their conversion rate. They will know for every 100 calls, there will be 50 "no's", 30 "please call back" and 20 "tell me more". It just comes with the job.

Secondly, cold calling is all relative. If i was looking to sell advertising space in a local newspaper at £20 per advert, I want to contact lots of companies in a day. Therefore, I would not research the business's, I would simply get on the phone and bang out the calls. Visa-versa, if I was selling a be-spoke computer system to a multi-national company I would be looking to research this company in depth first. This could take time, may be all week! When I do then call them, (I am still cold calling), but I am simply ringing the company, finding the decision makers and asking for their email address. I then simply play the game slow, probably having a few phone calls even before suggesting a meeting.

I have worked in sales for many years. I have also sold many products for many different companies. Although there are things that will help, there is no right or wrong. Some weeks I sell nothing, some days I earn a months salary.

I guess that's why I love the industry so much.

 

Agree entirely with what you have said, i just didnt want to have to type it!

I think it is interesting to see the differance between
a) those who cold call
b) those who are in sales, but don't like cold calling
c) those who answer the phone to cold callers.

I would like to add to points that i think no one else has mentioned.

Firstly, lots of people have said they either don't like cold callers or refuse to speak to them. That's fine. You are probably the same people that are not open to change or new ideas and always only ever deal with established brands who have big marketing budgets. That's not a criticism, it just means you usually pay a little more for the product (as they have bigger over heads), but you also get piece-of-mind (as the product is usually already proven).

Sales people do not work on a 100% success rate. Rejection is part of the job. If a sales person can't handle rejection they are in the wrong industry. Most salespeople will know their conversion rate. They will know for every 100 calls, there will be 50 "no's", 30 "please call back" and 20 "tell me more". It just comes with the job.

Secondly, cold calling is all relative. If i was looking to sell advertising space in a local newspaper at £20 per advert, I want to contact lots of companies in a day. Therefore, I would not research the business's, I would simply get on the phone and bang out the calls. Visa-versa, if I was selling a be-spoke computer system to a multi-national company I would be looking to research this company in depth first. This could take time, may be all week! When I do then call them, (I am still cold calling), but I am simply ringing the company, finding the decision makers and asking for their email address. I then simply play the game slow, probably having a few phone calls even before suggesting a meeting.

I have worked in sales for many years. I have also sold many products for many different companies. Although there are things that will help, there is no right or wrong. Some weeks I sell nothing, some days I earn a months salary.

I guess that's why I love the industry so much.

 

[cjd]

Firstly, lots of people have said they either don't like cold callers or refuse to speak to them. That's fine. You are probably the same people that are not open to change or new ideas and always only ever deal with established brands who have big marketing budgets. That's not a criticism, it just means you usually pay a little more for the product (as they have bigger over heads), but you also get piece-of-mind (as the product is usually already proven).

That's an incorrect assumption.

My company gets upwards of 20 selling attempts per day mostly wanting to talk to speak to me or my other director - if we took them, that's all we'd be doing all day.

On top of that, by email, I get around a dozen invites to conferences (per day!), usually 1 or two recruitment 'consultants' harassing me and several opportunities to buy advertisng space in whatever mag has paid for junk mail activity this month. As well as the hundred or so that go straight into junk mail and all the other chinese and viagra crap that seeps through.

The truth truth is that the direct marketing industry has flooded the market with junk media, the most intrusive being junk calls and most people are sick of it. We have neither the time nor desire to listen to every cold pitch we are likely to receive in order to hear the one in a thousand that might be of interest.

The reason that this thread talks so much about getting past the gatekeeper is because we NEED one.

 

[KM-Tiger]

Firstly, lots of people have said they either don't like cold callers or refuse to speak to them. That's fine. You are probably the same people that are not open to change or new ideas.........

Wrong. And both arrogant and insulting.

But at least you have crystallised just exactly why many cold calls make people angry.

 

[Neil Warren]

I’m with you Successful Selling, well said!

It’s amazing though, isn’t it, that the telecoms industry at large appears to be the most strident in withholding names and numbers? In one of my guises I research companies with sales teams, exactly to provide the top quality data, being mentioned as essential, elsewhere on this thread. Past users of this data would indeed have been the O2’s and Oranges of this world, wanting to conduct mail/tel/email campaigns to talk to sales team bosses about the marvellous benefits of mobile telephony, with which they could equip their staff.

These days though, I can pretty well guarantee that if it’s a telco they will join the 10% of all such companies who adopt a “no-names” policy. And if you do not have the name – you aren’t going anywhere past the gatekeeper. I seem to recall that BT would not even put us through to “sales”!!

If you want to see what kind of trouble this can get firms like O2 into, check out ModernSelling.com.

But other, new, classic examples of the total hypocrisy that often lies behind this arrogant corporate behaviour are a division of Newquest we encountered – with hundreds of telesales staff making outbound cold calls – listing their main switchboard number on CTPS. And most recently I discovered that Experian, who make a substantial amount of their vast income selling personal and business contact details, have now joined the “no-names” party!!!

Of course, if you are a prime target, you are going to have to devise some sort of filtering system to deaden the “noise” of a free market economy. But any and all marketing and selling activity is “junk” or “cold” to some degree, when it is in the introductory phase. And Vodafone’s assertion (when I recall quizzing their gatekeeper about the policy) that “our director’s/managers/buyers have perfect market knowledge and can find out everything about any new product or service area they might one day be interested in, as and when they get interested” is just the load of BS that it sounds. And actually – to their credit – Vodafone Corporate are one of the few telco’s who are back in the name game – believing now no doubt that it is, after all, “good to talk”.

 

[cjd]

So, those that make a living out of the industry, think it's a great idea; while those that have to put up with the consequences don't.......

 

[Successful Selling]

That's an incorrect assumption.

My company gets upwards of 20 selling attempts per day mostly wanting to talk to speak to me or my other director - if we took them, that's all we'd be doing all day.

On top of that, by email, I get around a dozen invites to conferences (per day!), usually 1 or two recruitment 'consultants' harassing me and several opportunities to buy advertisng space in whatever mag has paid for junk mail activity this month. As well as the hundred or so that go straight into junk mail and all the other chinese and viagra crap that seeps through.

The truth truth is that the direct marketing industry has flooded the market with junk media, the most intrusive being junk calls and most people are sick of it. We have neither the time nor desire to listen to every cold pitch we are likely to receive in order to hear the one in a thousand that might be of interest.

The reason that this thread talks so much about getting past the gatekeeper is because we NEED one.

Why is this an incorrect assumption? Yes, lots of companies that call will be time wasters, however, if you don't have time to answer every call or read every email, (which lots of people don't), then you won't know about the guy who called yesterday and can help your business increase it's turnover or reduce it's overheads. As I said, there's nothing wrong with this. it just means when you decide to look for help, it will cost you more time, effort and money to find the right support.

I spoke to a Gatekeeper a around 24 months ago. I specifically remember her because she was very good at her job. She wouldn't put me though to anyone and was very insistant that if her bosses wanted me they would contact me. (Of course, it never happened).

3 weeks ago, I got a phone call from her boss introducing himself and asking if we could help his business. It turns out their main competitors have aquired this new system and it's losing them a lot of business. I looked back though my notes and first made contact with their competitors the same day I first tried to contact them. The differance was their boss listened to what I had to say.

Gate keepers are great. But they may be costing your business money and/or potential opportunities. When was the last time you asked your Gatekeeper for a list of all the companies who had called in the last month, what those businesses were offering, why it would benefit your business and how much it would cost?

 

[cjd]

Why is this an incorrect assumption?

You made an assertion that the people that would prefer not to receive sales calls are:

"probably the same people that are not open to change or new ideas and always only ever deal with established brands who have big marketing budget"

I'd like to see your (non-anecdotal) evidence to support what has been pointed out is an insulting and arrogant statement. And is also, in my opinion, simply a way of rationalising away the self evident fact that most people hate cold callers - for very good reasons.

 

[Mattonella Tile Studio]

I prefer not to receive sales calls, the main reason being I would rather receive messages in an alternative format (mail or e-mail). This neither makes me not open to change or new ideas, or only dealing with established brands.

 

[fed-up]

I personally write to the company and let them make their own minds up whether they need my services or not.

 

[adam_uk]

I'm afraid, those who have been in the industry for sometime, don't see that change is coming and it's coming fast.

You will notice that a great wave is coming and that way is saying, "be professional, QUALIFY the businesses you wish to call."

It's a myth, when people say, "Oh, it's a numbers game." This is one worst advice given to sales people and anyone in business because the fact is this:

Time is money. It's not how many seeds you throw but rather, how many seeds you throw on a fertile ground. If you throw seeds on a rock, you will get nothing. You throw seeds on a place you researched, you know is solid soil, you know it's rich with minerals, you know and qualified it, then the harvest will be big.

You see, I rather call 50 people who I QUALIFIED and get result than 50 people or companies that I haven't qualified. I am not calling to beg. I am calling because I got awesome products and service.And I intend to qualify each one of these companies.

How come, when people are at the start, they will call anyone and everyone but when they get to CEO level, Oh, it's a total different thing now. No, now, "I will ONLY call the one who qualifies."

Because their attitude is better, their self image is higher and they do business, they vist companies as though they are MEANT to be there. You can feel their charisma and confidence. Attitude is the key to sales. The first step in selling.

This attitude should be in the very begining of ones journey as an entrepreneur.

In 1970's, 80s, 90s, the norm was and it' teaching, "It's a numbers game pal. Call many and you will find your clients." Or, "prospect as many people as you can and then you will find the ones you are looking for because...it's a number's game."

Times are changing people. It's time to network, time to go to early morning meetings where many directors go. Time to stop buying leads as though I'm some company who is just a name and a number, and step in the arena or bold enough to walk into my company and say..

"Hi, I need to speak to," and then have some people's skills to be nice to my P.A and learn about diverse personality.

People concentrate on calling and not enough in researching a company, the personality of the director, the personality behind the desk, the name of the one who is in charge of buying.

When I go to a company, I don't even call! I go right up to the company, in the reception and say, "Hi, Sharon, my name is Adam. I would like to know who is in charge of buying in your company."

After she asks me questions and I use my people's skills. I know if she is a dominant personality, cautious, influence or cautious and I use that knowledge to talk to the gate keeper.

9/10 the person behind that desk or P.A. gives me the name of the person, and contact number. I don't need to talk to the CEO if the CEO has given someone the authority to make a decision.

No matter what it is, calling on phone or going to the company, the first thing is this, which many forget:

1. Controlling your attitude. If you call, or if you visit the company with a negative attitude and low perception in your head, you will get low results in first place. The ones who succeed are the ones who love what they do with passion. They believe their product is the best but they don't down someone about it but show the benefits to the company by finding more about the company needs.

2. Effective prospecting. Cold calling me, and you don't know me, or know who I have given responsible to buying is a bad call.

3. Tailored presentation, by first asking the right questions on the company needs, and understanding the personality of the person you're delivering it too. If you deliver to someone who is dominant then know..a dominant personality want you to be brief, and want to know the bottom line. Not speel of half hour of even 15 mins. 5 minutes and if you can't tell me your product benefits for my company, it's over. You haven't done your homework.

4. Asking for business e.g the biggie mistake - ask for referrals.

5. After -sales service. Here is where I make more money. Right at number five. And I thank all the entrepreneurs who don't do this because I get their clients and they stay with me because of the after sales service.

It's a people's business and you may cold call many and get result but if you call AFTER you qualified, then you will get more result.

 

[fed-up]

Good post Adam, i use referals in the domestic market which is the best method out there.Always gets results and can keep you very busy indeed if done properly.


Mark

 

[Neil Warren]

So, those that make a living out of the industry, think it's a great idea; while those that have to put up with the consequences don't.......

Do you think, on the other hand, that the whole B2B telecoms industry, be it "Modern & Sophisticated Telephone Services for Small Businesses" or two tins with a bit of string would be better off, or worse off, if all the outgoing calls that had not been personally requested were to cease, today? And so are you making a living out of "the industry" if, by that, you mean anyone who lifts the telephone to call up and see if prospect A, B or C (ideally well researched, and following up a beautifully crafted and very expensive mail shot explaining in detail how and why a known problem can be solved), is interested - now, next week, next month, next year or never? And, even if you do get all of your current business by "word of mouth", is that not just a euphemism for noting that people in your existing client base are making those sales calls for you? As in "Hello John, didn't you mention to me the other day that you were thinking about getting a new phone system? Ah great, well let me just tell you about this new system we've bought.....".

As I say, by all means think of a suitable method for screening and filtering unwanted calls in the same way as viagra spam, but don't damn the whole enterprise, or throw the baby out with the bath water. Your current popularity of product may not last forever, to the point where you do indeed have to think about other sales & marketing avenues and, come that day, you too might find that a concrete wall from a decent prospect that your research says is perfect, (won't take any calls and hasn't responded to you mail/email) will be galling enough for you to conclude that he/she is somewhat backward in their thinking, closed to new ideas, solutions etc..

I'm pleased you're doing well with your current plan though, of course.

 

[cjd]

As I continue to say, but to no obvious effect - I have no problem with the industry. I provide services to both call centres and telesales operations. Provided they are operating legally, what they do is their business.

I have also used telesales reasonably effectively in the past (but not for Voipfone) and may well do so again in the future.

My only point is that telesales people continue to fool themselves that their calls are welcomed by their recipients and that those who refuse their calls are stuck in the mud old buffers.

I would respectfully suggest that those who think way, need to listen a bit more to what is being said here and think a little about it if they wish to improve their businesses. 60,000 calls sent to our anti-sales line, 166, should tell you all you need to know about what end users think of the majority of sales calls.

 

[Neil Warren]

...or, possibly, you are guilty of generalising and stereotyping a bit too much, with the effect that "people" tend increasingly towards thinking that all sales calls and therefore all sales people are pushy, unwelcome and unwanted. For example, you say on the one hand that those in "the industry" seem to find cold calls acceptable, and clearly that you do not, but then accept that you supply "the industry" and indeed have and might again actually make such calls yourself. So when you are a telesales person, do you "fool yourself" or do you believe that in the one in ten or twenty times that you conclude a piece of business this way, your call and the information that came with it was "welcomed" by your new customer?

And, furthermore, the 60,000 anti-sales number is meaningless. What was the total number of sales calls made over this same period? How many got through and were welcomed? It's the same sin of generalisation that just attempts to give selling generally, by telephone, visit, mail shot, email networking or any other means a bad name. Otherwise you can just as easily say that the 20 billion items of "junk" mail put unopened straight into the bin is proof positive that no direct mail should be sent and every user of mail shots is fooling themselves that the ones that work are in any way "wanted". Ditto TV ads etc. etc..

We all hate sales done badly, by any method, just like we hate lousy products and services, poor workmanship, rip-offs, rogue traders, government wasting our tax, litter louts and dog poo. But that doesn't mean that all pet owners are fooling themselves that the nation admires or at least tolerates them, now does it?

 

[BarryM]

I like to receive sales calls - it's a good way to hear about stuff - but only when they are honest and get to the point in the first 10 seconds. If I'm interested I'll talk on. Sadly in my experience 95%+ of cold callers are either muppets in a call centre or all flap and no propeller.

 

[cjd]

...We all hate sales done badly, by any method, just like we hate lousy products and services, poor workmanship, rip-offs, rogue traders, government wasting our tax, litter louts and dog poo. But that doesn't mean that all pet owners are fooling themselves that the nation admires or at least tolerates them, now does it?

All I can say is that from my own personal experience, my conversations with others, the comments here from non-industry people and from the extraordinary use of our 166 service; the vast majority of calls that small businesses receive are unwelcome and disliked.

If you have evidence to say otherwise then let's see it.