ALWAYS BE SELLING

Every telesales sales call should include value for the listener. The telesales agent should avoid stating that he is just checking in to see if they needed anything, or just calling to touch base. Be certain to provide answers and value to the client so that they're able to say they are better off after your call than they were before it, even if they didn't buy anything.

When calling a client, avoid asking go nowhere questions like, "is everything going okay", or “do you need anything right now?” Instead, get your client emotionally involved in your questions to see how your product can solve their problems they're likely experiencing. For example, you should ask "what do you do in situations when you need parts shipped immediately, but are unable to get them," or “how would you feel if your employees had a better product to get the job done more efficiently?”

After asking a question, be quiet. Resist the urge to jump in if they don't answer immediately. Don't be intimidated by their silence. They're likely thinking about what they're going to say next. 
 

When a client is interested in what you have to say, resist the tendency to immediately present your selling points. Some telesales agents get so excited when they hear the slightest hint of an opportunity that they start talking over the client. The best approach is to hold off, ask a few more questions, get better information, and you’ll be able to put together an even harder hitting list of benefits, tailored precisely to what they're interested in.

When attempting to up sell, avoid the question, "anything else?”  Instead, give the buyer a suggestion, and help them answer.  For example, after they agree to buy an item, or a service, say, "many of our customers, who get _____ from us, also find that ____ is also very beneficial for them. What are you now doing/using/buying in that area?"

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