Huge efforts and budgets are spent on the promotion of sites and advertising.
And, when there is literally a phone call before the telephone answering, the sale does not take place or occurs only in 15% of cases.
Why so? Why in many companies is this place in the sales funnel is considered the narrowest and most vulnerable?
Most often the reason is in the manager. Especially if it is a young specialist who does not have enough experience and knowledge.
“I don’t recognize you in makeup. Who are you?
Often inexperienced specialists start a telephone conversation with words:
“Hello. Company “X”, you left us a request. Say…”
As a rule, the user leaves a request not in one company and not only on one theme. That’s why it’s so important to say who you are, where you come from, and what exactly is the reason you call, so that your potential client understands it at once.
Otherwise, you begin to lose time and customer loyalty.
Therefore, make sure that managers are addressed by name and presented as clearly as possible:
“Hello, Ivan. My name is Peter, Peretyazhka. We are engaged in repair of furniture. Today you left an application for a sofa haulage 1985 on our website sofa.rf”.
And continued to clarify until the client says, “Yes, yes, I remember.
“Politeness is not worth anything, but it brings a lot.”
Any conversation should start with a phrase:
“Are you comfortable talking now?
If you do not ask such a question, the client can say it himself in 3-4 minutes and ask to call back, then you will have to repeat everything again.
Politeness, respect for the client’s time and saving your own money are the key to high sales.
This rule does not always apply to cold calls, this type of calls should be considered individually, depending on the type of business.
“Remember, for a man, the sound of his name
the sweetest and most important sound of human speech.”
A person’s name is a word that makes you notice whoever calls him.
A person begins to listen and perceive information better. Just call the client by name more often – this will save you from having to repeat the same information several times in a row. And who doesn’t like being called by name?
Uh, uh, uh, uh, well, as if hello – all these are parasitic words, which cut the ears and can be an indicator of weak competence of an employee.
Often they show that the manager himself does not know the essence of the service. A professional will never pull a vowel.Another indicator of an incompetent employee will be words with diminishing caressing suffixes. For example, words for a second, a bid.
Very often, you call the company, you explain your situation for a long time. You will be listened to carefully, and then they will say, “Now I will switch you to the sales department/needy specialist/your manager”.
And get ready to explain everything anew. A competent employee will never make a client repeat himself, he will pass on the essence of your question to a colleague.
And if the manager is able to make an application, make changes to the current or any other work for the client – it is better for him to do it himself. This approach will save time for both parties and increase customer loyalty.
“The client is always right.”
The main rule of questioning: if the client answers “wrong or wrong”, it is the manager who asked the question incorrectly.
A competent employee asks questions in a detailed and clear manner, without using terminology that is not understood by the client.
Do not ask:
“What form of capture should you put on the site?
It is better to ask:
“Alexander, tell me, how do you feel more comfortable: to receive calls from clients at once or to receive some information about the client first, and then to call him? If you call yourself, it makes sense to add a form with the button “Send a request” to the site.
“Understanding is the beginning of consent.”
If there’s any doubt as to whether you understand the client, it’s better to ask him again. To do this, a good manager at the beginning or end of the phrase adds “do I understand correctly?
Client: “The main thing is that I want the apartment to be clean.
Manager: “Ivan, so you need to install windows with increased protection from dust, dirt, noise, which are easy to clean, but not necessarily snow-white, I understand correctly?
But there is no need to abuse it, otherwise it will move to the section of parasites.
“Didn’t answer once now, you’ll get 10 questions later.”
At the end of the conversation, the competent manager will ask:
“Do you still have any questions?”
Because they may be, but the client may not ask them for some reason. This is the kind of question we’ll be asking the client to ask.
If you don’t answer the question, there may be a few more that will prevent you from making a deal. Or this question will be answered by competitors, and the client will go to them.
At first glance, the advice may seem primitive, and everyone may think that it is elementary.
Yes, it is elementary, but, unfortunately, many managers do not pay attention to simple rules. Make sure that these are not your managers.