At Felix, we’re in the business of phone calls. We advertise our clients online, and they get calls directly to their business. All they have to do is pick up the phone.
Many businesses we hear from – not just our clients – mention that when they see an uptick in calls, it doesn’t always translate to sales. Unfortunately it’s a fact that just because you get a call, doesn’t mean you’ll definitely get a new client or customer. The way you answer the phone can determine whether or not someone will want to do business with you.
Here are some surefire ways to convert more calls into customers:
- Be Prepared: Nothing chips away at a new customer’s confidence in your professionalism like you being unprepared for a call. You can’t plan for everything, but it’s important to have all the necessary materials and information handy. It’s a good idea to even prepare a script for answering the phone, so you’re confident and clear every time. Practice with your colleagues, focusing on your pace, voice clarity and volume. When you receive a call, introduce yourself, state the businesses name, and ask how you can help.
- Engage in Active Listening: In order to build strong business relationships, it’s important to listen to your callers actively with a positive attitude. You could go about this two different ways. You could take control of the call, where you ask the caller a list of questions in the order you need them, or you could ask the caller to state their situation, taking notes and repeating back to them to clarify. Either way depends on the nature of your business, and both will help them feel heard. Before jumping in to offer them solutions or help in any way, make sure you know exactly what their situation is, os you can provide the best solution for them. Be sure to ask for clarity in a respectful manner and make sure to avoid long pauses or breaks in conversation.
- Use Positive Language: Customers don’t want to listen to negativity. They don’t care about what you can’t do, they’re only concerned with what you can do. Focus on how can you fix their problem or what services you could provide to get them closer to what they’re aiming for. Give personalized responses and avoid using negative words that cause knee-jerk reactions. Rather, try to redirect the conversation from negative to positive by focussing on the solution. Focus on value. Communicate to them how your product or service truly meets their needs. Which leads us to…
- Never Talk Price Before Value: The worst thing you can do while on call with a prospective customer is quoting them a price right away. Unless you are selling a simple commodity and you don’t have any significant features to share, you should never try to sell your solution without understanding your prospective customer’s particular needs and requirements. It’s important to first establish value based on the relevant insights you’ve gathered about your prospect. Quoting the price right off the bat can be a dealbreaker or sell your business short. While some buyers have a limited budget and are afraid of expensive products/services, others may have bigger budgets and want to know if you’re a serious vendor.
In the end, after you’ve implemented these strategies for answering the phone, you need to make sure they’re working. Log into your Felix dashboard for access to your call recordings. Listen to your calls, and think about the reasons why some of them ended in a sale and some didn’t. Every time someone closes, ask yourself how this call was different from other calls where the prospect didn’t close? How can the strategy be applied to future calls? How many leads am I able to convert with the current script? The more you measure and improve your strategy over time, the more effective your calling will be in the long run. Happy closing!
Want to get more calls to your business? Get in touch!