When a customer calls a call center, there are so many times that the sales simply don’t get made. This isn’t due to lack of motivation on behalf of the customer or a lack of skill on the rep’s part, but often a lack of clarity when it comes to closing the sale. For reps who have probably cut their teeth on cold calling, having an inbound call turn into a sale can make them feel a little like the dog who chased the car and caught it. Now that they have it – what do they do with it? Let’s cover some inbound call center sales techniques that will help you to close that sale right.
Inbound Call Center Sales Techniques
- Your opening is critical. Very often, the client will have reached IVR before they reach a live human being. Start out with the following: “Hello, this is (name), and thank you for calling (company). How may I help you today?”
- Your software should be able to transfer whatever customer information has been given to the IVR, otherwise you may be facing some frustrating minutes filling in information. Sometimes you can reengage the customer by asking for a phone number or account number in order to verify their information.
- Clarify and qualify. Work on a cheat sheet of clarifying/qualifying questions that get you to the point. You need to find out what they like or dislike about the current product or service, and use this to tie the solution back to your product or service. You also need to make sure that the caller qualifies for your product or service by asking them questions pertinent to delivery such as, “And you own the home, correct?” or, “And you are on Medicare, correct?”
- Understand the problem. You need to understand where the customer is coming from and present your product or service as the solution. You do not need to be encyclopedic in your reply, but instead touch on three strong points for your product or service and any upsell that you may be making.
- Don’t wobble. Closing depends on the customer clearly understanding the transaction. The order should be reviewed, priced accurately, cover resolved issues, and be firmly set with a date for delivery or a service call.
- Close strong. Instead of saying, “Thank you for calling (company).” Extend your closing to express appreciation for the customer, and offer your services again at their convenience. Try “Thank you for calling (company), and please let us know if we can help you again.”
- Be polite and courteous. When you ask for information, say “please.” When you get the information you have asked for, say “thank you.” These are elementary building blocks of respect in a relationship.
- Get the customer’s name and pronounce it correctly. It sounds like a little thing, but as anyone with an unusual or hard to pronounce name can tell you, it can put someone immediately at ease. When they give you their name, repeated back and ask them if that is correct.
- Don’t use “but” statements. Most people have been told at some point in their lives, that everything after the word “but” is a load of bull puckey. Instead empathize by saying, “I understand what you’re saying.” You can also present a solution by pointing out the beneficial parts of the deal to overcome objections.
- This should be a no-brainer, but many reps don’t speak clearly. Enunciate your words so that they are clear and crisply pronounced.
- Pay attention and take notes. Very often notes will help you with repeat customers by showing you a chain of actions and attitudes that can help you to tailor your response for this particular client.
- Move them along to the sale with something like, “Now, let’s go ahead and get your order moving.”
The Best Combo
You can have the best technique in the world, but if your call-center software isn’t up to snuff, it’s a lot like using a hammer to drive a screw. You may eventually succeed, but it’s going to be a lot of extra work. Bringing your call-center up to date with the latest cloud-based software will keep your organization light and nimble, and provide you with updates and interfaces for your favorite CRM software. Call Chasedata and set up a free trial, with a solution tailored to your industry and needs, as well as your budget.