I have been a bit naughty...
While administering my book for sale on Amazon, I noticed that "if you are interested in this book you may be interested in" several telemarketing companies were advertising their services.
This is common practice these days, I know but my book is all about enjoyable telesales that are pofitable and rewarding for customers, so I thought that I would investigate the telesales experience that is so closely related to my theory of emotional engagement.
My first call involved me in a conversation with the managing director who was challenging from the start. Now, I don't mind being asked pertinent questions like "what is it you do?" and even "how is it any good?", I understand that if they don't know, they have no hope of selling my services but when I strted calculating that he was expecting to have 50 'conversations' with my target managing directors to make one appointment, he actually became quite aggressive and patronising. Now I realise that times are hard and he probably has salaries to pay but I would question his MOTIVATION.
The second call was with the CEO of what I have to presume is a tiny company. Our conversation only lasted three minutes while he extracted the bare essentials from me to simply quote me a day fee. His tone was even paced, regular pitched and essentially quite boring, like a robot and I can tell you that I was ot ENGAGED in the conversation.
Next up was a business development manager who had clearly been trained to within an inch of his life. Like a professional, he told me what they do and how they do it and he even went on to say why they did it so well. What he forgot to do was ask me anything about my services so we had no RAPPORT whatsoever.
Finally, I had a lovely conversation with an everso complimentary lady who thought my idea sounded "amazing", even going so far as to say "I love it". Now I cannot argue with passion like that but, yes, you have guessed it, she didn't even give me a clue about how they would COLLABORATE with me to sell my service, adding that the managing director may give me a call before I receive a quote.
Taking all four conversations into account, I am satisfied with the service I received but on a individual basis they are not practising what I preach so I can see that my book will be improving how much telephone sales advisers enjoy their work and how much more rewarding calls customers can look forward to.
All this amounts to a great deal of profitability that is being wasted.
