Most supervisors, managers and reps understand the importance of selling effectively on the phone. But like everyone else, without constant effort and vigilance, they fall into poor and uneffective habits: talking too much, ignoring the customer, not listening, being unprepared, or discussing their products and services as if they were commodities – which leads to a prospect buying because of price only. (That is bad). Suffice it to say that most sales and customer experience/service conversations could be significantly improved. And it really wouldn't take a ton of effort to improve them substantially.
Let's review some tips--a few basics--that will help your team improve their sales and customer service phone conversations:
Build Rapport - People buy from people they like. People buy from people they have developed rapport with. Before asking a prospective customer for the sale, you should get to know the person and how you can help them. Be likeable and build strong relationships, and you’ll find your sales conversations will go much more smoothly.
Ask Questions - These questions should uncover goals as well as pains. Most sales professionals know to ask questions; however, not all questions are created equal. Open-ended questions that discover your prospect's worries and concerns--what keeps himup at night, and where his pain is, are good questions. Additionally, open-ended questions that uncover your prospect's goals and aspirations, are also extremely effecitve. Getting your prospect to open up and share their hopes and dreams lets you then show them how you can help them achieve these dreams
Show the Value - If a prospect doesn’t see the value of your products or services, he won’t buy them. Show him how your particular product or service helps him specifically solve a problem and reach a goal.
Paint a Picture - Help your prospect visualize how her life would be better if he had your product or service. Help him see this new reality. This is extraordinarily important. Once you know your prospect’s painful points and her goals, then you can combine this with demonstrating how you have the best solution. Being enthusiastic and excited while talking will also emotionally engage your customer.
Balance the Give and Take - Balance how much you talk and how much you listen. The prospect needs to feel comfortable talking with you. You need them to talk about themselves so you can understand their situation. You also need this understanding so you can give them recommendations to solve their problems and help them achieve their goals. If they don’t think you understand them, they won’t trust you enough to listen to your suggestions.
And here's the cool part: you can track each of these things with LogMyCalls. Sign up now!