Master the Communication Skills to Uplift Your B2C Telemarketing Ability

In this digital age, there are certainly many ways to reach out to customers such as emails, social media channels, etc. But there is no better way of reaching customers other than telemarketing when one has to get into one-to-one verbal communication. 

Telemarketing is a very important tool that connects call center agents with customers when an employee has to promote the company’s products/ services. 

B2C telemarketing is product-driven and employees directly call the customer to establish a trustworthy connection. Their communication skills need to be proper to make meaningful conversations and handle the customer’s queries efficiently. 

The process of using telemarketing as a tool to engage customers is certainly effective, but it should be used in the right way for generating business to the company. And for this process, communication skills play a very significant role in generating more leads and converting them into customers.  

Effective Communication 

Most of the call center employees assume that communicating with anyone seems simple and selling the product/ service would not be a difficult task. 

Whereas, hardly they know how challenging it is to handle the customer’s queries in real-time. If any single thing went wrong or you make any wrong commitment or giving inept information to the customer would make the company liable for any unforeseen circumstances. 

Communicating with the customers demands more than just an answer to their unpredictable questions. Hence, mastering a variety of communication skills is important for every call center employee to succeed in the B2C telemarketing sector.  

Communication skills do not only include verbal abilities, but it also consists of written and listening skills as well.  So, it’s important to understand various communication styles to master delivering customer service support over the telephone. 

Let us give you a few examples of developing a sense of communication skills in B2C telemarketing and how to increase your ability to talk with the customer in the capacity of customer care agents. 

• Ask appropriate questions to the customer

As a call center agent, asking relevant questions is an art that certainly develops over time after attending live calls and a few training sessions.

On the other hand, if you are unable to probe the right questions – trust, you will never be in a position to offer the right solution to the customer. 

Gain the customer’s confidence first so that you can ask the customer to provide the correct detailed information and then offer a solution.  

• Listen carefully and offer the right solution

Before answering any question, make sure you have heard the question correctly.

Sometimes, most of the agents often hear the half questions and start giving different solutions to which the customer has no connection. 

That’s why listening skills are very important for any employee who is in the customer service support industry. This is because the customer usually seeks the solution to any problems or complaints. 

It’s the agent’s responsibility to first listen to the problem carefully and then answer what is being asked by the customer.

• Choose appropriate vocabulary to communicate

Most of the call center employees are trained to use a core accent and speak some English vocabulary words. After all, we cannot expect every customer to be super educated or must be knowing all the terms so well.  

In case, call center agents are so inquisitive to use vocabulary words – it’s always good to include vocabulary which has the overall prevalence and people are familiar with those words. It helps both sides to conclude a flawless communication. 

• Avoid using negative language

Most often, they use negative language and forget to bring some positivity in communication like the use of sentences ‘we don’t know the solution, let me ask the manager’ or ‘this is impossible to do’, etc. 

Never use such language in B2C telemarketing because customers often walk away assuming you are not the right company to provide them such services. 

Instead, include sentences like ‘we are working to get this done’ or ‘soon we will be launching this product/ service’, etc.

It’s the agent’s ability to transform negative communication into a positive one without hurting anyone’s emotions. 

Conclusion

Every single word and sentence in B2C telemarketing matters in making or breaking the customer relationship. A call center employee working in a product-focused or service-oriented company should learn and understand the value of good communication skills to capture the leads. It’s very crucial in the telemarketing industry especially when you are targeting a cold calling prospect list.