Rude Receptionists- Telemarketing

[scm5436]

Hi there I know this is a quite a strange post but i was wondering if theres anyone out there that can advise me on how i can go about making a website/one page site for me to express my views and possibly list all companies that I speak to with very rude receptionists!!!!

Well I think you're still out of luck, but I did just find this website which is the complete opposite - it lets us complain about Phone Spammers - and even better, filter them out completely if you have a PBX system of some kind (pity they can't do it for home phones...) -

http://www.phonespamfilter.co.uk/automate.php

You can look up numbers, complain about phone spammers, and use their blocking list on your PBX (apparently, haven't actually tried it)...

 

[lockie]

Maybe if a telemarketer had to answer 10-20 sales calls per day whilst trying to do various other tasks often on the phone then maybe they would understand why it should be banned.
Im rude to them and have problem admiting it, im sick to death of constant calls whilst im with other customers or doing work only for someone to try to sell me something even though im on tps. If you cant take the rudeness then stop calling people as its obvious the reason why they are rude, THEY ARE FED UP GETTING THESE TIMEWASTING CALLS ALL DAY.

Ban telemarketing as it wastes so much time in the working day and is intrusive.
Cut 4 off today only for them to ring back,the threat of reporting them to tps worked but it was another chunk of my time wasted.Add this up thoughout the week and the year and its a large amount of time wasted.

 

[wecandobiz]

Maybe if a telemarketer had to answer 10-20 sales calls per day whilst trying to do various other tasks often on the phone then maybe they would understand why it should be banned.
Im rude to them and have problem admiting it, im sick to death of constant calls whilst im with other customers or doing work only for someone to try to sell me something even though im on tps. If you cant take the rudeness then stop calling people as its obvious the reason why they are rude, THEY ARE FED UP GETTING THESE TIMEWASTING CALLS ALL DAY.

Ban telemarketing as it wastes so much time in the working day and is intrusive.
Cut 4 off today only for them to ring back,the threat of reporting them to tps worked but it was another chunk of my time wasted.Add this up thoughout the week and the year and its a large amount of time wasted.

Companies should not be doing sales calls to CTPS registered companies, full stop. Best is to get their full details up front and then drop the CTPS bombshell. If you get more calls from that company after then, report them.

Being rude isn't going to stop people breaching laws, but a £5000 fine might.

IH

 

[Neil Warren]

We're running a story just now about a £7,000,000 fine for mis-selling, http://www.modernselling.com/sales-news-headlines/fsa-record-misselling-fine.aspx
so there are teeth behind some of these initiatives. Only legal calls should be made, and have legal, decent honest and truthful content when they are made.

However, much as I sympathise with the problem of intrusion and time wasting, it is a step to far to be calling for a ban on any and all sales calls. Otherwise I could decide that I don't like the adverts cluttering up my telephone book, local paper, notice board in the supermarket, flyer through the door, garish shop signs all over the high street, poster sites, TV breaks in my favourite film etc. etc.. Or maybe to suggest that I find locks and security to be a painful expense and terrible waste of my time and money. I shouldn't need to have to lock things up. People should be trustworthy, so we just shoot on sight any light-fingered larry or possible/probable tea leaf, then we can all get on with a nice life!

 

[ENS]

You are full of positive replies aren't you spigwell. You must of got bullied at school, everytime someone asks a question you just reply with a negative response. No one wants to hear your views because you are a grumpy old man.

Do you think that you are the only cold caller they have had that day? if I were to listen to every cold caller that phoned me i would waste at least half my day every single day. Now if you are prepared to waste my time like that then you must also be prepared for me to be rude to you should you start mumbling, lieing, misquoting, misleading me or just simply come across as so many cold callers do with a cocky arrogant manner.

I hate with a passion unprofessional cold callers and will be rude to them whenever I can, I will use every tactic at my disposal to discourage them from ever contacting me again, send me cash for my time then you can pitch me whatever product you want and I shall remain curtious throughout. I have done business with cold callers in the past, the cold callers I do business with tend to be extremely professional and this comes across within the first few seconds, come across unprofessional and pay the price for that become professional and I will gladly listen to you.

regards
Gary

 

[spigwell]

You are full of positive replies aren't you spigwell. You must of got bullied at school, everytime someone asks a question you just reply with a negative response. No one wants to hear your views because you are a grumpy old man.

Everytime???

Try to get your facts right and why has it taken you so long to respond to that particular post???

I take it you have run a poll or a survey and asked everyone if they wanted to hear my views?

So in such a short post you have managed to get three things very wrong. The grumpy old man part I will go along with as it is pathetic attempts from idiots to goad me that makes me like that.

I made a post last May as well, why not drag that up and call me on that one as well?

 

[DuaneJackson]

Can i summarise the forums rules for you all? "Be polite or sod off".

 

[achilles]

........ Otherwise I could decide that I don't like the adverts cluttering up my telephone book, local paper, notice board in the supermarket, flyer through the door, garish shop signs all over the high street, poster sites, TV breaks in my favourite film etc. etc.........

Adblock is such a very nice plug-in for Firefox when using the web, though.

 

[MiracleTrainingLimited]

Hi Georgina,

I'm a specialist telesales trainer and coach with 16 years in telesales behind me.. gulp

Your posting is hilarious, the website idea I wouldnt say is a particulary good idea, but started me giggling anyway

I'll say this.... something I "know" to be true.

Why some people are rude and wont listen, in my experience can be down to MANY reasons...Here's a TINY glimpse: Bad day, feel ill, 40 other telemarketers called that week before you did !! not enough research into the prospect and somethings been said that got the goat of the prospect straight away, wrong time of day... The list is endless.

I certainly wouldnt say that I know everything about this... and people who do I think are deluded.. but I do know a lot! 16 years in telesales before starting my company, 11 years in telesales training, from consumers to SME's to multi million pound firms... But going back to what you said, I think you just needed to blow off a little steam... well blown

Miracle Training Limited

 

[Neil Warren]

Adblock is such a very nice plug-in for Firefox when using the web, though.

...and I'm hearing now that Hotmail or somesuch automatically "junk" any email that has come from any source - but delivered at more than 35,000 sends per hour. So this wizzo £18K package the bloke was (cold calling) to sell me is being taken up by the likes of Readers Digest, Telegraph or whoever he quoted - to re-establish delivery levels for bona-fide volume senders.

The thing is, I reckon, that the thought police have a touch too much influence over what is "acceptable" in these digital and telecoms worlds, compared to the non-virtual (is that a double negative?) front door, high street, market square, commercial world. Sure, you get a whole heap of "rubbish" calls, spam, ads etc., but would we prefer a nice, calm, ordered communist style "the bread shop", "the shoe shop" etc.? I mean I don't wear a lot of ladies clothing (these days) so any and all of the girlie fashion shops up and down any high street are "junk" as far as I am concerned, but someone clearly likes them, so I accept that they have the right to exist and to advertise their presence.

 

[Chippie]

Can i summarise the forums rules for you all? "Be polite or sod off".

Very succinct!!

 

[Chippie]

....Hi there I know this is a quite a strange post but i was wondering if theres anyone out there that can advise me on how i can go about making a website/one page site for me to express my views and possibly list all companies that I speak to with very rude receptionists!!!! 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!
Obviously if they have a no names policy or simply don't take cold calls fair enough but there is no need for them to speak to me/other telemarketers the way they do, thinking that they can answer on behalf of others without even consulting the person im calling to speak to and the tone of voice they speak to me in. maybe if i was pushy and rude back then i expect to be spoken to like that but I am fed up with these snotty receptionists thinking they can get away with it- surely the directors of these companies would'nt be happy if they knew how they spoke to people on the phone- i could be a client for all they know!
I am unsure if this would be illegal for me to do, on an actual published website i mean, obviously if i just keep a record for myself I should imagine its ok but i really want to make a wesite and express my views and also so that other telemarketers can add details to aswel, if they like!!!
Anyway sorry to go on....I hope you don't think im crazy because im not, just after 7 years its really starting to annoy me that people can get away with speaking to other human beingsthe way they do, there really is no need!!!

Georgina, I have to say I hate getting cold calls. It distracts me from what I am trying to achieve thus making me less efficient. What I tend to do is this:

If I answer a sales call and the person does not have the common decency to ask if it is convenient to talk, I simply put the phone down. This means that neither of us has wasted much time. If however they do ask the question (which I would estimate happens probably less that 5% of the time) then if I am not busy I will at least listen to what they have to say. However one way to get the phone put down on you is simply to assume that it is convenient for me to talk to you. HTH

 

[MiracleTrainingLimited]

Ditto

No need to be so narky

Chill out

 

[Chippie]

Ditto

No need to be so narky

Chill out

Which post are you responding to? :|

 

[spigwell]

Hi Georgina,

I'm a specialist telesales trainer and coach with 16 years in telesales behind me.. gulp

Your posting is hilarious, the website idea I wouldnt say is a particulary good idea, but started me giggling anyway

I'll say this.... something I "know" to be true.

Why some people are rude and wont listen, in my experience can be down to MANY reasons...Here's a TINY glimpse: Bad day, feel ill, 40 other telemarketers called that week before you did !! not enough research into the prospect and somethings been said that got the goat of the prospect straight away, wrong time of day... The list is endless.

I certainly wouldnt say that I know everything about this... and people who do I think are deluded.. but I do know a lot! 16 years in telesales before starting my company, 11 years in telesales training, from consumers to SME's to multi million pound firms... But going back to what you said, I think you just needed to blow off a little steam... well blown

Miracle Training Limited

Good post.
It is good to see someone who has been in the industry recognising and accepting the fact that not everyone likes telesales to phone them all the time.
gave you your first thanks. I am sure with posts like that it wont be long before you get many more.
Regards
Gary

 

[MiracleTrainingLimited]

Gary,

Thank you very much for your comment, very much appreciated.
One of things I always tell the people I coach/train is to put themselves in the shoes of the prospects.

I think that's why I have done well in my past telesales career and also why I used to have no problem having brilliant conversations with some of the largest companies decision makers.

As I said, this is something I try to instill into all the sales people I train and will train in future.

Thanks again

Miracle Training Limited
www.miracletraining.co.uk

 

[cjd]

As I said, this is something I try to instill into all the sales people I train and will train in future.

Please train them not to say "Hello Mr X and how are you today?" as though they are my very best friend.

Apart from being obsequious it's a real giveaway that it's a sales call and a cue for "I'm fine thanks, goodbye"

 

[MiracleTrainingLimited]

Believe me, I do already.

I get so many telesales calls and usually end up giving them a free bit of training or speaking to their boss

Strange as this may seem to say, telesales people shouldnt be so chirpy UNTIL they know..listen to.. their prospects tone of voice etc

Funny.

Regards

 

[spencergate]

Ah, yes, the "I'm your best mate approach".

We bought diaries & pens to give our customers from a company in the last 2 years. Back in June, their salesman rang me, starting with an "hello, it's fred here, how are you my love ?"

We finally established who he was and why he was calling. I said I wasn't ready to make a decision yet, but had their number, and would call when I was ready to discuss prices.

He then rang me every 2 to 3 weeks, always with the same matey approach, ignoring the fact that every time I asked him NOT to ring me (he always seemed to choose my busiest days).

By mid Sept. I told him that I now regarded his calls as harrassment. Last time he rang I just put the phone down.

We ordered our diaries from someone else. This guy's telemarketing approach LOST them business they would otherwise have won.

 

[blackandwhite1986]

By nature I'm someone that says "mate" a lot (it's a portsmouth thing). However I would NEVER say it within business. Like you spencergate, nothing winds me up more than someone coming across "matey matey".

If I wish to speak to someone then i profer politeness,consideration and professionalism which is what I try to achieve when having to cold call someone

 

[MiracleTrainingLimited]

Well, spencer gate you know where to come for telesales training from now on, totally agree with what your saying.

The answer for telesales people who have so few prospects that they need to "batter" the one's they have is to get more and leave the good ones alone!!

Again, something I teach

Regards

Miracle Training Limited
www.miracletraining.co.uk

 

[Neil Warren]

May I suggest that we now appear to have extended the Rude Receptionists theme into almost a total lifestyle question - in reference to all the different “buyer meets seller” scenarios and preferences we’re outlining here? Spencergate’s example of “too pushy” could easily be countered by countless situations I’ve encountered where a similar “yes, we know who you are, and have your number, and are very happy to use you again, leave us to contact you” has resulted in them drifting off to “try” something else. Then they fail at that, people move around, I spot them using that something else, re-contact them, start the whole process over, get the sale (again) and maybe this time it rolls out.

I would say that 80%+ of all people, no matter how well defined their buying role, are in some way resistant to a sales approach. It’s probably the reverse percentage when they approach the seller, of course, when only 20% will find you and start asking about what you offer but still maintain that sceptical stand-offish style. 80% in that circumstance do at least seem eternally grateful for the pearls of wisdom and product and market advice and information. And they seem to have all the time in the world just then, and happy to use up days of the seller’s time on the most trivial of issues!

But it is one hell of a skill, learnt over a lifetime I suggest, for sales people to be able to work out, in a sentence or two, over the phone, precisely what the level of resistance is, from the whole variety of people we encounter of every age, gender, religious belief, experience and seniority level etc., and so determine the most appropriate course of action to try to ensure successful ongoing dialogue.

So, if you are all going to be perfect, reliable, trustworthy, honest, informed, succinct and steadily employed buyers, it might be fair to expect our sales people to (all) hit the same standards. However if you are going to vary even your individual/personal behaviours, wildly sometimes, for example where you form an orderly queue when you’re on your feet (to buy something, in the Post Office), but feel free to push in front of me when you get in your car, well you might have to expect similar inconsistencies in return.

 

[spigwell]

So, if you are all going to be perfect, reliable, trustworthy, honest, informed, succinct and steadily employed buyers, it might be fair to expect our sales people to (all) hit the same standards. However if you are going to vary even your individual/personal behaviours, wildly sometimes, for example where you form an orderly queue when you’re on your feet (to buy something, in the Post Office), but feel free to push in front of me when you get in your car, well you might have to expect similar inconsistencies in return.

The big difference here is that I for one would stand patiently in a queue because I want something once i get to the end of it. if someone phones me up knowing nothing at all about my company, what I do or what any of my needs are or have been then progresses to tell me what my business needs I get miffed.
One very very important thing to be gleaned from this thread is that on the surface it would look like most people object to cold calls, If you read it properly you would find that MOST people only actually object to the cold calls that come across un-professionally. I think that figures show that on a cold call on the phone you have 22 seconds to make an impression, why waste 21 of those asking if I feel ok? I have never once been asked how I feel withing the first 20 seconds of a conversation anywhere else, not even my own doctor asks me that fast.
I will be the very first to admit I do have a great dislike for all telesales and will be rude at most opportunities however I feel it only right to add that to date I have never been rude,bad mannered, obstinate, awkward, nasty, venomous or wished any misfortune on any that have approached me in a professional manner.
In an industry where over 95% of the people working in it have had more training on product knowledge than they have on technique is it a surprise people feel as they do about it? The avaerage telesales training lasts 2 to 3 days before making the first call, many are less than that and very few are ever more.

Regards
Gary

 

[MiracleTrainingLimited]

Hi,

Quickly scanning the two last replies, I would like to make this point.

From real experience, I have had situations where the call starts off with a slight argument, only because the prospect has had a great deal of seemingly pointless cold calls and is still angry from those, then after a few seconds of information given to the prospect that I "knew" (from pre-research) would interest the prospect they would warm to the idea slightly more, then after more talking and more importantly listening (use 80/20 rule here) the call has ended in a cold call sale, this is not a one off, this has happened on literally hundereds of occasions. Now this is the important bit....

The now customer! has thanked me for my call, sale, attitude, listening skills and matching skills and usually on the type of call I'm talking about can and have done sent in a letter of appreciation.

This is the best possible result of a cold call that I believe you can ever have.

If this type of situation is alien to your company/sales team, call me!

Good luck with business all.

Miracle Training Limited

 

[Barking Mad]

I just wanted to add that I am a one man band telemarketer.

I don't do my job to agravate others. Sometimes I can accept that my calls have not been made at the most convenient time for the receiver. if that happens I always apologise and ask if calling at some other point would be better.

If someone doesn't want to talk with me, I have to and certainly do respect that: I for one don't want to endulge in "converting" those who don't want to be reached by telephone because agravated people (who are agravated for whatever reason) don't buy things - ergo continuing once I've realised that thatis the status quo is fruitless and pointless for me and whoever I might be working for.

I don't believe that being rude on the part of the gatekeeper is right or excusable - but I accept that it happens and it's not my place to try to rectify the failings of their parents in their upbringing, nor clarify how their attitude might affect me as a consumer myself. I simply apologise for taking their time and move on and leave them to their own world.

We all sell. The people very anti telemarketing sell in other ways. Good luck to them! Selling is like transport. I personally don't like planes - but the fact I wouldn't use one doesn't mean they should all be grounded.

Being rude and offensive to someone for no real reason is indicative of a lack of control. It also makes the person being rude less focused on what they're doing themselves. It's terribly destructive for them!

If you get a call and it's not convenient; stay calm and say so. If you don't want a call back, remain controlled and say so too. Doing so will save time all round.

There is good and bad in every industry - not just mine

 

[Ashley_Price]

My immediate question is how do you know they're not the person you need to speak to?

When someone calls and asks to speak to the owner, or to Ashley Price, they are asked who they are and why they are calling - even if it IS me that answers the phone. Then if it's not something I'm interested in, I'll say "Sorry, it's not something we would be interested in."

What gets me is why, when they have been told this, the cold caller will continue trying to push, instead of saying thank you and hanging up. I then put the phone down.

So don't just assume that you are speaking to the receptionist all the time. Maybe the firm simply doesn't whatever it is you are trying to sell.

 

[scm5436]

I don't believe that being rude on the part of the gatekeeper is right or excusable - but I accept that it happens and it's not my place to try to rectify the failings of their parents in their upbringing, nor clarify how their attitude might affect me as a consumer myself.

So if you're sat at home after a long day at work, eating dinner with your family, and salesman after salesman keeps ringing your doorbell trying to sell you a new kitchen/driveway/doubleglazing/whatever you wouldn't get a bit annoyed? Even after getting up and down and up and down to answer to door repeatedly, while your dinner was getting cold? You wouldn't be at all rude and ask them all to just leave you in peace?

 

[Barking Mad]

I always open my discussion with "Would it be possible to speak with the person overseeing xxxxxxxxxxxxxxx, please?"

I've found, for me, this works in as much as sometimes I will elicit the We don't take cold calls comment in which case I ask if I might write (because I will and do write if that's the way a prospective customer would like to be reached). If this meets with approval, I will confirm details of their address & a contact name and get writing.

Sometimes though I then get the [I]We don't give out names[/I] comment. If I hear this, I thank them for their time and ring off and will mark as DNCA (do not call again). If someone doesn't want to give me the name of the right perosn to write to then they don't want me to write. I respect that choice of theirs and move on.

 

[Barking Mad]

So if you're sat at home after a long day at work, eating dinner with your family, and salesman after salesman keeps ringing your doorbell trying to sell you a new kitchen/driveway/doubleglazing/whatever you wouldn't get a bit annoyed? Even after getting up and down and up and down to answer to door repeatedly, while your dinner was getting cold? You wouldn't be at all rude and ask them all to just leave you in peace?

No, I would not be rude to someone who'd knocked on my door in that way. I would just be firm and polite, explain that I were eating my tea and say it wasn't convenient. Being rude to someone should always be a last resort - not a first resort. The fellow knocking on my door at home likely has a wife & family along with bills to pay: I'd much rather such a fellow be engaged productively paying tax than be unemployed with me having to keep him.

 

[self-sale]

Do you think that you are the only cold caller they have had that day? if I were to listen to every cold caller that phoned me i would waste at least half my day every single day. Now if you are prepared to waste my time like that then you must also be prepared for me to be rude to you should you start mumbling, lieing, misquoting, misleading me or just simply come across as so many cold callers do with a cocky arrogant manner.

I hate with a passion unprofessional cold callers and will be rude to them whenever I can, I will use every tactic at my disposal to discourage them from ever contacting me again, send me cash for my time then you can pitch me whatever product you want and I shall remain curtious throughout. I have done business with cold callers in the past, the cold callers I do business with tend to be extremely professional and this comes across within the first few seconds, come across unprofessional and pay the price for that become professional and I will gladly listen to you.

regards
Gary

I agree with much of the above.
If you are prepared to make unsolicited sales calls to companies without invitation then be prepared for a bad reception. This kind of sales approach is a numbers game and your hit or conversion rate will be low. Concentrate on your successes rather than dwell on the odd rude receptionist.

 

[cjd]

So far today I have had 4 anonymous calls from an Indian telesales centre to my home despite being on TPS. I'm not surprised if people are rude but I am surprised if this form of marketing is effective.

 

[atailor]

Perhaps I may enlighten some of you, although I'm open to that not working.

To the original poster, as someone who shares a similar burdon, there is nothing you can do about it, although taking up bocing really helps. Some "gatekeepers" like the power of being able to say no, or even be rude to people, as it can give a sense of worth to an otherwise mundane job.

However, to everyone else, have you ever considered the potential value of listening to a cold call? As for companies that have a policy of "not doing business with cold callers", that's a very outdated approach to commerce and says much more about your approach than it does to anyone who cold calls you, at least they're being pro-active about developing business.

Yes I agree that cold calls can be a pain, but it's always worthwhile keeping an open mind. Funnily enough I have just this second taken such a call which could prove to be very useful.

 

[Barking Mad]

So far today I have had 4 anonymous calls from an Indian telesales centre to my home despite being on TPS. I'm not surprised if people are rude but I am surprised if this form of marketing is effective.

What were they selling?

 

[blackandwhite1986]

I had a great experience the other week...

After researching the company on the internet they looked like a great prospect and so went to phone them. I couldn't find a contact name so had to go down the "would i be able to speak to...." route.

Well, what had I forgotten to do? Thats right....check on TPS.

Usually I always check but for whatever reason this time I didn't.

The receptionist had obviously had enough cold calls and absolutley went mad. Being professional I took it like a man, apologised and the call ended.

I have just spoken to her boss who remembered me for being the polite man from mycompanynamehere and who wants us to look at a project for them.

The lesson being even though I made a mistake and shouldn't have called them, if you remain polite and professional then you can rectify the situation and not give your company an bad name

 

[scm5436]

No, I would not be rude to someone who'd knocked on my door in that way. I would just be firm and polite, explain that I were eating my tea and say it wasn't convenient. Being rude to someone should always be a last resort - not a first resort. The fellow knocking on my door at home likely has a wife & family along with bills to pay: I'd much rather such a fellow be engaged productively paying tax than be unemployed with me having to keep him.

Even the 6th or 7th sales person in the same meal? You wouldn't be annoyed?

However, to everyone else, have you ever considered the potential value of listening to a cold call? As for companies that have a policy of "not doing business with cold callers", that's a very outdated approach to commerce and says much more about your approach than it does to anyone who cold calls you, at least they're being pro-active about developing business.

How is it outdated to want get on with your job rather than spending all day listening to salepeople trying to sell you stuff? If I want something I'LL CALL YOU.

 

[Chippie]

Even the 6th or 7th sales person in the same meal? You wouldn't be annoyed?
How is it outdated to want get on with your job rather than spending all day listening to salepeople trying to sell you stuff? If I want something I'LL CALL YOU.

Totally agree with you. I think the clue is in Barking Mad's user name!

 

[Barking Mad]

Totally agree with you. I think the clue is in Barking Mad's user name!

How very drole! Very drole indeed!

It takes all sorts to make a world - I think that some of you on here have got nothing better to do than slag other people off. Small business being the operative word

 

[Barking Mad]

Even the 6th or 7th sales person in the same meal? You wouldn't be annoyed?

Can you tell me how being offensive to a 7th or 8th completely separate individual in a random unrelated chain of events cures one's frustration at having a meal interrupted. Personally, if such a series of events were to come together, I'd see the funny side of it. I certainly wouldn't vent my frustration at someone trying to earn a living?

At least these people aren't carrying knoves or sponging off the state, eh?

What does your business do scm?

 

[scm5436]

Can you tell me how being offensive to a 7th or 8th completely separate individual in a random unrelated chain of events cures one's frustration at having a meal interrupted. Personally, if such a series of events were to come together, I'd see the funny side of it. I certainly wouldn't vent my frustration at someone trying to earn a living?

At least these people aren't carrying knoves or sponging off the state, eh?

What does your business do scm?

Well I guess you have more patience than the rest of us then. I'm a retailer, and if a new supplier wants to get in touch they can use the email address on my sites.

 

[Barking Mad]

Well I guess you have more patience than the rest of us then. I'm a retailer, and if a new supplier wants to get in touch they can use the email address on my sites.

What sort of things do you retail?