I've been assigned to train some new starters at my company. We do outbound b2b calls.
We have had 4 new starters. There is one guy who is making 4 deals everyday before lunch. Everyone else is struggling to get 1. I've tried observing him carefully and I can't see how he does it.
Any ideas? What separates the top performers from the worst especially in a cold calling environment?
In my opinion there are four main reasons that separate a TOP agent from the rest:
- Self motivation and desire to achieve more
- Ability to actively listen to the client
- Perfect understandment of a product and benefits of a product
- Objection handling
Whilst I agree with the comments made by Benjamin I would look deeper, in tests we completed in an outbound sales contact centre we were able to demonstrate that agents with optimum stress levels (i.e. where the pressure to perform is in balance with their ability to perform) achieved sales conversion rates that were three times higher than those agents who had either High/Severe stress levels or low/mild stress levels. Measure their stress levels first and the results will indicate what you need to do to get the best from each one of them to perform at their best, it will also give you an indication if they are suitable for this type of work.
We use simple wireless sensor technology to collect individual biometric data measuring stress levels in the body, it takes about ten minutes and we then analyse this data and make adjustments for age and sex etc to determine individual stress levels giving a numerical score between 0-100. We can do this as either a one off or more typically each quarter to provide a monitoring service. The principal behind what we do is only by effectively measuring stress can you proactively manage it to ensure that peoples stress remains a possitive influence raher than a negative.
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