Most of the time, sales can feel like a never-ending chase. Despite that, customer calls are one of the rare instances where the buyer comes to you.
Still, I see so many salespeople missing these great opportunities because they don’t know how to handle them. Today, I’m going to give you five steps to pick up these easy sales…
5 Steps for Successful Customer Calls
Previously, I told you all about the different types of inbound calls. No matter which one of them you get, there are general guidelines you need to follow to make sure your call is successful with every customer.
With that, let’s get started improving your closing ratio…
Use Scripts for ALL Customer Calls
Whenever I work with a sales team, I get pushback on this step, but you have to use a script. Usually, their objection is that they want to sound natural…
THEN PRACTICE IT UNTIL IT DOESN’T SOUND SCRIPTED ANYMORE!
Sales is tough enough without searching for words to say. Now, let’s talk about giving the customer what they want.
Be Fully Transparent
Regardless of how it seems sometimes, buyers are regular people like you and me. With that in mind, let me ask you this…
DO YOU LIKE IT WHEN SOMEONE DOESN’T ANSWER YOUR QUESTIONS?
No, you don’t.
So when a customer calls, just give them the information they are looking for — including price.
Look, they can look up all the data on your product online these days. Withholding information only makes you look untrustworthy.
Just be upfront.
Get Their Contact Information
In your customer calls, closing the deal is not the primary goal. At this point, it is more important that you get as much data on this client as possible.
Ideally, you want to have the following info by the time you hang up the phone:
- Their full name.
- Cell phone number
- Email address
- Why they are shopping for your product
And, how are you going to get these pieces of data from them? You’re going to offer something in return…
ALWAYS Send a Proposal
If your customer asks why you want their contact information, you are simply going to reply with…
“I WANT TO SEND SOME INFORMATION TO YOU.”
After all, that is the reason the buyer reached out to you in the first place. Once you have their contact, you will send them a proposal with at least three alternatives.
Even if the customer calls very confident about what they want, still offer these other options. In the worst-case scenario, it solidifies their choice.
Now, for the final step…
Schedule a Meeting
As I mentioned, the goal of customer calls is not to close them. Buyer-specific information is priority number one, but there is something else you want…
AN OPPORTUNITY TO SELL TO THEM.
This step is where customer calls can become a gold mine for salespeople. But all of these actions take a lot of great communication and control to execute…
How to Master Control in Customer Calls
So far, I’ve given you the basics of mastering customer calls.
Consistency, transparency, and communication are how you get your foot in the door to more sales. However, it takes both theoretical and practical knowledge of these steps and the sales process to become great…
Now, you can master customer calls. You just have to commit, train, and pick up the phone.
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