Telemarketing Leads Deal or No Deal?

First off after re-reading this...I am not as illiterate as this sounds. LOL I can't type on iPhones I swear.

No John...not directing at anyone at all. The reason I hate that as a security is it has zero substance. It does not give the lead a shelf life at all. When we would buy TM leads and they would use favorite color, they always were a majority the same.

Pink, blue and black. The purpose of the security question is to remind the customer of the call when the agent gets a hold of them.

My point is really...use something that truly reminds them of the call. Even when I hear companies use "favorite hobby". We use that but not as our first choice. However my reps are not allowed to push for the answer or what we call "coach" for the answer. EX: Do you have a hobby? Something you like to do in your spare time? cust: "no" Could be anything? Do like to read, go for walks, watch tv....thats coaching. It's not a unique answer because the customer didn't come up with it.

A good security question should do 2 things.

1. Help remind the customer of the call

2. Lead the agent directly into a "warm up"

EX: Just so you know it was my call center rep you spoke with they asked you a security question and the answer you gave was Tiny...the name of your Pitbull?

GREAT! So...that's an unusual name for a Pitbull....etc....

You can't do that with "favorite color".

My favorite color is warm pink center, inside joke, those who were there will understand lol, not trying to hijack :)
 
A good security question should do 2 things.

1. Help remind the customer of the call

2. Lead the agent directly into a "warm up"

EX: Just so you know it was my call center rep you spoke with they asked you a security question and the answer you gave was Tiny...the name of your Pitbull?

GREAT! So...that's an unusual name for a Pitbull....etc....

You can't do that with "favorite color".

I understand your point.

Honestly, one of the reasons we use Fav Color is it's innocuous. You start getting to specific and you get paranoia. Hell, we get it with Fav Color. "Why do you wanna know? Who are you????" It's funny.

And if the agents are working the leads they way I tell them to, calling back immediately since they are delivered in real time, or at least within 24 hours, then it still does remind them of the call.

I'm open to ideas. I mean the pet name is a good one, until they say "No" or you get the paranoid "Why do you want my pets name????"

So if there's a great one out there lay it on me. Always open to improvement and input.
 
What color is your car?

What's your oldest child's initials?

Who's the first person you call in an emergency?
 
What color is your car? A. I don't own a car

What's your oldest child's initials? A. I don't have any kids

Who's the first person you call in an emergency? A. 911
 
What color is your car? A. Warm Pink

What's your oldest child's initials? Nunya

Who's the first person you call in an emergency? The Lord
 
The trick is trying to ask the right amount of questions to get a good qualified lead without scaring the person off, remember in a three minute phone conversation you haven't really earned the right to ask too many difficult questions, getting general interest is usually enough. I have found the more questions you ask the less leads you get and it seems the closing ratio doesn't go up exponentially vs the cost of the lead.

I think trying to over examine and overthink how the lead is created really doesn't help the basic general interest usually gets the highest return on investment.

I have also found using general demographics 50 - 85 with no income restrictions over the long term yields the highest amount of applications, hence the overall higher return of leads. Changing the demographics and income restrictions may make the sales person job in the home slightly easier but I don't think at the end of the day they will yield more applications than a sales agent doing general demographics with no income restrictions.
 
What color is your car? A. Is rust a color?

What's your oldest child's initials? A. R.I.P

Who's the first person you call in an emergency? A. Can I get a Life Line?
 
Okay let me try and explain it this way...

Script A.

Hi John this is Mike I'd like to send an agent out to talk to you regarding burial life insurance would that be okay?

John - sure

Great, John, the agent will call you in a couple days regarding the burial life insurance thank you and goodbye.

Script B.

Hi John this is Mike I'd like to send an agent out to talk to you regarding burial life insurance would that be okay?

John - sure

Now John what I need to do is verify some information before I send my age out with that be okay?

How old are you? do you smoke or use tobacco? what's your first name? what's your last name? is this Burial insurance for you or you and your spouse? do you have any health problems? Who do you want the beneficiary to be? What's your favorite color? What's your favorite hobby?

Yes John I'm exhausted too but thank you for the information I will have my agent call you in a couple days.

How is B sooooooo much better than A?

If the pitch gets a yes in A and B, do the extra question in B somehow magically make them more of a buyer, I Dunno I digress.
 
Okay let me try and explain it this way...

Script A.

Hi John this is Mike I'd like to send an agent out to talk to you regarding burial life insurance would that be okay?

John - sure

Great, John, the agent will call you in a couple days regarding the burial life insurance thank you and goodbye.

Script B.

Hi John this is Mike I'd like to send an agent out to talk to you regarding burial life insurance would that be okay?

John - sure

Now John what I need to do is verify some information before I send my age out with that be okay?

How old are you? do you smoke or use tobacco? what's your first name? what's your last name? is this Burial insurance for you or you and your spouse? do you have any health problems? Who do you want the beneficiary to be? What's your favorite color? What's your favorite hobby?

Yes John I'm exhausted too but thank you for the information I will have my agent call you in a couple days.

How is B sooooooo much better than A?

If the pitch gets a yes in A and B, do the extra question in B somehow magically make them more of a buyer, I Dunno I digress.

Not sure what your point is since your past script contained a question/answer for the respondent to verify a call from your burial insurance agent. I was suggesting a couple of questions that could be interchangeably used as the one verification question.

The car question tells the agent what car to look for in the driveway to determine if the person is home as well as being a fairly non invasive question that makes the respondent think about an answer instead of just giving yesses as a result of NLP techniques.

Why do you have Steve say burial insurance agent like 7 times? Seems overly repetitive.
 
Back
Top