Presented by: Martin Johnson, V.P. Operations

1. Effective Telemarketing What it takes to make it work Presented by: Martin Johnson, V.P. Operations

2. Why Telemarket? • Our Sales Executives are spending too much time prospecting and not enough time closing. It’s costing us a fortune! • We aren’t generating revenue fast enough! • Our sales cycle needs to be shorter. • We need a steady pipeline of leads. • Most effective method of direct marketing. • Particularly effective in combination with mail campaigns Effective Telemarketing

3. Telemarketing Will… • Locate key decision makers within your target market(s) and qualify those companies that are ideal prospects • Identify prospect needs • Put your team in touch with key decision makers who are interested in engaging in the sales cycle • Maintain contact with qualified prospects that are not quite ready to buy Effective Telemarketing

4. Scripting – Do’s • Start with “hook” • Keep intro short • Use question(s) to engage prospect as early as possible • Keep prospect engaged in interactive discussion – Do not read, use point form where required. • Feature, Advantage, Benefit, Benefit, Benefit • Call to Action Effective Telemarketing

5. Scripting – Dont’s • Start with any variation of “How are you today” • Give long rambling intro • Read a detailed script • Talk, talk, talk • End without next step Effective Telemarketing

6. Scripting - Implementation • Test script with agents involved • 2-3 hour live tests • Constant monitoring at initial phase of campaign • Script adjustments • Constant feedback Effective Telemarketing

7. List Sourcing • Who is your target? • Type of Industry • Size (Employees/Revenue) • Geographic Location • Position or Title of Contact • Use Reputable List Supplier • Make Sure your Parameters are Properly Targeted • No Dupes Effective Telemarketing

8. Agents - Hiring Phase • Preliminary screening of resumes • Screening by telephone • 1st Interview • 2nd Interview • Knowledge testing • Reading Skills • Writing Skills • Typing Skills Effective Telemarketing

9. Agents - Training • Extensive classroom training on product, telephone skills and operational software • Live one on one training with the “client” • Agents can ask the “Stupid Questions” to the “client” • Quizzing of the agents by the “client” Effective Telemarketing

10. Measuring your Agents • Calls handled/results • Are they burning through your lists? • Not doing enough? • Monitor/Coach/Fire • Compare switch data with software data • Are they coding properly? • Are they cheating • Measure unproductive time • Review results and data input • Are they coding properly? Effective Telemarketing

11. Measuring your Agents Effective Telemarketing

12. Measuring your Agents Effective Telemarketing

13. Operations - Monitoring • Where is the problem? Are they burning through your lists? • Gatekeepers, rapport, presentation, objection handling, closing • Are they reading? • Do they understand the requirements? • Are they coding properly? • Professionalism. Proper use of language. Politeness. • Too much wrap-up time? Effective Telemarketing

14. Operations - Coaching • Explain where problem lies and why they’re having it • Give them techniques to overcome problem • Overcoming objections • Role play techniques • Allow agents to listen to more successful agents • Positive feedback!!! Effective Telemarketing

15. Operations - Execution • Positive re-enforcement of the agents on a daily basis • Contests, Prizes, Recognition • Keep a close eye on results • Daily calls to the client to ensure satisfaction • Constant coaching and monitoring Effective Telemarketing

16. Operations - Post Campaign • Post campaign wrap up is crucial • A review of the good and the bad and a remedy for next time • Give the project manager the opportunity to discuss other possible opportunities Effective Telemarketing

17. Reporting-Results Effective Telemarketing

18. Supervisors & Managers • One Manager per 30-50 Agents Responsible for: • Overall Campaign Success • Liase with “Client” • Supervising Team Leaders • One Supervisor (Team Leader) per 12 -18 Agents. Responsible for: • Agent Productivity • Agent quality • Quality of Results • Motivation/Morale Effective Telemarketing

19. TechnologicalRequirements • Good phone system with link to network • Telemarketing application (or CRM w/scripting) that records all agent info on SQL type database • Monitoring & recording system • Reporting system (& someone to work it) Effective Telemarketing

20. In-House vs. Outsourcing • Does telemarketing take away from your focus? Will it distract your management from their real priorities? • Do you have the proper tools? • Do you have enough good management? • Will you really save any money? Effective Telemarketing

21. CONNECTELWHO WE ARE Connectel is an “outsourced”, Inside Sales team specializing in connecting companies with their target markets. Our proven process allows companies to spend more time in front of qualified prospects, closing sales, generating revenue faster! Effective Telemarketing

22. CORE COMPETENCIES • Lead Generation • Sales • Market Intelligence • Seminar Recruitment Effective Telemarketing

23. NOTABLE CLIENTS Effective Telemarketing

24. Contact Us Tel: (613) 564-6565 Toll Free: (877) 749-6835 Fax: (613) 842-4150 Email: mjohnson@connectel.com Web: www.connectel.com Effective Telemarketing