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Common Questions and Answers
Therefore, the person answering the telephone and talking with the customer / prospect plays a major rule in determining the success or lack of success of the organization. You must accept responsibility for providing timely customer service in a courteous business manner.
Applying the telephone customer service skills in this white paper will help you and your organization become a professional provider of quality customer service that will gain and retain customers for a lifetime of profits.
8% of customers leaving a business leave because of lack of caring expressed or lack of perceived caring from you or someone in the company.
Callers begin to form their impression of your organization by the number of rings it takes to get an answer and the first voice they hear.
This is also a good time to ‘source track’. If the caller is a first time caller ask them where they heard about your organization. The old saying of a failed business goes,”I always knew 1/2 of my advertising worked, I just never knew which 1/2.”
Your organization is in the business of selling products and services. Most customers telephone because they have a problem or need your products and services will solve. All you have to do is listen and identify the problem / need they have and match your products and services to them.
Sure, not all closing statements by the customer will close the sale, but as one of the coaches to the famous hockey player Wayne Gretzky said to him when he was frustrated with Gretzky’s lace of shooting in an important game, “You miss 100 percent of the shots you never take.”
“Mr. James, what is it about the ____________ that I can help you with?”
“Mr. James, you said you need your _________ repaired. How old is your __________?”
“So I can better help you, what exactly are your needs for a ________________?”
*100% Customer-Centered “Means that everything you say and do is about the customer not about and for the customer, not you or you organization.”
If you do not sell them over the telephone, further the sale by making an appointment to meet with them, having an outside sales professional telephone or meet with them, or asking their permission to send information.
Always give the prospect a choice. It gives them the feeling of control, and they cannot say “NO” when given a choice.
“Would you like to meet with me Monday or Tuesday?” If they do not choose one of the times continue to give them choices.
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