In the last post we read about “Telesales Tammy”, the superstar of the department. Why Tammy was experiencing more “no’s” than everyone else?
In the last article we read that Tammy sometimes used to snap at prospects on the telephone as she made her calls, only because she was so frustrated at hearing “no” so frequently.
Her manager called his mentor, Suzie W, who gave him some advice. And what a change it caused in Tammy! Now, Tammy works through her calls, and is still a record-setter in the office, but she is relaxed and confident and happy on the phone. So the question is what advice did Suzie W. give to Tammy’s manager?
First, Suzie asked some probing questions:
- What was Tammy’s pitch?
- Was the pitch prepared by the manager or by Tammy?
- Was the pitch tailored to each prospect?
- When did she start calling?
- When did she finish calling?
- Was she positive at certain parts of the day and negative at other parts?
- What was her closing ratio each hour? (In other words, what were the hours that Tammy most frequently closed?).
- … and many other questions.
Look out for part #5
If you missed part #3 you can read it here:
Comments are closed.