Do they get a nice personal welcome from a human? Or maybe a cold computer voice telling them to press a number? How do you liked to be greeted when you call a company?
First impressions and customer service are king these days… as they have actually always been… and if you want to stand out from the crowd, will always be.
So, now you are speaking with a prospect, what do you say? Before you rush into telling the prospect about yourself and your business, or answering their ‘how much does it cost?’ Question, start by asking a few details about them and what they want.
It is a good start to take some contact details first; just in case you get cut off so you can get hold of them again. I have to admit that many years ago I managed to arrange a meeting with a prospect who had called me. I was so excited at having my first prospect meeting booked that I didn’t take any details. With no way of contacting that prospect, I couldn’t go to the meeting. And yes, I didn’t even know the name of the company. I hope they are not still waiting for me at their office!
After getting the prospect’s details then the clever part begins. Ask a question about them and what they are looking for and shut up and listen. A good point made to me recently by someone who has found that, rather than thinking about a clever thing to say, answer the question you are asked.
Remember what it is that you are selling at this point…. Sometimes a product or service; or maybe just stick to a meeting for a coffee.
I view this process as opening the door to your shop… Buyers like to have a look at what is on offer and then they will purchase when they can see the benefit and value of your offering.
Rather than wait for your next call, make a brief checklist/script on how you would like the call to go.
It’s good to have a script… and remember to keep focused on serving the customer.
If you would like to know more about greeting customers and prospects on the phone, call me on 07766 080770 or email firstname.lastname@example.org