How to complain and win
Wrangling with customer service representatives is an art form, but you can
do it successfully with a little knowledge and a stubborn streak.
It’s time to get mad.
Almost every day, I get another e-mail or letter from someone who has
suffered some outrage at the hands of a company, usually one that purports
to care about customer service. But instead of being livid, most of these
folks are resigned to bad treatment and just want to know how to minimize
the damage.
Here’s an example. Willi Sommer is a Navy submariner stationed in Italy.
AT&T took a $425 payment Sommer made to his direct-bill calling card account
and applied it, in error, to his mother’s wireless account.
Any company can make a mistake, of course. What counts is how the company
fixes it.
AT&T fixed Sommer by turning his account over to a collections agency. This
is after Sommer sent the company copies of the cashed check and spent hours
on overseas phone calls with AT&T customer-service reps.
When AT&T finally realized its mistake, it gave Sommer a credit -- but only
for the amount of the payment that his mother hadn’t already “spent.”
You don’t have to take it anymore
I’d love to tell you AT&T’s version of these events. I tried for days to get
one of their public-relations people to speak to me about this. Instead, I
got transferred from one PR type to another, but nobody was willing to admit
that this problem fell within his or her purview.
Sommer had been dealing with this nonsense for six months. It’s no wonder he
became numb. All he was hoping for when he contacted me was suggestions for
fixing his credit report. He’d long since given up hope that AT&T would
actually give back the money it took or that it would apologize for treating
him so shabbily.
It’s time to fight back.
You really can win
I’m here to tell him, and you, that we just don’t have to take it anymore.
So what if customer service keeps getting worse -- you can complain
effectively, and get results. You just have to know how.
Know your rights. Sometimes companies get away with egregious behavior
simply because its victims don’t know the law. It’s illegal, for example,
for a company to knowingly report false credit information, or for
collection agencies to keep calling you after you’ve told them in writing to
stop. Knowing the law -- and letting the companies know you know -- is
sometimes effective in getting bad behavior to stop.
If your complaint involves a contract, warranty or guaranty, read all the
fine print that came with it. You don’t necessarily have to limit yourself
to the remedies prescribed in these documents, but you should at least know
what the company promised.
Know what you want. Be clear in your mind and in all your communications
with the company about what you want to happen. That way you won’t get
sidetracked.
After all, the customer-service rep’s job, typically, is not to make you
happy. It’s to get you off the phone.
If the rep suggests ways to fix your problem at all, it will usually be ways
that don’t cost her or the company much. When my new laptop’s hard drive
failed for the second time last month, Dell wanted to send me yet another
replacement part. But I knew from the start of my call that I wasn’t getting
off the phone until a replacement computer was on its way.
I’m assuming, by the way, that what you want is both reasonable and doable.
Your definition of those two terms may vary from the company’s, but you
can’t be ridiculous about it. The dry cleaner that ruined your jacket, for
example, should be expected to buy you a new one. You shouldn’t expect free
dry cleaning for life.
Be concise. Boil your story down to its essential elements; you might even
practice first with a friend before you pick up the phone. Nattering on
about irrelevant details will just make it easier for the rep to tune out or
miss the point. Besides, you’re going to have to repeat your story over and
over and over to get results. Might as well save yourself some time by
editing in advance.
Don’t be a jerk. My husband, the most effective complainer I know, puts it
this way: You don’t have to be nice, necessarily. You do have to be polite.
Hubby has used this not-nice-but-polite approach to get us a 50% discount on
a garage door that was incorrectly installed, a free upgrade on our Tivo
service (again, botched installation) and a number of other concessions from
companies that initially insisted there was no way to accommodate us.
He isn’t sweet, understanding or particularly patient when he deals with
people who resist giving him what he wants. But he is unfailingly civil.
Rude behavior just gives the rep an opportunity to hang up on you, or feel
justified in not helping you.
I’ve found being nice sometimes greases the wheels. Some reps are so used to
being berated by customers that they melt pretty quickly when dealing with
someone who’s pleasant. My favorite ploy is to chat them up, then ask them
how they would handle my problem if it were theirs, instead of mine. Many
times, they’ll respond to this treatment by connecting me with someone who
can actually solve my dilemma.
Know that the company’s problems are not your problems. Customer-service
reps love to tell you exactly why the company’s procedures don’t allow them
to do what you need them to do. Guess what: You don’t have to care. How the
company chooses to conduct its business is not your concern. What is your
concern is getting your problem fixed, however the company ultimately
decides to do it.
Carve out some time. I’m convinced some companies try to wear you out with
excessively long hold times. You can’t force them to pick up the phone, but
you can fight back by out-waiting them.
Get yourself a portable phone or, better yet, a portable with a headset.
That way you can do other things to keep your sanity while waiting for the
company to see reason.
It took me three hours on a Saturday morning to persuade Dell to see things
my way. I survived innumerable transfers, two disconnects and endless
stretches on hold largely because I wasn’t tethered to a desk the whole
time. Thanks to my portable head set, I was able to nurse and play with my
daughter, sort mail and even do a little light housekeeping while I talked
to Sandy, Matt, Phyllis, Jason, Raina and the rest of the Dell crew about
how they were going to get me a replacement computer.
Get names and call back numbers. Sometimes, you don’t have three hours in a
row to spend on the phone. Rather than start over from the beginning each
time you dial, make sure you know how to get back in touch with the people
who handled your last call. Having a name and number also comes in handy
when you get transferred into voice-mail hell or the phone simply goes dead
-- not that a customer-service rep would ever, ever deliberately hang up on
you.
Take notes. I don’t know why, but reps are inordinately impressed when you
can tell them exactly when you were told what by whom. These details can
also help when you’re enlisting others to come to your aid (see below).
When in doubt, get it in writing. Consumer advocates usually recommend
putting disputes in writing. The reality is that most problems get handled
over the phone, and you don’t necessarily have to conduct business by snail
mail.
If the issue involves a lot of money, taxes, legal issues or your credit
report, however, put everything in writing and send the letters certified
mail, return receipt requested. Keep a log of all your communications with
the company and copies of every relevant piece of paper.
Keep moving up the ladder. You probably know that if you can’t get what you
want from a phone rep, you should ask to speak to a supervisor. But the
folks with the real power may be several rungs up the ladder. If you strike
out, try the company’s marketing or public-relations division. A letter sent
to the company’s president or CEO can often break through a logjam like
nothing else.
If the company is violating the law, you may need to contact the appropriate
regulator. You’ll need to do some research to find the right office, and you
can’t necessarily count on results. The Federal Trade Commission, for
example, collects complaints about credit bureaus, but typically only acts
if it sees a pattern of problems emerging.
Desperate measures
If you’re having a problem with the government itself, the ultimate resource
may be your local, state or federal representative. Many lawmakers pride
themselves on taking care of their constituents on this grassroots level.
Then there’s always the option of alerting the media. (Caveat: Don’t alert
me -- I’ve got enough to do.) But if the company’s behavior has been
particularly terrible or you think you might be part of a trend, you can try
calling your local newspaper or television station to see if you can
interest them in your plight.
That’s the way one of my former colleagues at the Los Angeles Times
discovered that a local phone utility was charging many of its customers for
DSL service that didn’t work. The utility kept insisting that there was no
problem, or that customer complaints were “isolated incidents.” After the
reporter heard from a bunch of “isolated incidents” and wrote a front-page
story about them, the company was forced to stop billing people for
something they never got.
Finally, you can always hire a lawyer. It’s not the easiest or most
cost-effective way to get what you want, but sometimes it pays off.
Real-estate agent Judy Thomas tried for six years to get TransUnion to
remove another woman’s bad credit history from her credit report. Thomas
finally won a $5.3 million lawsuit against the credit bureau. The judge
later reduced the award to $1.3 million, but hey, Thomas made her point.
Monday, August 25, 2008
LINKS FOR ONLINE EXAM
Subject-Verb Agreement
http://www.cityu.edu.hk/elc/quiz/subverb1.htm
English Comprehension
http://www.cityu.edu.hk/elc/quiz/reading1.htm
Creative Problem Solving
www.psychtests.com/cgi-bin/tests/tansfers.cgi
Mental Thoughness
www.psychtests.com/cgi-bin/tests/transfer.cgi
Sensitivity to Criticism
http://www.psychtests.com/tests/career/criticism_access.html
Self Esteem Test
www.psychtests.com/cgi-bin/tests/transfer.cgi
Myers Briggs Test
www.humanmetrics.com/cgi-win/JTypes2.asp
Customer Service Job Fit Test
www.psychtests.com/cgi-bib/tests/transfer
http://www.cityu.edu.hk/elc/quiz/subverb1.htm
English Comprehension
http://www.cityu.edu.hk/elc/quiz/reading1.htm
Creative Problem Solving
www.psychtests.com/cgi-bin/tests/tansfers.cgi
Mental Thoughness
www.psychtests.com/cgi-bin/tests/transfer.cgi
Sensitivity to Criticism
http://www.psychtests.com/tests/career/criticism_access.html
Self Esteem Test
www.psychtests.com/cgi-bin/tests/transfer.cgi
Myers Briggs Test
www.humanmetrics.com/cgi-win/JTypes2.asp
Customer Service Job Fit Test
www.psychtests.com/cgi-bib/tests/transfer
SAMPLES OF REBUTTALS
Rebuttal Setup
Are you just concerned that the money is not available on the card at this time?
Is there something about this offer that you just don't understand?
Do you understand why you're receiving this offer? The sponsoring resorts are hoping that when you travel, you'll enjoy your trip so much that you'll invest in future vacations with them. You get a great vacation for free, and we get a chance to show you how great our resorts are! This way everybody is happy! Relax you're gonna have a great time!
Listen, whether you take advantage of this offer or not is entirley up to you, I know what a great offer this is..what I don't know is why anyone would want to pass it up...Care to share?
Call Back / Think About It
This is your official phone call! Once the person on the registration form is contacted and given their details, it's activated in the computer. Now, we don't need to know who's coming with you or when you are going, all we need to know is if you want to take advantage of the offer or not! Now, I know you want your free vacation, so let's get you registered!
I don't understand? When you were online you signed up for a chance to take part in this promotion. All we're doing is giving you exactly what you requested, a great offer, you're receiving a vacation that's valued at over $1300.00 for free! And all we ask is that you tour our resort, if you like it great, if you don't that's okay too. Either way you keep the vacation, so relax you're going to have a great time!
You plan on traveling sometime in the near future, right? And the Bahamas is a place you'd like to travel to, correct? Now I know you'd like to go for free, right? Then obviously, there's nothing to think about. What's your real concern?
Talk To Spouse
When you surprise your spouse with this offer, there are only two questions that are gonna be asked… How much is it? And When are we going? Now, you can say that all you had to pay is a refundable deposit of just $148 and that the vacation was absolutely free, and that you have 18 months to take it!
If there are any questions whatsoever, you can have your spouse call our customer service number, or visit our website. In the mean time we need to reserve this so you don’t lose out on the offer.
To be quite honest with you! I’ve never heard of a divorce or a break-up over a FREE vacation! What’s your real concern?
Something In Writing
Absolutely! You'll have everything available online at our website before we even get off the phone with one another!
What’s The Catch?
The only reason we can give you this great offer, is because we are looking for repeat and referral business! So the only thing you have to do is relax and enjoy the moment! Can you handle that?
Sounds Too Good To Be True
Oh no, not at all. What the Resort is hoping will happen is that you’ll come down and be so impressed with their resort, that you’ll invest in future vacations. That’s why they’re willing to provide you with such a great vacation for nothing!
Something In Writing
That's the number one reason that we promote ourselves via the Internet, all of the details concerning this offer were right there for you when you registered online. Are you just concerned that the vacation will not be everything that I have described?
Credit Card Over Phone
You have to understand; we have direct billing with all of the card companies. What I’m going to do for you is give you the authorization code that was issued to us directly from your bank, before we get off the phone… Then when we’re done you can contact the 800 number on the back of your card and give that code to them. That way you can verify with your own bank’s billing department the amount that was charged and our company name! Now I’m sure you trust your own bank right?
We have merchant privileges with Visa, Mastercard, and American Express. In other words they’ve done a complete background investigation on us and given us the green light with full merchant privileges. Now we’re not about to jeopardize our relationship with them over a hundred and fifty bucks! That would be ridiculous! Understand there is a purpose behind our promotion. Relax you’re fine.
Legitimacy
You have to understand, the entire purpose behind this promotion is to gain your repeat and referral business...Now that's not going to happen unless we follow through with our promises! So you can be certain that you'll receive everything exactly as described!
Just so you know once we get everything registered in your name, the first thing that I am going to do is create your new account. As soon as this account is created you'll be able to go to our website and login. Once you are logged in, you will see a full brochure about you vacation containing complete details in writing, and instructions on how to reserve your dates of travel. This is for real it's OK to be excited.
Do you understand exactly how we can give you this vacation for free? It's really quite simple...when you take the tour of the sponsoring resort, what they are trying to do is impress you so much that you'll invest in future vacations with them. Now, the interesting thing is that 1 out of 7 travelers in fact do invest, the resort is hoping that you'll be that one person, and even if you're not, the profit margin from the traveler that does invest is good enough that it covers the cost of all seven packages. So basically the resort loses nothing, and at the very least what they do gain is referral business.
You have to keep in mind that in literally one minute I 'm going to activate your vacation so that you can go online and view all of the details, as well as print your certificate of entitlement for this vacation. Now, it takes at least 2 to 3 days for us to get the money from your account, so we're trusting that you'll make good with the processing fee, and you need to trust that we won't take advantage of you! This requires that we are both being honest with one another everything I have told you is guaranteed, the question is are you going to be able to cover the $148?
Are you just concerned that the money is not available on the card at this time?
Is there something about this offer that you just don't understand?
Do you understand why you're receiving this offer? The sponsoring resorts are hoping that when you travel, you'll enjoy your trip so much that you'll invest in future vacations with them. You get a great vacation for free, and we get a chance to show you how great our resorts are! This way everybody is happy! Relax you're gonna have a great time!
Listen, whether you take advantage of this offer or not is entirley up to you, I know what a great offer this is..what I don't know is why anyone would want to pass it up...Care to share?
Call Back / Think About It
This is your official phone call! Once the person on the registration form is contacted and given their details, it's activated in the computer. Now, we don't need to know who's coming with you or when you are going, all we need to know is if you want to take advantage of the offer or not! Now, I know you want your free vacation, so let's get you registered!
I don't understand? When you were online you signed up for a chance to take part in this promotion. All we're doing is giving you exactly what you requested, a great offer, you're receiving a vacation that's valued at over $1300.00 for free! And all we ask is that you tour our resort, if you like it great, if you don't that's okay too. Either way you keep the vacation, so relax you're going to have a great time!
You plan on traveling sometime in the near future, right? And the Bahamas is a place you'd like to travel to, correct? Now I know you'd like to go for free, right? Then obviously, there's nothing to think about. What's your real concern?
Talk To Spouse
When you surprise your spouse with this offer, there are only two questions that are gonna be asked… How much is it? And When are we going? Now, you can say that all you had to pay is a refundable deposit of just $148 and that the vacation was absolutely free, and that you have 18 months to take it!
If there are any questions whatsoever, you can have your spouse call our customer service number, or visit our website. In the mean time we need to reserve this so you don’t lose out on the offer.
To be quite honest with you! I’ve never heard of a divorce or a break-up over a FREE vacation! What’s your real concern?
Something In Writing
Absolutely! You'll have everything available online at our website before we even get off the phone with one another!
What’s The Catch?
The only reason we can give you this great offer, is because we are looking for repeat and referral business! So the only thing you have to do is relax and enjoy the moment! Can you handle that?
Sounds Too Good To Be True
Oh no, not at all. What the Resort is hoping will happen is that you’ll come down and be so impressed with their resort, that you’ll invest in future vacations. That’s why they’re willing to provide you with such a great vacation for nothing!
Something In Writing
That's the number one reason that we promote ourselves via the Internet, all of the details concerning this offer were right there for you when you registered online. Are you just concerned that the vacation will not be everything that I have described?
Credit Card Over Phone
You have to understand; we have direct billing with all of the card companies. What I’m going to do for you is give you the authorization code that was issued to us directly from your bank, before we get off the phone… Then when we’re done you can contact the 800 number on the back of your card and give that code to them. That way you can verify with your own bank’s billing department the amount that was charged and our company name! Now I’m sure you trust your own bank right?
We have merchant privileges with Visa, Mastercard, and American Express. In other words they’ve done a complete background investigation on us and given us the green light with full merchant privileges. Now we’re not about to jeopardize our relationship with them over a hundred and fifty bucks! That would be ridiculous! Understand there is a purpose behind our promotion. Relax you’re fine.
Legitimacy
You have to understand, the entire purpose behind this promotion is to gain your repeat and referral business...Now that's not going to happen unless we follow through with our promises! So you can be certain that you'll receive everything exactly as described!
Just so you know once we get everything registered in your name, the first thing that I am going to do is create your new account. As soon as this account is created you'll be able to go to our website and login. Once you are logged in, you will see a full brochure about you vacation containing complete details in writing, and instructions on how to reserve your dates of travel. This is for real it's OK to be excited.
Do you understand exactly how we can give you this vacation for free? It's really quite simple...when you take the tour of the sponsoring resort, what they are trying to do is impress you so much that you'll invest in future vacations with them. Now, the interesting thing is that 1 out of 7 travelers in fact do invest, the resort is hoping that you'll be that one person, and even if you're not, the profit margin from the traveler that does invest is good enough that it covers the cost of all seven packages. So basically the resort loses nothing, and at the very least what they do gain is referral business.
You have to keep in mind that in literally one minute I 'm going to activate your vacation so that you can go online and view all of the details, as well as print your certificate of entitlement for this vacation. Now, it takes at least 2 to 3 days for us to get the money from your account, so we're trusting that you'll make good with the processing fee, and you need to trust that we won't take advantage of you! This requires that we are both being honest with one another everything I have told you is guaranteed, the question is are you going to be able to cover the $148?
7 Steps to Successful Telemarketing
7 Steps to Successful Telemarketing
Telemarketing is not as easy as it looks. Telemarketing involves talking on the phone to someone you do not know and trying to convince them to buy a product, use a service, or sign up for a special offer. Many times, telemarketers fail because they are not doing the job properly. Speaking is a skill, and there are techniques that can be applied to speaking that will help anyone become a successful telemarketer.
These are the seven steps to successful telemarketing.
1. Step: Motivation. One of the most important things in telemarketing is motivation. Someone has to want to do the job. The overall motivation will determine how they speak to people. So, successful telemarketers are very motivated to do the job.
2. Step: Product knowledge. In order to successfully speak about a product or a service, the telemarketer must know about the product or the service. Customers will ask questions before they buy or sign up for something, so the telemarketer should be able to answer the questions. Knowing the product or service will help the telemarketer make a successful deal.
3. Step: Know the call format. There telemarketer should have a call format or a call plan. They should know the order of the call: the introduction, the description of the product, the price, the value of the product, how to order, and the closing. Many companies will have a script to follow. A successful telemarketer will know the script and use it to their advantage.
4. Step: Attitude. Attitude is evident on the phone. When someone is happy and excited, those emotions will palatable, even on the phone. Angry, upset, or frustrated telemarketers are usually not successful. So, the successful telemarketer will have a positive attitude while doing their job.
5. Step: Know the customer. A good telemarketer will know the customer. Know when it is a good time to call. Calling during dinner, early in the morning, or late at night will not be successful. If you call at a bad time, ask the customer when a better time to call would be. Know what they are looking for. Do not try to sell them something they are not interested in. This will create hostility. Listen to what the customer has to say. Their comments and input can help you guide the direction of your call. Respect the customer's feelings and comments. Knowing the customer is a successful technique for any telemarketer.
6. Step: Visualize your success. Many telemarketers receive bonuses or rewards for a job well done. A successful telemarketer will visualize his or her success. They set goals and work towards those goals. Having a vision of what you want to get out of this job will help create a successful telemarketer.
7. Step: Enjoy the success. A successful telemarketer will always take the time to enjoy the fruit of their hard work. They will be proud of their successes and will continue to strive for future success.
In conclusion, these seven steps are simple techniques that any telemarketer can immediately apply to be successful. The way the materials are presented, the attitude, the knowledge, and the motivation are all integral parts of a successful telemarketer. Telemarketing is not an easy job, but it can be a very successful and rewarding job by following these seven proven steps to success.
Telemarketing is not as easy as it looks. Telemarketing involves talking on the phone to someone you do not know and trying to convince them to buy a product, use a service, or sign up for a special offer. Many times, telemarketers fail because they are not doing the job properly. Speaking is a skill, and there are techniques that can be applied to speaking that will help anyone become a successful telemarketer.
These are the seven steps to successful telemarketing.
1. Step: Motivation. One of the most important things in telemarketing is motivation. Someone has to want to do the job. The overall motivation will determine how they speak to people. So, successful telemarketers are very motivated to do the job.
2. Step: Product knowledge. In order to successfully speak about a product or a service, the telemarketer must know about the product or the service. Customers will ask questions before they buy or sign up for something, so the telemarketer should be able to answer the questions. Knowing the product or service will help the telemarketer make a successful deal.
3. Step: Know the call format. There telemarketer should have a call format or a call plan. They should know the order of the call: the introduction, the description of the product, the price, the value of the product, how to order, and the closing. Many companies will have a script to follow. A successful telemarketer will know the script and use it to their advantage.
4. Step: Attitude. Attitude is evident on the phone. When someone is happy and excited, those emotions will palatable, even on the phone. Angry, upset, or frustrated telemarketers are usually not successful. So, the successful telemarketer will have a positive attitude while doing their job.
5. Step: Know the customer. A good telemarketer will know the customer. Know when it is a good time to call. Calling during dinner, early in the morning, or late at night will not be successful. If you call at a bad time, ask the customer when a better time to call would be. Know what they are looking for. Do not try to sell them something they are not interested in. This will create hostility. Listen to what the customer has to say. Their comments and input can help you guide the direction of your call. Respect the customer's feelings and comments. Knowing the customer is a successful technique for any telemarketer.
6. Step: Visualize your success. Many telemarketers receive bonuses or rewards for a job well done. A successful telemarketer will visualize his or her success. They set goals and work towards those goals. Having a vision of what you want to get out of this job will help create a successful telemarketer.
7. Step: Enjoy the success. A successful telemarketer will always take the time to enjoy the fruit of their hard work. They will be proud of their successes and will continue to strive for future success.
In conclusion, these seven steps are simple techniques that any telemarketer can immediately apply to be successful. The way the materials are presented, the attitude, the knowledge, and the motivation are all integral parts of a successful telemarketer. Telemarketing is not an easy job, but it can be a very successful and rewarding job by following these seven proven steps to success.
Selling is a Contact Sport:
Selling is a Contact Sport:
Keys to Effective Phone Calling
ts been said that salespeople who avoid making phone calls have skinny children. Prospecting for new business is critically important and for the majority of salespeople, it is by far the most challenging and stressful aspect of their profession. Successful salespeople are proactive and recognize the importance of prospecting for new business daily. They don't have to be reminded to ask for referrals or follow up on a sales lead, they do it automatically. This article is packed full of helpful phone calling tips and techniques which, if put into practice, will fill your appointment calendar with new business opportunities!
Don't shoot from the hip, use a script. If you want to sound confident and competent, I strongly suggest that you write out your opening and closing remarks.
If you sound in the least bit nervous or unprepared, people will immediately sense this and rightfully assume that you lack experience. Using a phone script for your opening and closing remarks is a good idea for several reasons. A well-polished phone script gives you a consistent approach that keeps you on message and guarantees you don't leave out important information. Be respectful of your prospect's time by designing your phone script to be short, sweet, and to the point.
Once you have prepared your phone script, it's now time to tape record yourself reading it aloud until you sound smooth and polished. While you might be tempted to skip this step, don't do it. Recording your phone script role-play session provides you with a golden opportunity to critique your performance and improve your delivery.
During a face-to-face conversation, first impressions are based primarily on appearance. While on the other hand, first impressions created over the phone are based on brevity, vocal quality, and attitude. An upbeat mental attitude is contagious and, unless taken to an extreme, builds rapport and creates a very positive first impression. Keep in mind that a smile can be heard over the phone.
The best way to build trust and rapport during a phone conversation is to match your prospect's energy level. This is accomplished by "subtly" matching their rate of speech and tone of voice. For example, if you have the tendency to speak fast/loud and your prospect begins speaking slow/soft, you will need to lower your voice and slow your rate of speech down to match them. The psychological power behind the principle of matching is based on the premise that people want to do business with salespeople who they feel are similar to them.
There is absolutely no substitute for preparation and practice. Like most successful endeavors, the key to effective phone calling has a lot to do with preparation and practice. Practice builds confidence through repetition. Ask your sales manager or an associate to schedule an hour role-play session with you. This session is important because it gives you a dress rehearsal and the opportunity to work the kinks out of your script. As they say in the military, train like you plan to fight. Create a realistic training environment by role-playing over the phone. Begin the role-play session with minimal prospect resistance and then, as your confidence builds, gradually inject typical prospect objections. While it is impossible to have a script that might address every conceivable objection, you must anticipate key objections and develop scripts to respond to them.
Remember to stay positive, polite, and professional. It is best to make your phone calls during the morning when both you and your prospect are rested and fresh. Be organized, do your homework, and take good notes. Before you contact your prospect, take a moment to research their company by visiting their website. By reading your prospect's company newsletter, annual report, and press releases you become familiar with their products and services. Stay organized and save time by using a contact management system, such as ACT, to record your notes after each phone call. Relying on your memory alone is a poor business decision and is bound to cost you money.
It is important to keep in mind that the primary purpose of any prospect phone call is to make an appointment, not a sale. Most salespeople make the fundamental mistake of overeducating their prospect and dominating the phone call in an attempt to showcase their knowledge. Obviously you will need to respond to some questions, however, questions that require a detailed response become an excellent reason to secure an appointment. Use your precious phone time to gather information through the use of open-ended questions. Your objective is to build your prospect's interest and arouse their curiosity through a series of well designed, probing questions about them and their organization. Just before you ask for the appointment, summarize the key points of your conversation for clarity and agreement.
Top producers don't take rejection personally, because they realize that selling is fundamentally a numbers game. It really doesn't matter what product or service you are selling; the key to your long-term success is directly linked to your ability and desire to prospect effectively. Phone calling in today's marketplace is much more challenging than in years past, but fortunately the basics never change. Selling is, after all, a contact sport!
Keys to Effective Phone Calling
ts been said that salespeople who avoid making phone calls have skinny children. Prospecting for new business is critically important and for the majority of salespeople, it is by far the most challenging and stressful aspect of their profession. Successful salespeople are proactive and recognize the importance of prospecting for new business daily. They don't have to be reminded to ask for referrals or follow up on a sales lead, they do it automatically. This article is packed full of helpful phone calling tips and techniques which, if put into practice, will fill your appointment calendar with new business opportunities!
Don't shoot from the hip, use a script. If you want to sound confident and competent, I strongly suggest that you write out your opening and closing remarks.
If you sound in the least bit nervous or unprepared, people will immediately sense this and rightfully assume that you lack experience. Using a phone script for your opening and closing remarks is a good idea for several reasons. A well-polished phone script gives you a consistent approach that keeps you on message and guarantees you don't leave out important information. Be respectful of your prospect's time by designing your phone script to be short, sweet, and to the point.
Once you have prepared your phone script, it's now time to tape record yourself reading it aloud until you sound smooth and polished. While you might be tempted to skip this step, don't do it. Recording your phone script role-play session provides you with a golden opportunity to critique your performance and improve your delivery.
During a face-to-face conversation, first impressions are based primarily on appearance. While on the other hand, first impressions created over the phone are based on brevity, vocal quality, and attitude. An upbeat mental attitude is contagious and, unless taken to an extreme, builds rapport and creates a very positive first impression. Keep in mind that a smile can be heard over the phone.
The best way to build trust and rapport during a phone conversation is to match your prospect's energy level. This is accomplished by "subtly" matching their rate of speech and tone of voice. For example, if you have the tendency to speak fast/loud and your prospect begins speaking slow/soft, you will need to lower your voice and slow your rate of speech down to match them. The psychological power behind the principle of matching is based on the premise that people want to do business with salespeople who they feel are similar to them.
There is absolutely no substitute for preparation and practice. Like most successful endeavors, the key to effective phone calling has a lot to do with preparation and practice. Practice builds confidence through repetition. Ask your sales manager or an associate to schedule an hour role-play session with you. This session is important because it gives you a dress rehearsal and the opportunity to work the kinks out of your script. As they say in the military, train like you plan to fight. Create a realistic training environment by role-playing over the phone. Begin the role-play session with minimal prospect resistance and then, as your confidence builds, gradually inject typical prospect objections. While it is impossible to have a script that might address every conceivable objection, you must anticipate key objections and develop scripts to respond to them.
Remember to stay positive, polite, and professional. It is best to make your phone calls during the morning when both you and your prospect are rested and fresh. Be organized, do your homework, and take good notes. Before you contact your prospect, take a moment to research their company by visiting their website. By reading your prospect's company newsletter, annual report, and press releases you become familiar with their products and services. Stay organized and save time by using a contact management system, such as ACT, to record your notes after each phone call. Relying on your memory alone is a poor business decision and is bound to cost you money.
It is important to keep in mind that the primary purpose of any prospect phone call is to make an appointment, not a sale. Most salespeople make the fundamental mistake of overeducating their prospect and dominating the phone call in an attempt to showcase their knowledge. Obviously you will need to respond to some questions, however, questions that require a detailed response become an excellent reason to secure an appointment. Use your precious phone time to gather information through the use of open-ended questions. Your objective is to build your prospect's interest and arouse their curiosity through a series of well designed, probing questions about them and their organization. Just before you ask for the appointment, summarize the key points of your conversation for clarity and agreement.
Top producers don't take rejection personally, because they realize that selling is fundamentally a numbers game. It really doesn't matter what product or service you are selling; the key to your long-term success is directly linked to your ability and desire to prospect effectively. Phone calling in today's marketplace is much more challenging than in years past, but fortunately the basics never change. Selling is, after all, a contact sport!
The Best Techniques to Use When Selling Over the Phone
The Best Techniques to Use When Selling Over the Phone
My Grandma Lillian was an entrepreneur. When her boys were in high school she raised violets; when they went to college she sold guppies; as they were getting married she was teaching china painting.
The summer I spent with her she was solidifying a new business by gathering customers and teaching other women that their dream of financial independence could be realized if they would do the same.
t age 14, with delight and glee, I flew from Oregon to Michigan. Plans of camp with my cousins and sleepovers with friends from first grade danced in my mind. And those were good times, I'm sure they were, but the memories I hold now are weekday mornings with Grandma.
From her I learned the value of business routine. Every morning, from 9:30 to noon, Grandma made prospecting phone calls. After that, the day was ours, until evening when she went out to build her business.
If you weren't fortunate enough to learn these lessons from your grandmother, here are four things you would like to know.
1: Work with a clean desk.
Even if this means sweeping the current piles into a shopping bag until your telephone time is finished, don't have anything on your desk except your calendar and your favorite pen.
You get two benefits: distractions are limited, and, perhaps more importantly, the person you are speaking with senses that they have your full attention.
If your prospect doesn't feel that they are getting your full attention, why should you have theirs?
2: Have a mirror on the wall in front of you.
If you doubt that the smile on your face carries through your voice try this exercise. Record your side of a prospecting telephone conversation. Play it back while you watch your face in the mirror. Surprise! Your face will match the feelings you had while you were on the phone. You will actually see the fear or anxiety or need that you felt.
Your tones affect your listener that way, too. A mirror on the wall in front of you increases your telephone prospecting profitability in these specific ways:
First, you can see what your listener is hearing. The added awareness of your own body language makes your verbal language more effective.
Second, because you keep your chin up to look at the mirror on the wall, your voice will automatically have more enthusiasm and energy.
Try this experiment with your tape recorder. Role play a prospecting telephone call with your head down, chin to chest, doodling on an order form. Now raise your chin, look in the mirror, and repeat the same sentences. Because you sound more successful you will be more successful - people like to do business with a winner.
3: Use Scripts.
A script is a group of words, in order, that generate predictably profitable results. A script is effective because your listener will know when it is their turn to talk, and they'll know what you want them to say. When a prospect asks you how much your product costs and you use the script "Well, that depends on how much money you have in the bank!" you will receive a predictably different result than when you use the script "Forty-five dollars a month. Less than most people spend on coffee and cokes."
Listen carefully to these two scripts: "That depends on how much money you have" tells your prospect to respond just as glibly with "Oh, about 25 cents." While a specific amount, followed by an example gives your listener the opportunity to say "Great, that works for me."
Prepare scripts for the nine questions you are asked most frequently. They are probably about product cost, delivery time, references, options and guarantee.
4: Keep your best result in mind.
When Grandma Lillian was making prospecting calls, her favorite result was to get an appointment. "You can't get a haircut over the phone," she told me, "what I want is an appointment in their home."
She had a second acceptable outcome - the prospect's permission to call again. "Shall I call you in about a month?" I heard her say sweetly, several times each hour. And then she put their name and phone number into her calendar for the agreed upon date.
Either way, Grandma Lillian felt good about herself and had customers and distributors who loved her, too.
Use these tips and you will experience the success she enjoyed. Ready. Set. Go Make Money!
My Grandma Lillian was an entrepreneur. When her boys were in high school she raised violets; when they went to college she sold guppies; as they were getting married she was teaching china painting.
The summer I spent with her she was solidifying a new business by gathering customers and teaching other women that their dream of financial independence could be realized if they would do the same.
t age 14, with delight and glee, I flew from Oregon to Michigan. Plans of camp with my cousins and sleepovers with friends from first grade danced in my mind. And those were good times, I'm sure they were, but the memories I hold now are weekday mornings with Grandma.
From her I learned the value of business routine. Every morning, from 9:30 to noon, Grandma made prospecting phone calls. After that, the day was ours, until evening when she went out to build her business.
If you weren't fortunate enough to learn these lessons from your grandmother, here are four things you would like to know.
1: Work with a clean desk.
Even if this means sweeping the current piles into a shopping bag until your telephone time is finished, don't have anything on your desk except your calendar and your favorite pen.
You get two benefits: distractions are limited, and, perhaps more importantly, the person you are speaking with senses that they have your full attention.
If your prospect doesn't feel that they are getting your full attention, why should you have theirs?
2: Have a mirror on the wall in front of you.
If you doubt that the smile on your face carries through your voice try this exercise. Record your side of a prospecting telephone conversation. Play it back while you watch your face in the mirror. Surprise! Your face will match the feelings you had while you were on the phone. You will actually see the fear or anxiety or need that you felt.
Your tones affect your listener that way, too. A mirror on the wall in front of you increases your telephone prospecting profitability in these specific ways:
First, you can see what your listener is hearing. The added awareness of your own body language makes your verbal language more effective.
Second, because you keep your chin up to look at the mirror on the wall, your voice will automatically have more enthusiasm and energy.
Try this experiment with your tape recorder. Role play a prospecting telephone call with your head down, chin to chest, doodling on an order form. Now raise your chin, look in the mirror, and repeat the same sentences. Because you sound more successful you will be more successful - people like to do business with a winner.
3: Use Scripts.
A script is a group of words, in order, that generate predictably profitable results. A script is effective because your listener will know when it is their turn to talk, and they'll know what you want them to say. When a prospect asks you how much your product costs and you use the script "Well, that depends on how much money you have in the bank!" you will receive a predictably different result than when you use the script "Forty-five dollars a month. Less than most people spend on coffee and cokes."
Listen carefully to these two scripts: "That depends on how much money you have" tells your prospect to respond just as glibly with "Oh, about 25 cents." While a specific amount, followed by an example gives your listener the opportunity to say "Great, that works for me."
Prepare scripts for the nine questions you are asked most frequently. They are probably about product cost, delivery time, references, options and guarantee.
4: Keep your best result in mind.
When Grandma Lillian was making prospecting calls, her favorite result was to get an appointment. "You can't get a haircut over the phone," she told me, "what I want is an appointment in their home."
She had a second acceptable outcome - the prospect's permission to call again. "Shall I call you in about a month?" I heard her say sweetly, several times each hour. And then she put their name and phone number into her calendar for the agreed upon date.
Either way, Grandma Lillian felt good about herself and had customers and distributors who loved her, too.
Use these tips and you will experience the success she enjoyed. Ready. Set. Go Make Money!
The Critical Skills on Telemarketing
The Critical Skills on Telemarketing
In each of the elements in the telephone call framework (opening, client, positioning, objections, close, and follow-up), the following six critical selling skills are used over and over. They are the tools for selling.
Presence
Relating
Questioning
Listening
Positioning
Checking
The skill level determines selling strength and flexibility. These skills are used over and over throughout the sales process( as the telemarketer, finds needs, matches up a product or idea with the client's needs, resolves objections, and closes, these skills are used continuously. These skills are interdependent, they will help a telemarketer become a valued consultant to clients, know more about the clients, and sell more to them.
7. Presence
Presence is the level of comfort and confidence that a telemarketer projects. Through presence an individual can engage the audience's attention. Voice presence can have an impact on telephone sales success. Voice presence is created by tone, pace, diction, inflection, level of enthusiasm, confidence, wit, and the ability to think on one's feet.
Although sales enthusiasm may come naturally in face-to-face calls, it requires special effort in telephone sales calls. Most salespeople would not appear bored when meeting with a client face to face, but in telephone selling sustaining interest and enthusiasm in one's voice can be challenging. The more one modulates his voice, usually the more interesting he sounds. He can emphasize words with his voice.
Keeping an interested and positive voice when selling over the telephone is even more of a challenge in highly routinized and comparatively unchallenging telephone selling situations. Some selling borders on order taking, when salespeople have to take information only to make a referral to a different division. Salespeople in these rote roles can drift into sounding bored. To avoid this, remember that the objective at all times is to create a positive image of the organization to the client as well as to sell or close profitable business.
Whether a telemarketer is taking information or a message for a colleague, he should remember the following:
In conjunction with the other critical skills, presence adds to sales strength and flexibility and helps create a flow between the client's needs and the telemarketer's products.
8. Relating
If you cannot relate to your clients, you won't sell to them. This is as much a rule of human nature as it is a rule of selling. Relating is even more of a challenge over the phone, since the phone can depersonalize the situation. Yet it is possible to establish rapport and build relationships over the telephone.
Successful salespeople do have strong relationships with their clients, but they also know where to draw the line between what is friendship and what is business. A good relationship forms the basis for good business. What is a business relationship but a series of transactions? In most businesses, important transactions don't occur without a relationship. Whether it is primarily a one-time sale or there is the potential for ongoing business, rapport helps form the foundation so that a transaction or many transactions can take place. Rapport goes beyond small talk. Rapport is consideration and thoughtfulness; it is trust and value added.
9. Questioning
Being able to establish rapport and knowing how to question are the heart of consultative selling. Salespeople who increase their questions increase their sales. Because of the generic product environment of the nineties and the fact that product alone cannot be counted on to be the differentiator, questioning is more important than ever. This is because questions enable a person to position (tell a story from the client's point of view). But it is easy to fall into the trap of "telling," especially over the telephone. Of course there are times to tell, but how a person tells will be determined by what is asked and what is heard. Questions will help keep a person on at least a parallel track and eventually get on the same track as the client. Questions will also help qualify clients.
A look at the range of questions that will need to be asked and then the questioning skills which should be employed to ask them follows:
A. Decision-Making Questions
Who are the key contacts on the account( decision makers and influencers?
"How does your decision-making process work?"
"Who will be involved?"
"How long do you need to reach a decision?"
B. Relationship Questions
"How are we doing?" (How the client sees the relationship with you, performance, and his or her relationship with competitors.)
"Am I doing the right thing?" "What do you want me to do?" (Action steps) (How you as an individual salesperson are meeting the client's needs.)
"How satisfied have you been with our service except for this? How do you feel we handled...?"
"Is our billing detailed and timely enough for you?" (Logistics of the account.)
"When is a good time to call?" "When shall I call back?"
"May I ask who you do business with?" "Who is the best? What do you like about them? Who else do you work with?"
"Who else have you spoken to? Have you gotten proposals? What do you think...?"
C. Operation Questions
"How do you do it?" (How does the client's production or organization work?)
"How many or how often...? What is their...?"
"What budget have you set?" (Does this customer qualify?)
D. Problem Questions
"What is going on? What would your ideal situation be?" "What gaps do you see? (Don't ask this question too early( the right to have it answered must be earned.)
E. Strategy Questions
"What is your strategy/thinking in...?"
"May I ask why you want to go from X to Y?" (For example, manual to computer( find out why the customer wants to change.)
"How will... affect autonomy of..." (Changing roles in client organization.)
"Longer range, how are you...?" (Checking the 5-year plan.)
F. Interpersonal Questions
"Where do you live?" "Where do you go on vacation?" (What are the client's interests, family, situations?)
G. Need Questions
"Where are you looking to achieve?" "How is that working?"
"To what extent have you bought...?" (Likes/dislikes( what does the client buy/not buy?)
Questions are the tools used to help clients. They get beneath the surface of demands, and they expose needs. If a caller doesn't let clients talk, he may never get to know what their concerns are, and will probably miss getting their business. Questions are the best way to get them to talk; then he must listen well and leverage what is learned.
10. Listening
Being a good listener is one of the critical skills in selling, whether the selling is face to face or over the telephone, but listening is even more important in telephone selling.
Some tips for developing telephone listening skills are:
Do not interrupt. Be conscious of this. Let yourself be interrupted; stop talking and listen.
Make an effort to focus on what the client is saying. You are "on duty," so stay tuned in. Don't mentally abandon your post. Take notes as you listen and underline words your clients underscore with their voices so you can incorporate them in what you say.
Listen for pivotal words, wide words, key ideas, words that are inflected, and concerns and jot them down. These can be neon words that light up the client's voice or wide or ambiguous words you will need to clear up.
Listen for tone and pace and match both to become congruent with the clients, not to mimic them. For example, if the client is speaking softly and slowly, you are bound to be out of sync if you are loud and fast. Slow it up and soften it a bit to create a congruency. Pick up the client's approach and language. For instance, when the client is upbeat and highly articulate, be upbeat, articulate; when the client is serious and straightforward, be serious, straightforward. Always be professional. Avoid being down.
Be careful in how and when you use jargon. Jargon is good shorthand only if everybody understands it. Often in a face-to-face call you can read confusion or a question from the client's expression, but over the telephone this is not possible. So limit your use of jargon unless you are absolutely certain the client is familiar with it. When you do use a term that your client may or may not know, briefly define it, almost parenthetically. And as you cover each key point, remember to check if the client has any questions.
11. Positioning Product
Positioning is truly the super skill. By knowing the client's perceptions, preferences, and needs a telemarketer will be able to craft his product or idea accordingly. Positioning enables one to personalize, tailor, and get into a flow with the client.
To help position a product as it is sold over the telephone a telemarketer can follow these suggestions:
Play devil's advocate before you pick up the telephone and ask yourself "What is in it for the client?"
Come up with three compelling reasons why this client might be interested in your product. But remember to use the reasons one at a time and to check (question) before and after each one.
Do your homework on your clients and their organizations( begin to identify their business and nonbusiness needs.
Know your features and benefits so you know what you are talking about.
Ask "open" need and strategy questions so that you will understand the client.
Listen.
Tailor your statements and questions to the client you are approaching. An engineer may want to know details on how things work, but a purchasing manager may want to focus more on price and warranties.
Personalize your messages as well. Ask questions to get specific information on each client's approach and style.
Use your total offer. (core and value-added features and benefits)
Know your objective. For example, if you are an institutional salesperson, ask yourself if this is a call to do a trade now or a call to build the relationship for a trade in the future?
Plan your action step( know what your follow-up plan is and initiate it.
Use your features and benefits one at a time (at most two at a time) and check for feedback.
Use benefits early or your client is likely to say, "Listen, I've got to go."
When you don't have an answer, say, "Let me look into that. What specifically...? When...?"
Be selective. You have limited time over the telephone, so select key features and benefits and present them with an eye toward what the client wants to do.
Link features with their benefits by using words such as which means and so that to bond features with benefits. ("feature" which means "benefit")
Listen to what your clients say and incorporate their ideas into your responses.
Take notes as you listen so that you can incorporate your client's words now and again later. But don't repeat inflammatory words such as "absurdly low trade-in figure" which may further reinforce a misperception.
Listen to the client's voice. Read between the lines and adjust.
Speak your client's language.
Avoid jargon unless you are talking to another "Pro." Jargon is a great shorthand only if everyone understands it.
Match the client's level of sophistication( avoid talking down to clients or talking over their heads.
Be accurate in the information you provide, but don't wait until you have perfect information. Let your clients know when your information may be imperfect, but also let them know you care about giving timely information.
Choose your own words selectively. Avoid phrases such as "You wouldn't be interested in..." or "I'm just calling about..." Instead, use persuasive, confident words.
Avoid the term product. It is better to say, "We have a way to increase interest..." rather than, "We have a product called X."
Check( ask for feedback, keep the dialogue going, get a measure of how you are doing throughout the call, especially since you don't have the benefit of reading the clients' facial expressions to gauge their reactions. Keep checking. Keep asking, "How does that sound?" Get feedback.
Keep a positive attitude( remain helpful.
12. Checking
Checking lets a person get feedback from a client on what is being discussed. Checking means asking questions to gauge the client's reactions and is an essential skill in telephone selling, since one cannot see the client's reactions. Checking helps avoid waiting until the end of the call, if even then, to find out where the client is.
Checking means asking the client questions throughout the call to get direct feedback on what was just said. Checking allows one to find out something far more important than what he thinks. It helps find out what the client thinks.
Checking is not designed to get the client to say yes. It is designed to get at what the client thinks( Yes or No. Checking is an essential skill for salespeople who want to know, really know, their clients' needs and how well they stack up to meet them. It's designed to get good or bad feedback so that the salesperson can position and close.
All six critical skills( presence, rapport, questioning, listening, positioning, and checking( work together. They are interrelated, they form a skill set. A weakness in any one of these six critical skills will lower overall performance. The six critical skills are sales muscles; they provide sales strength and flexibility for salespeople.
In each of the elements in the telephone call framework (opening, client, positioning, objections, close, and follow-up), the following six critical selling skills are used over and over. They are the tools for selling.
Presence
Relating
Questioning
Listening
Positioning
Checking
The skill level determines selling strength and flexibility. These skills are used over and over throughout the sales process( as the telemarketer, finds needs, matches up a product or idea with the client's needs, resolves objections, and closes, these skills are used continuously. These skills are interdependent, they will help a telemarketer become a valued consultant to clients, know more about the clients, and sell more to them.
7. Presence
Presence is the level of comfort and confidence that a telemarketer projects. Through presence an individual can engage the audience's attention. Voice presence can have an impact on telephone sales success. Voice presence is created by tone, pace, diction, inflection, level of enthusiasm, confidence, wit, and the ability to think on one's feet.
Although sales enthusiasm may come naturally in face-to-face calls, it requires special effort in telephone sales calls. Most salespeople would not appear bored when meeting with a client face to face, but in telephone selling sustaining interest and enthusiasm in one's voice can be challenging. The more one modulates his voice, usually the more interesting he sounds. He can emphasize words with his voice.
Keeping an interested and positive voice when selling over the telephone is even more of a challenge in highly routinized and comparatively unchallenging telephone selling situations. Some selling borders on order taking, when salespeople have to take information only to make a referral to a different division. Salespeople in these rote roles can drift into sounding bored. To avoid this, remember that the objective at all times is to create a positive image of the organization to the client as well as to sell or close profitable business.
Whether a telemarketer is taking information or a message for a colleague, he should remember the following:
In conjunction with the other critical skills, presence adds to sales strength and flexibility and helps create a flow between the client's needs and the telemarketer's products.
8. Relating
If you cannot relate to your clients, you won't sell to them. This is as much a rule of human nature as it is a rule of selling. Relating is even more of a challenge over the phone, since the phone can depersonalize the situation. Yet it is possible to establish rapport and build relationships over the telephone.
Successful salespeople do have strong relationships with their clients, but they also know where to draw the line between what is friendship and what is business. A good relationship forms the basis for good business. What is a business relationship but a series of transactions? In most businesses, important transactions don't occur without a relationship. Whether it is primarily a one-time sale or there is the potential for ongoing business, rapport helps form the foundation so that a transaction or many transactions can take place. Rapport goes beyond small talk. Rapport is consideration and thoughtfulness; it is trust and value added.
9. Questioning
Being able to establish rapport and knowing how to question are the heart of consultative selling. Salespeople who increase their questions increase their sales. Because of the generic product environment of the nineties and the fact that product alone cannot be counted on to be the differentiator, questioning is more important than ever. This is because questions enable a person to position (tell a story from the client's point of view). But it is easy to fall into the trap of "telling," especially over the telephone. Of course there are times to tell, but how a person tells will be determined by what is asked and what is heard. Questions will help keep a person on at least a parallel track and eventually get on the same track as the client. Questions will also help qualify clients.
A look at the range of questions that will need to be asked and then the questioning skills which should be employed to ask them follows:
A. Decision-Making Questions
Who are the key contacts on the account( decision makers and influencers?
"How does your decision-making process work?"
"Who will be involved?"
"How long do you need to reach a decision?"
B. Relationship Questions
"How are we doing?" (How the client sees the relationship with you, performance, and his or her relationship with competitors.)
"Am I doing the right thing?" "What do you want me to do?" (Action steps) (How you as an individual salesperson are meeting the client's needs.)
"How satisfied have you been with our service except for this? How do you feel we handled...?"
"Is our billing detailed and timely enough for you?" (Logistics of the account.)
"When is a good time to call?" "When shall I call back?"
"May I ask who you do business with?" "Who is the best? What do you like about them? Who else do you work with?"
"Who else have you spoken to? Have you gotten proposals? What do you think...?"
C. Operation Questions
"How do you do it?" (How does the client's production or organization work?)
"How many or how often...? What is their...?"
"What budget have you set?" (Does this customer qualify?)
D. Problem Questions
"What is going on? What would your ideal situation be?" "What gaps do you see? (Don't ask this question too early( the right to have it answered must be earned.)
E. Strategy Questions
"What is your strategy/thinking in...?"
"May I ask why you want to go from X to Y?" (For example, manual to computer( find out why the customer wants to change.)
"How will... affect autonomy of..." (Changing roles in client organization.)
"Longer range, how are you...?" (Checking the 5-year plan.)
F. Interpersonal Questions
"Where do you live?" "Where do you go on vacation?" (What are the client's interests, family, situations?)
G. Need Questions
"Where are you looking to achieve?" "How is that working?"
"To what extent have you bought...?" (Likes/dislikes( what does the client buy/not buy?)
Questions are the tools used to help clients. They get beneath the surface of demands, and they expose needs. If a caller doesn't let clients talk, he may never get to know what their concerns are, and will probably miss getting their business. Questions are the best way to get them to talk; then he must listen well and leverage what is learned.
10. Listening
Being a good listener is one of the critical skills in selling, whether the selling is face to face or over the telephone, but listening is even more important in telephone selling.
Some tips for developing telephone listening skills are:
Do not interrupt. Be conscious of this. Let yourself be interrupted; stop talking and listen.
Make an effort to focus on what the client is saying. You are "on duty," so stay tuned in. Don't mentally abandon your post. Take notes as you listen and underline words your clients underscore with their voices so you can incorporate them in what you say.
Listen for pivotal words, wide words, key ideas, words that are inflected, and concerns and jot them down. These can be neon words that light up the client's voice or wide or ambiguous words you will need to clear up.
Listen for tone and pace and match both to become congruent with the clients, not to mimic them. For example, if the client is speaking softly and slowly, you are bound to be out of sync if you are loud and fast. Slow it up and soften it a bit to create a congruency. Pick up the client's approach and language. For instance, when the client is upbeat and highly articulate, be upbeat, articulate; when the client is serious and straightforward, be serious, straightforward. Always be professional. Avoid being down.
Be careful in how and when you use jargon. Jargon is good shorthand only if everybody understands it. Often in a face-to-face call you can read confusion or a question from the client's expression, but over the telephone this is not possible. So limit your use of jargon unless you are absolutely certain the client is familiar with it. When you do use a term that your client may or may not know, briefly define it, almost parenthetically. And as you cover each key point, remember to check if the client has any questions.
11. Positioning Product
Positioning is truly the super skill. By knowing the client's perceptions, preferences, and needs a telemarketer will be able to craft his product or idea accordingly. Positioning enables one to personalize, tailor, and get into a flow with the client.
To help position a product as it is sold over the telephone a telemarketer can follow these suggestions:
Play devil's advocate before you pick up the telephone and ask yourself "What is in it for the client?"
Come up with three compelling reasons why this client might be interested in your product. But remember to use the reasons one at a time and to check (question) before and after each one.
Do your homework on your clients and their organizations( begin to identify their business and nonbusiness needs.
Know your features and benefits so you know what you are talking about.
Ask "open" need and strategy questions so that you will understand the client.
Listen.
Tailor your statements and questions to the client you are approaching. An engineer may want to know details on how things work, but a purchasing manager may want to focus more on price and warranties.
Personalize your messages as well. Ask questions to get specific information on each client's approach and style.
Use your total offer. (core and value-added features and benefits)
Know your objective. For example, if you are an institutional salesperson, ask yourself if this is a call to do a trade now or a call to build the relationship for a trade in the future?
Plan your action step( know what your follow-up plan is and initiate it.
Use your features and benefits one at a time (at most two at a time) and check for feedback.
Use benefits early or your client is likely to say, "Listen, I've got to go."
When you don't have an answer, say, "Let me look into that. What specifically...? When...?"
Be selective. You have limited time over the telephone, so select key features and benefits and present them with an eye toward what the client wants to do.
Link features with their benefits by using words such as which means and so that to bond features with benefits. ("feature" which means "benefit")
Listen to what your clients say and incorporate their ideas into your responses.
Take notes as you listen so that you can incorporate your client's words now and again later. But don't repeat inflammatory words such as "absurdly low trade-in figure" which may further reinforce a misperception.
Listen to the client's voice. Read between the lines and adjust.
Speak your client's language.
Avoid jargon unless you are talking to another "Pro." Jargon is a great shorthand only if everyone understands it.
Match the client's level of sophistication( avoid talking down to clients or talking over their heads.
Be accurate in the information you provide, but don't wait until you have perfect information. Let your clients know when your information may be imperfect, but also let them know you care about giving timely information.
Choose your own words selectively. Avoid phrases such as "You wouldn't be interested in..." or "I'm just calling about..." Instead, use persuasive, confident words.
Avoid the term product. It is better to say, "We have a way to increase interest..." rather than, "We have a product called X."
Check( ask for feedback, keep the dialogue going, get a measure of how you are doing throughout the call, especially since you don't have the benefit of reading the clients' facial expressions to gauge their reactions. Keep checking. Keep asking, "How does that sound?" Get feedback.
Keep a positive attitude( remain helpful.
12. Checking
Checking lets a person get feedback from a client on what is being discussed. Checking means asking questions to gauge the client's reactions and is an essential skill in telephone selling, since one cannot see the client's reactions. Checking helps avoid waiting until the end of the call, if even then, to find out where the client is.
Checking means asking the client questions throughout the call to get direct feedback on what was just said. Checking allows one to find out something far more important than what he thinks. It helps find out what the client thinks.
Checking is not designed to get the client to say yes. It is designed to get at what the client thinks( Yes or No. Checking is an essential skill for salespeople who want to know, really know, their clients' needs and how well they stack up to meet them. It's designed to get good or bad feedback so that the salesperson can position and close.
All six critical skills( presence, rapport, questioning, listening, positioning, and checking( work together. They are interrelated, they form a skill set. A weakness in any one of these six critical skills will lower overall performance. The six critical skills are sales muscles; they provide sales strength and flexibility for salespeople.
Using a 900 Number
Using a 900 Number
The use of an 800 number, the cost is paid by the marketer. But, the use of the 900 number, the cost is paid by the consumer. The marketer determines the price.
The marketing advantages of the 900 number are as follows:
Recoup the cost of promotions.
Generate detailed customer databases.
Provide national of regional coverage.
Provide an instant response mechanism for print, broadcast, and direct-mail campaigns.
Produce qualified leads for sampling and couponing.
Offer measurability within hours or even minutes of a promotion or campaign.
Provide an interactive "one-on-one" selling opportunity.
Since audiotex is integral to the 900 number process, the marketer gets an invaluable printout of the names and addresses of all who call. The value of this mailing list can be further enhanced with a demographic overlay that profiles the characteristics of the respondents. Thus the marketer gets a clear picture of the marketplace and knows what other media mirror the established profile.
The 900-number is a new way of marketing a business and in some cases it is the business itself. A 900-number is a real advantage to businesses who offer referral information or services for which people are willing to pay. Basically a business pays an installation fee and then can charge a caller from anywhere.
The use of an 800 number, the cost is paid by the marketer. But, the use of the 900 number, the cost is paid by the consumer. The marketer determines the price.
The marketing advantages of the 900 number are as follows:
Recoup the cost of promotions.
Generate detailed customer databases.
Provide national of regional coverage.
Provide an instant response mechanism for print, broadcast, and direct-mail campaigns.
Produce qualified leads for sampling and couponing.
Offer measurability within hours or even minutes of a promotion or campaign.
Provide an interactive "one-on-one" selling opportunity.
Since audiotex is integral to the 900 number process, the marketer gets an invaluable printout of the names and addresses of all who call. The value of this mailing list can be further enhanced with a demographic overlay that profiles the characteristics of the respondents. Thus the marketer gets a clear picture of the marketplace and knows what other media mirror the established profile.
The 900-number is a new way of marketing a business and in some cases it is the business itself. A 900-number is a real advantage to businesses who offer referral information or services for which people are willing to pay. Basically a business pays an installation fee and then can charge a caller from anywhere.
Using an 800 Number
Using an 800 Number
In 1992, thirteen billion calls were made to 800 numbers, yielding sales of $7.73 billion. By 1997, sales from 800 numbers are expected to be $11.4 billion.
Offering a toll-free number encourages the customers and prospects to call, and many telecommunications companies have cost-effective services for small businesses. In many parts of the country, an 800 number service can be obtained and the area for which toll-free calling is provided can be specified. In other words, calls can be limited to certain parts of a state, region, or city, and a toll-free number provided just for customers in those areas.
Today, 800 number services are available through local Bell companies and through national long-distance firms, so there is usually a choice of vendors. Often an 800 service can be obtained without having to change the firm's phone number. Here's an example of some of the options and services that may be available. They are provided for customers of Pacific Bell who use "Custom 800" service:
o You may take your number with you if you move. For example, real estate agents working for one firm and using their own 800 number can take it with them if they move to another firm. (Clients will still call the same 800 number they are used to and still get the same sales agent)
o The area served can be as small as the territory covered by one three-digit phone number prefix, or you may specify several different areas.
o Printed reports from Pacific Bell, sorted by phone number, will tell you the prefixes your calls come from. They will also identify the area codes and prefixes for people who tried to call you toll-free but could not because they were outside your specified 800-number area.
o You can have calls routed to different offices at different times of the day. For example, if you have two offices that are staffed at different hours, you could have all 800 calls routed to one office during normal business hours and calls after hours routed to another office.
Services and costs vary substantially, so it's in a company's interest to check with different companies in an area. Firms levy setup charges and will charge extra for written usage reports in addition to the charges for each call. One question to ask 800-number provider is how the toll charges are billed. Some firms charge a flat rate per call, which may be more expensive than doing business with a company that bases the toll fees on the distance each call travels.
800 numbers are most commonly used in conjunction with direct mail offers, but once a number is established, the firm should use it on all materials such as stationery, brochures, specialty items, and so forth, as a benefit to customers. An 800-number can enhance the marketing power of promotional materials. A "hot-line" for answering questions can also be established. There are different types of toll-free numbers. The local phone company can discuss costs and options. However, if a firm goes through the expense of establishing an 800 number, it should make sure it has a staff person ready to answer the calls.
Americans order millions of dollars in goods over the telephone every day, establishing a toll-free phone number is an effective way to greatly increase the response rate of promotional efforts.
In 1992, thirteen billion calls were made to 800 numbers, yielding sales of $7.73 billion. By 1997, sales from 800 numbers are expected to be $11.4 billion.
Offering a toll-free number encourages the customers and prospects to call, and many telecommunications companies have cost-effective services for small businesses. In many parts of the country, an 800 number service can be obtained and the area for which toll-free calling is provided can be specified. In other words, calls can be limited to certain parts of a state, region, or city, and a toll-free number provided just for customers in those areas.
Today, 800 number services are available through local Bell companies and through national long-distance firms, so there is usually a choice of vendors. Often an 800 service can be obtained without having to change the firm's phone number. Here's an example of some of the options and services that may be available. They are provided for customers of Pacific Bell who use "Custom 800" service:
o You may take your number with you if you move. For example, real estate agents working for one firm and using their own 800 number can take it with them if they move to another firm. (Clients will still call the same 800 number they are used to and still get the same sales agent)
o The area served can be as small as the territory covered by one three-digit phone number prefix, or you may specify several different areas.
o Printed reports from Pacific Bell, sorted by phone number, will tell you the prefixes your calls come from. They will also identify the area codes and prefixes for people who tried to call you toll-free but could not because they were outside your specified 800-number area.
o You can have calls routed to different offices at different times of the day. For example, if you have two offices that are staffed at different hours, you could have all 800 calls routed to one office during normal business hours and calls after hours routed to another office.
Services and costs vary substantially, so it's in a company's interest to check with different companies in an area. Firms levy setup charges and will charge extra for written usage reports in addition to the charges for each call. One question to ask 800-number provider is how the toll charges are billed. Some firms charge a flat rate per call, which may be more expensive than doing business with a company that bases the toll fees on the distance each call travels.
800 numbers are most commonly used in conjunction with direct mail offers, but once a number is established, the firm should use it on all materials such as stationery, brochures, specialty items, and so forth, as a benefit to customers. An 800-number can enhance the marketing power of promotional materials. A "hot-line" for answering questions can also be established. There are different types of toll-free numbers. The local phone company can discuss costs and options. However, if a firm goes through the expense of establishing an 800 number, it should make sure it has a staff person ready to answer the calls.
Americans order millions of dollars in goods over the telephone every day, establishing a toll-free phone number is an effective way to greatly increase the response rate of promotional efforts.
When to Call
When to Call
When the salesperson approaches a prospect at the wrong time, nothing the salesperson says will bring a favorable response. Timing is of the utmost importance. The telephone company has prepared statistical information showing when is the best time for calling various people based on other priorities they may have their time:
1. Lawyers: between 11:00 A.M. and 2:00 P.M. or after 5:00 P.M.
2. Housewives and families: between 6:00 and 8:00 P.M.
3. Contractions and builders: before 9:00 A.M. and after 5:00 P.M.
4. Chemists and engineers: between 4:00 and 5:00 P.M.
5. Executives and heads of business: after 10:30 A.M.
6. Public accountants: any time but avoid January 15th through April 15th
Sales professionals analyze the work and home habits of their prospects and call at the appropriate time. When they get to the appointment, they ask, "What time would you prefer I call you in the future?" If you have trouble getting by a secretarial screen, try calling before 8 A.M., noon to 1 P.M., or after 5 P.M. Business people have a tendency to answer their own telephone when their secretaries are out.
When the salesperson approaches a prospect at the wrong time, nothing the salesperson says will bring a favorable response. Timing is of the utmost importance. The telephone company has prepared statistical information showing when is the best time for calling various people based on other priorities they may have their time:
1. Lawyers: between 11:00 A.M. and 2:00 P.M. or after 5:00 P.M.
2. Housewives and families: between 6:00 and 8:00 P.M.
3. Contractions and builders: before 9:00 A.M. and after 5:00 P.M.
4. Chemists and engineers: between 4:00 and 5:00 P.M.
5. Executives and heads of business: after 10:30 A.M.
6. Public accountants: any time but avoid January 15th through April 15th
Sales professionals analyze the work and home habits of their prospects and call at the appropriate time. When they get to the appointment, they ask, "What time would you prefer I call you in the future?" If you have trouble getting by a secretarial screen, try calling before 8 A.M., noon to 1 P.M., or after 5 P.M. Business people have a tendency to answer their own telephone when their secretaries are out.
Do's and Don'ts of Telemarketing
Do's and Don'ts of Telemarketing
DO NOT DO
1 Scowl 1 Smile
2 Mutter 2 Speak clearly and politely
3 Sound tired 3 Be enthusiastic
4 Speak in a monotonous tone 4 Lower the pitch of your voice for friendly conversation
5 Be negative 5 Talk in a positive mood
6 Be overconfident 6 Be prepared to answer objections
7 Talk down into transmitter 7 Talk directly into mouthpiece
8 Ramble 8 Come to the point( ask for the appointment or sale
9 Do something to the customer 9 Do something for the customer
10 Argue 10 Discuss
11 Hang up abruptly if service is refused 11 Politely thank the customer for listening to you
12 Assume you are understood 12 Ask to find out
13 Be overwhelming 13 Use a cassette recorder to hear how you sound
DO NOT DO
1 Scowl 1 Smile
2 Mutter 2 Speak clearly and politely
3 Sound tired 3 Be enthusiastic
4 Speak in a monotonous tone 4 Lower the pitch of your voice for friendly conversation
5 Be negative 5 Talk in a positive mood
6 Be overconfident 6 Be prepared to answer objections
7 Talk down into transmitter 7 Talk directly into mouthpiece
8 Ramble 8 Come to the point( ask for the appointment or sale
9 Do something to the customer 9 Do something for the customer
10 Argue 10 Discuss
11 Hang up abruptly if service is refused 11 Politely thank the customer for listening to you
12 Assume you are understood 12 Ask to find out
13 Be overwhelming 13 Use a cassette recorder to hear how you sound
The Strategies of Telemarketing
The Strategies of Telemarketing
________________________________________
Most Telemarketing professionals consider Telemarketing to be a marketing discipline that uses remote selling and services techniques to execute a marketing strategy. In brief, it is far more than an 800 number, or a bank of operators waiting to take your order. Used properly, Telemarketing becomes a driving force in a company's strategic planning.
4.1 Preparing for the Telephone Sales Call
In telephone selling, a haphazard approach usually leads to haphazard results. To maximize your telephone time, it is essential to prepare. Preparation calls for a disciplined system. Successful telephone salespeople start with a call list and develop a system for tracking where they are with each call.
The fundamentals of any effective telephone system include:
• For prospecting, a concentrated block of time that you dedicate to your calls, not just one call between other activities.
• An objective for number of calls you want to complete per day.
• Your client or prospect list for the day -- in priority order.
• A well-organized desk and environment.
• An objective (what you want to see happen) for each call.
• A record of each call. (It should be the client information, details, next steps)
• A memo system to trigger actions and follow-up.
________________________________________
4.2 Getting Through to the Right Person
Getting through to the right person is essential, whether are selling over the telephone or face-to-face. Not only is a presentation to the wrong person a waste of time, but it can also endanger the sale. Several points follow:
1. Finding the Decision Maker
When dealing with a small business, it usually is not difficult to identify the individual with authority to make a decision; however, it is not so cut and dried when calling a large organization for the first time. Naturally, when a reliable source has recommended a specific individual as the decision maker, there is not any problem. But without the advantage of such information, getting through to the right person may require some fairly fancy footwork.
2. Getting Through the Third Party, the Screener
A third party stands between the salesperson and the individual he is trying to reach. It may be a receptionist, an assistant, or a spouse. The most commonly encountered third party is probably the private secretary, and he is also the most skilled at screening calls.
3. Speaking with Authority
This is especially important in getting through the screener, whose job is to separate trivial calls from important ones. Getting through the screener will never be a problem for you if you remember that you are important.
4. Leaving a Message
Leaving a message that works is an integral part of selling on the telephone. Often, you will not be able to get through to an individual on the first call, so it will be necessary for you to call back or to leave a message.
5. Calling Back
When an individual is difficult to reach and does not return your call, do not hesitate to call again. All these techniques take practice, but developing them is an essential part of good telephone selling. In short, you must get through to the prospect before anything can be sold.
There will always be some instances when a caller will have to make a series of calls before finally getting to talk directly with the prospect. One must work on establishing rapport with the screener, while maintaining an image of authority. Whether he leaves a message after the first call or the fourth, leaving an effective message also requires authority and a quiet suggestion of urgency.
________________________________________
4.3 Developing and Maintaining a Database
Developing a basic customer database is very important. Creative enhancements to the database can improve sales efficiency dramatically, but the first question to be answered is "What data should be included in the basic database?" The database requirement varies by category of business and/or type of customer.
For telemarketers, a key source of data is the call report. The call report should capture the history of each account and give direction for future servicing. Basic data, which should go into the database, include the following:
• Key contact
• Title
• Telephone
• Best calling time
• Time zone
• Mailing and shipping address
• SIC # (standard industrial classification) if a business firm
• Source of original contact
• History of purchases
• Current buying pattern
• Special requirements
• Credit limit
• Personal notes
• Other products/services in the discussion stage
• Log of call by dates
• Follow-up call cycle
With these data safely stored in the computer, carrying on meaningful dialogues with a customer base becomes a piece of cake. The computer makes sure that each telephone salesperson is given a list of scheduled follow-up calls each day. Prior to each call the total picture of the account appears on the screen. Complete recall results. Even though a salesperson might have a block of four hundred accounts, he or she can be as knowledgeable in conversation with a given account as if the salesperson had none other to serve.
________________________________________
4.4 The Telephone Presentation
Before talking about the telephone presentation, a caller should analyze ten questions first.
1. Do I use short, simple, uncomplicated words?
2. Do I mention a benefit to the prospect?
3. Do I express my prime message so it would be understood?
4. Do I maintain a positive mental attitude?
5. Do I emphasize the benefits of doing business with me and my company?
6. Do I have a professional way of "qualifying"?
7. Do I stick to a logical order in my presentation?
8. Do I have all the facts about my offering so I can answer any questions?
9. Do I smile before I pick up the telephone?
10. Do I ask for the order?
If the answer is "NO" to any of the above questions, positive steps must be taken to correct it. There are some rules that telemarketers should consider in marketing a telephone presentation:
1. Study your product or service: Write a list of all important features and, more important, their functions and benefits. Consider their price, quality, availability, and how they have helped others.
2. Analyze your prospect list: Determine your present customers, what they have been buying, and whom they've been buying from lately. If former customers, why did they stop buying? What do you know about them? Have you done your homework to determine their possible needs and wants? Also, what might they know about you that would make it easier for them to understand your company? The more information you have , the easier it will be to select the proper opening remarks and the best sales approach to use.
3. Write out or use your computer to list the key ideas you want to cover: Make sure all vital points are included. By covering all the main points you want to review, you are essentially preparing a presentation.
4. Get attention and interest, which is the warm-up portion vital to success in any effort to sell by telephone: Always smile, then (a) greet the prospect by name. During your opening comments, refer to how you obtained his or her name and company; (b) introduce yourself by making a simple statement of your name and company; (c) make an attention-getting statement by appealing to the prospect's self-interest or curiosity. It should be brief and to the point. A statement such as this deserves a great deal of care and preparation.
5. Create a desire for the product or service: Your voice alone has to do the selling. You have to tell your prospects what you are offering, why they need it; what it will do for them; and how, when, and where they can get it. The price and service may be discussed. Be creative and add a little sparkle to your sales talk. By knowing your product, you should be in a good position to create this appealing statement in such a way that the prospects can visualize from your words exactly what you mean.
6. You must describe the product realistically: Speak in terms that your prospect will understand and relate to. Smile before you pick up the telephone.
7. Give all necessary facts: Don't assume or leave anything to the interpretation of the listener( be specific.
In addition, the following are some techniques of selling that the caller should take into account. (Please see Table 4.1)
• Be prepared to talk when your prospect answers your call: Know about your product, its applications, availability, pricing, and benefits. Don't call unless you can devote your entire attention to the call. Review all past relevant information about the prospect before you pick up the receiver to dial.
• Speak distinctly in an ordinary conversational tone: You are talking with prospects and you want to make them friends and customers. Avoid technical phrases or jargon they may not understand. Talk your story; don't read it. Help your prospect to buy( use word pictures to specifically describe your product and what it will do. Be specific in size, color, application, and so forth. Use sparkle in your presentation. Avoid generalities and vague comparisons. Give customers a choice when you ask for an order or set up an appointment.
• Be polite, don't argue: You may win an argument and lose the sale. Smile before you pick up the phone so the customer hears a smile in your voice.
• Follow through: Do what you agree to do, whether it was to put something in the mail, follow up at a later date, set up an appointment, or contact someone else. Don't be discouraged in the course of your selling effort. The cost of using the telephone is so low that you can afford many unsuccessful calls to develop one good prospect or make a sale. The more calls you make without a sale, the closer you are to getting one. You should understand how to improve after each call.
________________________________________
Most Telemarketing professionals consider Telemarketing to be a marketing discipline that uses remote selling and services techniques to execute a marketing strategy. In brief, it is far more than an 800 number, or a bank of operators waiting to take your order. Used properly, Telemarketing becomes a driving force in a company's strategic planning.
4.1 Preparing for the Telephone Sales Call
In telephone selling, a haphazard approach usually leads to haphazard results. To maximize your telephone time, it is essential to prepare. Preparation calls for a disciplined system. Successful telephone salespeople start with a call list and develop a system for tracking where they are with each call.
The fundamentals of any effective telephone system include:
• For prospecting, a concentrated block of time that you dedicate to your calls, not just one call between other activities.
• An objective for number of calls you want to complete per day.
• Your client or prospect list for the day -- in priority order.
• A well-organized desk and environment.
• An objective (what you want to see happen) for each call.
• A record of each call. (It should be the client information, details, next steps)
• A memo system to trigger actions and follow-up.
________________________________________
4.2 Getting Through to the Right Person
Getting through to the right person is essential, whether are selling over the telephone or face-to-face. Not only is a presentation to the wrong person a waste of time, but it can also endanger the sale. Several points follow:
1. Finding the Decision Maker
When dealing with a small business, it usually is not difficult to identify the individual with authority to make a decision; however, it is not so cut and dried when calling a large organization for the first time. Naturally, when a reliable source has recommended a specific individual as the decision maker, there is not any problem. But without the advantage of such information, getting through to the right person may require some fairly fancy footwork.
2. Getting Through the Third Party, the Screener
A third party stands between the salesperson and the individual he is trying to reach. It may be a receptionist, an assistant, or a spouse. The most commonly encountered third party is probably the private secretary, and he is also the most skilled at screening calls.
3. Speaking with Authority
This is especially important in getting through the screener, whose job is to separate trivial calls from important ones. Getting through the screener will never be a problem for you if you remember that you are important.
4. Leaving a Message
Leaving a message that works is an integral part of selling on the telephone. Often, you will not be able to get through to an individual on the first call, so it will be necessary for you to call back or to leave a message.
5. Calling Back
When an individual is difficult to reach and does not return your call, do not hesitate to call again. All these techniques take practice, but developing them is an essential part of good telephone selling. In short, you must get through to the prospect before anything can be sold.
There will always be some instances when a caller will have to make a series of calls before finally getting to talk directly with the prospect. One must work on establishing rapport with the screener, while maintaining an image of authority. Whether he leaves a message after the first call or the fourth, leaving an effective message also requires authority and a quiet suggestion of urgency.
________________________________________
4.3 Developing and Maintaining a Database
Developing a basic customer database is very important. Creative enhancements to the database can improve sales efficiency dramatically, but the first question to be answered is "What data should be included in the basic database?" The database requirement varies by category of business and/or type of customer.
For telemarketers, a key source of data is the call report. The call report should capture the history of each account and give direction for future servicing. Basic data, which should go into the database, include the following:
• Key contact
• Title
• Telephone
• Best calling time
• Time zone
• Mailing and shipping address
• SIC # (standard industrial classification) if a business firm
• Source of original contact
• History of purchases
• Current buying pattern
• Special requirements
• Credit limit
• Personal notes
• Other products/services in the discussion stage
• Log of call by dates
• Follow-up call cycle
With these data safely stored in the computer, carrying on meaningful dialogues with a customer base becomes a piece of cake. The computer makes sure that each telephone salesperson is given a list of scheduled follow-up calls each day. Prior to each call the total picture of the account appears on the screen. Complete recall results. Even though a salesperson might have a block of four hundred accounts, he or she can be as knowledgeable in conversation with a given account as if the salesperson had none other to serve.
________________________________________
4.4 The Telephone Presentation
Before talking about the telephone presentation, a caller should analyze ten questions first.
1. Do I use short, simple, uncomplicated words?
2. Do I mention a benefit to the prospect?
3. Do I express my prime message so it would be understood?
4. Do I maintain a positive mental attitude?
5. Do I emphasize the benefits of doing business with me and my company?
6. Do I have a professional way of "qualifying"?
7. Do I stick to a logical order in my presentation?
8. Do I have all the facts about my offering so I can answer any questions?
9. Do I smile before I pick up the telephone?
10. Do I ask for the order?
If the answer is "NO" to any of the above questions, positive steps must be taken to correct it. There are some rules that telemarketers should consider in marketing a telephone presentation:
1. Study your product or service: Write a list of all important features and, more important, their functions and benefits. Consider their price, quality, availability, and how they have helped others.
2. Analyze your prospect list: Determine your present customers, what they have been buying, and whom they've been buying from lately. If former customers, why did they stop buying? What do you know about them? Have you done your homework to determine their possible needs and wants? Also, what might they know about you that would make it easier for them to understand your company? The more information you have , the easier it will be to select the proper opening remarks and the best sales approach to use.
3. Write out or use your computer to list the key ideas you want to cover: Make sure all vital points are included. By covering all the main points you want to review, you are essentially preparing a presentation.
4. Get attention and interest, which is the warm-up portion vital to success in any effort to sell by telephone: Always smile, then (a) greet the prospect by name. During your opening comments, refer to how you obtained his or her name and company; (b) introduce yourself by making a simple statement of your name and company; (c) make an attention-getting statement by appealing to the prospect's self-interest or curiosity. It should be brief and to the point. A statement such as this deserves a great deal of care and preparation.
5. Create a desire for the product or service: Your voice alone has to do the selling. You have to tell your prospects what you are offering, why they need it; what it will do for them; and how, when, and where they can get it. The price and service may be discussed. Be creative and add a little sparkle to your sales talk. By knowing your product, you should be in a good position to create this appealing statement in such a way that the prospects can visualize from your words exactly what you mean.
6. You must describe the product realistically: Speak in terms that your prospect will understand and relate to. Smile before you pick up the telephone.
7. Give all necessary facts: Don't assume or leave anything to the interpretation of the listener( be specific.
In addition, the following are some techniques of selling that the caller should take into account. (Please see Table 4.1)
• Be prepared to talk when your prospect answers your call: Know about your product, its applications, availability, pricing, and benefits. Don't call unless you can devote your entire attention to the call. Review all past relevant information about the prospect before you pick up the receiver to dial.
• Speak distinctly in an ordinary conversational tone: You are talking with prospects and you want to make them friends and customers. Avoid technical phrases or jargon they may not understand. Talk your story; don't read it. Help your prospect to buy( use word pictures to specifically describe your product and what it will do. Be specific in size, color, application, and so forth. Use sparkle in your presentation. Avoid generalities and vague comparisons. Give customers a choice when you ask for an order or set up an appointment.
• Be polite, don't argue: You may win an argument and lose the sale. Smile before you pick up the phone so the customer hears a smile in your voice.
• Follow through: Do what you agree to do, whether it was to put something in the mail, follow up at a later date, set up an appointment, or contact someone else. Don't be discouraged in the course of your selling effort. The cost of using the telephone is so low that you can afford many unsuccessful calls to develop one good prospect or make a sale. The more calls you make without a sale, the closer you are to getting one. You should understand how to improve after each call.
Are You for Real?
Are You for Real?
What do you know about the call center Industry?
Applicant: The call ctr. industry is booming out, side by side, somewhere else. (Huuuwhaaat?)
----------------
Applicant: The call center is a booming industry for the past few days and I want to part of that boom! (sumabog ka sana!)
--------------------------
Applicant: It's easy to be a call center, just looks arounds you, that why i want to become a call center! (building ito!)
--------------------------
Applicant: Oh im sorry, i sit corrected. (oo nga naman, nakaupo sha eh!)
--------------------------
Applicant: Im afraid to dead. I feel that im not ready to die.
--------------------------
Applicant: I usually play PS2 at night when there is no loud.
-----------------------------
Recruiter: You look familiar. I think i already spoke to you before. Do you remember when you were last here?
Applicant: I think months from now. (psychic ito!)
----------------------------
Recruiter: Why do you want to work in a call center?
Applicant: From Manila Bulletin. (ang gulo... i drug test nyo na to')
Recruiter: Ah okay, but my question is, why do you want to work here?
Applicant: Well, I graduated from CEU with a course of blahblah..... (out...out...out....)
------------------------
Applicant: I'm a work alcoholic.
----------------------
Applicant: I'm the eldest and the only child in our family. (arrrgggghhh...ADIK KA!)
------------------------
Applicant: I'm a hardworking...(yes..please continue...)
-------------------
Recruiter : Can you give me 3 values that you can contribute to the company?
Applicant : As a nurse, we were taught at hospital 3 things ... TENDER.. LOVING ... CARE.. you get what i mean? (OH YES I DO!)
-------------------
Recruiter : Can you please count from 1 to 20?
Applicant : starting from 1 ma'am?
Recruiter : UH.. yes
Applicant : (clears throat) wun, chew, tree, four, fibe, zix, zeven, eight, nine, ten, elevun, twulve, thirTEN, forTEN, fifTEN, sixTEN, sevenTEN, eighTEN, nineTEN, tweyny
Recruiter : Umm... ok, thank you very much for interviewing with us ....
(NAHILO ANG INTERVIEWER)
----------
Recruiter : Can you please count slowly from 1 to 20?
Applicant : In what language? (ABA!)
-----------
Recruiter : Why do you want to work as an agent?
Applicant : Agent ho?
Recruiter : Yes. Why do you want to work as a call center agent?
Applicant : Call center ho?
Recruiter : YES. This is a call center. My question is why are you interested? Applicant : I am willing po. (GRRRRRR!!!!)
---------------
Recruiter : Why do you want to work in a call center?
Applicant : Because of the big bucks of money.. i want to hab a house
What do you know about the call center Industry?
Applicant: The call ctr. industry is booming out, side by side, somewhere else. (Huuuwhaaat?)
----------------
Applicant: The call center is a booming industry for the past few days and I want to part of that boom! (sumabog ka sana!)
--------------------------
Applicant: It's easy to be a call center, just looks arounds you, that why i want to become a call center! (building ito!)
--------------------------
Applicant: Oh im sorry, i sit corrected. (oo nga naman, nakaupo sha eh!)
--------------------------
Applicant: Im afraid to dead. I feel that im not ready to die.
--------------------------
Applicant: I usually play PS2 at night when there is no loud.
-----------------------------
Recruiter: You look familiar. I think i already spoke to you before. Do you remember when you were last here?
Applicant: I think months from now. (psychic ito!)
----------------------------
Recruiter: Why do you want to work in a call center?
Applicant: From Manila Bulletin. (ang gulo... i drug test nyo na to')
Recruiter: Ah okay, but my question is, why do you want to work here?
Applicant: Well, I graduated from CEU with a course of blahblah..... (out...out...out....)
------------------------
Applicant: I'm a work alcoholic.
----------------------
Applicant: I'm the eldest and the only child in our family. (arrrgggghhh...ADIK KA!)
------------------------
Applicant: I'm a hardworking...(yes..please continue...)
-------------------
Recruiter : Can you give me 3 values that you can contribute to the company?
Applicant : As a nurse, we were taught at hospital 3 things ... TENDER.. LOVING ... CARE.. you get what i mean? (OH YES I DO!)
-------------------
Recruiter : Can you please count from 1 to 20?
Applicant : starting from 1 ma'am?
Recruiter : UH.. yes
Applicant : (clears throat) wun, chew, tree, four, fibe, zix, zeven, eight, nine, ten, elevun, twulve, thirTEN, forTEN, fifTEN, sixTEN, sevenTEN, eighTEN, nineTEN, tweyny
Recruiter : Umm... ok, thank you very much for interviewing with us ....
(NAHILO ANG INTERVIEWER)
----------
Recruiter : Can you please count slowly from 1 to 20?
Applicant : In what language? (ABA!)
-----------
Recruiter : Why do you want to work as an agent?
Applicant : Agent ho?
Recruiter : Yes. Why do you want to work as a call center agent?
Applicant : Call center ho?
Recruiter : YES. This is a call center. My question is why are you interested? Applicant : I am willing po. (GRRRRRR!!!!)
---------------
Recruiter : Why do you want to work in a call center?
Applicant : Because of the big bucks of money.. i want to hab a house
PRO-ACTIVE AGENT
Proactive vs. Reactive
A proactive person is results-oriented.
A reactive person is in the blaming mode.
A proactive person is responsible for his attitudes and actions.
A reactive person is influenced negatively by circumstances.
Proactive vs. Reactive
A proactive person sees an answer for every problem.
A reactive person sees problem in every answer.
A proactive person is part of the solution.
A reactive person is part of the problem.
Emotional Bank Account
DEPOSIT Courtesy
Respect
Kindness
Patience
Service
Honesty
Be a change Agent
A Change Agent is a proactive person who puts an end to negative tendency in the workplace, home, community, and in the society at large.
Overreactions
Ego trips
Not keeping promises
Giving false expectations
Disloyalty
Be a change Agent
A Change Agent is a proactive person who puts an end to negative tendency in the workplace, home, community, and in the society at large.
A proactive person is results-oriented.
A reactive person is in the blaming mode.
A proactive person is responsible for his attitudes and actions.
A reactive person is influenced negatively by circumstances.
Proactive vs. Reactive
A proactive person sees an answer for every problem.
A reactive person sees problem in every answer.
A proactive person is part of the solution.
A reactive person is part of the problem.
Emotional Bank Account
DEPOSIT Courtesy
Respect
Kindness
Patience
Service
Honesty
Be a change Agent
A Change Agent is a proactive person who puts an end to negative tendency in the workplace, home, community, and in the society at large.
Overreactions
Ego trips
Not keeping promises
Giving false expectations
Disloyalty
Be a change Agent
A Change Agent is a proactive person who puts an end to negative tendency in the workplace, home, community, and in the society at large.
10 WAYS TO MOTIVATE YOURSELF:
• Write down your goals. It will help you gauge how
far you’ve gone and how far you need to go to attain
them.
• Don’t linger in the past. Learn from your mistakes
and move on.
• Respect other people’s opinions. Ultimately, getting
along with other people can also affect how you spend
your time getting to where you need to be.
• Don’t be prone to burnout. Take a break when you
need to recharge.
• Get into the kind of work that you like. You can
solve this by just applying for jobs that you believe
would bring you joy in the doing.
• Expect a lot of bad turns to go your way. Do not set
yourself up for unreasonable tasks.
• Remember the why's of your actions. Keep a record of
your decisions: start a journal and refer to it
occasionally.
• Shape your own style. Learn to work with your own
rhythm.
• Be exposed to inspirational sources. Listen to good
music. Read books. Watch movies that could elicit the
kind of sentiment that will give you that groove to
work on tasks at hand.
• Know that you're not alone. Everyone feels lost
sometimes. Some people takes several years to figure
out what they really want to do with their lives, so
don’t stress it.
far you’ve gone and how far you need to go to attain
them.
• Don’t linger in the past. Learn from your mistakes
and move on.
• Respect other people’s opinions. Ultimately, getting
along with other people can also affect how you spend
your time getting to where you need to be.
• Don’t be prone to burnout. Take a break when you
need to recharge.
• Get into the kind of work that you like. You can
solve this by just applying for jobs that you believe
would bring you joy in the doing.
• Expect a lot of bad turns to go your way. Do not set
yourself up for unreasonable tasks.
• Remember the why's of your actions. Keep a record of
your decisions: start a journal and refer to it
occasionally.
• Shape your own style. Learn to work with your own
rhythm.
• Be exposed to inspirational sources. Listen to good
music. Read books. Watch movies that could elicit the
kind of sentiment that will give you that groove to
work on tasks at hand.
• Know that you're not alone. Everyone feels lost
sometimes. Some people takes several years to figure
out what they really want to do with their lives, so
don’t stress it.
Motivation in the Workplace
Ah, motivation. That elusive muse that keeps everyone
going (in)sane. Motivation is everywhere: Why do
people fall in love? Why do people go to the gym? Why
do we buy certain things? What is motivation anyway?
Motivation is the fuel that drives people to achieve
things despite being faced by obstacles to the goal.
Motivation can come in many forms; whether financial,
emotional, physical or other, motivation is a
necessary ingredient to keep us going on. One of the
most common places where motivation is most needed is
in the workplace, where long hours of work and
difficult relationships can get us to give up, if
we're not properly motivated. What does it take to be
motivated in the workplace? Here are a few ideas:
Live in the present
According to Nancy O’Hara in her book Work from the
inside out, “We are looking for certainty… and when we
construct in our minds a vision of how things should
be…we can’t help but be disappointed, since the
reality is always different.” Eliminating expectations
should be the first step to gaining motivation. When
we desire material things, we get saddened when we
don’t get what we want when we want it—like right
away. We expect certain outcomes and when we don’t see
it materializing, we feel disappointed and ultimately,
resentful about it.
O’Hara writes, “Desire is the first cause of
disillusionment and disappointment.” She adds that the
best way to eliminate expectations would be to just
live in the present. Scott, a 30-year old supervisor
shared, “Joking around is what makes the day go by; a
long loud scream in the morning pumps me up and gets
me ready.” It sounds easy, but living day by day would
be hell if you don’t like what you do. You can only do
so much with what you have.
“You are your work”
O’Hara hit the target when she wrote that “Work is not
something that doesn’t matter, that has no merit, that
is just something to get through, to endure….” If you
find that work is something you trudge through instead
of something you breeze through, it’s time to analyze
your position. Work gives us dignity. Why are you
where you are now? Looming unemployment is not exactly
a favorable option, but working in a job that (at the
most extreme) you hate may well be just as bad.
Though money is a determining a factor, there are jobs
out there that don’t pay much but offer rich sources
for gaining experience. Instead of working for a
fast-food outlet and earning minimum wage, why not be
an intern in a company that matches your interest? It
may not pay much or you may not even be compensated at
all, but you will learn a lot, which will give you an
edge in building up your résumé. You may well find
that an impressive résumé is one of the best tools you
can use to open up bigger and better opportunities to
yourself.
Know what your plans are
A map is useful if you know the destination. Working
in a job without any definite goal or plan in mind
will make you liable to drift aimlessly. This
experience can be a waste of time that scatters energy
and creativity. Time does not stop for anybody. Before
you know it, the year would have passed and you have
nothing to show for.
Most of the people I talked with didn’t have any
semblance of a plan. Most of them stick to the here
and now. An employee in a testing company, 29-year old
Travis, confided, “I can tell you what gets me up in
the morning: [the rock band] 311 blares on my stereo,
and I lay in bed wishing I could sleep all day. Then
my kitty [cat] comes and licks my face, and I pet her
and eventually I decide [that] if I don't get out of
bed I never will, so I get out of bed and into the
shower. That's it. That's the magic that gets me to
work day in and day out.”
Some are hindered by fear: of failure, or of making a
wrong decision. “Why should I change jobs when I get
compensated well, have great insurance and I’m
familiar with what I’m doing?” asks Jenny, a 25-year
old secretary in a publishing house. Jenny has a
bachelor’s degree in English, but never had the guts
to try out in one of the school districts where she
could really do what she went to school for. Every
day, she feels like a zombie, going to work just
because she has to. Knowing the root of the problem
can help you plan where you truly want to be.
“Challenge yourself every day to find something in
your work to be grateful for.”
Artists have a more interesting take on motivation
since theirs is a struggle with creativity. Mark, a
24-year old composer simply stated, “I love music.”
Loving what you do makes for good motivation. Max,
another musician who has recently left his day job to
concentrate solely on his music told me that: “No
matter how foolish it is, you always think that you’re
the greatest composer who ever lived. It may [or may
not be] correct, but that’s your conviction.”
Gordy, a 25-year old freelance musician as well,
avowed, “If you wake up in the morning and the first
thing you think of is music, that’s what you’re meant
to do.” Yet another musician, John, added, “Friday
comes around and if you’re really into music and [in]
what you’re doing, [my] weekend is a time for people
not to bug me [so I can work on my music].”
At the core of attaining motivation, many struggle to
pre-occupy themselves with anything that will make
life a little less burdensome. Mike, a 21-year old
programmer explained, “I start talking to myself,
saying that I won't get anywhere if I don't try.
Nothing is impossible, it only requires some effort.”
Philip, a middle-aged employee in an administrative
position, summed it up, “[I get motivated in] a number
of ways, music always does it. I love to hear it and
play it. These days poverty is a big motivator. It
sucks. I am here because the schedule allows me to go
to school. Believe it or not, God motivates me a lot.
To clean up my life and do good and stuff.”
going (in)sane. Motivation is everywhere: Why do
people fall in love? Why do people go to the gym? Why
do we buy certain things? What is motivation anyway?
Motivation is the fuel that drives people to achieve
things despite being faced by obstacles to the goal.
Motivation can come in many forms; whether financial,
emotional, physical or other, motivation is a
necessary ingredient to keep us going on. One of the
most common places where motivation is most needed is
in the workplace, where long hours of work and
difficult relationships can get us to give up, if
we're not properly motivated. What does it take to be
motivated in the workplace? Here are a few ideas:
Live in the present
According to Nancy O’Hara in her book Work from the
inside out, “We are looking for certainty… and when we
construct in our minds a vision of how things should
be…we can’t help but be disappointed, since the
reality is always different.” Eliminating expectations
should be the first step to gaining motivation. When
we desire material things, we get saddened when we
don’t get what we want when we want it—like right
away. We expect certain outcomes and when we don’t see
it materializing, we feel disappointed and ultimately,
resentful about it.
O’Hara writes, “Desire is the first cause of
disillusionment and disappointment.” She adds that the
best way to eliminate expectations would be to just
live in the present. Scott, a 30-year old supervisor
shared, “Joking around is what makes the day go by; a
long loud scream in the morning pumps me up and gets
me ready.” It sounds easy, but living day by day would
be hell if you don’t like what you do. You can only do
so much with what you have.
“You are your work”
O’Hara hit the target when she wrote that “Work is not
something that doesn’t matter, that has no merit, that
is just something to get through, to endure….” If you
find that work is something you trudge through instead
of something you breeze through, it’s time to analyze
your position. Work gives us dignity. Why are you
where you are now? Looming unemployment is not exactly
a favorable option, but working in a job that (at the
most extreme) you hate may well be just as bad.
Though money is a determining a factor, there are jobs
out there that don’t pay much but offer rich sources
for gaining experience. Instead of working for a
fast-food outlet and earning minimum wage, why not be
an intern in a company that matches your interest? It
may not pay much or you may not even be compensated at
all, but you will learn a lot, which will give you an
edge in building up your résumé. You may well find
that an impressive résumé is one of the best tools you
can use to open up bigger and better opportunities to
yourself.
Know what your plans are
A map is useful if you know the destination. Working
in a job without any definite goal or plan in mind
will make you liable to drift aimlessly. This
experience can be a waste of time that scatters energy
and creativity. Time does not stop for anybody. Before
you know it, the year would have passed and you have
nothing to show for.
Most of the people I talked with didn’t have any
semblance of a plan. Most of them stick to the here
and now. An employee in a testing company, 29-year old
Travis, confided, “I can tell you what gets me up in
the morning: [the rock band] 311 blares on my stereo,
and I lay in bed wishing I could sleep all day. Then
my kitty [cat] comes and licks my face, and I pet her
and eventually I decide [that] if I don't get out of
bed I never will, so I get out of bed and into the
shower. That's it. That's the magic that gets me to
work day in and day out.”
Some are hindered by fear: of failure, or of making a
wrong decision. “Why should I change jobs when I get
compensated well, have great insurance and I’m
familiar with what I’m doing?” asks Jenny, a 25-year
old secretary in a publishing house. Jenny has a
bachelor’s degree in English, but never had the guts
to try out in one of the school districts where she
could really do what she went to school for. Every
day, she feels like a zombie, going to work just
because she has to. Knowing the root of the problem
can help you plan where you truly want to be.
“Challenge yourself every day to find something in
your work to be grateful for.”
Artists have a more interesting take on motivation
since theirs is a struggle with creativity. Mark, a
24-year old composer simply stated, “I love music.”
Loving what you do makes for good motivation. Max,
another musician who has recently left his day job to
concentrate solely on his music told me that: “No
matter how foolish it is, you always think that you’re
the greatest composer who ever lived. It may [or may
not be] correct, but that’s your conviction.”
Gordy, a 25-year old freelance musician as well,
avowed, “If you wake up in the morning and the first
thing you think of is music, that’s what you’re meant
to do.” Yet another musician, John, added, “Friday
comes around and if you’re really into music and [in]
what you’re doing, [my] weekend is a time for people
not to bug me [so I can work on my music].”
At the core of attaining motivation, many struggle to
pre-occupy themselves with anything that will make
life a little less burdensome. Mike, a 21-year old
programmer explained, “I start talking to myself,
saying that I won't get anywhere if I don't try.
Nothing is impossible, it only requires some effort.”
Philip, a middle-aged employee in an administrative
position, summed it up, “[I get motivated in] a number
of ways, music always does it. I love to hear it and
play it. These days poverty is a big motivator. It
sucks. I am here because the schedule allows me to go
to school. Believe it or not, God motivates me a lot.
To clean up my life and do good and stuff.”
The Stress Factor
We hear people say "I'm depressed," but not "I'm
fatigued." We don't usually complain about fatigue
because we all assume that work can and will tire us
out. Brenda, a 30-year old waitress shared, "We all
feel tired, I'm tired of this job, but I have to work
and telling someone about it doesn't make sense." What
is fatigue? Dr. Ronald Hoffman, in his book Tired all
the time calls it "bone-deep weariness." It's when you
have absolutely no energy to do anything. When you
mention fatigue, no warning bells sound off, "It's not
a fatal disease..." so people dismiss it as lack of
sleep or overexertion.
Fatigue can strike anyone, but it's more common among
people in their late twenties to late thirties, aptly
labeling the condition as the "yuppie flu." Statistics
show that fatigue is also more common among women
workers. According to Dr. Hoffman, "To provide us with
the impetus to rest, we are given fatigue, which
manifests itself as the intense longing for sleep."
Our bodies need to be in a state of balance or
"homeostasis" so when this balance is tipped, our
bodies respond by shutting itself down.
It isn't surprising that we get fatigue from stress.
How exactly does this work? When we get stressed, it
depletes our bodies of nutrients and minerals and we
feel weak. When we experience stress, our bodies
convert stored protein to sugar (for energy) and then
our blood sugar level goes up. At the same time, blood
pressure increases. Then minerals are pulled from the
bones and salt is retained in the body. Magnesium is
also then flushed from the body. With nutrients
depleted, the body feels sluggish and inefficient.
Fatigue doesn't necessarily stem from lack of sleep.
Studies show that fatigue is also linked to
hypothyroidism, depression, sleep disorders,
nutritional deficiency, allergies, environmental
toxins and fluctuating sex hormones in elderly women.
Carbo make us feel tired
Before you indulge in your regular breakfast fare of a
dozen pandesals or fried rice, think again. Eating too
much carbohydrates-rich food can cause exhaustion.
Carbohydrates increase our brain levels of a
neurotransmitter called "serotonin," which naturally
makes us feel sleepy. Eating fiber-rich foods like
oatmeal and wheat eliminates our bodies of toxins.
Toxins make us feel heavy.
Depression can lower the immune system
People do a lot of multi-tasking and forget that they
need to recharge. Most people say that they're
depressed and yet they don't do anything about it.
Focus on few tasks. When things get too overwhelming,
our natural reaction is to let everything slide and
feel withdrawn. Try to take up a hobby or some other
activity that lets you relax.
Don't get sick in the office by putting plants in your
work area and get lots of fresh air
Environmental toxins damage our cell membranes and
disrupt enzyme pathways. Try to get as much sun and
fresh air as possible. Nothing can make us sicker than
staying in an enclosed building with no ventilation
and getting exposed to radiation from computer
screens. Try adding English Ivy and Golden Pothos
since these plants are good at absorbing benzene,
formaldehyde and toxic gases. So instead of surfing
the Internet on your break time, try taking a walk in
the park or in the mall.
Exercise is still supreme
Exercise provides a lot of benefits that no vitamin
supplement can ever make up for. Women benefit more
from it because exercise lowers estrogen levels.
Excessive amounts of estrogen not only make us fat
(and sluggish) but it is also linked to female cancers
and depression. Take up a sport if going to the gym
doesn't suit your fancy.
Get some sleep
When we don't get enough sleep, the body will try to
recuperate as much "sleep time" as possible. Sleep
deprivation also causes headaches and short-term
memory loss. Don't take naps in the afternoon since it
disrupts your sleep schedule. Don't pull off
consecutive all-nighters (a.k.a. OT) and gimmicks.
Keep practicing these tips and keep fatigue out of
your system.
fatigued." We don't usually complain about fatigue
because we all assume that work can and will tire us
out. Brenda, a 30-year old waitress shared, "We all
feel tired, I'm tired of this job, but I have to work
and telling someone about it doesn't make sense." What
is fatigue? Dr. Ronald Hoffman, in his book Tired all
the time calls it "bone-deep weariness." It's when you
have absolutely no energy to do anything. When you
mention fatigue, no warning bells sound off, "It's not
a fatal disease..." so people dismiss it as lack of
sleep or overexertion.
Fatigue can strike anyone, but it's more common among
people in their late twenties to late thirties, aptly
labeling the condition as the "yuppie flu." Statistics
show that fatigue is also more common among women
workers. According to Dr. Hoffman, "To provide us with
the impetus to rest, we are given fatigue, which
manifests itself as the intense longing for sleep."
Our bodies need to be in a state of balance or
"homeostasis" so when this balance is tipped, our
bodies respond by shutting itself down.
It isn't surprising that we get fatigue from stress.
How exactly does this work? When we get stressed, it
depletes our bodies of nutrients and minerals and we
feel weak. When we experience stress, our bodies
convert stored protein to sugar (for energy) and then
our blood sugar level goes up. At the same time, blood
pressure increases. Then minerals are pulled from the
bones and salt is retained in the body. Magnesium is
also then flushed from the body. With nutrients
depleted, the body feels sluggish and inefficient.
Fatigue doesn't necessarily stem from lack of sleep.
Studies show that fatigue is also linked to
hypothyroidism, depression, sleep disorders,
nutritional deficiency, allergies, environmental
toxins and fluctuating sex hormones in elderly women.
Carbo make us feel tired
Before you indulge in your regular breakfast fare of a
dozen pandesals or fried rice, think again. Eating too
much carbohydrates-rich food can cause exhaustion.
Carbohydrates increase our brain levels of a
neurotransmitter called "serotonin," which naturally
makes us feel sleepy. Eating fiber-rich foods like
oatmeal and wheat eliminates our bodies of toxins.
Toxins make us feel heavy.
Depression can lower the immune system
People do a lot of multi-tasking and forget that they
need to recharge. Most people say that they're
depressed and yet they don't do anything about it.
Focus on few tasks. When things get too overwhelming,
our natural reaction is to let everything slide and
feel withdrawn. Try to take up a hobby or some other
activity that lets you relax.
Don't get sick in the office by putting plants in your
work area and get lots of fresh air
Environmental toxins damage our cell membranes and
disrupt enzyme pathways. Try to get as much sun and
fresh air as possible. Nothing can make us sicker than
staying in an enclosed building with no ventilation
and getting exposed to radiation from computer
screens. Try adding English Ivy and Golden Pothos
since these plants are good at absorbing benzene,
formaldehyde and toxic gases. So instead of surfing
the Internet on your break time, try taking a walk in
the park or in the mall.
Exercise is still supreme
Exercise provides a lot of benefits that no vitamin
supplement can ever make up for. Women benefit more
from it because exercise lowers estrogen levels.
Excessive amounts of estrogen not only make us fat
(and sluggish) but it is also linked to female cancers
and depression. Take up a sport if going to the gym
doesn't suit your fancy.
Get some sleep
When we don't get enough sleep, the body will try to
recuperate as much "sleep time" as possible. Sleep
deprivation also causes headaches and short-term
memory loss. Don't take naps in the afternoon since it
disrupts your sleep schedule. Don't pull off
consecutive all-nighters (a.k.a. OT) and gimmicks.
Keep practicing these tips and keep fatigue out of
your system.
Getting Out of Debt
Someone once said that, "Spending money you haven't
earned yet is like using up years you haven't lived
yet."
Ever had a problem with debt? If you live in a
consumerist society like ours, chances are you've had
a few in your lifetime. There are many reasons why
people get into debt. They live below their means, buy
things without having the cash to back it up, or get
into money-based arrangements that they can't handle,
like co-signing for a person with a tendency for bad
credit.
The attack of the Credit Cards
One of the most common and debt-inducing sources is
the credit card. Misuse of credit cards give people
the false assurance that they can buy anything they
want without the cash to supply their purchases. Wrong
use of credit can be addictive, especially after
having the short-term pleasure of gaining material
goods that the card user previously couldn't afford.
Now, on top of paying for the outstanding balance, the
card user now has to pay interest charges too,
especially when he or she can't pay the total balance
of the purchases on or before the due date it should
be paid.
Rina, 31, marketing head of a chain of health clinics,
was a frequent card user. Her outstanding balance
typically ran up to as much as P50, 000 at a given
time. Often she ended up just paying off the interest,
without making so much as a dent in her debt. Though
she was making a high, 5-figure salary, she had 0
savings in her account and was always short on
positive cash flow. She admits, however, that she
continues to sustain a high-cost lifestyle.
On the other hand, Jenny, 26, a government employee,
owned a credit card, which she rarely used. She ended
up falling into debt when her boyfriend asked to
borrow from her credit card. The relationship soon
ended, and Jenny found herself being hounded by the
credit card company and having a hard time getting her
ex-boyfriend to pay her back.
Having debt means your money's not yours
This only shows that there are a million ways to incur
debt whether directly or indirectly. However you see
it, the point is, debt is a form of bondage and one of
the topmost reasons that prevent people from achieving
financial growth and stability. Debt is a major
hindrance to making wise investments, and it puts you
in a position where having debt means every centavo
you make does not belong to you, but to the person you
owe money to.
Deborah, 27, was in debt for three years before she
was able to pay off her creditors. During that time,
she was on and off jobs, and accumulated around P20,
000 in debt, which she retained, from borrowing money
from family and friends, and investing what little
money she already had in a failed business. Even
though she occasionally chanced on good paying
projects, she did not use the money to pay off her
debt, and eventually failed to save any money at all.
Finally, she landed a high-paying job that gave her
enough cash to pay people off. Before investing in
anything for herself, she prioritized getting rid of
her debt first. Thereafter, saving money was fast and
easy for her.
Though borrowing money can sometimes offer instant
gratification or instant relief for emergencies, it is
also accompanied by headache, loss of one's peace of
mind, ruined relationships and years of living in a
hand-to-mouth existence, with every centavo you earn
going to credit card interests or the pockets of
people whom you owe money.
Five steps to debt reduction and financial freedom
Staying in debt is definitely not an option, if you
are climbing the path towards financial freedom. There
are several steps to take to rid you of this scourge.
Check out the tips below:
1. Have a healthy attitude about money. Before you can
get free of debt and build on savings, you need to
strike at the root of your problem - the way you
perceive money. Analyze your attitude: do you feel the
need to immediately spend each paycheque you receive?
What are the things you usually spend on? Do you have
short or long term goals about your financial
situation? Answer these questions honestly; they may
reveal things about you that you never knew about
yourself.
2. Follow priorities. The first and most basic step in
achieving financial freedom is to get rid of debt.
This means that you need to realize that until you are
debt free, the money that you have right now does not
belong to you.
As much as possible don't go around buying that new
pair of jeans that you've always wanted or a new cell
phone unit when you owe several people various sums of
money. Pour your focus and what money you have in
paying off your creditors. Prolonging the debt is just
one way of prolonging the agony, and most of all, the
interests being incurred.
3. Plan your expenses. Normally, after getting rid of
debt, it's important to set up a 1-2 months
(short-term) savings for your usual expenses, and then
a 3-5 months (mid-term) savings for emergencies, in
the bank. After that you can start saving up for long
terms expenses such as buying a new car, a house,
education or insurance. After setting those things in
place, then you can consider making (intelligent)
investments in high-risk areas such as stocks, or a
start-up business. Following this order of priorities
ensures that you don't need to fall into debt all over
again.
4. Live below your means. "A fool and his money are
soon parted." Don't splurge when you get your first
paycheque, and have a short-term expense plan in mind
before some cash falls into your palms. Segregate your
cash into envelopes that are intended for specific
purposes, and don't cheat.
Try to come up with a list of cost-cutting measures
and options, and employ them. Can you cut down on taxi
fare? Bringing lunch from home instead of eating out
will help you save a few hundred, or even thousands of
pesos in the long run. Do you really need to go to
Boracay in the middle of June? Forego those happy
trips with your friends. Sacrificing the moment can
mean the difference of having a few thousand pesos off
your debt.
Designate the frequency or schedule of times when you
will allow yourself to shop for new clothes and other
non-urgent items. Make a list of must-haves, or things
you believe you really need to save for (dentist
appointment, a new set of contact lenses, a palm pilot
to help you with your work, etc.). Having a list will
encourage you to avoid wasting your money on trivial
and frivolous things, which are a worse scourge than
putting your money on serious investments that really
matter.
5. Use credit wisely. If there is absolutely no way
you can avoid incurring debt, use your credit card
wisely and pay your debts promptly to avoid incurring
charges, or getting into bad with your family or
friends. When using plastic, make purchases only if
and when you know you have the means to pay for this
in cash before the due date arrives.
Consider transferring higher interest debt to a lower
interest card by taking advantage of promotional
offers many banks use to entice you to their line of
credit. Do the math and see whether you can save a few
pesos by making smart moves to reduce your debt.
The sooner you start making a serious effort at
getting rid of debt, the sooner you'll find that your
money stays in your pocket a lot longer.
earned yet is like using up years you haven't lived
yet."
Ever had a problem with debt? If you live in a
consumerist society like ours, chances are you've had
a few in your lifetime. There are many reasons why
people get into debt. They live below their means, buy
things without having the cash to back it up, or get
into money-based arrangements that they can't handle,
like co-signing for a person with a tendency for bad
credit.
The attack of the Credit Cards
One of the most common and debt-inducing sources is
the credit card. Misuse of credit cards give people
the false assurance that they can buy anything they
want without the cash to supply their purchases. Wrong
use of credit can be addictive, especially after
having the short-term pleasure of gaining material
goods that the card user previously couldn't afford.
Now, on top of paying for the outstanding balance, the
card user now has to pay interest charges too,
especially when he or she can't pay the total balance
of the purchases on or before the due date it should
be paid.
Rina, 31, marketing head of a chain of health clinics,
was a frequent card user. Her outstanding balance
typically ran up to as much as P50, 000 at a given
time. Often she ended up just paying off the interest,
without making so much as a dent in her debt. Though
she was making a high, 5-figure salary, she had 0
savings in her account and was always short on
positive cash flow. She admits, however, that she
continues to sustain a high-cost lifestyle.
On the other hand, Jenny, 26, a government employee,
owned a credit card, which she rarely used. She ended
up falling into debt when her boyfriend asked to
borrow from her credit card. The relationship soon
ended, and Jenny found herself being hounded by the
credit card company and having a hard time getting her
ex-boyfriend to pay her back.
Having debt means your money's not yours
This only shows that there are a million ways to incur
debt whether directly or indirectly. However you see
it, the point is, debt is a form of bondage and one of
the topmost reasons that prevent people from achieving
financial growth and stability. Debt is a major
hindrance to making wise investments, and it puts you
in a position where having debt means every centavo
you make does not belong to you, but to the person you
owe money to.
Deborah, 27, was in debt for three years before she
was able to pay off her creditors. During that time,
she was on and off jobs, and accumulated around P20,
000 in debt, which she retained, from borrowing money
from family and friends, and investing what little
money she already had in a failed business. Even
though she occasionally chanced on good paying
projects, she did not use the money to pay off her
debt, and eventually failed to save any money at all.
Finally, she landed a high-paying job that gave her
enough cash to pay people off. Before investing in
anything for herself, she prioritized getting rid of
her debt first. Thereafter, saving money was fast and
easy for her.
Though borrowing money can sometimes offer instant
gratification or instant relief for emergencies, it is
also accompanied by headache, loss of one's peace of
mind, ruined relationships and years of living in a
hand-to-mouth existence, with every centavo you earn
going to credit card interests or the pockets of
people whom you owe money.
Five steps to debt reduction and financial freedom
Staying in debt is definitely not an option, if you
are climbing the path towards financial freedom. There
are several steps to take to rid you of this scourge.
Check out the tips below:
1. Have a healthy attitude about money. Before you can
get free of debt and build on savings, you need to
strike at the root of your problem - the way you
perceive money. Analyze your attitude: do you feel the
need to immediately spend each paycheque you receive?
What are the things you usually spend on? Do you have
short or long term goals about your financial
situation? Answer these questions honestly; they may
reveal things about you that you never knew about
yourself.
2. Follow priorities. The first and most basic step in
achieving financial freedom is to get rid of debt.
This means that you need to realize that until you are
debt free, the money that you have right now does not
belong to you.
As much as possible don't go around buying that new
pair of jeans that you've always wanted or a new cell
phone unit when you owe several people various sums of
money. Pour your focus and what money you have in
paying off your creditors. Prolonging the debt is just
one way of prolonging the agony, and most of all, the
interests being incurred.
3. Plan your expenses. Normally, after getting rid of
debt, it's important to set up a 1-2 months
(short-term) savings for your usual expenses, and then
a 3-5 months (mid-term) savings for emergencies, in
the bank. After that you can start saving up for long
terms expenses such as buying a new car, a house,
education or insurance. After setting those things in
place, then you can consider making (intelligent)
investments in high-risk areas such as stocks, or a
start-up business. Following this order of priorities
ensures that you don't need to fall into debt all over
again.
4. Live below your means. "A fool and his money are
soon parted." Don't splurge when you get your first
paycheque, and have a short-term expense plan in mind
before some cash falls into your palms. Segregate your
cash into envelopes that are intended for specific
purposes, and don't cheat.
Try to come up with a list of cost-cutting measures
and options, and employ them. Can you cut down on taxi
fare? Bringing lunch from home instead of eating out
will help you save a few hundred, or even thousands of
pesos in the long run. Do you really need to go to
Boracay in the middle of June? Forego those happy
trips with your friends. Sacrificing the moment can
mean the difference of having a few thousand pesos off
your debt.
Designate the frequency or schedule of times when you
will allow yourself to shop for new clothes and other
non-urgent items. Make a list of must-haves, or things
you believe you really need to save for (dentist
appointment, a new set of contact lenses, a palm pilot
to help you with your work, etc.). Having a list will
encourage you to avoid wasting your money on trivial
and frivolous things, which are a worse scourge than
putting your money on serious investments that really
matter.
5. Use credit wisely. If there is absolutely no way
you can avoid incurring debt, use your credit card
wisely and pay your debts promptly to avoid incurring
charges, or getting into bad with your family or
friends. When using plastic, make purchases only if
and when you know you have the means to pay for this
in cash before the due date arrives.
Consider transferring higher interest debt to a lower
interest card by taking advantage of promotional
offers many banks use to entice you to their line of
credit. Do the math and see whether you can save a few
pesos by making smart moves to reduce your debt.
The sooner you start making a serious effort at
getting rid of debt, the sooner you'll find that your
money stays in your pocket a lot longer.
Polishing the Job Interview
After catching the prospective employer's eye with an
impressive resume, the next important hurdle to face
will be passing the job interview. Although a major
chunk of your success depends on the gist of the
question and answer portion, polishing the smallest
details of your performance may just as well
contribute to the interviewer's overall assessment.
How you behave before and after the main event may
either confirm or debunk what you are verbally
claiming to be. So aside from the main marketing
pitch, what other matters should you remember?
Dress like a winner. It's possible to be the most
brilliant prospect on the candidate list, but putting
on shabby clothes may signal the contrary. If you have
a smart speech prepared, take the trouble to look the
part as well. You don't need expensive clothes: a
clean, well-pressed business suit will do just fine.
If you're a woman, don't forget to wear pantyhose if
you're in a skirt ensemble. This is an important part
of the "uniform" that most Filipinas overlook. For
both men and women, make sure the patent leather on
your feet gleams with a perfect shine, and snip out
the stray threads that are slipping out of your sleeve
or collar.
Show up on time. If you want the job bad, take the
trouble to allot at least two hours for travel time.
In this country, traffic is no longer an excuse but a
reality. Otherwise let the interviewer know if and why
you will be late, and ask for another appointment.
Confirm the interview date before showing up if the
interviewer neglected to do so himself.
Discuss salary after an offer is made. You might be
impressed with the office environment but you're
itching to know how much you'll get paid for the post.
Unless you are given a compensation and benefits
overview, delay the question until a formal job offer
has been made. Bring up the issue by politely
expressing your interest in the job, hence the need to
know the salary range and benefits. This way, you
won't come off as "mukhang pera" especially when the
employer has not made a move of particularly selecting
you just yet.
Decline politely. If you're convinced that this
oppotunity isn't for you despite the standing offer,
give the employer a phone call so that your
replacement can be sought as soon as possible. It's
important to say the proper things depending on your
intentions. If you'd like to take a jab at getting a
better offer, politely turn down the job but point out
that your doors will remain open in the future should
circumstances be different. Otherwise, graciously
inform them that it is an interesting opportunity, but
you believe that your focus is best directed
elsewhere.
Send a thank you note. Not many of us are aware of
this, but it's important to thank your contact for
referring you to a job, especially if you got the post
based on this person's good recommendation. Doing so
is a sign of courtesy and indicates how well you carry
yourself in a business setting. This also serves as a
good networking practice. Sending thank you notes
keeps your relationships open and friendly, and
ensures you'lll remain in the loop the next time a
good opportunity comes around.
Writing the Resume
By Lolita Villa
There are various ways in writing a resume. The best
approach is still in keeping with the basic approach:
clean, professional presentation, with objectives
personalized for what the recipient is looking for.
Though you have a lot of freedom in designing unique
resumes that should stand out amid the clutter and
piles that come into your target company's door, you
need to remember to exercise your creativity within
the basic requirements in resume writing. But whatever
the case, good quality in content and presentation is
all that it takes to pass the mark.
Keep these tips in mind:
1. Always include the name of your past employers. The
companies you worked for can lend more credibility to
your name.
2. State your job title clearly and be specific.
3. Balance your list of duties by presenting not too
little or too much. Provide an overview.
4. If you can't remember dates, at least remember the
months. Start with the current job followed by the
preceding ones.
5. Use action words and short, clearly written
phrases.
6. Highlight your accomplishments!
7. Try not to provide resumes that are longer than
three pages.
8. As a rule, stick to simple and formal font types.
9. Proof read your resume carefully.
10. Provide complete contact data (including
alternative contact numbers) so that you will be sure
to be reached.
Becoming More Competitive
Joyce O. See
We could easily describe today´s job market as
competitive. Just to give you an idea, institutions
produce over 380,000 college graduates from different
academic disciplines annually. A jobseeker will also
have to deal with more experienced candidates vying
for the same position. Please find below some tips on
how to come out victorious in today´s job market.
First Tip: Be Confident
If you don´t think you can do the job, then you will
most likely convince the employer not to hire you for
the position.
The safest way to go is not just to claim that you can
do it (especially if you honestly can´t do it), but to
assess what your strengths and weaknesses are.
It is important to note that each of us have our own
strengths and weaknesses, so try to identify them.
Suppose you are applying for a certain position. The
employer usually gives out job descriptions and
qualifications for their vacancies. The key here is
not to send your application if you are not qualified.
This simple process could save you, your valuable time
and resources. If after sometime you still get
rejected in your applications, don´t lose hope.
Re-assess your strengths and weaknesses, and
continually develop your knowledge and skills.
Second Tip: Don´t Put An End To Your Learning
By now, some of you might be exhausted from studying
your lessons. But if you will not gain the necessary
knowledge and skills that you need, your career is
going to be sluggish.
The New Economy demands each employee to be Knowledge
workers. Knowledge workers can be classified as top of
the line professionals that continuously seek career
advancements by investing in tools or resources that
could reshape their talents and/or abilities.
For starters, you have to read newspapers, or surf the
Internet and keep yourself updated about the latest
trends in your industry. Visit libraries and try to
learn new things each day. Improving your skills will
help you catch up with the more experienced
candidates.
Third Tip: Work Smart
Do you consider yourself as a hardworking individual?
Well, all of us can work hard, but what can
distinguish us from another hardworking individual is
our ability to work smart.
Working smart means working fast and using your
resources effectively. Before we even begin working on
a project, you must lay down all the important
details, you must take into consideration all the
possible consequences in implementing the task. A
reasonable timeline must also be in place to guide
you.
In your job application, it is also going to be
helpful to apply this principle. Manage your time and
resources properly, so you could increase your chances
of landing a good position in a good organization.
In conclusion, competition is only tough to those who
are not open to developments. We must not always blame
it to the country´s economic situation, the course
that you took in college, or the school you attended.
The fact of the matter is organizations are
continuously seeking for better individuals to assume
responsibilities that might improve their standing in
the market, especially during hard times. If you don÷t
have what it takes to contribute to the success of an
organization, even if you graduated in a good school
and selected the most in demand course, they will just
look for a better candidate.
Today´s job market can only make each of us better
individuals if we strive for excellence then it won't
be that hard for us to achieve our career goals.
Strategize and Get Promoted
By Lolita Villa
As in most things, what determines your promotion is
still the decisions you make and how you perform in
your current job. However, just going out there "to do
your best" just doesn't cut it. Doing one's best
entails having a specific goal in mind (get promoted)
to help you focus, adapting to the prevailing
corporate culture or organizational structure,
widening a network of influential relationships, and
planning ahead. If you go out and do your best in
these areas and following these strategies, you may
well find yourself getting promoted.
Adapt to the new organizational structure. According
to Randall S. Hansen, Ph.D., a published career
expert, getting promoted is also hinged on adapting to
the new corporate paradigm. The impact of technology,
globalization and flatter organizational structures,
has made it possible for people to create and manage
their own career paths. Today, the multi-tasking
nature of jobs requires not just specialization but
stacking up on related skills. This makes moving on to
lateral positions sensible; you may need to make such
a move to position yourself for an upward move in the
future.
Plan ahead. According to Dr. Donald E. Wetmore's The
Productivity Institute, people who go to work each day
who don't have a plan of action in accomplishing their
duties will unlikely get promoted. Having a plan for
the short and long-term helps you foresee threats and
opportunities that might crop ahead and act on them
appropriately.
One of the most irresponsible ways to work is to
simply react on what things come your way according to
the sense of urgency it presents in any given moment.
On the most basic level, having a daily and weekly
checklist, drafted according to the deadlines you need
to meet and the opportunities you'd like to take is
effective in letting you see where you're headed for
and how much you're getting accomplished. Set
long-term goals by visualizing where you'd like to be
in the future and make micro plans in accomplishing
them.
The bottomline is to make sure that you know what
you're doing all the time. Don't get lost in a flurry
of expectations and responsibilities. And in doing so
you stay focused enough to excel in your present job
so that you're ready to get higher responsibilities
when the time comes.
Build good relationships. There are many ways to build
career relationships Flatter working structures make
team playing and broadening a network of influential
relationships integral to your career move. Be a team
player and establish a bond with your boss. Studies
show that people who have amiable relationships with
their superiors and build rapport with them make it
easy for them to climb the corporate ladder.
This goes hand in hand with seeking a mentor. One
recent study found that out of four out of five
promotions, those promoted had a mentoring
relationship with someone in a higher position and who
helped endorse them for positive career moves. This is
because your mentor, who has personally had a hand in
your development and training, can attest from
experience your competence and ability, not to mention
the fact that this is one of the best ways to grow in
your company. Seek out a mentor; just don't forget
that the best teaching relationships are founded on
amiable friendships.
Meanwhile, actively networking not only enriches your
circle of friends but also helps you be in the know
when a good opportunity comes up. Being a team player
helps builds your reputation and increases your value
to the organization when you recognize, appreciate and
harness the talents of your team mates to produce the
very best value for your company.
Promote yourself. Don't expect your superior to guess
at your accomplishment. It is your job to make him or
her be aware of your accolades and what you've
accomplished for your department/ the company so far.
One of the best ways to do this is to quantify
results. Make a good case for a promotion by showing
detailed information about your past successes.
Results-oriented people usually get ahead.
Be creative in making your achievements known. Do this
in such a way that doesn't seem like you're bragging
and thereby inadvertently inspire the ire of your
colleagues. For example, in sending accomplishment
reports to your boss, always acknowledge the
contribution of people in your team whenever
applicable. The bottomline is to put your achievements
in focus. This makes sure that whatever good you've
done for the company doesn't go away unnoticed and
uncompensated.
Taking the initiative to strategize for a successful
career path is a surefire way in getting ahead.
Get Yourself Promoted
By Lolita Villa
Promotion is a common goal we all work hard for. It
gives us something to aim for during the long,
hardworking, underpaid day at the office. But while
some people do step up the corporate ladder, others
seem to cling on to the lower rungs. Not understanding
the reasons why some people don't make vertical may
give rise to feelings of envy towards their colleagues
or bitter feelings against a boss who might be seen as
myopic or ungrateful.
It takes a little bit of proactivity and
open-mindedness to get out of stagnant waters -
especially if you're one of the people whose
promotions are taking too long in coming. The
important thing to remember is that promotions don't
just happen to you. It's not a gift that falls out of
the sky. Promotions (or variations of such, like
getting a raise) are given to the winner who runs the
race, and who makes every effort to stretch his arm
out to get the prize.
There are a few practical things you can do to get
yourself promoted. Put them to practice and watch
yourself get one over the competition:
1. Be honest with yourself. Evaluate yourself
carefully if you have what it takes to get promoted.
Like everything else in life, big breaks can be had
when the basic elements are in place: performing
consistently well and having a clean reputation are a
given in every successful career. If you haven't moved
on in awhile, you need to ask yourself whether it's
due to factors beyond your control, or if it's your
fault.
2. Get a mentor in the higher-up. A recent study found
that four out of five promotions involved a mentoring
relationship with a person in high position who
endorsed the worker in question. It helps to build
relationships with people who can give you more
information and guidance in your career, as well those
who are able to pass on to the boss a good word or two
about your progress.
3. Get more skills. Specialization is a good thing,
but the impact of technology, globalization, and
flatter organizational structures is changing what it
means to be "marketable" in the industry. Focusing on
skills that are just related to your present job will
most likely just get you to stay in that job. But if
you have your eyes set on jobs of higher
responsibility, you need to assess and learn for
yourself what additional skills and knowledge that job
requires.
4. Sell yourself. Advertising your achievements is
sometimes mistaken by others as "sucking up to the
boss." This is not true. It's a sad fact that no
matter how hard working or brilliant you may be in
your little corner, you'll get absolutely nowhere if
nobody is aware of the good you're doing in the
organization. Be visible. Carbon copy your
accomplishment reports not just to your immediate
superior, but also to your boss's superior, whenever
appropriate. Volunteer to spearhead activities in your
organization such as leading seminars and the like.
5. Be a problem solver. Employers like to feel that
they have nothing to worry about when a particular job
is in the hands of a dependable person. If you are
able to handle responsibilities and contingencies
smoothly without having to pull the boss out of his
golf game or mid-morning meeting, then you're halfway
there.
6. Network like crazy. Silent people are easily
forgotten. Don't let obscurity steal your chance at
getting further up the corporate ladder. Make friends
with everyone. Establish yourself as a cooperative,
easy-going and productive person. Be helpful. Go out
of your way to make contributions not only to your
inner working sphere, but also to related departments,
especially where synergy and mutual advantages can be
had in the future.
7. Make friends with your boss. Some people have the
mistaken belief that employers stand on one side of
the fence, while the employees are on the other.
Though no person or corporate culture is perfect, it
helps to understand that both you and your superior
are in the same boat, with the fruits of success are
shared between you. Try to forge a friendly bond with
your boss, within the limits of professionalism and
propriety. Doing so will bring you no harm.
8. Be professional. Professionalism isn't just seen in
the kind of work you do. How you conduct yourself in
your relationships with your co-workers, having a
positive attitude towards work, being a role model,
and looking and acting the part of an executive (or
any other position you want to acquire) is important.
Whining, complaining and bad mouthing other people are
common, unprofessional practices.
9. Be a team player. These days, a lot of work is
being accomplished through teams. Getting a good
reputation with your team members is part of effective
networking. It's also important to share successes
with team mates. Striving to look after your own back
with disregard for everyone else is anachronistic in
today's corporate culture.
10. Keep a good record of your achievements. It helps
to keep a detailed and updated report of what you have
accomplished for your company. State specific tasks
and undeniable benefits derived from those tasks/
duties done. This is a mere back-up prop. It helps to
have some palpable evidence of how much you deserve a
promotion. The best way though, to get recognized, is
to practice a combination of the tips mentioned above.
impressive resume, the next important hurdle to face
will be passing the job interview. Although a major
chunk of your success depends on the gist of the
question and answer portion, polishing the smallest
details of your performance may just as well
contribute to the interviewer's overall assessment.
How you behave before and after the main event may
either confirm or debunk what you are verbally
claiming to be. So aside from the main marketing
pitch, what other matters should you remember?
Dress like a winner. It's possible to be the most
brilliant prospect on the candidate list, but putting
on shabby clothes may signal the contrary. If you have
a smart speech prepared, take the trouble to look the
part as well. You don't need expensive clothes: a
clean, well-pressed business suit will do just fine.
If you're a woman, don't forget to wear pantyhose if
you're in a skirt ensemble. This is an important part
of the "uniform" that most Filipinas overlook. For
both men and women, make sure the patent leather on
your feet gleams with a perfect shine, and snip out
the stray threads that are slipping out of your sleeve
or collar.
Show up on time. If you want the job bad, take the
trouble to allot at least two hours for travel time.
In this country, traffic is no longer an excuse but a
reality. Otherwise let the interviewer know if and why
you will be late, and ask for another appointment.
Confirm the interview date before showing up if the
interviewer neglected to do so himself.
Discuss salary after an offer is made. You might be
impressed with the office environment but you're
itching to know how much you'll get paid for the post.
Unless you are given a compensation and benefits
overview, delay the question until a formal job offer
has been made. Bring up the issue by politely
expressing your interest in the job, hence the need to
know the salary range and benefits. This way, you
won't come off as "mukhang pera" especially when the
employer has not made a move of particularly selecting
you just yet.
Decline politely. If you're convinced that this
oppotunity isn't for you despite the standing offer,
give the employer a phone call so that your
replacement can be sought as soon as possible. It's
important to say the proper things depending on your
intentions. If you'd like to take a jab at getting a
better offer, politely turn down the job but point out
that your doors will remain open in the future should
circumstances be different. Otherwise, graciously
inform them that it is an interesting opportunity, but
you believe that your focus is best directed
elsewhere.
Send a thank you note. Not many of us are aware of
this, but it's important to thank your contact for
referring you to a job, especially if you got the post
based on this person's good recommendation. Doing so
is a sign of courtesy and indicates how well you carry
yourself in a business setting. This also serves as a
good networking practice. Sending thank you notes
keeps your relationships open and friendly, and
ensures you'lll remain in the loop the next time a
good opportunity comes around.
Writing the Resume
By Lolita Villa
There are various ways in writing a resume. The best
approach is still in keeping with the basic approach:
clean, professional presentation, with objectives
personalized for what the recipient is looking for.
Though you have a lot of freedom in designing unique
resumes that should stand out amid the clutter and
piles that come into your target company's door, you
need to remember to exercise your creativity within
the basic requirements in resume writing. But whatever
the case, good quality in content and presentation is
all that it takes to pass the mark.
Keep these tips in mind:
1. Always include the name of your past employers. The
companies you worked for can lend more credibility to
your name.
2. State your job title clearly and be specific.
3. Balance your list of duties by presenting not too
little or too much. Provide an overview.
4. If you can't remember dates, at least remember the
months. Start with the current job followed by the
preceding ones.
5. Use action words and short, clearly written
phrases.
6. Highlight your accomplishments!
7. Try not to provide resumes that are longer than
three pages.
8. As a rule, stick to simple and formal font types.
9. Proof read your resume carefully.
10. Provide complete contact data (including
alternative contact numbers) so that you will be sure
to be reached.
Becoming More Competitive
Joyce O. See
We could easily describe today´s job market as
competitive. Just to give you an idea, institutions
produce over 380,000 college graduates from different
academic disciplines annually. A jobseeker will also
have to deal with more experienced candidates vying
for the same position. Please find below some tips on
how to come out victorious in today´s job market.
First Tip: Be Confident
If you don´t think you can do the job, then you will
most likely convince the employer not to hire you for
the position.
The safest way to go is not just to claim that you can
do it (especially if you honestly can´t do it), but to
assess what your strengths and weaknesses are.
It is important to note that each of us have our own
strengths and weaknesses, so try to identify them.
Suppose you are applying for a certain position. The
employer usually gives out job descriptions and
qualifications for their vacancies. The key here is
not to send your application if you are not qualified.
This simple process could save you, your valuable time
and resources. If after sometime you still get
rejected in your applications, don´t lose hope.
Re-assess your strengths and weaknesses, and
continually develop your knowledge and skills.
Second Tip: Don´t Put An End To Your Learning
By now, some of you might be exhausted from studying
your lessons. But if you will not gain the necessary
knowledge and skills that you need, your career is
going to be sluggish.
The New Economy demands each employee to be Knowledge
workers. Knowledge workers can be classified as top of
the line professionals that continuously seek career
advancements by investing in tools or resources that
could reshape their talents and/or abilities.
For starters, you have to read newspapers, or surf the
Internet and keep yourself updated about the latest
trends in your industry. Visit libraries and try to
learn new things each day. Improving your skills will
help you catch up with the more experienced
candidates.
Third Tip: Work Smart
Do you consider yourself as a hardworking individual?
Well, all of us can work hard, but what can
distinguish us from another hardworking individual is
our ability to work smart.
Working smart means working fast and using your
resources effectively. Before we even begin working on
a project, you must lay down all the important
details, you must take into consideration all the
possible consequences in implementing the task. A
reasonable timeline must also be in place to guide
you.
In your job application, it is also going to be
helpful to apply this principle. Manage your time and
resources properly, so you could increase your chances
of landing a good position in a good organization.
In conclusion, competition is only tough to those who
are not open to developments. We must not always blame
it to the country´s economic situation, the course
that you took in college, or the school you attended.
The fact of the matter is organizations are
continuously seeking for better individuals to assume
responsibilities that might improve their standing in
the market, especially during hard times. If you don÷t
have what it takes to contribute to the success of an
organization, even if you graduated in a good school
and selected the most in demand course, they will just
look for a better candidate.
Today´s job market can only make each of us better
individuals if we strive for excellence then it won't
be that hard for us to achieve our career goals.
Strategize and Get Promoted
By Lolita Villa
As in most things, what determines your promotion is
still the decisions you make and how you perform in
your current job. However, just going out there "to do
your best" just doesn't cut it. Doing one's best
entails having a specific goal in mind (get promoted)
to help you focus, adapting to the prevailing
corporate culture or organizational structure,
widening a network of influential relationships, and
planning ahead. If you go out and do your best in
these areas and following these strategies, you may
well find yourself getting promoted.
Adapt to the new organizational structure. According
to Randall S. Hansen, Ph.D., a published career
expert, getting promoted is also hinged on adapting to
the new corporate paradigm. The impact of technology,
globalization and flatter organizational structures,
has made it possible for people to create and manage
their own career paths. Today, the multi-tasking
nature of jobs requires not just specialization but
stacking up on related skills. This makes moving on to
lateral positions sensible; you may need to make such
a move to position yourself for an upward move in the
future.
Plan ahead. According to Dr. Donald E. Wetmore's The
Productivity Institute, people who go to work each day
who don't have a plan of action in accomplishing their
duties will unlikely get promoted. Having a plan for
the short and long-term helps you foresee threats and
opportunities that might crop ahead and act on them
appropriately.
One of the most irresponsible ways to work is to
simply react on what things come your way according to
the sense of urgency it presents in any given moment.
On the most basic level, having a daily and weekly
checklist, drafted according to the deadlines you need
to meet and the opportunities you'd like to take is
effective in letting you see where you're headed for
and how much you're getting accomplished. Set
long-term goals by visualizing where you'd like to be
in the future and make micro plans in accomplishing
them.
The bottomline is to make sure that you know what
you're doing all the time. Don't get lost in a flurry
of expectations and responsibilities. And in doing so
you stay focused enough to excel in your present job
so that you're ready to get higher responsibilities
when the time comes.
Build good relationships. There are many ways to build
career relationships Flatter working structures make
team playing and broadening a network of influential
relationships integral to your career move. Be a team
player and establish a bond with your boss. Studies
show that people who have amiable relationships with
their superiors and build rapport with them make it
easy for them to climb the corporate ladder.
This goes hand in hand with seeking a mentor. One
recent study found that out of four out of five
promotions, those promoted had a mentoring
relationship with someone in a higher position and who
helped endorse them for positive career moves. This is
because your mentor, who has personally had a hand in
your development and training, can attest from
experience your competence and ability, not to mention
the fact that this is one of the best ways to grow in
your company. Seek out a mentor; just don't forget
that the best teaching relationships are founded on
amiable friendships.
Meanwhile, actively networking not only enriches your
circle of friends but also helps you be in the know
when a good opportunity comes up. Being a team player
helps builds your reputation and increases your value
to the organization when you recognize, appreciate and
harness the talents of your team mates to produce the
very best value for your company.
Promote yourself. Don't expect your superior to guess
at your accomplishment. It is your job to make him or
her be aware of your accolades and what you've
accomplished for your department/ the company so far.
One of the best ways to do this is to quantify
results. Make a good case for a promotion by showing
detailed information about your past successes.
Results-oriented people usually get ahead.
Be creative in making your achievements known. Do this
in such a way that doesn't seem like you're bragging
and thereby inadvertently inspire the ire of your
colleagues. For example, in sending accomplishment
reports to your boss, always acknowledge the
contribution of people in your team whenever
applicable. The bottomline is to put your achievements
in focus. This makes sure that whatever good you've
done for the company doesn't go away unnoticed and
uncompensated.
Taking the initiative to strategize for a successful
career path is a surefire way in getting ahead.
Get Yourself Promoted
By Lolita Villa
Promotion is a common goal we all work hard for. It
gives us something to aim for during the long,
hardworking, underpaid day at the office. But while
some people do step up the corporate ladder, others
seem to cling on to the lower rungs. Not understanding
the reasons why some people don't make vertical may
give rise to feelings of envy towards their colleagues
or bitter feelings against a boss who might be seen as
myopic or ungrateful.
It takes a little bit of proactivity and
open-mindedness to get out of stagnant waters -
especially if you're one of the people whose
promotions are taking too long in coming. The
important thing to remember is that promotions don't
just happen to you. It's not a gift that falls out of
the sky. Promotions (or variations of such, like
getting a raise) are given to the winner who runs the
race, and who makes every effort to stretch his arm
out to get the prize.
There are a few practical things you can do to get
yourself promoted. Put them to practice and watch
yourself get one over the competition:
1. Be honest with yourself. Evaluate yourself
carefully if you have what it takes to get promoted.
Like everything else in life, big breaks can be had
when the basic elements are in place: performing
consistently well and having a clean reputation are a
given in every successful career. If you haven't moved
on in awhile, you need to ask yourself whether it's
due to factors beyond your control, or if it's your
fault.
2. Get a mentor in the higher-up. A recent study found
that four out of five promotions involved a mentoring
relationship with a person in high position who
endorsed the worker in question. It helps to build
relationships with people who can give you more
information and guidance in your career, as well those
who are able to pass on to the boss a good word or two
about your progress.
3. Get more skills. Specialization is a good thing,
but the impact of technology, globalization, and
flatter organizational structures is changing what it
means to be "marketable" in the industry. Focusing on
skills that are just related to your present job will
most likely just get you to stay in that job. But if
you have your eyes set on jobs of higher
responsibility, you need to assess and learn for
yourself what additional skills and knowledge that job
requires.
4. Sell yourself. Advertising your achievements is
sometimes mistaken by others as "sucking up to the
boss." This is not true. It's a sad fact that no
matter how hard working or brilliant you may be in
your little corner, you'll get absolutely nowhere if
nobody is aware of the good you're doing in the
organization. Be visible. Carbon copy your
accomplishment reports not just to your immediate
superior, but also to your boss's superior, whenever
appropriate. Volunteer to spearhead activities in your
organization such as leading seminars and the like.
5. Be a problem solver. Employers like to feel that
they have nothing to worry about when a particular job
is in the hands of a dependable person. If you are
able to handle responsibilities and contingencies
smoothly without having to pull the boss out of his
golf game or mid-morning meeting, then you're halfway
there.
6. Network like crazy. Silent people are easily
forgotten. Don't let obscurity steal your chance at
getting further up the corporate ladder. Make friends
with everyone. Establish yourself as a cooperative,
easy-going and productive person. Be helpful. Go out
of your way to make contributions not only to your
inner working sphere, but also to related departments,
especially where synergy and mutual advantages can be
had in the future.
7. Make friends with your boss. Some people have the
mistaken belief that employers stand on one side of
the fence, while the employees are on the other.
Though no person or corporate culture is perfect, it
helps to understand that both you and your superior
are in the same boat, with the fruits of success are
shared between you. Try to forge a friendly bond with
your boss, within the limits of professionalism and
propriety. Doing so will bring you no harm.
8. Be professional. Professionalism isn't just seen in
the kind of work you do. How you conduct yourself in
your relationships with your co-workers, having a
positive attitude towards work, being a role model,
and looking and acting the part of an executive (or
any other position you want to acquire) is important.
Whining, complaining and bad mouthing other people are
common, unprofessional practices.
9. Be a team player. These days, a lot of work is
being accomplished through teams. Getting a good
reputation with your team members is part of effective
networking. It's also important to share successes
with team mates. Striving to look after your own back
with disregard for everyone else is anachronistic in
today's corporate culture.
10. Keep a good record of your achievements. It helps
to keep a detailed and updated report of what you have
accomplished for your company. State specific tasks
and undeniable benefits derived from those tasks/
duties done. This is a mere back-up prop. It helps to
have some palpable evidence of how much you deserve a
promotion. The best way though, to get recognized, is
to practice a combination of the tips mentioned above.
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