TAILIEUCHUNG - 10 Tips for Improving Inbound Sales and Service Telephone Results

Nobody is so good that s/he can just “wing it.” It takes years of practice before a great salesperson hones in on the perfect sentence to describe or explain something. The best salespeople eventually come up with statements that are very compelling. But you probably don’t have years. Meanwhile, you’ve got salespeople at various levels of experience explaining your products, services, company, features, benefits and value with a wide range of competence and confidence. Some are very wordy and filled with “ums” and “ahs” and some are so generic the prospect can’t tell you apart from the last company who called. Make sure your salespeople understand. | CARAS Your PEOPLE. Our PROCESS. Stellar PERFORMANCE. 10 Tips for Improving Inbound Sales and Service Telephone Results by Ronna Caras President Caras Marketing Training The combined sales and service environment is not new. Companies of all sizes have used generalists to handle inbound calls for many years. Tasks range from taking orders canceling orders tracking shipments scheduling installation or repair correcting or explaining billing responding to complaints and solving problems. The idea was to make it easy for the inbound caller to get many things accomplished without being bounced to several people. The belief was that one contact handling every issue should result in the lowest possible cost of operations. Low costs would guarantee high profits. It has not always worked out this way. Missing from the sales and service model in many companies is the understanding of the costs associated with lost sales opportunities. Customers who don t buy from you buy from someone else. Eventually they are not your customers anymore. If a buyer places an order and is not told about peripheral products needed to make the thing work you have lost the incremental business on that one sale and maybe every sale thereafter. When maintenance agreements are not discussed and then maintenance is required unhappy customers may be done with you forever. Promotional pricing or products that are not mentioned can end your relationship with a customer who now feels cheated. To provide genuine customer care it is essential for your inbound representatives to thoroughly understand their role as consultants on products and services. Think about the last time you had your car repaired or work done on your house. I use these examples because most of us do not have the expertise to give step-by-step instructions to our mechanic or carpenter. We know the problems and we rely on them for the solutions. This means your best agents must be able to manage the conversation to satisfy needs the .

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