Rude Receptionists- Telemarketing

[debbidoo]

This problem is getting worse. I have no problem with people writing to me with details of a new product. I can look at it and make an immediate decision to bin it at once or keep it to follow up later, when it's convenient for me.

I absolutely agree with you there, David. I'd actually rather get spam mail than spam phone calls (I'm going to regret saying that in a public forum, aren't I? ) Half the people who call me speak either too quickly or too quietly for me to really 'get' what they're selling, and if I'm busy I'm only listening with half an ear. Send me an email or a letter, on the other hand, and I can give it my full attention.

Telemarketing is intrusive, and made at times that are convenient for the marketer not for me. In the past I've been polite initially, but people who don't listen or who imply that I'm thick for not buying their wonderful product soon get the sharp end of my tongue. Arrogant gits.

I actually told one - very loudly - to eff off* once, much to the surprise of my colleagues nearby Mind you, she was from one of those fake publishing places and was chasing payment for a fictitious ad in a fictitious charidee mag, so I felt fully justified

I hasten to add that I'm not normally as rude and unprofessional as that, but this woman had been hounding me for months and I'd simply had enough

 

When I first started in business, I used to get strangely excited about the prospect of a sales call. Not because I had any intention of advertising with their publication but because it mean't meant that I was getting 'out there' and running a business

The excitement lasted approx a week however and then I developed what I thought was a good strategy for politely but firmly saying 'no'. I always promised myself though that I would never ever be rude to a caller because after all, they were just doing their job etc etc....

But this is becoming increasingly harder to do (remain polite that is). I do understand what you are saying but I think you a re being a little naive (sorry) if you think that receptionist only receive 'several' calls of this nature each day. I would imagine that in many instances, it is much more then that!

 

[spigwell]

I think that having to enlist into the TPS to stop these calls is wrong. Opt out schemes like this are in my opinion wrong. They should of been set up to allow people to opt in, that would of been a lot fairer and a lot clearer.

regards
Gary

P.S I have a really bad toothache today and have a mood on me that could turn milk sour. DO NOT COLD ME TODAY !!!

 

[Alderson Brothers Print]

I think that a lot of companies miss out on savings due to being rude and not wanting to talk. I do a small amount of cold calling myself, I try to not make it a sales call and state this at the start but simply ask a few questions to establish if this person is a good target. So when I do begin to introduce myself/company I know that they can benefit from my service. All I aim to do in a cold call is introduce myself and company but when you do come across rude people they don't even wish to get that far into the converstion.
I know that the people I am calling on can benefit from my service, improving quality and saving money. But they will only ever know this if they are willing to talk. So it seems like they are wasting my time when they do not wish to listen to me for 2 minutes of there day.
Research is obviously essential!

If I know that I can save you money and improve your quality would you not want to talk ?

Wouldn't the call be beneficial to you rather than automatically classed as an annoyance from the moment you realise you don't know me?

Luke

 

[spigwell]

I think that a lot of companies miss out on savings due to being rude and not wanting to talk. I do a small amount of cold calling myself, I try to not make it a sales call and state this at the start but simply ask a few questions to establish if this person is a good target. So when I do begin to introduce myself/company I know that they can benefit from my service. All I aim to do in a cold call is introduce myself and company but when you do come across rude people they don't even wish to get that far into the converstion.
I know that the people I am calling on can benefit from my service, improving quality and saving money. But they will only ever know this if they are willing to talk. So it seems like they are wasting my time when they do not wish to listen to me for 2 minutes of there day.
Research is obviously essential!

If I know that I can save you money and improve your quality would you not want to talk ?

Wouldn't the call be beneficial to you rather than automatically classed as an annoyance from the moment you realise you don't know me?

Luke

The thing is Luke I get a lot of phone calls every single day of the week claiming the exact same thing. I regularly have energy companies call me saying they have the best rates in the market and can gtee me savings on my fuel bills. If I get 10 of those calls a week I am lucky. Now the way I see it is that 9 out of 10 of those companies that call me must, by there own pitch, be telling me lies.

Are all of these companies that regularly phone me up with great savings under the impression that I am unable to source out good deals myself? do they automatically assume that I like to pay the highest prices for services they are trying to sell me? So until I the potential customer gets some respect from these cold callers then they are indeed an annoyance.

Regards
Gary

 

[Alderson Brothers Print]

I understand and with things like gas/elec etc... cold calls on these subjects are annoying. Where you have big call centres dedicated to hounding people I would have to totally agree. For example though I work for a highly respected company and we cold call people to introduce ourselves and attempt to build relationships with certain people, mainly purchasers and print buyers of companies. My point would be are purchasers and buyers doing their jobs effectively if they are employed to buy effectivley but don't want to hear valid proposals.

I think there are different types of cold calls and people should recognise the difference between a positive one that could help and a waste of time. To do this they need to let the caller talk for at least 10 secs .

Regards
Luke

 

[UKSBD]

I do a small amount of cold calling myself, I try to not make it a sales call and state this at the start but simply ask a few questions to establish if this person is a good target.

You sound like the type I hate most, I'll tell you why.

It's because of this type of cold call that people on the end of it have to be
on their guard which reflects badly when we receive genuine calls.

Because of callers like you I no longer answer the phone with my name
and are always cautious for the first few seconds.

 

[David Griffiths]

I try to not make it a sales call and state this at the start but simply ask a few questions to establish if this person is a good target.

The old "this isn't a sales call" technique. Yes, I really believe that.

If people tell me that it isn't a sales call, I sometimes reply that they won't be bothered if I don't listen to it then.

If I know that I can save you money and improve your quality would you not want to talk ?

(a) How do you know? Do you know how much I am paying? Do you know who my printer is? Are you saying that I'm not getting the best quality out of him?

Sorry, that's rubbish.

(b) Contrary to popular belief, many many things aren't bought with price being the sole, or even the main, factor.

I know that I pay more for office supplies than if I use Viking. I don't care.

I know that there's probably somebody somewhere, quite a lot of people in fact, who will do my printing cheaper. I don't care.

I know that there are lots of people out there who will do accounts for my clients more cheaply than I do. Most of them don't care - and I know because we've asked them. The firm that did the service said the score for value for money from our clients was the highest they'd ever seen.

They value the relationship that we have, and the service that we get. Same for me with my suppliers.

If you live by price, you will die by price. Just don't waste my time while you are doing it.

 

[Alderson Brothers Print]

I will be responding to this later when I have finished calling !

 

[David Griffiths]

I will be responding to this later when I have finished calling !

Drat! I was hoping to save some poor soul from an interruption. Still, I suppose that it would only be postponing the inevitable.

 

[Alderson Brothers Print]

You sound like the type I hate most, I'll tell you why.

It's because of this type of cold call that people on the end of it have to be
on their guard which reflects badly when we receive genuine calls.

Because of callers like you I no longer answer the phone with my name
and are always cautious for the first few seconds.

I feel this comment is rubbish UKSBD for starters hate is a very strong word. As from the way you talk I can tell you have a chip on your shoulder about this subject.
Why is it such a problem to ask someone a few questions about their company, show a interest. You are obviously a very narrow minded sad little man.

I hardly ever cold call, when I do I am polite and usually talk about other things rather than what I offer to start with. I put a lot of research into a company before I call them so that when I do I am certain I can help them.

I don't pester people and was simply making a few comments about the topic, so get off your high horse and take a chill pill they are only phone calls... you know communication!

Luke

 

[Alderson Brothers Print]

The old "this isn't a sales call" technique. Yes, I really believe that.

If people tell me that it isn't a sales call, I sometimes reply that they won't be bothered if I don't listen to it then.



(a) How do you know? Do you know how much I am paying? Do you know who my printer is? Are you saying that I'm not getting the best quality out of him?

Sorry, that's rubbish.

(b) Contrary to popular belief, many many things aren't bought with price being the sole, or even the main, factor.

I know that I pay more for office supplies than if I use Viking. I don't care.

I know that there's probably somebody somewhere, quite a lot of people in fact, who will do my printing cheaper. I don't care.

I know that there are lots of people out there who will do accounts for my clients more cheaply than I do. Most of them don't care - and I know because we've asked them. The firm that did the service said the score for value for money from our clients was the highest they'd ever seen.

They value the relationship that we have, and the service that we get. Same for me with my suppliers.

If you live by price, you will die by price. Just don't waste my time while you are doing it.

I research a company before I call them I will know every aspect of their business before I even consider speaking to them.

Please don't just assume you know how I do my job which only has a percentage of calling anyhow.

Did I say it was all about price, no!

I said if I feel I can help a company, build a positive relationship with them,improve their quality (which I would of seen prior to calling), acheive a better price etc... then I know that they caan benefit from my service.

Luke
Luke

 

[Alderson Brothers Print]

Also .....

You don't care you can get a better price?
You don't care you can get a better service?
You don't care you can get a better quality?

So what do you care about, it sounds to me that you are also narrow minded!

Real effective buying guys!

 

[David Griffiths]

I research a company before I call them I will know every aspect of their business before I even consider speaking to them.

Please don't just assume you know how I do my job which only has a percentage of calling anyhow.

Did I say it was all about price, no!

You said "If I know that I can save you money and improve your quality would you not want to talk ?"

I said how can you know that? I didn't assume that I know how you do your job.

I research a company before I call them I will know every aspect of their business before I even consider speaking to them.

That's quite a claim.

And I still don't want to be interrupted by people like you.

 

[spigwell]

Also .....

You don't care you can get a better price?
You don't care you can get a better service?
You don't care you can get a better quality?

So what do you care about, it sounds to me that you are also narrow minded!

Real effective buying guys!

Has someone had a raw nerve touched by any chance???

 

[AdvantageMedia]

I agree that we should all provide professional courtesy BUT we often receive in excess of 40-50 cold calls a day....its both annoying and frustrating....My staff get it in the neck from me when they ask if I want to speak to A N OTHER SEO (that would be the 6th SEO firm today) errrr......NO THANKS! If these SEO firms believe so much in that targetted customers flood in from there Alchemy then why do they feel the need to call me 20 times a day?

 

[David Griffiths]

Also .....

You don't care you can get a better price?
You don't care you can get a better service?
You don't care you can get a better quality?

I've already explained that I don't care if I can get a better price. Actually, I know that I can.

And I know the level of service and the level of quality that I get. I'm more than happy with it. I don't want to waste my time dealing with other people who think that they can do better. Most of them will be wrong in any event.

So what do you care about, it sounds to me that you are also narrow minded!

Real effective buying guys!

I've told you what I care about, Really effective relationship building.

I've also told you what I dislike most about telemarketers - those who imply that I am thick for not buying their wonderful products. Just like you have done. Couldn't resist it could you - really effective selling, sir!

Edit: Just noticed that you couldn't resist name calling in your reply to UKSBD, either.

 

[Alderson Brothers Print]

You build a relationship from scratch if you don't start building new ones then I think that is narrow minded.

 

[UKSBD]

I feel this comment is rubbish UKSBD for starters hate is a very strong word. As from the way you talk I can tell you have a chip on your shoulder about this subject.
Why is it such a problem to ask someone a few questions about their company, show a interest. You are obviously a very narrow minded sad little man.

I hardly ever cold call, when I do I am polite and usually talk about other things rather than what I offer to start with. I put a lot of research into a company before I call them so that when I do I am certain I can help them.

I don't pester people and was simply making a few comments about the topic, so get off your high horse and take a chill pill they are only phone calls... you know communication!

Luke

90% of the ones who ring me are thieves

 

[debbidoo]

As from the way you talk I can tell you have a chip on your shoulder about this subject.

Luke, I think you're missing the point a bit here, which is this: a LOT of people have a problem with cold callers. Don't try to pin this on UKSBD as a one-man crusade against cold callers - the fact of the matter is, a lot of people find cold calling to be intrusive, a distraction, and a general annoyance.

Why is it such a problem to ask someone a few questions about their company, show a interest.

Because nobody asked you to, that's why. Cold callers are not actually showing an interest in the company; they're showing an interest in what the company might be prepared to spend. Big difference.

You are obviously a very narrow minded sad little man.

Resorting to personal attacks is unprofessional and is not helping your argument

I hardly ever cold call, when I do I am polite and usually talk about other things rather than what I offer to start with.

Yes, but you're still cold calling. You're still calling someone without their invitation to do so. It's still distracting, it's still intrusive, and it's still annoying. You can dress it up as much as you like, but it's not going to change the fact that it's an uninvited call.

I put a lot of research into a company before I call them so that when I do I am certain I can help them.

I don't think it's as straightforward as that. How can you ever be sure? These people from yell and applegate that call me, asking me to upgrade to a paid ad - the minute they say "I'm from Yell" I say, politely: "Thanks for calling but I don't currently have the budget to upgrade. I won't waste your time, but thanks anyway." Why then do they insist on continuing with the rest of their sales spiel? I'm not suggesting you use the same tactics Luke; what I'm saying is that calls like those give cold callers a bad name, and so cold callers who don't use underhand tactics therefore have to work that bit harder to get their jobs done. This is the reason you're meeting so much resistance here - it's nothing personal.

I don't pester people and was simply making a few comments about the topic, so get off your high horse and take a chill pill they are only phone calls... you know communication!

At the risk of sounding like a stuck record: intrusive, disruptive, uninvited and annoying

 

[AdvantageMedia]

Telephone marketing is so last millennium! lol

 

[David Griffiths]

Telephone marketing is so last millennium! lol

But a good squabble is timeless!

 

[Alderson Brothers Print]

I get a good response from over 90% of my calls.

 

[AdvantageMedia]

But a good squabble is timeless!

Oh yes! Agreed. Lets start a thread on the use of SPAM emails?......(touch paper lit!)

 

[spigwell]

I get a good response from over 90% of my calls.

Try phoning me and I will soon change that statistic.

 

[Alderson Brothers Print]

Number to get you on?

 

[sysops]

I do a lot of telemarketing and basically I am very polite and friendly to receptionists even if they are rude to me but when they think that they own the company and have the right to make decisions on behalf of other employees in the company!

We have a laminated list up on the wall of "companies you are allowed to hang up on". These are telesales companies who repeatedly call, and just won't stop. I encourage all my staff to simply hang up on them. They have my full authority.

Perhaps other people do the same?

What you don't understand is the cost to businesses like ours of answering an additional 50 calls a day, all from people like you.

 

[Alderson Brothers Print]

'People like you'

Very business like

 

[AdvantageMedia]

Try phoning me and I will soon change that statistic.

Hahaha spigwell....yep unless you are wanting buy some flyers or leaflets from me Alderson Brothers Prints statistic of 90% will soon lower...we used to employ 5 telesales people 8 years ago then the Internet became a much more interesting proposition....lol

 

[KM-Tiger]

Also .....

You don't care you can get a better price?
You don't care you can get a better service?
You don't care you can get a better quality?

So what do you care about, it sounds to me that you are also narrow minded!

Real effective buying guys!

Can we kill this BS once and for all! There are many business people who care deeply about all of those things, but don't believe that accepting cold calls is the best way to progress them. There are a lot of other methods to achieve those ends which are far more effective.

 

[AdvantageMedia]

No disrespect but if you want to save money in printing you look on Google you type the product you want and hey presto 3 minutes of searching will find what you are looking for at the lowest price in the market place....customers know this and so dont sit around awaiting another annoying call from another printing company selling flyers! But maybe I am wrong maybe its better to spend a small fortune calling people who dont want the annoying call in the 1st place.....now where were we on SPAM emails.....?

 

[spigwell]

Number to get you on?

here you go.
0845 0700707
or direct
02072913320

regards
Gary

 

[AdvantageMedia]

We have a laminated list up on the wall of "companies you are allowed to hang up on". These are telesales companies who repeatedly call, and just won't stop. I encourage all my staff to simply hang up on them. They have my full authority.

Perhaps other people do the same?

What you don't understand is the cost to businesses like ours of answering an additional 50 calls a day, all from people like you.

sysops love the idea....will implement it this afternoon!

 

[Alderson Brothers Print]

Look forward to speaking with you.

Dazza.... I won a £105,000 pound order for an 100pp catalogue last year through a cold call and could list a few good relationships built as well.

Maybe I am wrong was it really worth it

 

[AdvantageMedia]

Look forward to speaking with you.

Dazza.... I won a £105,000 pound order for an 100pp catalogue last year through a cold call and could list a few good relationships built as well.

Maybe I am wrong was it really worth it

Well done Alderson Brothers Print....how many people got fed up with you calling to get that one order? I have 12 years experience in telesales and its my personal belief that it has a negative impact on business...but well done on the order....incidentally if you are printing that kind of work you clearly are selling trade to trade? So it may be more effective in your market....not in ours.

 

[Alderson Brothers Print]

pre-press:

Alderson Brothers have implemented an ISO12647-2 colour managed environment. This ensures that our customers benefit from the maintenance of the very highest colour standards.

· Fuji VX 9600 automatic B1 Violet CTP system
· 4 x G5 Apple Macs
· Apple xraid 7 terabyte data storage
· 2 x Harlequin RIPs running Fuji Rampage eps workflow delivering 100% data integrity
· 2 x Fuji RIPs running Fuji GMG colour managed software producing ISO12647-2 colour accurate proofs
· 2 x Epson Stylus Pro 9800 large format inkjet proofers
· B1 Dainippon wet proofing
· 24/7 working



printing (web):


Goss M600
16 page 6 colour web offset printing press
This machine prints paper on reels from 70gsm to 200gsm, 1 to 6 colours on both sides of the sheet, at the rate of 70,000 sheets per hour (delivering 560,000 A4 images every hour). This machine can deliver flat sheets, or A4 and A5 folded sections. Maximum sheet size 630x965mm.


Goss M600

16 page 6 colour heatset web offset printing press
This machine prints paper on reels from 70gsm to 200gsm, 1 to 6 colours on both sides of the sheet, at the a rate of 50,000 sheets per hour (delivering 400,000 A4 images every hour), plus the application of in-line re-moist glue and pattern perforation. Maximum sheet size 630x965mm.
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[/FONT]
printing (sheetfed):

NEW Heidelberg Anicolour Speedmaster CD 52
4 colour printing press with coating unit
Maximum sheet size 360x520mm, maximum image size 340x510mm

Mitsubishi Diamond 3000
12 colour 6/6 perfector
Maximum sheet size 720x1040mm, maximum image size 700x1020mm

Heidelberg Speedmaster CD 102 (2 machines)
6 colour printing press with coating unit
Maximum sheet size 720x1020mm, maximum image size 705x1015mm

Heidelberg Speedmaster 102
6 colour (perfecting) printing press
Maximum sheet size 720x1020mm, maximum image size 695x1015mm

Mitsubishi Diamond 1000
6 colour with coating unit
Maximum sheet size 520x720mm, maximum image size 500x710mm

Heidelberg Speedmaster 52
2 colour printing press
Maximum sheet size 360x520mm, maximum image size 340x510mm

Heidelberg Foiling Cylinder
foil blocking and die-cutting press
Maximum sheet size 500x760mm, maximum image size 480x750mm

Heidelberg Foiling Platen (2 machines)
foil blocking and die-cutting press
Maximum sheet size 360x520mm, maximum image size 340x500mm

printing (point-of-sale):

NEW HP 8500 Turbo Jet
4 colour digital printing press
1,600mm wide x 3,600 long, printing onto paper, board, plastic and fabrics

NEW HP Design Jet (2 machines)
4 colour digital printing press
1,575mm wide x unlimited length, printing onto paper, board, plastic and fabrics

COMING SOON KBA Rapida 205 Super wide format (2,050x1,500mm)

COMING SOON KBA Rapida 165 Large format (1,650x1,400mm)[FONT='Times','serif'][/FONT]
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[FONT='Times','serif']printing (digital):[/FONT]

NEW Hewlett Packard 5500 Indigo
7 colour digital printing press
Maximum sheet size 328x479mm, maximum image size 315x447mm

Hewlett Packard 3000 Indigo
7 colour digital printing press
A3 maximum size

Roland Dicopress
4 colour digital printing press
500mm wide reel-fed machine for duplex printing

Xeikon 320DX
4 colour digital printing press
500mm wide reel-fed machine for duplex printing


finishing:


Billhofer Laminator
gloss and matt film lamination
Maximum sheet size 720x1020mm

Sanwa
die cutting, creasing and perforating machine with automatic stripping
Maximum sheet size 720x1020mm

Crosland Platen
die cutting, creasing and perforating machine
Maximum sheet size 720x1020mm

Heidelberg Cylinder (2 machines)
die cutting, creasing and perforating machine
Maximum sheet size 640x900mm

Heidelberg Platen (4 machines)
1 colour printing, die cutting, creasing and perforating machine
Maximum sheet size 230x320mm

Dora (2 machines)
gluing and mechanical pocket/folder assembly line

Moll (2 machines)
gluing and mechanical pocket/folder assembly line

Muller Martini
8 station binding line with cover feeder

Macey
6 station binding line with cover feeder

Stahl
mailing machine, complex folding, gluing, numbering and slitting

MBO Hunkeler (2 machines)
mailing machine, complex gluing (hot, cold and removable), perforating and numbering

· Longford card folding line
· 6 x Polar flowline guillotine machines
· various Stahl and MBO folding machines
· in-house laser driven die making
· on-site hand finishing[FONT='Arial','sans-serif'][/FONT]
· storage and distribution[FONT='Arial','sans-serif'][/FONT]

 

[Alderson Brothers Print]

Obviously.

Good debate I am out

 

[UKSBD]

I take eveything back.
I've just been offered the chance to sue my employer for the fact I stubbed
my toe in the office this morning.

 

[AdvantageMedia]

Wow thats a whole load of printing plant....er I mean lease payments. Good luck with you telesales. (oh BTW if you signed up (paid for) and put your link in the signature you would have been doing your site a whole load of good with this debate)...I am assuming you have a website....lol

 

[wecandobiz]

It is a shame such debates turn into cat fights.

I have a company that does telephone lead generation and whereas I can't claim our calls are always welcomed, we make well considered aproaches to companies and conversations that are always pleasant, even if most come to nothing. The point is that when we can see there isn't a need, we stop wasting that persons time. If I have one person who is sharp to me in a week (of some 250 - 300 calls) then it has been a bad week.

Little doubt there are some people who pull down the shutters on any interaction with sales people at all and that's a shame. I am a managing director as well as someone who makes calls to companies I would like to deal with and I think my interest and knowledge of the market I am in comes across. A key lesson in any sales calling is to speak in the way of the person you want to speak to. Come across as arrogant and unprofessional and you will bring that attribute out in the person at the other end of the phone. Make a considered approach to enquire as to whether you may do business and you'll be treated with respect and find yourself speaking to tthe right person.

making contact with other businesses to discuss whether you may work together is how the business world goes round. Stick some gobby 20 something on the phone with an attitude and the call (and your reputation) can ony go one way...

Just my 2p worth.

IH