Converting inbound calls into sales is obviously an easier task than converting outbound calls. After all, the customer took the initiative to begin communication, so clearly they do have at least some interest in the company, brand, product, or service.
However, in spite of this advantage, sales are never effortless -- and call center teams face a number of important challenges on a daily basis. Common examples of barriers to inbound sales include establishing trust, showing value, creating a sense of urgency, selling at the sticker price, and closing the deal.
Regardless of how much or how little success your inbound call center is currently experiencing, however, there is always room for improvement -- and here at Epik Networks, we firmly believe that investing time, energy, and money into your company call center is one of the most powerful ways to generate positive ROI.
If you are looking to increase sales, then you owe it to yourself and your organization to consider the following tips for inbound call reception:
- Get names right. Knowing your customer's name (and pronouncing it correctly) is virtually a prerequisite for establishing trust and building the personal connection needed to complete a sale. Ensuring that your call center software displays customer information prominently is a good first step toward reaching this goal -- and training your employees to politely ask for name pronunciation is also wise.
- Pre-write product, service, and promotion descriptions. Even high-level CEO's and politicians write speeches beforehand -- expecting your call center employees to improvise thorough, articulate, and convincing descriptions in the heat of the moment is asking too much. Have a script ready for them and things will go better for everyone.
- Pair statements and questions. Engaging communication is a two way street -- so ensure that your employees aren't rattling off monologues or interrogating customers without adapting based on input. Pairing statements and questions together when developing your script is a good idea, as it helps create a balanced and ebb and flow that retains attention without being overly abrasive.
- Respond to (don't rebut) objections. You are probably all too familiar with the most common objections that potential customers have to your products or services -- and, assuming you are a smart, customer-oriented salesperson, you also probably have some good counterarguments lined up as well. Writing these responses down into the script for reference of your employees is a good idea -- but be sure to word them gently and cooperatively. If your customers feel like they are being argued with, they are likely to become defensive, effectively shutting down the conversation.
- Emphasize good diction. Encouraging slow, clear, and easily-understandable speech is one of the easiest ways to set your call center apart from the competition.
- Put emotion into it. Anyone who has ever seen a poorly-acted soap opera knows that simply reading your lines isn't enough to convince anyone. Train your employees to express authentic enthusiasm, curiosity, and encouragement when speaking on the phone. The change in results will be noticeable!
Learn more about integrated call center solutions by visiting Epik Networks online today!