Professional phone etiquette is a key aspect in maintaining quality, live transfer leads. It’s your duty to assit your future consumers in an ethical way and the following techniques can make a noticable impact on live transfer quality.
Answering phone calls in a consistent manner across your entire sales floor is essential to maximize conversion. The goal is to leave a positive first and last impression. The first 30 seconds of your pitch are often the most important. When communicating with someone over the phone, we lose the advantage of seeing facial expressions, and body language. That being said, set aside time with your staff to assist in establishing a professional but cheerful tone of voice throughout all phonecalls. You won’t regret investing in a vigorous training cirriculum. Your results are knowledgable frontline agents that properly handle various types of customers and situations.
Another useful phone etiquette tip is to take sentences apart, and clarify with the customer exactly what message they are trying to convey to find the root of their question. Find out what they really want from your service, and then explain how you will fulfill those needs. That entails taking time to review the conversation, acknowledge existing concerns, and thank them for their interest.
One mistake many telemarketers make while on the phones is sounding to scripted. This can leave the person on the other end of a scripted sales call feeling unimportant and cause them to hang up. Teach your sales team to create a personable yet flowing conversation. Train your agents to build value and rapport with potential clients.
Lastly, study and anticipate objections that may occur while trying to close. Encourage agents to practice scripted rebuttals until it becomes their second nature. Once you have sucessfully qualified your lead, and have a set amount of time with a prospective client, it?s important to understand every second counts.