Every day we make decisions. No matter how big or small, the influences on our decisions are the same. The psychology around the decision making process and persuasion has constructed many marketing frameworks. So how is this useful for telemarketers?
By understanding and analysing the 6 key factors people consider when they make decisions to buy (or not to buy) you can shape your telemarketing plan to maximise sales.
1. Reciprocity – “I owe you a favour”
This is essentially a social etiquette. For example, if someone sends you a birthday card do you send one back? Most probably yes. You feel obligated to return the act of kindness. The same can work in business, by offering customers an incentive or free gesture.
2. Scarcity – “Will I miss out?”
Scarcity in marketing is used in two ways, either with limited time or limited quantity. People desire what is less available and this often encourages people to buy now rather than later. It can even make them believe a product is more valuable.
3. Authority – “The expert said it was good”
We view authority in different ways, such as titles or uniforms. Marketing authority is more closely aligned with credibility; credibility through expertise and trustworthiness. This is often achieved in the form of case studies or testimonials.
4. Consistency – “I said I would do that”
People like to be consistent. If they make a public statement to do something then they feel obliged to carry out their promise. A restaurant reduced the number of unattended bookings by simply asking “WILL you let us know if you need to cancel?”, instead of “Please let us know if you need to cancel.”
5. Liking – “The Sales Rep was nice”
Attractiveness sells. It is much easier to say yes to someone you like. In sales it is not necessarily about the physical attractiveness, but the way in which we listen, advise and respect the client. Training in social styles is an important part of the sales process.
6. Consensus “Everyone else uses them”
A simple concept of word of mouth. Our decision-making demands far exceed our mental capacity or the amount of time we have to consider all the options. So we take short-cuts. We ask a friend or colleague what suppliers they use. If you researched your decision a little more you may find a better alternative; but in a society where time is limited, following others can seem like a safe choice.
So how can this framework be implemented into a telemarketing environment?
Reciprocity – Give away some helpful tips or free research results.
Scarcity – Implement a time or quantity limit when delivering your sales pitch.
Authority – Train your staff to have excellent product knowledge or quote testimonials.
Consistency – Use terminology which makes your prospect commit to further conversations.
Liking – Nurture your prospective client by taking advantage of the benefits of human interaction.
Consensus – Be aware of previous work you may have done with the client or similar companies.
