Professional Interviewer

Professional Interviewer Assertiveness Training “It’s not what you say – it’s how you say it”

Assertiveness Training What is “assertive” and what does it mean? Assertive – adj. Positive or confident in a persistent way.

Assertiveness Training The definition of “assertive” gives you an idea of how to conduct yourself while on the phone to achieve better results and more success.

Assertiveness Training Here are some things assertiveness IS: Introduction:

Assertiveness Training Here are some things assertiveness IS: Selling: Not interested: Busy: Call someone else: Do Not Call list:

Assertiveness Training Here are some things assertiveness IS: Unlisted Phone Number: Market Research Doesn’t Matter: Opinions don’t matter: Companies don’t change: Called after 9PM:

Assertiveness Training Assertiveness is being: • Prepared to meet objections in prompt and appropriate way • Willing to listen • Cheerful • Strong

Assertiveness Training Here are some things assertiveness IS NOT: • Timid • Hesitant • Tired or bored • Monotone • Passive

Assertiveness Training It also most definitely IS NOT: • Rude • Argumentative • Aggressive • Negative in tone or response

Assertiveness Training Finally, it most definitelyIS NOT: • Hostile • Combative • Uncaring or unresponsive

Assertiveness Training A good way to think about assertiveness is: • Passive = No control • Aggressiveness = Out of control • Assertiveness = In control

Assertiveness Training What words can YOU think of to describe “assertive”?

Assertiveness Training Why bother learning how to be assertive? • Learning how to be assertive will help you be successful as an interviewer. • Assertive interviewers complete more surveys, which leads to recognition by your co-workers and supervisors. • It allows you to be in control of an interview, especially with difficult respondents. • And it will give you more confidence that you are ready to meet any challenge.

Assertiveness Training When you are confident and in control, you’ll find that you have an easier time at completing each survey (especially with those more difficult respondents).

Assertiveness Training EXAMPLE: Suppose a respondent tells you, “I don’t want to participate. I never do surveys.” A timid or non-assertive interviewer might say, “OK, I’m sorry to bother you. Thank you for your time.”

Assertiveness Training An aggressive or pushy interviewer might say, “What do you mean, you never do surveys? This will only take a couple of minutes. Can’t you take 5 minutes out of your day?”

Assertiveness Training An assertive interviewer might say, “I understand you are hesitant. May I ask why you never do surveys?” This could lead the respondent to reveal he/she thinks all surveys are simply a trick to get you to buy something.

Assertiveness Training The assertive interviewer would then get a chance to explain why and how real marketing research is different and possibly convince the respondent to complete the survey. The respondent may still refuse, but the assertive interviewer has more of a chance to complete the survey.

Assertiveness Training Ways you can be assertive: There are several ways to be assertive on the phone without being pushy or too aggressive. Here are some techniques and ideas to help you be more successful on the phone.

Assertiveness Training Ways you can be assertive: 1. Use an “assumptive” approach. • If you read the introduction in a timid, questioning, hesitant or passive tone, you give the respondent an opening to decline the interview. If you don’t feel the respondent will participate, why should the respondent?!

Assertiveness Training • Ways to be assertive: • Be cheerful and enthusiastic! • Your enthusiasm for your job will translate through the phone and make the respondent more likely to participate in the survey. • Your voice is the “key” to opening the door.

Assertiveness Training • Ways to be assertive: • Use a pleasant, modulated voice that is not monotone. • Talk in a normal, conversational way. Do not talk too loudly, nor so softly that the respondent has difficulty hearing you.

Assertiveness Training • Ways to be assertive: • Talk at a good pace. • You do not want to talk too slowly, which causes the respondent to lose interest or gives him a chance to interrupt and refuse. However, do not speak so quickly that the respondent cannot understand what you are saying. • Also, adapt your pace to the respondent. If the respondent seems to have difficulty comprehending the questions, slow down so he/she can better understand.

Assertiveness Training • Ways to be assertive: • Do not interrupt or talk over the respondent. • Wait for him/her to finish before speaking. • Try practicing your assertive voice. What words or phrases would an assertive person use?

Assertiveness Training • Ways to be assertive: • Combat refusals on every call. • First and foremost,listen to not only what the respondent is objecting to but also to what lies beneath the objection. • Address not only the concern he voices, but also try to answer any questions or fears that may be behind his original objection.

Assertiveness Training • Ways to be assertive: • Acknowledge the feelings and concerns of the respondent. • Let him/her know you think his concerns or objections are important. • Be sure to address any underlying concerns you can pick up. If you can answer a refusal with solid, persuasive reasons to complete the survey, you will have greater success on the phone.

Assertiveness Training • If the company’s procedure allows it: Use a refusal as an opportunity to teach the respondent how and why market research is different, and why each person’s opinion is valuable. • Try to combat at least two refusals or objections a respondent may have on each call before accepting a refusal. • Remember, though, that it is ALWAYS the respondent’s right to decline to participate in a survey.

Assertiveness Training • Don’t be afraid of a respondent’s objections. Think of objections as a signal that the respondent is at least somewhat interested in what you are doing. • The respondent is saying that he/she might be interested if you would just give some more reasons why it is worth his/her time and effort. • So, the next time someone says to you, “I don’t have time to do a survey”, what he/she is really saying is, “Tell me why I should make time to do this survey; why is it worth my time?”

Assertiveness Training • Ways to be assertive: • Always be in charge and positive. • You are conducting the interview, and therefore you should always be in control of the survey. • The longer you keep a respondent on the phone, the greater the chance of a completed interview.

Assertiveness Training • Way to be assertive: • Understand that a refusal is not personal. • If you realize a respondent’s objection is not with you personally, you will have a much greater chance of remaining calm, listening and responding to objections, and converting a refusal into a complete. • Forget the last call as soon as you hang up. The next person you call is a new opportunity to complete a survey. Be positive with each new person.

Assertiveness Training • If you can remain in an upbeat, cheerful stateof mind for each call, your job will become much easier and less stressful.

Assertiveness Training • Ways to be assertive: • Get ready to play a role while the phone is ringing, compose yourself and get ready to “go on stage” during each call. • No matter how you feel that day, sound confident and pleasant every time.

Assertiveness Training • Ways to be assertive: • If you can visualize a successful, positive outcome to each call, you will begin to make those visions a reality. • Not everyone is naturally assertive or positive assumptive in their everyday life.

Some examples of how to act assertive when on the phone: Assertiveness Training  Think of something positive.  Compete with yourself.  Always challenge yourself to improve.  Use a consistently strong, pleasant and professional tone of voice.

Make it your goal to find the right level of assertiveness for you. Assertiveness Training • You have to feel comfortable with how you work to convince the person to do the survey.

Assertiveness will help you… Assertiveness Training • Make your life easier • Have fun at your job • Have fewer people hang up and more completed surveys

Assertiveness Training • More completes can lead to: • Incentives/bonus, if offered • Better reviews • Possible career growth • Chance for higher raise

Assertiveness Training So…How assertive can you be? It’s Up To You!!

Professional Interviewer