By using this advanced selling technique, you’ll have less missed opportunities and more appointments set.
Have you ever noticed that you feel compelled to do something for people who have helped you along the way – even if they haven’t asked you to help them? As humans, we normally try to return favors, pay back debts, and generally treat others as they have treated us. This idea of reciprocity leads us to feel obliged to offer certain things to someone if they have offered something to us. This is because we do not want to feel indebted to someone else.
For example, you might feel obliged to help a friend move out of an apartment if they have helped you on a house project in the past. A client might decide to buy from you instead of a competitor if you are doing everything you can to get the best possible price or any additional services. Reciprocity can be applied in many different life and work instances, and it can benefit your ROI by making more callers want to book an appointment with your company instead of wanting to wait and call around for more options.
Applying Reciprocity on the Phone
To use reciprocity to influence others, you’ll need to identify your objective, think about what you want from the other person (the appointment/commitment), and then identify what you can give them in return.
In this case, the rule of doing someone a favor in order for them to feel obligated to do you a favor won’t exactly work. So what can you give to the client? You can give:
- Your time
- Your interest
- Your expertise
- Your understanding
Although they are not materialistic, by giving your clients these things, they will feel that you are doing them a favor by looking out for their best interests. You are directly involved, giving them your time and listening as well as giving your educated advice on their unique situations.
A potential client is calling because they need something from you. Just by being able to work with them and give them that appointment when they need it will feel like you are doing them a favor. As long as you are able to work with them, they will feel obliged to want to work with you.
By staying helpful and friendly on the phone, the caller will feel a connection with you as well, and want to give you their business. By understanding and listening to a caller’s issue, as well as offering your expertise on their situation, you are offering them something they want and need. Then, they will give you what you want: the appointment.
Importance of Using Reciprocity
Why is reciprocity an influencing tool that you should utilize in your business, especially as a call handler? People generally buy from someone that they like, and are more willing to give their business to someone that they feel is doing something great for them in return. It is important to showcase this while on the phone—you are trying to help the potential customer, and you have something to offer.
Reciprocity is a two-way street. If the client is going to pay you for a service, then you want to make sure to do it to the best of your ability and put as much time into it as necessary to make it the best experience possible. That starts right from the beginning when the phone rings.
If you promise something but then do not to reciprocate, you trigger a negative form of reciprocity. It is important to live up to your standards and promises. Otherwise, the client may not support you in the future, and may go as far as to make sure that others don’t as well. But if both sides hold up their end of the bargain (client calls for service, you deliver, they are happy), then that reciprocity will continue as they will do you the favor of recommending you to their friends and family.
Positive reciprocity will help you gain the appointment that you desire with the customer. It is important to remember that not only are you helping this person with their need, but they are fulfilling a need for you as well to help your business.