HOW TO APPROACH CUSTOMERS BY THE PHONE

HOW TO APPROACH CUSTOMERS BY THE PHONE

The telephone remains a powerful tool for selling and strengthening the relationship with the consumer. In times like the social isolation caused by the COVID-19 pandemic, making calls is an even more important option to keep prospecting active. However, not all salespeople know how to approach customers by the phone. When this contact is not done well, there is the risk of creating rejection and, therefore, generating a lost opportunity.

But, after all, what does it take to approach customers and make a sale by phone? To find the answer to this question, we have separated a few essential techniques to help you do a good prospecting!

GET THE FIRST 30 SECONDS RIGHT

Know exactly what to say in the first 30 seconds of contact. They are decisive in arousing the interest of your interlocutor.

The presentation must contain basic elements such as your name, the company you represent and, above all, the purpose of your call.

It is important to be prepared. Before you call, it is essential that you write down everything you are going to talk about by creating a telephone sales script.

This script will help guide the approach to the desired point, as well as demonstrate preparation and concern for listing the benefits of the product or service to solve the customer’s pain.

HOW TO CREATE A SCRIPT TO APPROACH CUSTOMERS BY PHONE?

First of all, it is necessary to know your business, the products and services you sell. This way, when you approach customers over the phone, you will be more sure of what you are talking about.

A second essential knowledge is to know who your competition is. This is nothing more than understanding where your company stands in the market and what its differentials are from others.

However, it is important to note that this information about other companies in the market is not meant to speak ill of them, but only to get to know you better.


AFTER THIS INTERNAL LEARNING CURVE, COMES THE ESSENTIAL KNOWLEDGE OF THE CLIENT.

Find out about the business of the person you are going to call, the size of your company, your main competitors and your current market situation. In other words, all the information you want to know about the other person, you must first know about yourself.

THE MOST IMPORTANT POINT IS TO KNOW THE CUSTOMER’S NEEDS BEFORE THE FIRST CONTACT.

The tendency in a call is that people have little time to listen to something that will not bring immediate results. It is therefore essential to show how your solution will impact the customer’s business and thus generate value.

So, you can use words that draw attention to the issues that will be addressed, such as profitability, cost reduction, billing and productivity.

If you demonstrate that you have a good solution, you will certainly get the customer to take the time to listen to you.

USE THE AIDA METHOD

AIDA stands for “attention, interest, desire and action”. These are the four words that help guide the consumer through the sales funnel, especially in a telephone approach.

The first step is to get the customer’s attention. To do this, use mental triggers, which are techniques to awaken the desires of the other person’s subconscious.

In other words, this means that using a trigger is about getting a person’s attention through actions that make them realize that they need what you are offering.

Next comes the “I” in AIDA , which is about generating interest. Without this, it will be difficult to make a sale over the phone. In this case, create a compelling value proposition.

Then focus on their desire. That’s why it’s important to know her well and understand what her pains and struggles are as a consumer, so you can more easily offer her something that meets her needs.

Finally, there is action. This is the time to offer her the solution and call her to close the sale.

From these points, it won’t take long for the customer to want your solution and make the purchase.

Therefore, remember the AIDA method every time you need to approach a customer on a call.

MAINTAIN INTONATION

Without the eye contact and other characteristics we use in person, the voice becomes the most important part of your telephone posture.

Through it, you can convey enthusiasm, confidence and energy to the customer, showing your willingness to help.

A valuable tip is to stand up from your chair when you want to put more emphasis in your speech, such as the benefits of the product, for example. By standing up, it is easier to get the voice to vibrate, which makes the speech more objective and persuasive.

It is also important not to limit body movements: gesticulating and walking around the room are other actions that help improve the intonation of the voice during a telephone conversation.

 


More information

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