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One of first things I go over with our students regarding our telephone script is that they must learn to listen, and I mean really listen. You can tell a lot about your customer just by hearing what they are saying. Also be sure you ask their name, and then use it now and then. Don’t overuse their name because this can become very annoying. My philosophy is if I hate it, so will someone else.
Be sure to ask questions to encourage them to talk about themselves. Empathize. However, don’t do a lot of talking until you are sure you understand. Let them do majority of talking.
If you pick a certain time frame to make your calls, or do a certain number of calls in a row, try to say it a little differently each time. If you don’t you will start to sound stale, lose your happy voice and sound as if you are reading a script. So if this starts to occur, take a break, or stop for day.
As we discussed earlier in this article if your product is a high end one you will make several calls to establish a relationship. Once you have done this, and they remember who you are, introduce something new about your product. Keep a record of your calls, and details of what you discussed previously, so that you know where you stand when you call again. When I worked for a franchise company, I kept a record of every call that came in from franchisees or calls I made. First, my employer was amazed at amount of knowledge I had about franchisees at my fingertips, and more important franchisees felt like they were only one, I knew them so well.
Using telephone can help you get repeat business. For certain products, you can call customers to see how they are doing with product. Maybe there are additional questions you could answer or problems you might be able to solve.
If everything is going well, you have a excellent opportunity to introduce your newest product, and hopefully, make another sale. This is also a great time to ask for referrals. Even if follow up call doesn’t pay off right away, you are building a relationship with this customer. Remember it is a lot easier to keep a customer happy than to find another one. Your follow-up also builds credibility with your customers.
Doing above will give your business a boost.
Copyright 2003 DeFiore Enterprises
Chuck and Sue have been helping folks start successful home based businesses for over 17 years, and we can help you too! To see how, visit http://www.homebusinesssolutions.com for the latest FREE tips and tricks, educational products and coaching in creative real estate investing and home based businesses.