Role Play is the best way to train call center staff. Instead of sacrificing real customer relationships, you can prepare your agents for any given situation in a virtual environment. Our company works with you to set up realistic scenarios customized to your products or services. We work one-on-one with agents to strengthen their core skills, but we also work on team building. Not only do skills improve, but customer satisfaction and upselling improves as well. On our website, you can listen to a sample role play simulation and download a podcast on the benefits & features of role play.

Learn more here!

A tie-down asks the customer for a firmer commitment.

• “Would you like to place a request?”
• “We can do this for you right now…”
• “Are there any questions I can answer?
• “Is there any reason why you wouldn’t like to get your SunSetter awning today?”
• “Any reason why you would want to wait before receiving your awning?”
• “Don’t you agree that your whole family will benefit by starting today?”
• “Sooner the better, right?”
• “Why don’t you give us a try?”
• “Would you like to get started right away?”
• “All I ask is for you to look at what we have to offer, and tell me if it applies to you.”
• “Mr. Jones, if I can demonstrate to your total satisfaction that SunSetter can deliver the quality that’s important to you at the price I guaranteed, can we get your shipment out?”
• “Let’s me get your credit card to start today.”

The prospect has been inundated with many offers.  Yet, they are taking time from their day to listen to your offer.

(Sell Yourself.  Sell Brand.  Sell “Special”.  Sell Need)

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The prospect believes that many products are the same, and they have no interest in spending more money than they should.

(Create a Difference…Find a Difference)

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The prospect does not understand that your product provides more value at less of a price.  If they do understand, they don’t know “how” your product can do this.

(Demonstrate state of the art…)

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The prospect wants to be sold on every call.  The prospect may not know it.     (Demonstrate Value, Price, Customer Service, Reliability, Passion)

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The prospect doesn’t understand what you are talking about.

(Demonstrate Mentoring…Demonstrate Knowledge…Show them the way)

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Try our Assault Role Play Simulator for call centers, which simulates different scenarios your call center might get to prepare agents for everything. Try a Demo here!

Identify their concerns.  Identify BidVantage strengths directly relating to those concerns.  Portray responses in simple concepts that they can relate to.  Put yourself in their shoes.

Here is a sample form for a company called BidVantage:

Buyers Objection(s) to using BidVantage

____________________________                                               ____________________________

____________________________                                               ____________________________

____________________________                                               ____________________________

Buyers Acceptance to using BidVantage

____________________________                                               ____________________________

____________________________                                               ____________________________

1)                  Identify why the Buyer / Company will not use BidVantage (objections) and present BidVantage service strengths that may appeal to the Buyer / Company  (It’s all about them)

A)                ________________________________________________________________________

________________________________________________________________________

B)                ________________________________________________________________________

________________________________________________________________________

C)                ________________________________________________________________________

________________________________________________________________________

D)                ________________________________________________________________________

________________________________________________________________________

E)                 ________________________________________________________________________

________________________________________________________________________

BUYER:                     “SO WHAT?”  “PROVE TO ME THE VALUE!”

A)                ________________________________________________________________________

B)                ________________________________________________________________________

C)                ________________________________________________________________________

D)                ________________________________________________________________________

E)                 ________________________________________________________________________

In your telephone role play, you may want to have your call center agents write out client assessments to help them understand the customer base, products and services on a deeper level. In this case, we’ll use the company name “BidVantage” to demonstrate a form you might have sales reps fill out…

Company name / buyers name

________________________________________________________

Products the buyer normally purchases

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How long has buyer worked at company?

____________________________

What other vendors does company / buyer do business with?

____________________________

What is the buyers relationship with other vendors?

____________________________

Rate buyers interest in the following?            (1-10, 10 is best)

A)                Good Price                              _______

B)                Timeliness                               _______

C)                Quality Product                      _______

D)                Service Oriented Response     _______

E)                 Convenience                           _______

F)                 Utilizing Internet                    _______

What is the buyers interest in using BidVantage?

____________________________

Tidbits about this buyer

____________________________                               ____________________________

____________________________                               ____________________________

____________________________                               ____________________________

What makes the Assault Role Play Phone Simulator pop for call center training departments and their agents?  And why is the simulator so successful in teaching agents how to sell and service more effectively on the phone?  Here are ways that Call Center Today clients use the Assault Role Play Phone Simulator to power performance in their call center:

1.  Practice Makes Perfect! Agents who are medicore or not performing train on the Assault Role Play Phone Simulator to practice, first learning the skills and then practicing the skills they need to utilize to  become better.  Agents practice against the simulator in extremely realistic role play scenarios- not against live customers or prospects - so your mediocre agents are not wasting your data or impacting your customers. With the simulator, agents can practice forever, and every customer response is realistic and consistent so your agents get powerful practice.

2.  Learn Effective Scripts! Managers and trainers listen to the role play phone simulator calls, and then let the agents listen.  From there, they help teach agents to sell and service better by going over the presentation.  And, the agents hear themselves and learn what they are doing right and wrong.

3.  Be Prepared! All the real scenarios are programmed into the simulator – the objections, questions, obstacles and real flow that occurs on the calls are accurately duplicated on the simulator, so it is truly realistic.  This way, your agents face exactly the scenarios they will face live on the phone.

4.  Refine Skills! Veteran agents who want to practice and can’t get rhythm with live customers and prospects can practice using the Assault Role Play Phone Simulator.  This allows them to refine their transition phrases; open questions; value statements; features and benefits; and closing skills as they battle against the Assault Role Play Phone Simulator.

5.  Train New Agents! Call Centers are using the role play phone simulator for their new hire training class.  Instead of throwing the class on the phones and hoping for the best, trainers are certifying the performance of new hires before they are allowed to sell or service on the phone.  This allows the new hire class to really feel, and hear, what they will be facing live, the real scenarios and challenges.  And, it allows the new hire class to use over and over and over again the skills they learned in class, such as the questions, phrases and benefits until they are comfortable and very good at presenting.

6.  Recruit New Hires! Hiring departments are having applicants go home and role play a sample script using the role play phone simulator.  From there, they listen to the calls and certify which agents sound spectacular and seem to embody the right phone communication and skills.  Those agents who sound great against the simulator are ready for the next interview.

7.  Create Better Habits! Unlimited scenarios can be programmed, as simple or complex as required.  And the Assault Role Play Phone Simulator is perfect for inbound, outbound, sales, service and help desk role play.  It can be used in many versatile and constructive ways. Some clients use the role play phone simulator to teach just transition phrases – so each time the simulator provides a question or objection to the agent it is the agent’s job to drive a transition phrase, over and over again, until it becomes a habit.

The Assault Role Play Phone Simulator is the most effective way to revolutionize training – have agents practice their presentations in a controlled and safe environment that accurately mimics real life telephone interaction. 

To begin using the Assault Role Play Phone Simulator visit www.CallCenterToday.com, email MyCallCenter@CallCenterToday.com or call 1-888-835-5326.

Benefits become a successful sell when they encompass 7 specific traits.  Can all programs encompass all seven of these traits? No.  But finding two or four traits in a program will open up the door to success.  These traits constitute the difference between quality benefits and mediocre benefits.

Assignment:

For each trait listed, describe the applicable benefits of your program …

Exciting

_______________________________________________________________________________

_______________________________________________________________________________

Surprising

_______________________________________________________________________________

_______________________________________________________________________________

Valuable

_______________________________________________________________________________

_______________________________________________________________________________

Educational

_______________________________________________________________________________

_______________________________________________________________________________

Persuasive

_______________________________________________________________________________

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Expressive

_______________________________________________________________________________

_______________________________________________________________________________

Believable

_______________________________________________________________________________

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• Transition Phrases Begin The Rebuttal
• Transition Phrases Should Be Empathetic Of The Prospects’ Opinion
• Transition Phrases Direct The Presentation
• Transition Phrases Should Be 1-3 Sentences
• Transition Phrases Should Be Followed By Appropriate Benefits And Silver Bullets, And A Trial Close Or Close

Transition Phrase

Appropriate Benefits And Silver Bullets

Trial Close / Close

“I understand exactly how you feel, and other people have felt the same way……”

“I am glad to hear that!  Many of my other prospects said the same thing……”

“Many folks felt the same way until they tried our awning.”

“I agree with you Mr. ____________, on the face of it that appears to be true.”

“Very good question.”

Failure to sell is a very natural part of the telesales rep’s job. Understand that a good 30 percent of the people you call answer the phone with a big fat “NO” already in mind. These people don’t buy anything without considerable thought and especially would never buy anything over the phone. They’re tough customers to please and they are extremely independent. Many are decision makers in their businesses, but don’t like being pressured by any sales rep ever. They are immediately skeptical of all offers put on the table. You will not sway them, no matter how good your presentation is.

Another 30 percent are agreeable “YES” people. They are sociable, friendly, and outgoing. They feel honored — not bothered — when people call them to chat. They make time for others and genuinely listen to what other people say, even if they are strangers calling to sell them something. They might even want to tell you more about themselves or share unexpected details about their lives with you. Sometimes they’re lonely and other times, they just don’t want to be rude. A sale is likely with someone who is willing to sit through every nuance of your presentation. You thank Heaven for days like this.

The remaining 40 percent could go either way and a skilled telesales rep makes all the difference. You cannot stick to a strict script with these people. They may try to evade the conversation or give you some sort of objection. You will need to be perceptive to listen for special cues that will direct your presentation. You will need to ask many questions to identify what type of product or service they could use.You need to trial close again and again. You need to really be on your game and know your product inside and out. You may even need to fess up to the product or service weaknesses and use this to launch into distinctive features or a value-based discussion. You’ll keep in mind why people buy over the phone and use all the people skills you’ve learned in training to succeed. You won’t get a sale every time, but this is where the rewarding learning process begins.