You don’t have to follow a specific script to ensure a successful phone call –just follow these four stages of the sales conversation.
The ultimate goal of any call handler is to book the appointment of a potential customer calling in. Although many call centers utilize phone scripts to stay on track and meet the needs of the business and caller, CallSource has broken down inbound calls into Four Core Principles to simplify this process for call handlers. These four stages of the call have resulted in call handlers booking more appointments on a consistent basis—really. The Core Four Principles are based on twenty-five years of experience listening to and analyzing over one billion phone calls.
Think of how much one appointment is worth to your business. The number of appointments booked is directly correlated with your number of sales. Now imagine adding even one additional appointment per week. What would that mean to you on a quarterly or yearly basis?
You can start utilizing CallSource’s proven principles to make your phone calls better as soon as today—just follow the below guidelines to start applying to calls now to book more appointments.
Although personal and professional relationships have some key differences, ultimately we are all still people who enjoy connections with other people. This is why having a relationship with your clients—even before they become a client—is huge when it comes to booking the appointment.
It is no surprise that the Harvard study, The Real Skills Gap, found that 85% of success in jobs comes from having great people skills. Good relationships help build trust and personal rapport, allowing callers to feel comfortable—and when clients feel comfortable, they will want to do business with you and keep coming back!
Piggy-backing off the importance of building relationships with callers, finding out their needs and what is important to them is a vital part of securing rapport and ensuring that they feel significant. By asking open-ended questions, the call handler discovers what the caller truly needs and what is important to him/her.
A great call handler allows the caller to tell his/her story so the business can help solve the problem.
Asking questions ties into building a relationship. The client feels heard and knows we are listening to them. This is also true of small talk when meeting strangers just as much as it is when answering the phone and speaking with someone new. In another Harvard Business School experiment, they found that participants liked people better who asked them many questions rather than those who only asked very few.
Call handlers transform callers into customers of the business by not only booking the appointment but truly understanding their needs. The “why” helps your company solve their issue and create lifetime value. While it is important to book the appointment by the end of the call, you must understand why the caller called your business, and how you’re going to help them. This is how you win them over.
This is the time to shine!
By building value in the company, you are sharing the features and benefits of doing business with you. This is especially important when you receive “price shoppers” and those who are afraid of commitment. Before they have an opportunity to object to a price, scheduled time, or try to push off the rest of the conversation to a later time, you want to use your great skills to show that your business is the right choice.
You want to entice them with what you offer and set your business apart from the competition. Here’s where you need to brag a little bit to stand out. Have you been in business for over 20 years? Do you have any specific awards or certifications? Talk about it! You need to know about the value of your business for your potential clients to understand and believe it as well.
Ask for the Commitment
Once you have built a relationship, found out what is important and enticed the client with what you offer, ask for the commitment. This is done with a closed-ended question to close the sale such as, “Can I schedule this appointment for you?”
Too many times call handlers follow most of the steps above, but once it comes time to do the most crucial part of their call and set the appointment, they don’t take the initiative to actually ask for the commitment.
Answering the client’s questions is important, but they are not enough if that appointment isn’t gained at the end. And if you’ve built a relationship with the caller, made them feel important and also flexed your knowledge of what makes your company so great for them, why wouldn’t they want to set the appointment?!
Although CallSource’s Telephone Performance Analysis report and Call Coaches delve further into these categories to help improve your team, we have a FREE call handler checklist for you to download and start improving today! Be sure to subscribe to our blog to be alerted for more tips that you can start utilizing that with your team ASAP.
Start following the tips outlined above to start setting more appointments today. Have any other tips that you follow to set more appointments at your business? Let us know below!