Why being a carer not a seller is best for today’s appointment setter

For years, sales people and appointment setters looking to fill their diary have been using pushy techniques. From the sympathy close to claims that ‘I’m just in your area’, customers were forced to comply when they might have preferred not to. And while for many, these unsavoury traits were revered, thankfully, now they are totally rejected. Today, companies value their reputations and care about what customers think of them. For most organisations, the hard sell is simply not worth the risk. More than that, we expect to work for, or with a company with values and standards that reflect our own. So whether we’re buying something from a business, or working for them as an employee, we want them to care.

The modern sales landscape is changing. Prospects are becoming savvier and decision makers are now more careful about agreeing to appointment setter requests for facetime. This means the ‘foot in the door’ technique is no longer guaranteed to produce results. In fact, a very different approach may now be more appropriate for today’s business developers.

Hungry sellers

The term hungry is often used to describe a sales person or appointment setter that seeks out opportunities in a voracious or eager manner. While this word still seems to appear in job ads, most professional organisations would steer away from modelling their roles on this kind of behaviour. Yes, they might get sales, but over-goal-seeking behaviours are loaded with peril. By having these personalities on your sales team, the risk they present may not be worth the gain, even if they’re your best appointment setter.

The ‘carer’

At Blue Donkey, our unique brand of intelligent telemarketing is reliant on team members putting the customers they are speaking to at the heart of their call. At the interview stage, situational interviewing techniques are used to assess how candidates handle real world situations. They are questions that often begin “tell me about a time when you …”. These methods help Blue Donkey recruiters select a potential appointment setter who displays signs of the carer personality trait.

According to Indeed “These questions help the hiring manager gain crucial insight into how you react in specific circumstances on the job. You can use your responses to demonstrate how you’ll overcome specific obstacles and help the company meet its objectives.” Situational interviews are also referred to as behavioural interviews.

Instead of working a call to suit their own objectives and goals, our intelligent telemarketers place the prospect’s needs and requirements at the centre of the conversation. Rather than making the call solely about closing, the appointment setter will uncover specific requirements. The call and outcome are then tailored around the customer’s needs. By genuinely caring about customers, and by listening attentively, telemarketers can build trust and lay the foundations for a productive business relationship.

Why the carer is good for business

In the long run, this approach can be far more beneficial than the pushier ‘foot in the door’ technique. By caring about prospects, working to meet the needs of a decision maker and listening to objections, queries and questions, the appointment setter can begin to build a trusting and productive business relationship. These types of relationships often last longer than those built on ‘foot in the door’ sales calls. This means that over time the prospect may become a more lucrative lifetime customer.

Using a caring personality in sales calls is often more beneficial to the telemarketers as well. Rather than forcing them to sell, sell, sell, it allows them the time and space to properly connect with the prospect and to adjust their sales approach.

To find out more about modern approaches to telemarketing or for hiring Blue Donkey as your appointment setter, get in contact or explore our site today.

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