By knowing how to properly solve for callers’ situations, you can ensure they choose you instead of the competition.
An interested prospect calls your business.
They are interested in a service.
So, you should have no problem getting them to choose your company. Right?
Well, that’s not always the case…
While inbound sales calls should be easier to close, sometimes it’s not that simple. They have questions. They want validation. They need to know that by choosing your company to make the appointment with, they have made the right choice.
How do you do this?
As soon as you answer the phone, you should have a warm, friendly tone, and be personable with the caller. Besides letting them know that they’ve reached the right business, you should also state your name and ask for their name – while being sure to use it throughout the conversation!
By building rapport right from the beginning, the caller will feel comfortable with you and have a great first impression of your business. And with a great first impression comes trust and connection to your company.
For more tips on building rapport in your calls, check out our previous article – “Why Rapport Building is a Crucial Element of a Successful Sales Call” and download “5 Easy Ways to Build Rapport With Your Callers.”
Make Sure to Meet Their Needs
Don’t simply listen to the caller blab on about their issue – make sure to ask follow-up questions so that they understand that you truly understand their reason for calling, and are informed. Remember, as the call handler; you should stay in control of the conversation. Not only is it your job, but it’ll make the caller feel more at ease as well when you know the right questions to ask and are moving the dialogue into the necessary points.
Do not move them through the conversation by ticking off boxes on a phone script without enthusiasm, but continue to have a real conversation with the caller at the same time.
Hand-in-hand with being able to meet their needs is not only expressing your knowledge but reassuring the caller that you will properly help them with the issue or concern they are calling in for.
The caller should have no reason to second-guess if they are choosing the right company to do business with at the end of the call. No matter what objections may arise, properly overcome those objections by reassuring them that you can help and are the best out there for their need.
Ask for the Commitment
Now that you can successfully move your caller through the phases of the phone call with confidence, by the time you ask them to set the appointment at the end of the phone call, it should be no trouble to gain their commitment.
If you do not ask for the appointment, your chances of booking the appointment drop dramatically. Remember, you are in control of the conversation. Do not wait for them to ask you – it is your responsibility to ask them, and to end the call on a positive note with a new customer gained.
Looking for 6 perfect phrases to use during these stages of the sales call? Download the free checklist here and unlock the hidden sentences that are guaranteed to work!