In an inbound call, even if the one calling is in need of something, it may still be hard to convert it into a sale. Sometimes, we tend to overlook the value and the importance of an inbound call.
You see, incoming calls are one of top source of high-quality leads. If that’s the case, the customer may have gone through your funnel and is already dying to buy a product that your company offers.
However, this doesn’t mean that your call is already a guaranteed success and your support team will already shower you with words of congratulations. Most of the time, turning lead into a sale relies on how you handle the inbound call.
After the call, there are only two possible results: either you zip the sale, or the customer drops the call pissed and decides to shop to your competitor.
In this article, we cited a few tips on how to convert more inbound calls into sales. And here are some of those:
- Ensure that your callers are speaking with a live representative.
We’re pretty sure you’ve experienced this yourself. Isn’t it annoying when you call your network service provider, and you noticed that you’re talking to an automated machine? We all know that every caller wants to speak with a live representative.
The callers need an answer right away. Which means they need someone with a brain to process their questions and respond to their queries appropriately.
- Greet callers correctly.
You as an employee needs to mention the company name as a form of salutation. Also, if you’re allowed, state your real name to build a connection with your customer. Call your callers using their first name.
Also, offer your assistance by asking them the reason behind their call. You may put a question like, “How can I help you today?” This verbiage will give them a feeling that you’re sincere in helping them and answering the questions they have in mind.
“Thank you for calling LinkVista Digital. My name is Nancy, how may I help you today?”
- If possible, don’t read from a script.
The tendency when you’re reading a script is you tend to sound robotic. If that’s the case, what’s the difference of speaking with a live representative and an automated machine when you’re no different the latter?
Reading from a script often comes across as hollow and impersonal. Instead of reading a text, why not create an outline to guide you all throughout the call. This tip also spares you from reading everything you are about to say, word for word.
- Make sure you understand the reason why your customer called.
There’s a huge difference between paraphrasing and parroting. When you receive an incoming call, it is best to restate your understanding of whatever the customer is calling about or paraphrase it. Parroting is when you just repeated what your client said.
Often, when you repeat what they said, word for word, your customer will call you out saying “You just repeated what I said.” Also, ask your client to confirm if you understood the reason for his or her call.
- Be as positive as possible.
Yes, the customer needs to know everything (including the negative things) before zipping the deal. One tip for you to close the sale and to avoid churn, present the negative thing through sandwich positioning.
What that means is to deliver the deal in this manner: positive-negative-positive. And also, try smiling before answering the phone. This technique will impact the way you handle your call.
Companies that offer contact support services should consider these tips in mind. The mentioned tips are helpful in converting leads to sales and is undeniably beneficial for your business. However, the process doesn’t stop there. You have to make sure that aside from closing a sale, you’ll also end the call with a smile on your customer’s lips.