Re-examine Your Call-Center Practices, Part 3
Here’s an example: “Ms. Jones, before you go today, we have a special on X. Just for calling today I can offer it to you for only $X. That’s an $X savings off the retail price. How does that sound?”
* If not a down-sell, have some giveaways available for contact info capture. For instance, at the very end of a call where no sale is going to be made, ask for an e-mail address to send a newsletter or special offers (remember to comply with CAN-SPAM). Or have the CSR ask whether he’d like to continue to receive your catalogs.
Jim Gilbert is president of Gilbert Direct Marketing Inc., a full-service catalog and direct marketing agency. His LinkedIn profile can be viewed at www.linkedin.com/in/jimwgilbert or you can e-mail him at email@example.com.
Jim Gilbert has been creating direct marketing programs that drive superior ROI for almost 30 years. Fluent in consumer or B-to-B, creative, operations, and analytics, he marries the strategic and tactical sides of direct and social media marketing in a seamless fashion that gets results. He's CEO of a multidiscipline direct marketing agency, Gilbert Direct Marketing, Inc., which focuses on direct mail, catalogs, DRTV, telemarketing, print, alternative direct marketing media and social media marketing. Jim has been involved in start-ups, expansions and turnarounds, and is an expert in helping multichannel marketers get to the "next level." He's a former adjunct professor, teaching direct marketing at Miami International University, and is President of the Board of Directors of the Florida Direct Marketing Association. Jim loves to talk direct marketing, and has done many lectures on direct and social media marketing.