The first few minutes of an incoming call are crucial.
Gain immediate control of the conversation to help you turn innocent enquiries into new customers. I’ll use a financial services company in example.
The Opening
Wrong Way:
“Good morning, Smith Financial Services.” The caller will now ask a question and be in control of the call. Answer the telephone with a statement and then ask the caller a question.
Right Way: “Good morning, Smith Financial Services.” “How may I help you?”
First the statement, then the question. The person who asks the question is in control.
The Price
What if the customer asks for a price? Customer: “How much is your life insurance for a 40 yr old man for $100,000 in insurance?”
Wrong Way:
“Oh, let’s see, it’s 54 dollars a month.” Click!
Right Way:
“I’d be glad to give you all the information you need. Tell me a little more about yourself?”
First the statement, then the question.
The Inquiry
Customer: “Can you give me credit for my existing insurance?”
Wrong Way:
“I don’t think we give credit.”
Right Way:
“That will depend on what exactly what your needs are and what insurances you have now.
Strategy
Control the telephone conversation to turn it into new business rather than a hang-up.