Learn the phone salesmen´s best tricks
PART I
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In this article you will learn why telephone salesmen calls you -
and what tricks they use.
You will learn the concepts of a Hurry trick, Active answers, Capturers, AIDAS and Tension-relieve.
Honestly, I´ve nothing against product presentations, sales or marketing, even over the phone. Telephone sales can be one of many great channels that a company can use to introduce a product to their customers. But it´s the way it sometimes is done, that makes me really concerned.
When you look closely upon the way some of the phone vendors act, the tricks and the rhetoric they use, you can find clear parallels to the abusive acts of a psychopath. The only difference is that an abusive act often lasts for many years, while a sales call will progress only for a short time. But it´s actually same tricks used.
To begin with, we must ask ourselves why phone salesmen are calling. The answer is simple: – Because they want to fatten their own and CEOns already fat asses. I can´t even in my wildest imagination think of any other reasons, neither ethical or idealistic. But what thaughts goes through a phone salesman´s head ? Well …
“Hurry trick”
The vendor must dominate the conversation and he´ll try to fully control the situation. But the customer mustn´t notice. The customer will believe in opposite configuration. The vendor would also try to get yes-answers throughout the period leading to the point, where the salesman “locks up” the customer. At that point the seller has succeeded.
The worst scenario that phone sellers would face is when their client says:“I call you back in a few days”. Because then the customer gets too long time to think about the purchase. And there must be an extremely good product to make a customer to call back. And that good products, it´s almost no companies that can offer. And they also know it.
Therefore, sellers would always give the impression that it´s urgent and that you´ve to decide quickly. Buy now ! Take it or leave it ! That serves to dealers. The shorter the period of consideration, the better the chance that the costumer´s answer is YES. Therefore, sellers often offer discounts if you order a product quickly and blame to store only a short time. Obviously, this is purely crap-talk. But how does the dealer proceed ? Well, like this:
“Active answers” and “Capturers”
They begin with a short, slovenly introduction, then a surprising question that requires a so-called active answer. An active answer is when the customer was thinking twice before it responded. For example: “What is your electricity charges ?” Or “I just wonder what retirement annuity you have”, or “Do you want to make mobile calls half as cheap?” These opening phrases are called capturers. Because the customer is captured by them. The questions require active answers and will lead to further conversation.
“AIDAS”
The vendor is working under a strategy called AIDAS. This means Attention, Interest, Desire, Action and Satisfaction. The entire conversation from beginning to end is based on those five words.
First, your phone rings and the seller introduces himself and the company (= Attention). Then you get offered a product which you think you need (= Interest, Desire). But often the product isn´t a reflection of a genuine need, but a created need. A need that´s invented by someone who wanted to make money. Then, the customer makes an active choice by answering YES or NO (= Action). And if the customer answers YES, then it becomes showered with praise for it´s “choice” of the company’s product and the company often offer warranty and telephone support for a certain period (= Satisfaction).
But what happens if a customer gives a negative respons ?
Well, in that case, the seller will use the NO against the customer. First the seller will try an intellectual way to make the customer to change his mind, by asking: “Can I ask why you don´t believe in my offer?”. This question is for the seller to “sniff out” the customer’s reasons to say no. To convert the customer. If this step fails, the seller will try some emotional tricks…
“Tension – relieve”
There are both easy and difficult emotions to handle. And the dealers will use this knowledge. Two of the most difficult emotions to deal with is the feeling of beeing outside a social group and bad conscience. Therefore, we try to get rid of these feelings as soon as possible.
So, if you neglected a product, then the seller tries either to make you feel outside the group, like a person that doesn´t belong to the few “carefully uptaken” who responded YES. - Or the seller will give you a bad conscience.
- But why should the customer have a bad conscience?
Because after a few days, the seller calls you again and says: “Last time I phoned, you neglected my offer to purchase lottery tickets. Do you remember that? “(The customer still has a bad conscience).
“Yes,” the costumer says.
Seller: “Since no one wanted to buy my lottery tickets, we have been forced to reduce the price by 40%. But it´s only for today.”And while the customer suffer from bad conscience since the last call, plus it will now beeing offered the same products but at a much lower pricerange, and that the vendor also uses a Hurry trick, the customer finally will get cauth in this stage.
And then you´ll know, that from the outset, is carefully calculated how many people that should be captured on the first call and how many beeing captured on Tension – relieve call.
You see, a lot of science to brainwash and manipulate us. - Only to fatten the seller’s own and CEOns fat ass.
Now you´ve learned all these tricks,
- Hurry-trick, Active answers, capturers, AIDAS and Tension-relieve.
Part II will focus on how to master them.
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