Being a sales agent can be tough. While they work hard and stay motivated with incentives and earning commission, they can still need technical support and extra training provided by the management team to ensure customer service is always kept to an excellent standard.
Check out our top tips!
1. UPDATE CALL SCRIPTS REGULARLY
It's ideal for you to have call scripts written out that have been approved by the client ready to give to your agents as soon as they start working on the phones. You should get an experienced agent to write these scripts as they will tend to know the right thing to say at the right time, whilst also allowing the customer to respond. The script should be very clear and direct, without sounding pushy. Get a senior agent to update your scripts regularly with new information about the product and arrange a time for them to go through this with the rest of the team. It's important your agents are confident with any changes to the script before going back on the phones.
2. HOLD REGULAR TRAINING SESSIONS & LISTEN TO THEIR CALLS
Holding 'refresher' training sessions regularly will allow your staff to ask any questions they may have, and mainly will help them to remain confident on the phone which is the key to achieving sales. Also remember to update staff with any new information about the client/product so that they have a fresh knowledge of the company and are able to answer any potential questions. You should also allocate an experienced member of staff to listen to agents calls on a daily basis so that they can notify agents of any mistakes they may have made straight away.
3. GIVE STAFF THE RESOURCES THEY NEED
Having modern resources is essential for sales agents. They need headsets that work properly as it is vital customers can hear agents clearly and vice versa. It's also important staff don't find themselves shouting to make themselves heard - it's equally poor if the customer can't hear the agent properly due to excessive background noise. You should also give staff quiet, comfortable areas where they can take breaks and mingle with other members of staff to relax.
With the above support and mentoring as well as their motivation, your agents will thrive and continue to make those all important sales, while maintaining an excellent level of customer service and product knowledge.