Rebuttaling and Probing questions

Twilight_Maiden · 08-13-2005, 12:31 AM

Can someone give me some good examples of probing questions and rebuttaling techniques? Or perhaps a website that can guide me in the right direction?

My new job has me on the spot with very little training and I panic. The amount of time it takes to visit the scripted area of computer with the right response, I've already lost them. And we can't keep our screen up on a wrapup after the customer hangs up and scim over things because those are monitered.

I need to capture buzzwords and techniques as quickly as I can if I'm to survive >.<

Twilight_Maiden · 08-14-2005, 03:30 PM

Right, lovely. Asking for help, wasn't enough.

Let me guess. "Learn the hardway and suffer. Then you'll get sharp, or die, hee hee hee."

So no one's got anything for my questions. So, how's the community here or what?

gorillaboy · 08-14-2005, 03:35 PM

Michigan City is actually in Indiana, right?

Atom · 08-14-2005, 03:47 PM

Quote:

Originally Posted by Twilight_Maiden

Can someone give me some good examples of probing questions and rebuttaling techniques? Or perhaps a website that can guide me in the right direction?

My new job has me on the spot with very little training and I panic. The amount of time it takes to visit the scripted area of computer with the right response, I've already lost them. And we can't keep our screen up on a wrapup after the customer hangs up and scim over things because those are monitered.

I need to capture buzzwords and techniques as quickly as I can if I'm to survive >.<

No entry found for rebuttaling.

Did you mean rebutting?

I would give you some probing techniques, but, I like to keep that stuff kind of private.

Twilight_Maiden · 08-14-2005, 03:58 PM

Rebutting. Well son of a snake. Rebuttal, so I called it rebuttaling. Also the way our teacher pronounced it. So it had to rub off on me.

Yes, not as strange as the strangest, but Michigan City is in the northern western part of Indiana. 15 minutes away from Michigan.

I can understand why people would like to keep probing questions quiet I've been searching the internet and everyone wants to make money on those. Just as loose as Americall is with their security you think something would have gotten out by now. I have no interest in smuggling anything out and praticing because I'd rather not stick to their scripts >.<

Any suggestions on a good rebuttal? I've been scimming around previous posts below about the customers on the phone and I found a little bit of help there.

Atom · 08-14-2005, 04:06 PM

Honestly, I personally haven't a clue as to what you're talking about. Could you be a bit more specific? What is your job again?

Scripted area?

Monitored?

On a wrapup?

Buzzwords?

Probing techniques? Who are we probing and what are we probing for?

Twilight_Maiden · 08-14-2005, 04:35 PM

TSR. Telemarketing Service Representative.

We have scripts to read when speaking to the customer. They're a snore.

Everyone from clients, to anyone from coaches, teachers, floor manager, secretaries can listen in on us at any time. So we're monitered.

Wrapup is when the call is over and the customer has hung up. We are able to browse around and get used to the scripts at this time, but those appear on the floor manager's screen as wrapups. You get bad marks for having those. And what ever dialer they're coming from the whole group gets told to get off the wrapups and the coach looks bad.

Buzzwards combined inside a quick rebuttal (Which their scripts don't offer such a quick and intelligent emergency attention grabber) Buzzwards are what get the person's attention while you're in your rebuttal to try once again to get the information to them about the product you're selling/giving/information and why it would benifit them.

Probbing questions are used for non-rebutting states, where it's against the law to rebuttal. So you ask a question about their current credict cards, or whatever in comparrison with what you're trying to sell them. Or you could simply just say " Well what areas so far do you not agree with?" Etc..

We're probing to get them to stay on the phone longer and consider. Cause most people just assume, oh no, telemarketer, not interested. Oh, well I didn't know I could've really saved money. Or that there's a product out there to help me with this issue I have.

Messengers, still existing today using the by way of mouth.

Atom · 08-14-2005, 04:53 PM

Ok, I think I see now.

What is the product or service that you are trying to sell, or, does that change?

Honestly, I do not believe that I could perform this job using anyone's script but my own, and I would have to really believe in the product/service. They don't let you just be yourself and do it your way? Gosh, I don't know about this. TBH, just seeing or hearing the word marketing makes me ill. lol

There are some pretty slick marketing type people here though, maybe just hang tight and one of them may respond. You could use the forum search feature with a few key words in the mean time. I have seen some pretty good posts about this sort of thing. Make sure you spell your key words correctly though, such as buzzwords or buzz words as opposed to "buzzwards", or you are unlikely to get decent results if any.

Twilight_Maiden · 08-14-2005, 09:04 PM

They start you off on Discover platinum/titanium. But after that it gets messy and for the first couple of days when they start you off on something new you don't know everything you wanna know and how to say it to your customers which is very bad. And their scripts are ridiculously too time consuming.

All I know is by having this job for a little while I'll have sales, management, and computer skills on my belt for better/further employment elsewhere. I'm even considering going to college for a buisness degree of sorts.

What I love about it is after I come home from this job though, I don't feel like I've come home from a day of work. I feel relaxed and all I seem to have is a throbbing ear from the weighty headset I'm not used to wearing.

And fare warning to all, I'm prone to using typos often cause I type fast and recklessly so I can hurry up into the next thing I have planned to do.

Atom · 08-14-2005, 10:40 PM

I had a bunch of credit cards once upon a time.

Twilight_Maiden · 08-16-2005, 12:15 AM

A bunch? *Gulp.* How did you get rid of them? How do you manage more then one credict card at a time? 0-0 I'm afraid to get one. Not until I help the honey pay off the 800 bucks he has on his visa that he randomly spent on a 36 inch TV and a bunny >.>

Atom · 08-16-2005, 12:37 AM

Quote:

Originally Posted by Twilight_Maiden

A bunch? *Gulp.* How did you get rid of them?

I filed chapter11 bankruptcy, I had a debt of $23,000 between about 5 cards. I never missed or was late on a payment right up to the bankruptcy, though. That is the secret to securing more credit ... overstating your income helps too.

Quote:

Originally Posted by Twilight_Maiden

How do you manage more then one credict card at a time?

I just paid a little bit more than the minimum payment on each one every month.

Quote:

Originally Posted by Twilight_Maiden

0-0 I'm afraid to get one.

You shouldn't be afraid of getting one, what you should fear is using it without paying the balance in full before the months payment due date. It should only be used in an emergency and only if you know that they will recieve the balance in full on or before the payment due date to avoid their interest charge, IMO.

Quote:

Originally Posted by Twilight_Maiden

Not until I help the honey pay off the 800 bucks he has on his visa that he randomly spent on a 36 inch TV and a bunny >.>

"and a bunny"? lol. You mean like a real one? A rabbit?

My sister just bought a 36" TV for 20 bucks at Goodwill, a second hand place. It's not very old but it had a vertical deflection problem. I fixed it for her and she gave it to one of her twin sons. He now has a nice 36" TV which he also uses for his gaming monitor, that only cost 20 bucks and a half hour of my time.

Twilight_Maiden · 08-16-2005, 06:45 PM

Oh, and TODAAAAAy. He had to spend $500.00 on his credict card to get a new fuel injector for his 2003 chevy cavileer. Do you know they never made an owner's manual for this type and year of car? We are trading that in. >.<

So basicly, we kiss our huge cheap apartment to ourselves we were eyeing goodbye X.X

E'yup, a bunny.. Which we no longer have, thank goodness.. I love my guinea pig to death and he put the poor baby in a small cage and put the rabbit in his old huge home. ;.;

Our only problem, is filing bankruptcy is now basicly impossible to do. The government it appears wants it money with no excuses. They'll take it out of your limbs if it's the only way to get it. And they won't stop there. I don't know the name of the law, but it was recently passed or is passing where people can't file bankruptcy anymore.

Gas prices are in the $3.00's and there's talk of it going to $5.00s within the year per gallon. Healthcare is nuts.. Oh man, I can't even start this list because I'll have to -get into it-. lol. I think we're waaay past our prime.

Ugh, in a rush. Lol.

Atom · 08-16-2005, 09:36 PM

Quote:

Originally Posted by Twilight_Maiden

Oh, and TODAAAAAy. He had to spend $500.00 on his credict card to get a new fuel injector for his 2003 chevy cavileer. Do you know they never made an owner's manual for this type and year of car? We are trading that in. >.<

So basicly, we kiss our huge cheap apartment to ourselves we were eyeing goodbye X.X

E'yup, a bunny.. Which we no longer have, thank goodness.. I love my guinea pig to death and he put the poor baby in a small cage and put the rabbit in his old huge home. ;.;

Our only problem, is filing bankruptcy is now basicly impossible to do. The government it appears wants it money with no excuses. They'll take it out of your limbs if it's the only way to get it. And they won't stop there. I don't know the name of the law, but it was recently passed or is passing where people can't file bankruptcy anymore.

Gas prices are in the $3.00's and there's talk of it going to $5.00s within the year per gallon. Healthcare is nuts.. Oh man, I can't even start this list because I'll have to -get into it-. lol. I think we're waaay past our prime.

Ugh, in a rush. Lol.

I believe that the bankruptcy bill has been signed but I don't think that it's in effect yet. I heard that you'll still be able to file, but it will be much harder to do so when it goes into effect. Anyway ... the trick to credit cards is like I said, only use them in an emergency and pay the balance off in full, before you have to pay any interest, that way it's like a super cheap (will cost you just a few bucks), very short term (1 mo), quick and easy to secure loan, and cheaper than a bank loan. (I don't believe that banks loan money for such a short period of time, anyway)

I used to use my cards for everything, kept a balance, and paid interest every month. This was a huge mistake for me, and I believe would be for most people. The interest is much too high.