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Is your Call Center honoring “Don’t call me anymore” requests

[fa icon="calendar"] Jun 16, 2015 12:14:00 PM / by Bob Traylor

Dont_Call_me_Honoring_Do-Not-Call_Requests

Years ago, when a customer said they weren’t going to buy, we as salespeople would continue talking. It was considered an objection. Something to be overcome. “Based on the information I’ve given you so far, you see no reason to buy my product, so I need to tell you more.” Now, inappropriate handling of requests not to be called can put you out of business.

When they say, "Don't call me anymore" you need to: 

  • Not call that number anymore.

  • Add that number to your company-specific In-House Do-Not-Call List.

 

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This video is for informational purposes. Be sure to consult your own attorney for questions specific to your business.

 

Why is that so tough? Habit? Or based on the information we’ve given so far they just can’t make an informed decision. They need our expertise to change their life, they just don’t know it!

And based on the tortured consumer calls I get—just wanting someone to listen—wondering how a mere phone conversation could turn into such a miserable experience: We have room for improvement! See: "TCPA Lawyer: 90% of Suits Preventable by Simple Apology."

 

“Why do they keep calling me? When I call back to say ‘don’t call me anymore,’ they just hang up. I don’t know what to do. I just want it to stop.” 

Sounds more like methodical torture than a person looking to change someone’s life for the better.

Note to Professional Phone Sales Person: A lousy presentation given to the same person over and over, who doesn’t want to hear it anyway, is still a lousy sales presentation.  It’s not going to help your quota! Your time may be better spent—and legally spent—finding someone who would like to take advantage of your product or service. See: "Call Center Manager Best Practices for No Complaints."

 

“But the average sales call is consummated after the 5th close on average! - so I need to keep talking!”

Therein lies the rub. You need objections to close the sale. People without objections don’t have any money. So make sure they’re objecting to specific things, not the whole enchilada!

 

What to do:

Ask Closed Ended minor close questions. So, “No” means no to that tiny probing question only. It doesn’t mean “Don’t call me anymore!”

Ask questions they could only answer after they bought: "If we were lucky enough to get this today, would you want it in blue or green?"

Ask close ended minor close questions, if the answer to which is “No” you can still continue the presentation: “If you were to go ahead and get the piano, you’d have to move a piece of furniture or two?”

Ask hypothetical questions: “If we could get this for you, and this opportunity was available, would you be in a position to go ahead?”

So in your script, or questionnaire, or reason for calling, or whatever you use to create relationships, you want to ask questions that if answered “no” won’t end that relationship.

 

Remember, you’re running a business. They truly don’t care how much you know, until they know how much you care!

The Don’ts and Do’s:

Don’t slam down the phone when they indicate they’re not going to buy.

Do: If it's not going well, wind down the conversation with, “Would you like us to put you on our in-house company-specific list to ensure no more calls from our company?

Don’t give them a callback number that goes nowhere, or to a machine, or makes them wait. If they call back, they’re ready to interact NOW.

Do be the person that brightens their day, that doles out free advice.

Don’t bug people. Don’t put people through hell to try to sell them something.

Do make it fun to work with you, and you may find the DNC laws aren’t quite so restrictive after all!

 

Also See: "Easy to Avoid Call Center DNC TCPA Risks." for a humorous look at the most neglected call center compliance chores!

 

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Topics: B2C Compliance

Bob Traylor

Written by Bob Traylor

My name is Bob Traylor. Myself, along with my industry friends and leaders, write every DNC Blog on this website personally. We’re not here to regurgitate the latest case law, or confuse, obfuscate, and paralyze. We’re here to help you ask the right DNC questions on your road to appropriate call protections. To point you in the right direction for a more trouble-free outreach calling experience.

And go ahead and sign-up to receive these blogs. You’ll find tips, tricks and secrets that will make a difference in your daily compliance initiatives – I guarantee it! - Enjoy!

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To help keep you out of trouble with out-of-control DNC & TCPA rules and professional consumer litigants wanting to squeeze every drop of money from your challenged coffers!

I also pick up the phone, so you can call my personal line directly at  561-317-3001 with any specific questions.

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