You have a bunch of new leads and its time to sit down and give these potential clients a call. How do you make a good impression over the phone? In person you can interpret their body language but over the phone, people can be difficult to read. In order to ace your phone calls, you need to be able to make a good impression, give them your complete undivided attention (and let them know they have it), and answer all possible questions they may be having. So, how do you do this?
Well since you asked, here are 4 major Do’s & Don’ts that can help you with this process:
1. Do Listen
Over the phone it can be difficult to know if someone is listening to you or completely off in la-la land. You want your customer to leave the phone call feeling blown away by your customer service. Simple ways to do this include asking questions about what they are saying, paraphrasing their words, and making sure you both are on the same page before moving to a new topic. In fact, you can even say things like “Let me make sure we’re on the same page…” and “If I’m hearing you correctly, you’re saying…”
2. DON’T Rush
I know we all get busy, but try not to ever rush a client or prospect. Make them feel like they are a priority. This will translate into what kind of service they can expect from you, and no one wants to feel like they aren’t top priority.
3. Do Collect Information
Collect as much relevant information as you can during the conversation, preferably towards the beginning. This can help you get a better feel for their needs, and can make the rest of the conversation go smoother. With a better sense of where they are coming from, you can answer their questions more accurately.
Tip – be careful not to make the information collecting sound like a questionnaire or an interview. Keep it personable and casual.
4. Don’t Be Afraid To Talk Money
How much will this cost? After all is said and done, customers want to know how much your service is going to cost them. This is easier for service providers with flat rate prices. However, if the price of the job depends on size, time, conditions, etc., don’t leave the customers hanging with no answer, or a promise for an answer at a later date. If you aren’t sure of the exact price, it might be a good idea to try your best to leave them with a price range. If the price range doesn’t scare them away, then you can go ahead and set up an in-person meeting for another time to discuss more of the details. By giving the prospect a price range this gives them a better idea of what to expect, and stops you from chasing a dead lead if the price range isn’t what they are looking for.
If you feel hesitant to talk about your prices, or you find that your prospects have a lot of resistance to your prices, you’ll want to download my free training audio on “How to Eliminate Price Resistance.” Just go to www.ABetterYouCoach.com and fill in your name and email address, and we’ll shoot it out to you right away.
In the meantime, feel free to leave a comment with your tips, tricks, questions and insights on how you’ve dealt with calling prospects on the phone.