Contact Centre Selling (inbound)
Contact Centre Selling (inbound) is defined as: the ability to engage quickly and effectively with all types of caller and create rapport; to use effective and professional sales techniques, over the phone and via e-media; to gain an understanding of the caller’s needs, requirements and desires and, to quickly identify what actions it would be appropriate to take to move the opportunity towards a sale, meeting, or other relevant outcome. To qualify the prospect and the opportunity according to company or marketing guidelines; effectively communicate the offering, in terms and in a way that is comfortable and relevant for the prospect; handle objections through active listening and objection handling techniques; close either the sale, if appropriate, or a next step action and to report effectively on Key performance Indicators (KPI’s) achieved, for all relevant stakeholders.
Candidates for inbound Contact Centre roles require a range of capabilities to perform this role including the ability to:
- Engage the caller quickly and effectively and use communication skills and techniques to create rapport
- Rapidly gain a full understanding of a caller’s needs, desires and preferences through use of good questioning technique
- Accurately and effectively match own offerings to customer’s requirements and present them in such a way that it creates a feeling of ‘fondness’ with the caller
- Handle objections effectively through appropriate use of active listening and objection handling techniques
- Close sales, or meetings, or agree next actions, as appropriate
- Report effectively for and to all relevant stakeholders on performance against Key performance Indicators (KPI’s) as may be required from time to time
