Do you know what a dial is worth to your business? Would you like to improve your dial to scheduled ratio? Do you feel you could sell more if you could see more prospects? The telephone for most of us is where it happens. If we have difficulty selling the appointment, we may never have the opportunity to tell how great our product is for the prospect. You have a line between you and that prospect, and you better be “equipped” when a live one answers. With the appropriate Call Center Training and Customer Service Training, you can handle the obstacles and objections that are stopping your business from achieving its full potential. Here are some pointers that can improve your dialed to scheduled ratio:
Sell with PURPOSE! The best call center training tells us that the first thing we must ask ourselves when we pick up the telephone is what are we selling on the call and why. Very often, I will hear sales rep’s selling product, giving away all their features and benefits when really they should be focused on “selling the appointment.” After your greeting, have a “purpose to your call.” According to call center training research, most people lose interest within mere seconds if not given some sort of explanation that holds their attention. And doing this is simply polite and considered good customer service training. Simply begin, “Hello, the purpose of my call is”
Have some sizzle in your pitch, a big fat claim. This is typically called a 30 second commercial, which is approximately 16-20 words, and it has to be compelling enough that they want to see you. In other words, start out “The purpose of my call today is to ask the opportunity to show you our new product that does this and that and saves you such and such.” This is precisely that sort of advice you can expect to hear during any call center training workshop, and it usually makes the difference between a good business model and a bad one. You need only pique their interest. Of course, you’ll find this difficult without a good product, so that’s first and foremost. Next you’ll need to supplement it with excellent customer service which comes only through rigorous customer service training.
Presenting alternative choices always gets better results, so always wrap up every call with an Alternate Choice Close. To ask for an appointment, say something to the effect of , “What’s better for you, morning or mid-day? And would Thursday or Friday be good?” This prevents them from simply saying “NO”. This is why call center training consultants recommend we always use open-ended questions, because limiting one’s choices tends to aggravate most people. Show that you are considerate of their time and you appreciate the thought they are giving the matter by assuming that they are, in fact, giving the matter some thought. Customer service training from the pro’s will help your personnel drastically improve the firm’s top-line results.
Get the best objections out of the way by preparing for them upfront. KNOW your rebuttals. I’m sure we’ve all seen Boiler Room a thousand times over, and the advice is so true. You have to be able to predict what the customer will say before they say it. By doing this, you calm the prospect and ease any fears they may have that you don’t “know your stuff”. Call center training experts can teach you these vital skills because most have had years and years of experience addressing objections – some with merit, and some without. And even customer service training courses teach you that oftentimes using simple analogies or metaphors can assuage any fears they may have, even when they do not relate directly to the product or situation: people like stories.
Also, know what kind of aura you give off during a call. Good customer service training would have us sound professional and poised. Remember the caller’s first name, surname and any nickname they like to be called. Don’t forget to take good care of your throat. Call center training experts agree that regular phone usage at work and home can damage the neck, so exercise your neck regularly. Drink water with no ice, (as cold water can constrict the vocal chords), breath from your diaphragm, avoid dairy and heavy meals before calling, and most importantly, be sure to smile. Be positive and speak tad louder than normal, more clearly and a bit faster. Prospects will welcome enthusiasm, energy and positivity.
Call center training pro’s also know that you have to get “to” Gatekeepers, not around them. You need to be their best friend. Get their name. Ask for them on any follow up calls. Develop a rapport if appropriate, and ask their permission to speak with any higher-ups. If you leave a good impression, they can open doors you never could. And with any luck, they’ll recommend you to their bosses for future projects. Follow these customer service training tips and trucks and make your call to close ratio skyrocket.