The Seven Deadly Phrases In Telemarketing


by: Marlon Julius Mata

Telemarketing is one business that has been able to keep its pace over the years. If you think about it, the mere fact that it has stayed around this long is a testament in bringing more business opportunities for the company that decides to use this. It works, and many companies believe that telemarketers are the key to success.

Sure, if the telemarketing team you hired is one that knows what it is supposed to say. There are a surprisingly large number of telemarketers who commit a lot of telemarketing faux pass. Words are a powerful medium of communication. Choose the wrong term or phrase and everything falls down. But that should not be a serious problem, since it is fairly easy to avoid them – provided that you know these.

“How are you today?”– this is a question that is often used by telemarketers. And this is the one question that can create a lot of complications. For example, what if the prospect says that they are not fine since you called? A better tactic is this: Don’t say it. Just go straight to the point and tell the person at the other line who you are and why exactly you are calling them. Reserve that question once you have built a relationship with the prospect and that you are calling them back.

“Is this a good time to talk?”– more likely than not, you are going to get the answer as no. In addition, this question tells nothing at all to the person answering the phone. It is like you are giving them a shady deal or something that they can be better off without. Again, here is the better advice: go straight to the point. The earlier you say your reasons for calling, the more grateful the man at the other end of the line will be.

“I can’t”– say that word, and you are heading straight into trouble. Never, ever tell a customer that you cannot do it. You are advertising to them your capacity to serve them. The statement will certainly run counter to what you want to say. Instead, give them a set of choices and tell them what you can do.

“But . . .”– never say that if you want to keep your prospect. Words like this will sure to turn away prospects from you. Smoothen it with the word ‘and’ instead.

“I do not know” – then why are you in business? You would be better off if you just say that ‘you can find it out’.

“The only thing we can do . . .”– this instantly limits your prospects, and if there is anything they hate about, it is the limited choices. It is just better to list down the various options available and let them choose the one they prefer.

Keep a close eye on these little verbal missteps. Avoid all these and you are sure going to save yourself from a lot of misery.