Preferably immediately. So it’s no surprise that when you call a customer after you introduce yourself, the most common thing you hear is „I’m not interested,” followed by the click of a handset being hung up.
Do you sometimes wonder how many salespeople have called the same customer this week that you are about to make a call to? What did they tell him when they conducted the conversation? Does the customer have a good experience answering phone calls from salespeople, or is his blood rushing at the thought that someone wants to sell him something? In order to be able to talk to your client, you need to do one basic thing: be different from your predecessors.
Most traders hate cold phones. Cold contacts are associated with eternal failure and rejection. And we don’t like failures. And the client? He boils with emotion when he answers the fifth call on the same day. He is angry because you distract him from what is important to him – from earning money, from family or hobbies. The secret to a successful cold trade conversation is a good introduction. It doesn’t matter if you make a perfect diagnosis of needs or you close the conversation with finesse, leading to a transaction if you don’t get through the beginning.
In order not to be rejected, you have to create such a telephone conversation starter, after which the potential client will „see himself in the class photo” and think: „hmmm … this is interesting” or „how is it possible?” In other words, you have to stop being just the voice on the handset and become an empathetic conversation partner.
Customers are bombarded with calls from salespeople who have a one-of-a-kind, extraordinary opportunity for them that they should seize. Preferably immediately. So it’s no surprise that when you call a customer after you introduce yourself, the most common thing you hear is „I’m not interested,” followed by the click of a handset being hung up.
Telephone Sales – How do I start a telephone conversation to attract a potential customer?
When answering the phone, greet the caller by introducing yourself with the name and company name, you can also add a department. This type of conversation is a standard for many companies, but it is not always followed – especially during rush hours, there are exceptions to the rule. Remember that, contrary to appearances, the full welcome formula does not take much time, and the impression on the client is completely different than the usual „hello”.
SPEAK SLOWLY AND CLEARLY. Don’t mumble. Do not rush. The more complicated information you convey, the more accurately and patiently your conversation will be, make sure that the other person understands you. Also, if you speak quickly, the client may feel that you are in a rush and want to be dismissed. Slow down and pay maximum attention to the customer even on the phone.
If a customer introduces himself to you by name, remember it (or preferably – write it down). Addressing the client „Mr. Mark” or „Mrs. Anna” can make a nice impression and inspire confidence.
In the future, knowing the client’s name will allow you to maintain a friendly relationship and your company will gain the status of an institution with a human face.
In a properly conducted telephone conversation, in the first minute you need to know the name and surname of the customer, the purpose of his call, and in the case of a business customer, also the company or organization. If the client does not provide this information himself, it is your responsibility to obtain it in order to efficiently and quickly conduct the conversation or redirect it to the appropriate person.
If you need to suspend a conversation with a client to end another, always ask for permission. In this way, the client feels that they are in control of the conversation and it is easier to endure the time with the „music” in the handset, which, unfortunately, usually takes a long time. After „hanging up” the call, thank the client for waiting.
Use put on hold only in situations where there is no other option, such as when you need to consult a colleague. Do not abuse this possibility and manage the dialogue in such a way that leaving the client waiting is not necessary more than once. Really, there are few things more annoying than „hanging” on the earpiece that is playing.