Don’t let simple mistakes on your sales calls lead to a missed opportunity.
CallSource has been tracking phone calls for over 25 years. Over the years, we have heard it all – the best and worst calls across all the industries we support. Through our coaching services, we have started to work directly with our clients to help their businesses handle calls efficiently and effectively.
You have probably heard or read a lot about what you should do when on your sales calls, but there are other ways to learn how to be successful. There are a few universal mistakes that happen in most failed sales calls—and we’re going to share what not to do in today’s article.
Here’re a couple of tips from our coaching team.
1. Never leave the ball in the customer’s court.
This sounds something like, “Why don’t you think about it and give me a callback?” The customer is uncertain for some reason (see next tip), and the call handler has not been successful in overcoming their uncertainty. If in fact, the customer needs time, the call handler should offer to call them back – and do it at the agreed upon date/time. Be sure to set a specific follow-up plan where your business will initiate the action.
2. Don’t assume the customer is price shopping.
Ask lots of questions. If the customer seems uncertain, the call handler should ask probing questions to understand the customer’s situation. Don’t automatically assume the customer is just price shopping or gravitating towards “No.” Customers price shop, but the call handler needs to keep the goal in mind: Win the business! The call handler should take the information they learn through asking questions to build-up the unique value of choosing your business.
3. Make it easy for the customer.
This responsibility sits with management more than with the call handler. If your call handlers can’t explain the product or service, then you may want to explore the structure of the product or service. The bottom line is to make sure you are not over-complicating or confusing customers. Your call handlers can help you gauge that.
We have seen these scenarios play out with multiple clients. We have worked with clients to address these (and more) at their business. Do any of these tips apply to you?