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.
“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.
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?”
“Oh, let’s see, it’s 54 dollars a month.” Click!
“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.
Customer: “Can you give me credit for my existing insurance?”
“I don’t think we give credit.”
“That will depend on what exactly what your needs are and what insurances you have now.
Control the telephone conversation to turn it into new business rather than a hang-up.