Online selling is not a new concept but uses more online methods of communicating than traditional telephone sales. An Important aspect of this job is the understanding that:
- Most shoppers are doing their own market research so you need to be aware of what else is available to them
- Most shoppers are not ready to buy right now
- People buy from people they know, like and trust so rapport building is important
- Genuine buyers appreciate it when you followup
- Followup is important and you need to have a system to make the record keeping simple
Market Research
Market Research is a task performed everyday in most companies and is a very important part of a sales and customer service persons job description.
Market research is part of the marketing departments feedback loop because it effects the promotions, pricing and how products and services are packaged.
Learn more about market research
Online Customer Service
Online Customer Service agents who use email, website chat and SMS to support customers and prospects are often the first person that has contact with new customers so it is important to know what to ask.
Asking the right questions will help you best understand what a potential customer needs and enables you to take the lead in the conversation. The prospect also appreciates having contact with someone who understands what is important and can make a quick recommendation based on their circumstances.
Learn about Online Customer Service
Hosted Business Telephone PBX Systems
Although Customer Service tasks can be performed in the background via online support software tools most serious relationship building happens over the phone – an usually via a Hosted PBX telephone system these days.
Hosted telephone systems enable all remote workers to have their own extension so they can be contacted directly or as part of a ring / call group.
Learn about Hosted PBX Telephone Systems
The Sales Pipeline
An important thing an online sales agent needs to understand is that they are NOT the only person speaking to the prospect. Sales agents and staff from competitors are also speaking and communicating with the prospect and “pitching” their own strengths and weaknesses and it isn’t just about price.
There are several stages in the sales pipeline and they are all designed around making sure that you are offering the prospect what they need and can afford to achieve their goals.
Knowing what to ask and what to say
Being a good Online Sales Agent involves asking the right questions to understand as much as possible about the person while also being a genuine person that prospects can relate to.
If you are under pressure to force a sale or make someone do something they are not comfortable with you may never sell a product to them.
It’s important to listen more than speak unless you are sharing valuable information that will help the prospect become a customer.
They’ll become a customer or not
By being diligent and following a good online sales agent system you’ll be able to accurate measure your success rate and understand why you lose prospects to your competitors.
It’s important to be genuine but also to make regularly contact with prospects unless they tell you otherwise. Every time you speak with someone you have an opportunity to build on the qualify of your products and services.
Training Enquiry
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- Current JOB AVAILABILITY.
