Having a prospect on the phone is a very crucial step for any business. Whether you are doing an outbound campaign or whether the prospect has picked up the phone to call you, there are four steps that will help you get make a positive impact and close more sales.
Step 1 - You Only Have One Chance to Make a Good First Impression.
Common phone courtesy is essential when speaking with a prospective customer over the phone, and it can be easily overlooked. The most important points to remember are to always be prompt and have a friendly, helpful attitude.
Don't keep customers on hold longer than 10 seconds. If a long hold time is required, be sure to refresh the call frequently. Convey a smile in your voice, speak slowly and clearly, and use polite language when you're speaking over the phone.
Step 2 - Collect Customer Information.
Getting the first name of the person you are speaking with makes them feel valued and helps you make a personal connection. It is even more beneficial, however, to get their contact number and email address.
Most people are happy to give this to you if asked in the right way, and you will have a much higher close rate if you have a good method to follow up after the call. A simple "thank you for your time today" email can go a long way with a prospect, and be sure you are including them on company emails and drip sequences.
Step 3 - Build Value and Overcome Objections.
The best way to build value over the phone is to ask great questions. The more information you collect, the more you can address specific needs and present solutions. Once you understand the customer's need, you should assume the sale. Answer additional questions they may have, and then ask for their business. If they say no, find out what their objections are.
For example, if they want to shop around for a better price, find a way to show how your product's value exceeds the cost. You also want to let them know what separates you from your competition, and tell them about any guarantees you may have.
Step 4 - Establish Next Steps.
Once you've closed the sale, all that's left to do is establish next steps. This could be recapping their order, sending them an agreement, or relaying delivery or pickup instructions. If the transaction requires a follow up appointment, take the time to set that up for them while on the phone.
End the call by thanking them for their business and let them know they can get ahold of you should any questions come up. Demonstrate your commitment to their satisfaction and your willingness to help, and you may have just landed a customer for life.
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