Appointment Setters can follow a certain script for the purpose of getting sales, arranging clients’ appointments or even generating interest in the product or services on offer. They organize and process the shipment of promotional items like brochures, leaflets or product samples. They can even give personal instructions to the client like reminding them of an upcoming appointment or sending them out postcards to remind them of a previously received package. Some Appointment Setters have the option of sending out promotional literature to businesses which are not on the client’s client list. Most professional Appointment Setters work on a full time basis.
The appointment setters work for Sales representatives by handling all the logistics for client appointments, including scheduling and confirming appointments. Appointment Setters usually provide the basic support functions like receiving client requests, organizing the client’s calls and sending out postcards. The Appointment Setter is the primary contact for all client calls and sales representatives. Appointment Setters usually manage the entire CRM database of clients. In some cases, the Appointment Setter might be the sole representative of the company who manages all appointments. Some Appointment Setters might also work as virtual receptionists or lead managers for small companies.
A variety of companies outsource appointment setting needs including call center management and marketing. With the advent of online business solutions, it has become more convenient to outsource Appointment Setters to meet the demands of clienteles. Many businesses now outsource appointment setting requirements including telemarketing leads and marketing to qualified appointments-makers who can handle pre-screening and qualified appointments on their own. They offer convenience and complete control over client contacts, appointments and leads.
Cold calling and inbound calls are among the worst practices used by most businesses to reach their clients and potential clients. Telemarketers often go beyond their call-in quotas and use unsolicited bulk mailings to generate sales leads and increase revenues. Appointment setters effectively curb unsolicited phone calls, which are known as “cold calling” because they do not provide the benefit of personal contact with customers. Appointment Setters screen their potential clients during a free initial consultation. When qualified clients schedule appointments, an appointment setting service creates a customized, highly targeted list of customers for a company.
Some of the best appointment setters work on contract basis with customer-based CRM applications. Cold calling and inbound calls are eliminated because appointment setters simply redirect all calls to the designated customer service representatives. For companies that still use inbound telemarketing to generate leads, they can outsource their calls to appointment setters. The advantage of having appointment setters outsource all their phone calls is that they only have to deal with clients that have opted-in to receive their company’s business. Having this advantage also allows businesses to save more money on staffing costs.
Most business development professionals believe that the key to growing a business lies in qualifying leads and maintaining the open lines of communication with existing customers. However, most owners and managers are intolerant of negative feedback and do not take complaints seriously. This means that even when a customer sends an objection, business development professionals rarely take the complaint seriously and do not make any improvements. Business development professionals should avoid all forms of passive-aggressive behavior such as answering objection by repeating the customer’s complaint. The better way to handle objections is to acknowledge receipt of the objection, listen carefully to the objection and then determine what steps will be taken to resolve the problem.
Another mistake that appointment setters often make is treating all customers as prospects. Most sales reps, in an attempt to build their relationship with prospects, give little attention to the most important element of the prospect-salesperson-salesperson. Treating every customer as a prospect, therefore, can lead to a loss of revenue. In contrast, effective sales training for appointment setters highlights the fact that qualified prospects comprise the only ones likely to buy from them.
If sales reps and appointment setters follow these basic rules, they can improve their interactions with customers and prevent dissatisfaction with sales leads and appointments. They can also ensure that they are not violating the rights of clients and are not creating additional calls that are not of value to the client. When it comes to handling objections, appointment setters must remember that they are there to serve their clients and make them feel welcomed. By doing so, they will attract the very clients they need to achieve their goals.