EVERY PHONE CALL IS A POTENTIAL SALE. HERE ARE 5 STEPS TO SUCCESS.
So what does it mean when someone takes the time to pick up the phone and call your business? It means they are ready to buy.
Thanks to the internet, chances are they have done their research and are well informed on your product and your competition. They have a short list of options, and you are on that list. What do callers want? A connection, assurance that you are the right choice and information.
It is an opportunity filled with potential. They’ve made the call. A real person has answered Connection made. Attention given. Respect shared. Questions can be asked and answered. Barriers crumble.
So seize the opportunity! Here’s how to use that phone call to become their number 1 choice.
1) SET THE STAGE
Start by giving your people responsible for answering phones the environment they need to respond with impact. If they are handling too many tasks under poor conditions, then all the tasks will suffer. Give them a quiet space with limited multi-tasking so they can focus.
2) INTRODUCTION – MAKE A POWERFUL FIRST IMPRESSION
The key here is enthusiasm. Encourage your people to smile during the call. When callers hear a welcome response, it shows respect and gets the phone call off to a great start.
So what’s the best way to get the conversation rolling? A little information that welcomes the caller, lets the caller know who you are, and engages. For example:
“Good morning, thank you for calling Ellis dermatology. My name is Carol. What can I do for you today?”
“Hello. I have some questions about (procedure)?”
“Sure thing. That”s one of our specialties. Have you been here before, or are you a new patient?”
“I have not been in before.”
“Well thank you for calling us. Do you mind if I get your name and your telephone number. That way if we accidently get disconnected, I can reconnect quickly.”
“It’s 999-999-9999, and my name is Bob.”
“Thanks Bob. Well, we have been doing (procedure) here using the latest technology since the practice launched over 10 years ago. Do you have any specific questions I can help you with…”
Connection made. Conversation rolling.
3) STRENGTHEN YOUR CONNECTION – IT’S ALL ABOUT THEM
People love to talk about themselves. By being curious about the caller and their needs, you will be making a more powerful connection.
Use questions like “Have you ever had this procedure done before Bob” or “How long have you been thinking about this procedure?” or “Do you have any friends that have had it done?”
4) INFORM – KNOW YOUR STUFF
People call for additional information to help them make their decision. Get to it quickly so you can fulfill their needs. Be prepared. Make sure your people have all the information callers may need to fully explain the procedure and answer any possible questions. Answers are vital. An unanswered question is an incomplete sale.
For example, “Bob, let me tell you what you can expect when you come in for that procedure…”
And always talk about when you come in, not if you come in.
5) CLOSE WITH CONFIDENCE
You”ve done everything in the call to connect, reassure and answer questions. If they book the appointment, great. If they decide not to, then simply look at it as an opportunity to reconnect at a later date. Respect their time and effort in calling you in the first place, and capture some additional information so you can follow up without having to start from scratch. For example:
“It was nice to chat with you today. If you give me a few details, I’ll put you into our system so when you call back or when we get in touch with you, you won’t have to do all of this again.”
“Let me send you some information about the procedure. I can send that in the mail or email – do you have a preference?”
MAKE YOUR PHONE RESPONSE PLAN PART OF A BIGGER INTEGRATED MARKETING STRATEGY.
Build your phone response plan in conjunction with all your other tactics, like your website, your blog, your advertising, your email marketing, your website, your client management program and your financing program. The synergy of a carefully considered and well executed strategy will magnify its strength. If you are repeating and reinforcing on the phone what they have already discovered about you in their research, you will boost your success considerably.