Arunas Evgenia

1. When talking to the secretary, ask for help. Ask who is the best person to talk to about this issue? When is the best time to call? Get yourself an ally!

2. Before accepting an incoming call, smile, put on a smile. The client calling you should feel that his call is really welcome!

3. Involve the customer in the buying process. For example, the phrase: “Please take a calculator and we will calculate the benefits of the offer.” works much better than: “I’ll calculate now...”

4. When talking with a client, always set a date for the next call - this will help you never lose touch with him and make the client permanent.

5. If you are tense, do the following exercise before the call:

Drop your head onto your chest and roll it first to your right shoulder, almost touching it, then to your left. Repeat several times, slowing down a little. Then straighten up, stretch and yawn heartily. After this, your voice will sound new!

6. Be sure to write down everything you promise to the client - and always fulfill your promises as quickly as possible. There is nothing worse in business than ignoring customers.

7. When arranging a call, take any (even small) promise from the client, for example: to decide on a product model, or to draw up a list for an order.

8. Be a consultant! Help the client. You really have to dig into his problems and solve them.

9. Drink warm tea between calls - this has a good effect on your ligaments.

10. Always praise yourself for great results - this will push you to new victories!

11. Set yourself an exact time at which you sit down on the phone every day. And stick to this time every day. Discipline, and especially self-discipline, is necessary to achieve results.

12. Don’t guess when it’s best to call, when the client has lunch, when he finishes work. For example, many managers are more loyal after the end of the working day, when there is no fuss around; many people talk quite loyally at lunch over a cup of coffee - at this time there is no influx of calls. Don't guess - sit down and call!

13. If you are sitting down to write a beautiful letter and send an e-mail, it’s better to call. This method is much faster and more effective.

14. Sometimes it is better to directly ask the client, “Do we have a chance that we will work with you this year?”, rather than waste your time constantly calling back to a client who cannot tell you a clear NO.

15. All technical issues such as: filling out reports, sending out commercial offers, etc. - allocate them to a separate time block, and don’t try to do them as you go - you will see how your productivity will increase. When you call a company for the first time, try.

16. Go to the “main”! It is better if the manager or head of the procurement department sends you to a specific employee. Then you can safely say: “Ivan Vasilyevich, your manager, asked me to forward this proposal to you...” - this is already a guarantee that your proposal will be considered.

17. After you send your client a commercial proposal, be sure to call him back. Ask if he saw everything, if everything is clear to him - this will make the client remember you again, and you will also be sure that your offer has found its addressee.

18. Try this approach when calling: “We specialize ... and describe the benefits for the client (the result that he will receive).” To see if this is right for your business, I'd like to know a little about your situation. Tell me...and ask an open question."

19. Let the client know that you really want to work with him. All other things being equal, the winner is the one who is most enthusiastic about the order.

20. Love your clients - and they will love you back!

with requests to send some material on the basics of telephone sales to train salespeople in the department. I dug through my archives and found an article that I wrote a few months ago, but had not yet published. I present it to your attention.

This is really the basics. This is very useful to give to read not only to new sellers, but also to those. Who has been working for a long time. Practice shows. That the basics need to be checked. Sellers tell you that they know all the details. But once you start asking with passion - they swim in basic things.

For those who are interested in a deeper discussion of the topic of telephone sales, I would like to offer our almanac “Telephone sales”.

This is a collection of articles and teaching materials on telephone sales - everything that is needed to build and manage a telephone sales department - how to select personnel for telephone sales, motivation schemes, how to deal with burnout of telephone salespeople, how to deal with customer objections, etc. .

200 pages of up-to-date application materials written by professionals and experts in the field.

If your company promotes its products through telephone sales, I highly recommend the “Telephone Sales” almanac.

Well, let's get back to the article.

THE BASICS OF TELEPHONE SALES.

Telephone sales technique: the rule of three “Ps” - Call, Overcome objections, Sell.

Today, telephone sales are very common, and managers who master this art are worth their weight in gold. It would seem that what is so difficult about this? I dialed the number, said the long-memorized text, answered a couple of questions and it was all done. In practice, everything is much more complicated, and the process of telephone sales itself has its own characteristics, without knowing which it is easy to fail.

First, you need to remember two simple things, without which there is simply no point in starting a conversation with a client.

The first is your psychological attitude. Not confident in your abilities? Are you afraid of rejection? Do you think that they won’t talk to you? If so, then it’s better to postpone the call until later, when you are cheerful, active and confident, since these qualities are a third of your success.

The second is information. Without having information, it is difficult to count on success. You need to know everything about the product/service you are offering as well as the customer you are calling. Of course, it is impossible to know everything about the client, but finding out what field he works in, what the name of the organization is, what he does and what its needs are is not so difficult. Ignorance of these things may be regarded by the client as neglect, and in this case it is difficult to count on success.

So you call the client. How should your conversation be structured?

There are three stages.

At the first stage of the conversation, it is important to establish emotional contact with the interlocutors, greet him, state the reasons for your call, and exchange a few phrases. Never start a conversation with clients with the phrase: “Hello, Ivan Ivanovich. How are you doing?”, especially if you don’t know Ivan Ivanovich, and, therefore, you are not very interested in the answer to this question. It’s better to say something like: “Hello, Ivan Ivanovich. I am calling you regarding the following question...”, i.e. let the interlocutor understand that you have an important conversation with him.

At the second stage of the conversation, you must justify your statement, explain what you wanted, why the client should buy your product, etc. In a word, to involve the client in a dialogue, during which we try to overcome objections, find out the reasons for dissatisfaction with the product, if any, and prove that it actually has all the necessary qualities that the client requires.

And at the third stage of the conversation, sum up the results and consolidate the result.

All kinds of clients are needed, all kinds of clients are important
It would be naive to believe that all people are the same. Each person is individual. As for your potential clients, they can all be divided into three main groups, each of which requires a different approach.
1. Cool. Such people want to have the best, and at the slightest suspicion that a service or product is “second-rate” they refuse to cooperate. The manager’s task is to convey to the client that the product he offers is unique and exceptional, has all possible advantages and will be extremely useful and necessary for the client.
2. Business. Correct, serious, polite and always knows what he wants. It is useless to put pressure on emotions when communicating with such a client. The emphasis should be on logic, clear presentation of all information and only reliable data. The more information you have about the client and the product you are offering, the better your chances in these negotiations.
3. Unsure. This customer is not sure that your product is really good and worth purchasing. Your task in this case is to show your competence, friendliness and confidence in order to be able to manage the client’s opinion. Raise his self-esteem and half the job is done.

Call the client. 9 rules for successful conversation.
There are two scenarios in telesales: the client calls you, and you call the client. Let's consider the second option, which is the most difficult. When calling a client, you need to take into account absolutely everything, including the time of the call, since calling early in the morning, for example, is not the best move. This is explained by the fact that in the morning most companies hold planning sessions and meetings, so your call will be inappropriate. You should not dial the number during the period close to lunch, or at the end of the working day.
When dialing a client’s number, it is important to think through your actions in advance, it’s a good idea to sketch out a rough conversation plan, and write down questions that are definitely worth discussing. Besides all this, there are some other points that you need to know.

So, 9 rules for a successful conversation with a client:
1. Correct speech. The only thing a client can rely on when wanting to form an opinion about you is your voice and speech. Knowing this, you should make sure that your voice is confident and your speech is correct, excluding all sorts of interjections, “ekaning” and other minor sounds.
2. Facial expressions and posture. Even though your client cannot see you, try to smile so that he can feel your friendly attitude. Take a position that is comfortable for you so that no little things distract you from the conversation.
3. Voice. Not everyone knows that voice is one of the marketing tools. By skillfully using intonation, changing rhythm, timbre, and speed of speech, you can direct the reaction of your interlocutor in the direction you want.
4. Convenient moment. You should not impose yourself on the client. Remember, he may be busy when you call. By ignoring this opportunity, you are setting yourself up for failure. When you call a client, it is worth checking with him in the first minute of the conversation whether it is convenient for him to talk now, whether he is busy.
5. Refusal is also a result. It doesn’t happen that you will always and everywhere be greeted cordially; there will also be refusals. You just need to learn to find the reasons for refusal, then perhaps on the second or third try you will succeed. Moreover, selling on the first try is rare.
6. Logic. You should not express your position chaotically, jumping from one to another. It is better to build a logical chain: establish contact – identify the client’s needs – offer a product/service – overcome objections – summarize – end the conversation.
7. Bypass the secretary. Often, many managers only accept calls that were missed by their secretary. Those. The main task in this situation is to establish contact with the secretary, explain to him why you need to talk to the manager and why your proposal is important to them.
8. Set priorities. You can, of course, call everyone. But another tactic will be more effective: before calling, identify key clients. It’s better to start with them.
9. Analysis. Every conversation with a client needs to be analyzed. It doesn’t matter whether it was successful or you were rejected. Analysis will allow you to look at the problem from the other side, re-evaluate everything, note successful or unsuccessful moves, which will be useful to you more than once in the future.

If your first interlocutor when calling a company is the secretary, then your communication with him should be friendly. No negativity towards him, no references to his incompetence and a request to connect with someone who understands something about this issue. Words like “bother”, “sell”, etc. It’s better to exclude it from the conversation altogether, since your interlocutor may decide that something is being imposed on him.

When you have overcome such a difficult obstacle as a secretary, tune in to a conversation with your manager. The purpose of the conversation is to meet him. Therefore, you should not lay out all the information at once, you need to interest him, make him understand that meeting with you is beneficial for him. To prevent the conversation from feeling like an interrogation, try to formulate your questions correctly, avoiding those that imply a monosyllabic answer. You need dialogue. Having discussed everything that needs to be discussed, summarize the conversation. To do this, you can use phrases such as: “So, we agreed that ...”, “So we decided ...”, etc. The last word should be yours. You called, you should end the conversation. And don't be upset even if you are rejected. Firstly, there are many clients. If not this one, then another one. Secondly, refusal is far from synonymous with failure, you just could have chosen the wrong moment to talk, and by repeating the call after a while, it is quite possible that you will achieve your goal.

Objections. And ways to overcome them.

Naturally, such cases when clients agree with everything and immediately offer a meeting or conclusion of an agreement are very rare. As a rule, every manager is faced with many objections, ranging from high prices to the fact that “in company N the conditions are better, the quality is higher, and in general we need to think about it.” Some take these words as a refusal, while others skillfully overcome objections, achieving success. As practice shows, there is always a way out, and almost any objection can be overcome, the main thing is not to get lost, have the information and skillfully build a conversation with the client.

Let's look at the main types of objections and ways to overcome them.

1. There is one product, but the price is different.
There are two possible options here. The first is when the product is simply similar, but, for example, the manufacturers are different. Then you can refer to higher quality, environmental friendliness, or some feature of your product that your competitors' product does not have. The second option is when the product is really the same, but your price is higher. In this case, convincing the client to purchase the product from you is more difficult, but it is also possible. There is no need to say that you are new to the market and have not yet developed, this is not in your favor. Competition has always existed and will continue to exist. And you need not to make excuses, but to look for methods to fight for clients.
Depending on the situation that arises, you can choose one of the courses of action.
If you can't change the situation, change the product. Those. if the product you offer is on the market in huge quantities and assortment, then perhaps it is better to change the product than to try to explain to the client that your floral wallpaper is better than the same from a competitor. Yes, and selling something that almost no one has and cannot be found anywhere is much easier than a product for which the demand is much lower than the supply.
Everything for the sake of the client. If the product is really the same, and you don’t want to miss out on the client, then you can offer him a discount and agree to his terms. Here, however, it’s worth thinking about what to prefer: keeping the client or sometimes working at a loss.
Take not with goods, but with additional services. Perhaps you and your competitors actually have the same product, and your price is higher. But even in this situation, you can save the client. In addition to the product, you must offer it the highest quality service. For example, minimum cost or free delivery, after-sales service, promotions that allow you to purchase goods at a discount, competent advertising, and high-level service. In a word, in war all means are good.

2. We are not interested!
It happens that a manager calls a potential client, and he interrupts his speech on the product offer in the first words, declaring that he is not interested. Then he simply hangs up. The situation is not the most pleasant, and most importantly, it is not at all clear whether he is really not interested in your proposal, or whether he is simply not in the mood. It is very difficult to advise something in this case, since the root causes of this behavior are not known, maybe the client is to blame, or maybe you somehow started the conversation in the wrong way. Analyze everything that was said, maybe the truth lies here. You can also try to call a little later, in a day or two, if the answer is the same again, then, unfortunately, this person is not your client.
If you were told that your offer was not interesting, but they didn’t hang up right away, then you can try to clarify the situation. For example, ask the question why and what exactly does not interest a person, what might interest him in this case. Of course, they may not answer you. But you don’t lose anything by asking a question; you’ve already received a refusal. And so, perhaps, it will be possible to find out the reason for the refusal and make the client a more profitable and interesting offer.

3. They told me that that paint is better.
This kind of objection occurs very often. You offer your product, and the client, citing someone else’s opinion, declares that the competitor’s product is better. In such a situation, never interrupt the client, do not say anything like: “Who are you listening to,” “they won’t tell you anything like that.” Remember, the client is always right and he has the right to his point of view. Do you want to emerge victorious in such a situation? Listen to him, let him speak. And only then start taking action.

First you need to identify the source of the objections, for example, you offer hair dye, and the client says that he was told that it is better to use a different dye. You can ask him: “Who advises you to use a different paint?” or “If it’s not a secret, who gave you such recommendations?” Thus, through detailed questions, you find out the source of the objections. In this case, the client says that this is his hairdresser.

Knowing your enemy by sight makes it much easier to defeat him. You shouldn’t immediately declare that the hairdresser is simply incompetent; such a move will cause rejection from the client, and you will not be successful. It is necessary to create doubts in the client. For example, having found out that the hairdresser works only with this paint, say that it is profitable for the hairdresser to use it, since he can receive a percentage from the distributor. That is why he recommends it to everyone, although your paint, unlike this one, does not contain ammonia, and, therefore, is less harmful.

4. This is a bad product. And period.
It happens that before you have time to call and describe the situation, the client declares that your product is bad. The manager’s task is to find out the reason for this opinion and try to convince the client. There are several methods for this:
Comparison. For example, you offer decorative cosmetics. And the client says that he has already bought it, and its quality is disgusting. Those. he already has experience purchasing these products, and it is unsuccessful. The manager may express his bewilderment: “That’s strange, you’re the first person to say that. Maybe you purchased a counterfeit or expired product? The client either agrees with this or denies it. The next step of the manager is to persuade the client to try again, giving comparative examples: “A friend of mine purchased hair dye from one company, and the next purchase was unsuccessful. But, given that she had been satisfied with the quality for several years before, she gave the company another chance, and was again satisfied with the quality. Maybe you should try again?”
Reverse example. The client says that the product is bad, although he has never encountered it. In this situation, you can refer to your clients, friends or relatives who use this product or service. For example, a client says: “These boots are of poor quality. They will fall apart as soon as I walk down the street.” Your reaction: “What are you talking about, my sister bought the same ones and has been wearing them for the second season,” “You shouldn’t say that. Our regular customer purchased similar shoes two years ago. I just talked to her yesterday, they still serve her well.”
A look from the other side. Any situation can be looked at from different angles, and the disadvantage may well turn out to be an advantage of your product. The client says that the dacha plot is bad because being near the railway tracks and the noise of the trains interferes with sleep? You can respond by saying that this is not a disadvantage at all, but an advantage. Because you don’t have to walk several kilometers to the site if you arrive by train.

It is impossible to consider absolutely all situations that arise during telephone conversations. But almost everything can be overcome. What is needed for this? The recipe is simple and I have already said it many times: your confidence and knowledge of information.

If the client's objections have baffled you, then simply try to find out the reasons for the refusal. Firstly, you can call him again, armed with knowledge and prepared for the conversation: “Good afternoon. We were talking about... I carefully studied the information and realized that I had missed something. I would like to continue the conversation." Even if the client does not re-contact, you will know how to behave if you find yourself in a similar situation. Therefore, never regard refusals as failure. Take this as an additional experience.
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

Here's an article.

And I will remind you once again that to study the topic of telephone sales at a more advanced level, you can purchase the supplement to the Sales Management magazine - the almanac “Telephone Sales”.

Successful sales to you.

» Telesales

© Oleg Tocheny

Telephone marketing
(telephone sales)

Are you a telephone agent and are now going to dial the number of a potential client to offer him a product or service? There's no need to rush. If you act “head-on”, then for your interlocutor you will turn out to be just one of many who bother him with such calls every day. Here you need to use a different tactic, thanks to which you will be able to attract the client’s attention to your offer.

Before starting the conversation, you, of course, have identified a number of companies that could become clients of your company. Find out the name of the company, the name of the contact person, other details and enter it all into the database. Now you need to think carefully about the upcoming conversation. If you write your appeal correctly and manage to arouse interest in yourself, then this company will almost certainly become your client.

Try to put yourself in the client’s shoes and answer the question: “Why, in fact, should I purchase this product?”

There aren't many reasons why people make purchases.

1. To save money (there is a 20% discount in the store, you need to buy jeans);
2. In order to earn money (use for the production of other goods, resell);
3. To save time (for example, the telephone saves time compared to traveling for personal conversations; the car saves time compared to public transport - so people pay to install phones and buy cars);
4. To maintain your social status (you need to buy a Mere: the owner of the company is ashamed to drive a Zhiguli);
5. And the last reason is logical considerations (by purchasing real estate, you make sure that your children will be provided with housing when they grow up).

“Try on” this list to your potential client - and now you can come up with an introduction to the conversation.

Introduction to the conversation

The introduction to the conversation should contain no more than 75 words (otherwise the other end of the line will have time to hang up or find an objection). To do this, you have no more than 45 seconds at your disposal - during this time you must have time to introduce the company and state the reasons why the client may be interested in your offer.

What you have time to say in these 45 seconds is very important. But equally important is HOW you say it. Take care of the correct intonation. You should exude a positive attitude in what you do - smile! Remember that a smile can be “seen” over the phone. If you simply read something out, your interlocutor will also easily understand it. Don't believe me? Check with your friends. So, the first thing is a smile. The second is what you actually have to say.

There are 5 stages that need to be completed in every telephone conversation with a client.

1. You need to attract the attention of your interlocutor. This can be done with a greeting. As soon as you say: “Good afternoon, Mr. Petrenko!”, you will capture his attention.
2. Then you should introduce yourself. I don't think anyone should be taught this.
3. After this, you need to give the name of your company.
4. Finally, you should say something that will arouse the client's interest in your company.

As a result, you should get something like: “Hello, Mr. Petrenko! You are worried about Mr. Sidorenko from the Service and K company. We offer talking office refrigerators that tell you which products are starting to spoil and need to be used as soon as possible, which employee owns them, and how this employee reacts to the disappearance of his property from the refrigerator. A talking refrigerator will help your company save up to 20% on employee food costs and, consequently, on wages. In addition, this purchase eliminates office duels on kefir bottles.”

5. The most difficult thing: you need to ask a question to which your interlocutor will certainly answer “yes.” For example: “Is your company interested in maintaining employee productivity?” Who can say that his company is not interested in this?

But if Mr. Petrenko still says “no,” apologize, thank him for the time he spent with you, and hang up. After such an answer, it is useless to convince him to listen to you. The likelihood that he will agree to your proposals is one chance in a thousand. It's not worth your time. It is much more useful to spend it dialing the next number. Here you were answered “yes” - the first victory. But that's not all: most often, after a positive answer, objections follow, and below we will talk about how to deal with them.

And now a few words about how to overcome one significant obstacle, whose name is the secretary. Let me remind you that your task is to get through to the person who makes the decisions.

So the secretary picks up the phone. Introduce yourself, outline your proposal and ask who you need to talk to. If you can't find out the name, try to cheat. Pretend to be a client, call back again and ask to be connected to Mr. Ivanov from the sales department. If you are lucky and guess right, they will connect you right away; if not, then pretend that you got your last name mixed up. Ask what the name of the head of the sales department is, and then ask to speak to him. Your main goal - to talk to someone who can make a decision without going through a secretary - has been achieved. Now you can begin the conversation, the result of which should be setting up a meeting with the client or concluding an agreement.

Conversation with a client

Ten Commandments of a Telephone Agent

1. Rule 20/80. This means that you should listen 80% of the time and only talk 20%. For your opening speech, you are given, as we have already said, 45 seconds. Next, your task is to listen and remember the problems and needs of customers. Then you will have an excellent reason to offer the client to enter into an agreement with you, which will help him solve these problems and satisfy his needs.
2. If you want to look businesslike, never ask general questions - about the weather or “How are you doing?” Is it appropriate to ask your interlocutor who is 20 km away about the weather? Are you ready to devote the next half hour to listening to stories about other people's problems?
3. Avoid hesitation, speak specifically, precisely, and maintain the correct intonation. Don't forget to smile! You need to speak not too slowly and not too quickly, not too loudly and not too softly. You must be sure that you are heard and understood well. Learn to sense when to pause in a conversation. Telephone agents are much more effective when they can silently wait for an answer and hang up on time.
4. Don't be discouraged if you get an answering machine. Your goal is to get a call back, and we'll talk about how to do that a little later.
5. Don’t rush to send information to the client at the first request if he doesn’t really know what he needs. In most cases, the request for information is simply a desire for you to get behind. However, there are a variety of ways to use this request to your advantage. You don’t have to send anything, but just call a week later and ask if the information has arrived. Usually the client answers your question and continues the conversation. You can deliver the prospectuses in person, citing the fact that they require clarification - and here you have the meeting with the client that you were looking for.
6. Answer objections correctly (below we will tell you how to do this).
7. Do not allow yourself to make disrespectful remarks towards your competitors. Serious people prefer not to work with those who, in an attempt to persuade them to cooperate with themselves, point out the shortcomings of others. The client chooses partners with a positive attitude - this is what the largest companies, in particular Kodak, teach their sales representatives.
8. When working in telemarketing, you don't want to miss a day. If you miss one day a week, you will fall so far behind that there will be no point in even trying to catch up. Never stop calling new people - this is the only way to acquire new clients.
9. Never offer your company as a supplier of last resort. You must convince the client that your company is the best. Experience shows that no one ever turns to the help of suppliers left “as a last resort.”
10. Don't give too much information over the phone. Remember your main goal. If you want to receive an order and you are asked a question, you cannot help but answer it. And if your goal is to make an appointment, it's better to use the situation to your advantage. Try to convince the client that their issue can be resolved, and your representative will be able to explain all this during a personal meeting.

Homemade preparations

The usefulness of homemade preparations is difficult to appreciate until you start using them. Try it and see for yourself. This is truly a lifesaver if you hesitate and don’t know what to say. The blanks cannot be read out. There is nothing more unpleasant when a telephone agent interrupts you from your work and even reads something. In such cases, you just want to hang up. Therefore, the preparations need to be memorized.

In addition, blanks help you focus your attention on the main goal of the conversation. By knowing what to say, you won't waste your time or the client's time. Thus, templates will help you make more calls per day and effectively respond to possible objections. In this article we do not offer samples of blanks: you must come up with them yourself, in accordance with your personal experience and the specifics of the company. Write down the preparations: this way you remember them and learn to use them. As you work, you can always correct them and improve them.

Do they object to you? This is good

A person who does not know how to respond to a client’s objections has no right to call himself a telephone agent. An objection is a kind of chance that the client gives you; use it to tell him what he wants to hear. Never shy away from objections. There are 3 R's in telemarketing: REPEAT, SUPPORT, CONTINUE. Take it into service - and success is guaranteed to you. Repeat the objection in the form of a question. Say that one of your clients made similar objections, but after the presentation he changed his mind and decided to work with you.

Invite your interlocutor to continue negotiations. So you reiterated, supported and continued the conversation about your goal. During your first week of work, you will hear many objections, most of which can be boiled down to seven main ones. Each of them means the client is trying to stop talking to you. But your position should be this: I will now overcome this objection, and we will continue the conversation.

1. The client says that he has already tried what you suggest and did not like it. To overcome this objection, use the 3 R's rule (see above).
2. The client states that he already has a supplier. Don't give up: keep asking questions until you find the "weakness" of this supplier - the point where your services differ for the better from those that your interlocutor's company has been provided with so far. Why not a chance to acquire a new client?
3. The customer says that he is not interested in your product. Apply the 3 P rule. If the client again says that he is not interested, use the “final blow” (a technique discussed below). But if this doesn’t work, you should hang up.
4. The client tries to end the conversation with a request to send documentation. Check with the client what specific data he would like to receive. Try to reduce the conversation to the 3 P rule and ask to set up a meeting. If a client asks you to send a price list, tell him that your price list is so extensive that it is not practical to send it completely; but if the client names the types of goods or services he is interested in, then you are ready to transfer the data on the required items.
5. The client says that the savings from working with you are small and are not worth the additional effort that will be required from him. Explain to him that he will not have any additional worries, but on the contrary, you will do everything in such a way that you will make his life easier. Using the 3 P rule, end your conversation with a request for an order or meeting.
6. The client asks to call back in a month because he is too busy right now. Tell him that he could save a lot of money during this time, and ask if there is anyone in the office you could talk to for two minutes. Using the 3 P rule, describe a similar situation and end with a request for a meeting or agreement.
7. The client says that these issues are not within his competence. Find out from him who is responsible for this area of ​​work. If he does not want to answer, return to the secretary and ask him again.

Conclusion: you must try to overcome the obstacles that arise. Try working like this for at least a month, and you will understand that this tactic pays off.

Earn the right to offer

When talking with a client, you should not lose sight of one more important rule of telephone marketing: you do not have the right to simply call the client and ask him to place an order. But you can earn such a right even in one minute.

Follow the rules: make an introduction, correctly overcome 2-3 objections, and half the battle is done. Then, by asking the right questions and listening to the answers, you need to find out what the client's needs are.

Once the client feels that you understand their problems, you will establish mutual understanding. Now you can offer him to place an order. In order to “talk” the client, you will have to use a certain technique of asking questions. Offer him something that will help solve his problems.

But maybe his company doesn’t have any problems at all? If all your attempts to find out something end in failure, say goodbye and move on to the next client.

In your arsenal of ways to work with clients, there should be a special offer that is valid at the moment and does not involve risk for the client - we will talk about this below. But in any case, your task is to stand out from the crowd and say something that will make the client remember your company, your products and services.

Statistical accounting as a means of increasing sales

Each telephone agent must work with a special form on which he notes everything he does. If your manager didn’t give it to you, it doesn’t matter: make up such a form yourself and force yourself to use it every day. This will help you identify your weaknesses and increase your sales. Here are 10 items you should track every day:

1. Calls.
2. The messages you left on your answering machine (this will help you create a template for your answering machine).
3. Gatekeepers (how many times a day did you encounter the secretary).
4. People responsible for decisions on concluding a contract (how many times a day were you able to convince the secretary to connect you with these people).
5. Sent faxes or mail (what needs to be sent, in what form and quantity).
6. Repeated calls.
7. Scheduled follow-up calls (how many calls you will need to make).
8. Replies to your messages on the answering machine (how effective is your template for the answering machine).
9. Scheduled appointments.
10. Concluded contracts.

To do this, you need to leave him an advertisement for 20-30 seconds. The first four stages of the conversation are the same (see above), but instead of the last question, you should record a phrase on the answering machine that will force the client to call you back. Warn, for example, that you will visit him on Tuesday at 14-00 in order to talk in more detail about your company's offers. After that, leave your name and phone number.

When a client hears that a person with whom he has not made an appointment is going to come to his office, he will almost certainly write down your name and telephone number so that he can call you back and find out what is going on. Your goal has been achieved: the client called you.

But maybe he's just angry with you and wants to express it to you? Typically, customer outrage can be neutralized. When he asks about a meeting, answer that you simply left information and wanted to see if it was possible to pay him a visit on Tuesday. If this time doesn't suit him, ask him what time is suitable. Thus, you returned to the rule of 3 “Ps” - you repeated the offer of your company’s services, supported the client and continued the conversation with a request for a meeting.

Now it's time to ask the fifth question. If the client answers “No,” then you should wish them well and hang up. And if the client answers “Yes, but...”, you need to overcome the objection and again offer to make an appointment or place an order.

And in conclusion, some useful tips:

1. Leave information on the answering machine for no more than 30 seconds.
2. Don't stammer or pause.
3. Call again. On average, to catch a person, he needs to call 4-8 times.
4. Think clearly about what you are going to say.

Special offers

In order to attract new customers, always keep special offers in stock - coupons, discounts, free service, free shipping, trial period. A trial period means that the customer receives the product and uses it for free for, for example, a month before he pays for it. This is what you have to do when working with large companies that you would like to become your clients, but who do not agree to buy goods from you without trying them. However, be sure to explain in detail to the client what a “free sample” is: the sample itself is free, but the client will have to pay for the product, albeit 30 days later.

Special offers are best used at the end of the conversation in order to persuade a hesitant client to make the first order. This method really works and consumers like it. But make sure the client understands that this is a one-time offer.

About the most important thing - about ordering

1. Question one: have you earned the right to offer an order?
2. How many times have you asked a client to place an order? You need to make an offer at least three times, unless, of course, the client agrees immediately (in which case, just say: “Thank you. You will be pleased to work with us” and hang up). But in general, the first offer to place an order is always a trial one. The second time they will object to you too. It is the third request that is critical. Usually after this you receive your order. I don't want to say that if you ask three times, the order is yours. It is possible that you will never receive this order. The following points will help you find out.
3. Make sure you mention the expiration date of your special offer. If you do this, the client will have an additional incentive to conclude a contract with you.
4. Have you asked probing questions that push the client to close the deal? With their help, you can feel whether the client is going to work with you at all.
5. Have you tried a technique called the “final blow”? I mentioned this above and now I will explain what it is. When the client answers no to all your questions, ask him if he would be interested in at least hearing your presentation. If they answer “No,” politely say goodbye and hang up. You won't succeed with this client.

Focus - and success will follow

There are people who, when talking to a telephone agent or a salesman, talk about anything but sales. A telephone agent needs to avoid those who can “eat up” his time. Plan out your goals for the day before you come to work. You need to know how many calls you want to make, how many deals you want to close. Telephone marketing needs to be done daily, but no more than 2-3 hours without a break.

Get yourself excited before work. This can be done in different ways. You can calculate possible profits on the way to work, you can listen to special cassettes in the subway or on a trolleybus, you can record yourself on a cassette, encouraging yourself, and listen to it along the way.

Always call new clients first before making follow-up calls. Many do the opposite, but if you constantly make repeated calls, the influx of new clients and ideas will stop.

One last rule: always start with the hardest calls. Everything else will seem much easier after them. Don’t hesitate, and you will be pleasantly surprised: in many companies you will be able to get through by phone before the secretary arrives and talk directly with those who make decisions. So:

1. You need new clients.
2. Calling really helps you get new clients.
3. The more clients a telephone agent attracts, the more money he will earn.
4. You need to call every day.

Reasons for defeats of telephone agents

Now I would like to talk about the reasons why many telephone agents fail. Insurance companies in the West, for example, hire thousands of agents, knowing that within a year 95% of them will leave. But those who remain succeed.

The reason for the failures is the “SNSP”. This stands for: fear, uncertainty, doubt, habits.

Fear. Telephone agents fail because they are afraid to make the next call in case they get rejected. This needs to be approached completely differently. Convince yourself that for every 200 proposals you make, there will be one acceptance. And the sooner you receive these refusals, the sooner you will reach agreement.

Uncertainty. You are not sure if the techniques you want to use will work. But there is only one way to find out - try, analyze the results and improve the techniques.

Doubts. Let's say you decide to start following our advice starting tomorrow. But then you shared your plans with someone else, and you were told that nothing would come of it. Then doubts may arise in your soul, which will become the reason for your defeat. Don't give in to them until you try it yourself.

Habits. If you change your habits for 2 hours a day, after a month, using the techniques we describe, you will get rid of fear, uncertainty and doubt. Record your results, and if they haven't improved noticeably after a month, then you're doing something wrong. Now start calling. I wish you success!

"Career", No. 2, 2000

A telephone is a tool, and whether a manager will build an effective dialogue with a potential client or not depends on the ability to use it. Nobody likes when they call him and force him to do something that he doesn’t need at all.

However, cold calling is not a waste of time. They can and should be made effective by hiring the right managers who will not turn the entire process into a banal call. In this article we will look at what cold calling is and the rules for doing it.

What are cold phone calls in sales?

All calls can be divided into two large categories: cold and warm. Warm calls are contact with a client who already has an idea about your company. For example, he had previously purchased a product, or was simply interested in services. The purpose of warm calls is to remind yourself in order to restore cooperation. Warm calls imply that the operator already knows who his buyer is, as well as how to interest him. What then are cold calls?

Another thing is cold calling. Here the operator knows practically nothing about the client. Communication follows a pre-written script. The operator calls the potential customer base and offers the company’s product. As a rule, cold sales have low efficiency, however, sometimes they are the only way to reach the head of the enterprise.

According to statistics, only 1 client out of 100 “gets” hooked by the operator and takes the action he needs, for example, purchasing a product.

In what cases are they used?

B2B is not complete without cold calling. So, this sales technique has just begun to gain momentum. What is it for?

• for a constant influx of new clients to the company;
• to announce that a new company or service has entered the market;
• in order to update the customer base;
• to select the most promising potential clients.

Video - how to create sales scripts for B2B:

In Russian practice, cold calling is most often used in areas such as advertising, production, wholesale sales, and everything related to real estate.

Advantages and disadvantages

While seemingly ineffective, this telemarketing method has several advantages. Let's look at the main ones.

• This kind of telemarketing much more effective than distributing leaflets and other printed materials. Moreover, it is through a telephone conversation that you can ask for a personal meeting with the person in charge.
• Client automatically is in a businesslike mood when communicating on the phone, and this also helps sell a product or service.
• Telemarketing is an effective way to conduct research. So, even if the operator was unable to persuade the client to purchase a product or service, then his interlocutor probably answered some questions, based on which a more accurate map of the target audience can be drawn up.
• The effectiveness of cold calling directly depends on the manager who implements them. So, it can be increased by hiring the right competent specialists.

Video - examples of cold calls for a manager:

Options for organizing sales in the form of calling clients in the database

In order to organize cold calls, you can involve either the managers of your organization, or outsource this process, for example, to a Call Center. Both options have pros and cons.

Your managers

What are their managers good for? They know everything about their product. This way, you won't have to tell them what you're going to sell over the phone. Also, organizing calls to the database with your own staff means minimizing costs, because you do not need to pay a third party. In addition, there are the following nuances when organizing telemarketing using your own employees:

• Human factor. When making about a third of cold calls, the operator is faced with a negative: the people on the other end of the phone are rude and simply hang up at the most inopportune moment. If you don't want your employees to be negatively affected by nervous secretaries and careless directors for the next few weeks, then it's better to outsource cold calling.
• You'll have to do it yourself create a conversation script, according to which the call will be made.
• Ordinary managers are most likely not familiar with active sales techniques and therefore, the effectiveness of cold calling performed by ordinary employees will be somewhat less than if you entrusted it to professionals.

Cold calling through regular employees is effective when the client base is small and you are determined to get good returns from telemarketing.

Agreement with a third-party CALL center

Outsourcing a job has several obvious advantages, the main one being efficiency in making calls. Call center operators have developed sales techniques and it is easier for them than company managers to reach the decision maker. The services of a third-party company should be used if the client base for calling is very large and the process will take a long period of time.

You should not assume that since the Call Center employees have no idea about the product being promoted, they will not be able to complete the sale. In fact, in cold calling, it is enough to master the technique of making them, and not information about the product being promoted.

The disadvantage of this method of cold calling is the financial costs, since the services of outsourcing companies are quite expensive.

Cold calling as a telesales technique

Cold calling in marketing is a whole science, which has several sections. So, one of them is the conversation pattern. If you call a company, you will most often end up with a secretary or operator. But how do you get to the right contact person?

Universal conversation pattern

Almost every cold conversation consists of several stages. So, when you call a company, you end up with a secretary. As a rule, more than half of cold calls end here, because a competent secretary will never allow a “sales person” to approach the manager. If the manager successfully bypasses this stage, then he is faced with the following tasks:

1. Get to know the decision maker and try to establish contact.
2. Understand what a potential consumer needs. Tell about the company's product or services. Answer all “objections”.
3. Make an appointment to complete the sale.

Decision maker - what is it in sales?

The decision maker (decision maker) is the person in the company who can approve or, on the contrary, make adjustments to the project. You should not assume that this person must be the director. So, sometimes such a person is the deputy director, commercial director, head of the sales department, or simply the general manager. It all depends on how the hierarchy in the company is built.

It is not easy to find an approach to such persons, however, with a competent conversation, the operator has the opportunity to bring the decision-maker to an agreement on cooperation or at least to the point that he agrees to accept the manager in the office.

Video - how to arouse curiosity in a client in the first seconds of a cold call:

In order to figure out the decision maker in a company, you need to be a “scout”. Your questions to the secretary or trusted person will determine whether you will understand who you should contact in order to have the purchase of your product approved.

The operator must be resourceful and courageous in order to clarify who is making the decisions. This can be done, for example, through the accounting department or the purchasing department. Don’t be afraid to ask the first and last name of the person in charge, this will only increase loyalty to you.

An operator who is trying to convey the importance of purchasing a product must also be a marketer so that his unique selling proposition is truly “unique” and not stolen from competitors.

You should be prepared to explain the benefits to a potential buyer, and, knowing his pains, convey the benefits of purchasing the company’s product.

If these conditions are met, the decision maker will make contact on his own, without waiting for the final part of the manager’s speech.

In order to reach a decision maker, you need skills such as ingenuity, creativity, a fresh look at things, and a high level of communication.

How to bypass the secretary when cold calling

There are many scenarios for bypassing the secretarial barrier. So, the sales manager’s task is to determine which approach will be more effective in communicating with a specific secretary. What can be done to connect the secretary with the decision maker?

Enchant

In order to get around the secretary, you can use flattery. You should throw a couple of compliments in his direction regarding his professionalism in his work. In most cases, this immediately increases the secretary’s loyalty to the operator, and he will be ready to connect him with the decision-maker.

Recruit

You can pretend that the director/sales manager/deputy chief himself asked you to call him back. In a dry and insistent tone, you need to introduce yourself to the secretary and say that the decision-maker is really looking forward to a call from him. This technique often works.

Video - 11 techniques for passing a secretary during a cold call:

However, it will not be possible to “recruit” a secretary who is no longer young and experienced. As a rule, at large enterprises, the director is “protected” by a woman of Balzac’s age, who immediately sees through the recruitment attempt. If the operator feels that this method will not help here, then the only option left is to be polite and courteous and ask the secretary for help.

Cheat

Not everyone can cheat, however, this technique also works. For example, you can call the secretary and say that such and such a company is preparing a business letter for the purchasing manager, but cannot find his last name, first name and patronymic, as well as contact information in order to deliver the business letter. The secretary can not only tell you the name of the person you need, but also give you an email or even a phone number.

Resist

Not everyone can apply pressure, but power techniques work great. The main component of this technique is “putting” the secretary in his place. So, after he refuses to connect you with the decision-maker, you should ask who exactly is involved in the decisions, and also clarify that this information will be conveyed to the company’s management. The secretary will return to office and normal face-to-face communication can continue.

You can find out contacts not only from the secretary, but also from other employees of the company. As a rule, they have less contact with “sales people” and it is for this reason that it is much easier to approach them.

Using scripts

A script is a pre-planned sequence of action that is executed as the call progresses. A script can be called a certain scenario where the choice of one or another action depends on the action of the “opponent” (DM or secretary).

Scripts help to conduct a conversation as fruitfully as possible: for example, practice has shown that working with scripts increases the likelihood of a sale by up to 30%.

There are two types of scripts: rigid and flexible. Rigid scripts suggest that there are not many options for the development of events. Hard scripts are used when the product being promoted has many advantages and it would be difficult for a potential client to refuse the operator. For example, you simply offer a huge discount, or some other benefit that your competitors do not have.

Flexible scripts are used when the product being promoted is “complex”. In order to sell it, creative and innovative managers are required. There are many options for the development of events and that is why flexible scripts are multivariate.

Work with objections

The decision maker will resist in every possible way to make a positive decision. So, scripts help answer all his objections. For example, a decision maker can say that the company is going through difficult times and doesn’t have any extra cash at the moment, or he can answer simply and clearly, “I’ll think about it,” which is tantamount to “I refuse you.”

Let's look at the most popular scripts to convince the client that his objection is worth nothing compared to the merits of the product.

• Yes, but along with this …

Convince the client that, along with the shortcoming that he has identified, the product has many advantages. For example, if a potential client says that he has heard a lot of bad reviews, convince him that there are ten times more positive reviews about the product.

• That is why….

Does the potential client want to think about it and suggest contacting you a little later? It is worth answering such a decision maker that this is why you want to meet with him. The decision maker says that the product is expensive? That's why you offer him a trial version or a huge discount.

• Make the client remember a past bad experience.

For example, he also claims that your services will cost him a lot of money. Ask him if he has ever purchased a cheap product and then still went for the expensive one. Surely he will confirm your guess and it will be even easier to close the decision-maker for sale.

conclusions

So, cold calling is a labor-intensive, but quite effective way not only to attract new clients, but also to clear the client base of unnecessary counterparties, and also simply to provide a small reminder that your company will always be happy to provide them with services or sell goods.

Cold calls can be made either independently in the organization, or you can outsource this process. Both methods have advantages and disadvantages. Cold calling is only gaining momentum and its popularity as a sales method is growing every day.

Video - tips for cold calling:

OFD, digital signature, online cash registers, accounting and other useful services for entrepreneurs -

Optimal conditions for opening and maintaining a current account for entrepreneurs

Instructions

Greetings.
When greeting your interlocutor, if possible, address him by name, and also be sure to introduce yourself. You should give a name and briefly describe yourself.
For example: “Good morning, Sergey Petrovich! My name is Alexander, I am the manager of the Ilanda company. Wholesale sales of kitchen appliances.”

Showing concern for the client.
Be sure to take care of his comfort by asking if he has a couple of minutes of free time.
For example: “Could you give me two minutes of your time.”
If the client is too busy, ask what time is best to call back so that it is convenient for him.

"Casting a fishing rod."
Win the client over by making it a small company.
For example: “In business circles, yours has established itself as a reliable partner. We would like to offer you cooperation on favorable terms.”
This way you can keep the client interested in the conversation.

Use the top acquisition model. In addition to the initial call and clarifying contacts, the teleoperator conducts initial negotiations, initiates the sale, scrupulously identifying the further intentions of the potential customer. In fact, it is already collecting the parameters of the first trial client, and also collecting information on the possible scope of future work with a new consumer.

Format the cold database in advance. For example, select contacts of companies not only with the required specialization, but also with a given parameter, for example, “company employees.” Large holding and network companies can be immediately transferred to the corporate department (so-called “long-term” sales).

Master techniques for identifying the “needs” of a potential customer. Managers often make the mistake of immediately moving to the “presentation” stage, wasting their time and causing negativity with unprofessionalism.

It is important to have a client CRM system in the sales department. CRM - literally “Customer Relationship System”, which records all incoming information about the consumer, and also reflects the “Plan of Further Actions”. But you can record all the information in a regular Excel file so as not to waste time.

At the time of “cold” attraction, record all “input” information about the potential client: format; specialization; development plans. In the future, this will save time on working with less promising consumers.

Video on the topic

In recent years, the hotline has become a widespread form of informing the population about goods and services. It is actively used by large manufacturing companies, retail chains, and representatives of medium-sized businesses. Such events are often organized by government agencies and federal and regional authorities to explain to citizens any topical issue. The essence of the “hotline” does not depend on the status of its initiator and boils down to the following: a person asks a question over the phone and immediately receives a competent answer.

You will need

• - premises;
• - separate telephone number or telephone numbers;
• - staff.

Instructions

Determine the duration and operating hours of your organization's hotline. It can be permanent, periodic or one-time, around the clock or with a fixed time for receiving calls. The duration directly depends on the goals you want to achieve. For example, an Internet provider is interested in providing its customers with constant 24/7 telephone support. At a university, it is advisable to set up a “hotline” during the period of entrance exams and only during the daytime.

Choose the method of receiving calls: on your own or through employees of specialized call centers. In the latter case, you will save yourself from many technical problems. However, our own hotline reduces the time it takes to eliminate operational deficiencies. Customer calls are received by your employees, who are well aware of production nuances and can quickly contact the necessary specialists to clarify controversial issues. In addition, starting with any option, over time you will be able to change the hotline mechanism to a more convenient one.

If you decide to use only internal resources, take care to allocate separate telephone numbers for the hotline for the entire period of its validity. Visit several landline and cellular operators in your area. Find out the following points: the cost of one minute of conversation, the presence of a subscription fee, the ability to connect a multi-channel number, the availability of easy-to-remember numbers, the size of the discount for long-term cooperation, the conditions for early termination of the contract, the zone of reliable signal reception for mobile operators, etc. Sign an agreement with the most suitable company.

Designate a separate room for hotline employees. You need to equip the room with comfortable office furniture and computer equipment. Provide operators with Internet access and a separate email address. This will increase the efficiency of interaction between operators and other company specialists. If possible, organize electronic recording of incoming calls. If you do not have a special computer program, you can keep records using any spreadsheet editor, for example, Excel.

Train hotline staff. Select competent, proactive specialists with good reactions and an analytical mind. Consider friendliness and stress resistance as an additional advantage. Your employees will have to communicate with different people and quickly resolve complex, perhaps even conflict, situations. Think over everyone’s work schedule, clearly define the start and end times of work, and a lunch break. Be sure to include several additional 10-15 minute breaks during which employees can leave the office and, as they say, “catch their breath.”

Develop recommendations for conducting telephone conversations. The operator must be the first to greet the calling client, clearly pronounce the name of the organization and his first or last name. Then ask, for example, “How can I help you?” and listen carefully to the person without interrupting him or asking clarifying questions. Also think over a common wording for ending the conversation.

Provide each operator with a list of telephone numbers and other contacts of the organization’s employees and a list of issues that are within their competence. Try to predict the most pressing topics that hotline workers may encounter, analyze them in advance and prepare several possible answers.

Analyze the work of the hotline a week after its opening. By this time, you will have accumulated enough material to determine the strengths and weaknesses of the event.

Sources:

• Organization of a hotline

Active sales over the phone – this won’t surprise anyone today. The secretary of each organization is familiar with calls from different companies offering various necessary or not so necessary goods or services.

Calls and sales

Conventionally, all attempts to sell something over the phone are divided into two categories: “cold” and “hot” calls. “Hot” calls are calling clients from your own database. These are people and organizations with whom you have already worked, that is, contact has been established, and you simply offer them new services and products or notify them of your promotions.

Cold calling is an attempt to find new clients. These are initial telephone calls to those people and organizations who have never worked with you; during the conversation you can introduce yourself and make your commercial offer.

Why are such calls called cold calls? No one knows this for sure, but we can assume that the point is how the potential client reacts to the manager’s call: usually the reaction is quite cold. Old clients treat calls more kindly, because if they have already used your services and were satisfied, then they are probably not averse to continuing cooperation.

Why are cold calls treated so coldly?

Firstly, if an organization operates in a large city and has existed for several years, then a lot of such calls are received per day. Even if you offer something worthwhile, imagine what it's like for a person to listen to different proposals several times a day!

Secondly, it’s not very often that managers who make “cold” calls actually offer something worthwhile. Often companies have certain needs, but they usually try to solve them as quickly as possible. What is the probability that a manager will make a “cold” call at the exact moment when the client has a need for his service or product? Of course, far from 100%.

Thirdly, it takes time for the manager to make his sales proposal. And if there are many such calls a day, then imagine how much it takes to listen to someone’s proposal and then politely refuse.

Effective cold calling

If you want your cold calling to be truly effective, it pays to have some strategy.

To make a competent call, do some preliminary preparation. By finding out the size and specifics of the prospective client's business, you will understand a lot about whether he needs your product. And the awareness you demonstrate in a short phone conversation will break the ice that will be present before the person even picks up the phone.

Don’t set yourself the goal of calling as many clients as possible in a working day. It is better to choose fewer companies, but those that are actually your potential clients. This will give a much greater effect.

Databases of customers who previously purchased the offered product or were interested in its properties, features, characteristics. These buyers or customers are not only familiar with the selling company, but are often interested in purchasing a product or service, so the manager’s task is greatly simplified compared to cold calls, when negotiations have to be conducted with complete strangers. The effectiveness of hot calls also significantly exceeds the effectiveness of cold calling, however, it should be remembered that this technique is more often used in current activities; it is almost impossible to use for business development.

Rules for making hot phone calls

Hot phone calls are usually made by sales department specialists in accordance with a certain internal company algorithm. This algorithm is not rigid, but it is important to negotiate in a logical sequence. The basic rule is to constantly remind the client about the advantages of the product being sold and the benefits of cooperation with a specific seller. The manager’s task during a hot call is not only to complete the next transaction, but also to retain a regular buyer or customer, leaving him with a positive impression of the purchased goods and services. If this task is not completed, then the likelihood of the client moving to competing organizations, which can find and attract him as a result of professional cold calling or other methods, rapidly increases.

Who should handle the negotiations?

Many companies strive to reduce their own personnel costs, so they use regular operators for hot phone calls. Practice shows that such savings lead to the loss of some regular customers, since a professional sales manager constantly stirs up the buyer’s interest in the purchased product and performs several tasks simultaneously. An ordinary operator will not be able to achieve such goals due to the lack of appropriate skills, as well as ignorance of the specifics of interaction with clients. His maximum task may be to conclude another deal, which does not mean effective client retention.

Sources:

• Hot calls