Phone calls are a crucial part of interacting with customers, but the person answering the phone often seems to be winging it. Does this sound like something you do? Why?
MAKE A GOOD FIRST IMPRESSION
The person answering the phone often represents your first impression to a potential client. Being able to answer basic questions about the company and gather essential information is key to being effective and moving the sales cycle forward. This process is frequently overlooked and several companies have lost countless potential clients due to a negative first impression of the company because they called in and their questions were not answered.
To ensure that the person answering your phone is well-prepared, YOU as the business owner are responsible for making sure this person is properly trained. In addition to being able to paraphrase your business to callers, this person needs to have a pleasant demeanor over the phone.
USE A PHONE SCRIPT
Having a phone script can be very helpful when it comes to gathering essential information and asking the right questions. Getting someone’s vital information on the first call is the first step to signing a project. After all, you can’t contact someone without their phone number or e-mail address. In addition, asking the right questions can help filter out projects that aren’t a good fit for your company.
FOCUS ON CLIENTS THAT ARE A GOOD FIT
If the person calling in is not a good fit for what you do, you can end the call politely by referring them to another company that operates more within the scope of their project. This not only gives you time to focus on tasks that need to be done, but it eliminates time wasted on people who will probably never be clients.
To streamline your company’s phone conversations, download our free phone script! Focus on potential customers who fit your business’ focus.