Be a Successful TSR with 3C’s of Communication

A Technical Support Representative (TSR) is responsible for making outbound calls for the promotion of goods and services to generate sales for a company. Without effective communication, your career in this position might suffer. 

If you are in this field and you lack effective communication with customers, we will not let you suffer. 

In this article, we will discuss the 3C’s of communication essential to becoming a successful tele-sales agent. 

Conciseness- Be Brief and to The Point

The first and foremost important thing in building an engaging conversation with your customer is conciseness. 

Make sure that you let the customer know all the important information briefly and concisely. Provide them with all the necessary information or offers that may grab their attention and develop their interest. 

You need to keep in mind that you are making a cold call and the customers are not obliged to listen so they can hang up the call whenever they want. In this case, a brief message is preferred rather than long explanations as customers can be busy with their work.  

We understand that you need to prolong the call to get the customer’s details or preferences to guide the conversation so you can ask open-ended questions to lengthy the discussion while keeping your main message concise. 

If the customer is listening to you but you have conveyed all the information regarding your product or services concisely. What to do now?

In this case, you must not repeat whatever you have told the customer before. Redundancy in conversation can frustrate the customer. You can try asking the customer about what goods and services they are already using. 

The pressure to achieve the assigned target might force you to give the customer unnecessary information thinking that anything can develop their interest and a sale can be made. This doesn’t work every time. 

Clarity-Be Clear in What You Say

Clarity in your communication is very important in this career. You have to make sure that the customer understands exactly what you are saying. 

Let us tell you some ways about how to be clear in your conversation with your customer so you can understand better:

1. Use simple language: Avoid using technical terms and try to use words that the customer is more likely to understand. 
2. Speak at a balanced speed: It’s better to speak at a normal speed rather than speaking too fast or too slow. A balanced pace will help the customer understand your words easily. 
3. Organize your points in a logical order: It’s recommended to start the call with the most important information and end with the least important one. As we have told you earlier, the customer can end the call at any time so this practice will ensure that your main message gets conveyed. 

Completeness- Provide All Necessary Information 

To help customers make an informed decision, it’s important to give customers all the necessary information they need such as features, benefits, and pricing. These are the basics that customers need to know before they make a purchase. 

Think about common questions and try to answer them before the customer asks. To help you understand what type of questions you can ask, let’s take a card machine as an example. Consider you are making a call to sell a card machine. You can answer questions like the following before they are even asked.

• Are there any legal registrations to be done?
• What is the price of the card machine?
• Is there any discount available?

Doing so will help the customer to make up their mind about your product. 

That said, we know that calls are usually done while having a script in front of you. If you are unable to make a good script, one that provides complete information and sounds pleasant and authentic to your customer. Instead of cracking up in the middle of the call, you may use a paragraph generator for assistance. 

It will help you to write a complete and comprehensive script which you can practice a few times before making a call. You can also edit the tool’s output according to your needs. 

Final Words  

To be a successful TSR with 3C’s of communication, conciseness is essential. Keep messages brief and to the point to engage customers effectively. 

Additionally, ensure clarity by using simple language, speaking at a balanced speed, and organizing points logically. Also provide completeness by offering all necessary information, anticipating and answering common questions, and creating a comprehensive script to guide conversations. These strategies will help boost sales and customer satisfaction in telesales.