Do you know the value of a phone call? The best is answer is the highest dollar product you sell multiplied by the average quantity purchased by any given caller. So, if your average product costs $100 and your average caller purchases four of them, you could potentially be losing $400 with every dropped phone call or impatient prospect. Every phone call should be seen as an opportunity to earn $400. However, there are hidden values and costs as well. A prospect may love your product and refer it to 10 people, who in turn, purchase five products a piece for a combined total of $5,000 of sold product. Knowing this, what is the opportunity cost of losing any caller to inadequate customer service? Ultimately, any phone call is priceless. So, prepare your employees by equipping them with good customer service training - specifically, good call center training.
Sell with PURPOSE! The best call center training tells us that the first thing we must ask ourselves when we pick up the telephone is what are we selling on the call and why. Very often, I will hear sales rep's selling product, giving away all their features and benefits when really they should be focused on "selling the appointment." After your greeting, have a "purpose to your call." According to call center training research, most people lose interest within mere seconds if not given some sort of explanation that holds their attention. And doing this is simply polite and considered good customer service training. Simply begin, "Hello, the purpose of my call is"
Sell with some sizzlehave a big fat claim: You need a thirty second commercial, that is about 16-20 words that must be so compelling that they want to see you, i.e., "The purpose of my call today is to ask the opportunity to show you our new ..that will..and will." This is where good call center training can make the difference between a successful business model and a business that fails inside the first two years of operating. You're trying to peak their interest, not bore them with every last detail. You can't do this without a good product. But good marketing is also required and so is good customer service training.
Finish the call using an Alternate Choice Close. When requesting an appointment, call center training tells us it's best to offer alternative times, i.e., "Are mornings or afternoons usually better for you? What's better Wednesday at 9am or Thursday at 3pm?" This trick puts you in control of the call while offering options that prevent the "I'm too busy" Whatever you do, do not limit their choices. However, presenting too few choices can scare them off as well. Present a few options, then say something like "If neither of those times work for you, is there a better day?" Customer service training from professionals will help your employees present your company in the best possible light by using these time-tested techniques.
Defer the Objection and be prepared for resistance: Know how to handle objections and tell them you will take that into consideration when you get together. The prospect will give you answers to questions you did not ask! Call center training experts agree that the best way to handle objections is to present options and, in a sense, make assumptions. You are not asking for a meeting. You are assuming that you will have a meeting, and you'd like to when is best. Again, this technique follows from what most experts agree is the best way to defer objections and ultimately get the most out of the customer service training you have spent potentially hundreds if not thousands on, during on-site training. Your statement might be something like, "I understand your concern, other clients use the same system you have, and I will take that into consideration, (name) when we get together, when would be a good time to get together, Thursday at ___ or_____?"
What's your "aura"? Good customer service training tells us you must always sound professional. Use the prospects name and know the name they like to be called. Take care of your voice and project a positive confident "aura." Speak just a little louder, a lot clearer and just a little faster. Call center training experts agree that if you use the phone a great deal for your work, exercise your neck regularly. Drink water without ice cubes, (cold water constricts the voice), breath from your abdomen, avoid dairy products and heavy meals prior to calling time, and most of all be sure to smile. Prospects will welcome enthusiastic, energetic positive people that have a planned call.
Call center training pro's also know that you have to get "to" Gatekeepers, not around them. You need to be their best friend. Get their name. Ask for them on any follow up calls. Develop a rapport if appropriate, and ask their permission to speak with any higher-ups. If you leave a good impression, they can open doors you never could. And with any luck, they'll recommend you to their bosses for future projects. Follow these customer service training tips and trucks and make your call to close ratio skyrocket.
Sell with PURPOSE! The best call center training tells us that the first thing we must ask ourselves when we pick up the telephone is what are we selling on the call and why. Very often, I will hear sales rep's selling product, giving away all their features and benefits when really they should be focused on "selling the appointment." After your greeting, have a "purpose to your call." According to call center training research, most people lose interest within mere seconds if not given some sort of explanation that holds their attention. And doing this is simply polite and considered good customer service training. Simply begin, "Hello, the purpose of my call is"
Sell with some sizzlehave a big fat claim: You need a thirty second commercial, that is about 16-20 words that must be so compelling that they want to see you, i.e., "The purpose of my call today is to ask the opportunity to show you our new ..that will..and will." This is where good call center training can make the difference between a successful business model and a business that fails inside the first two years of operating. You're trying to peak their interest, not bore them with every last detail. You can't do this without a good product. But good marketing is also required and so is good customer service training.
Finish the call using an Alternate Choice Close. When requesting an appointment, call center training tells us it's best to offer alternative times, i.e., "Are mornings or afternoons usually better for you? What's better Wednesday at 9am or Thursday at 3pm?" This trick puts you in control of the call while offering options that prevent the "I'm too busy" Whatever you do, do not limit their choices. However, presenting too few choices can scare them off as well. Present a few options, then say something like "If neither of those times work for you, is there a better day?" Customer service training from professionals will help your employees present your company in the best possible light by using these time-tested techniques.
Defer the Objection and be prepared for resistance: Know how to handle objections and tell them you will take that into consideration when you get together. The prospect will give you answers to questions you did not ask! Call center training experts agree that the best way to handle objections is to present options and, in a sense, make assumptions. You are not asking for a meeting. You are assuming that you will have a meeting, and you'd like to when is best. Again, this technique follows from what most experts agree is the best way to defer objections and ultimately get the most out of the customer service training you have spent potentially hundreds if not thousands on, during on-site training. Your statement might be something like, "I understand your concern, other clients use the same system you have, and I will take that into consideration, (name) when we get together, when would be a good time to get together, Thursday at ___ or_____?"
What's your "aura"? Good customer service training tells us you must always sound professional. Use the prospects name and know the name they like to be called. Take care of your voice and project a positive confident "aura." Speak just a little louder, a lot clearer and just a little faster. Call center training experts agree that if you use the phone a great deal for your work, exercise your neck regularly. Drink water without ice cubes, (cold water constricts the voice), breath from your abdomen, avoid dairy products and heavy meals prior to calling time, and most of all be sure to smile. Prospects will welcome enthusiastic, energetic positive people that have a planned call.
Call center training pro's also know that you have to get "to" Gatekeepers, not around them. You need to be their best friend. Get their name. Ask for them on any follow up calls. Develop a rapport if appropriate, and ask their permission to speak with any higher-ups. If you leave a good impression, they can open doors you never could. And with any luck, they'll recommend you to their bosses for future projects. Follow these customer service training tips and trucks and make your call to close ratio skyrocket.
About the Author:
Customer Service Training plays an important role in the success of any business, online or otherwise. But nowadays Call Center Training is yet another facet of this continually expanding field of professional development that, if ignored, could result in a rather lackluster performance by your employees.
Posts
No comments:
Post a Comment