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Do you know the value of a phone call? The best is answer is the highest dollar product you sell multiplied by the average quantity purchased by any given caller. So, if your average product costs $100 and your average caller purchases four of them, you could potentially be losing $400 with every dropped phone call or impatient prospect. Every phone call should be seen as an opportunity to earn $400. However, there are hidden values and costs as well. A prospect may love your product and refer it to 10 people, who in turn, purchase five products a piece for a combined total of $5,000 of sold product. Knowing this, what is the opportunity cost of losing any caller to inadequate customer service? Ultimately, any phone call is priceless. So, prepare your employees by equipping them with good customer service training - specifically, good call center training.
Most importantly, have a purpose when you call. Know the highlights of the product, but don't delve into the minutia. Most call center training experts will tell you that the objective of any first contact should be to introduce yourself, the company, the product and ask for a follow up call. However, many businesses hear their rep's inundating callers with so much detail-oriented "stuff", it oftentimes scares them off. Just sell the next appointment. After the greeting, have a purpose. Most call center training research indicates that people lose interest after a few seconds. So, keep it brief, polite, and to the point. Anyone who has been enrolled in any customer service training of any repute knows that most any call should begin, "Hello, the purpose of my call is"
Sell with some sizzlehave a big fat claim: You need a thirty second commercial, that is about 16-20 words that must be so compelling that they want to see you, i.e., "The purpose of my call today is to ask the opportunity to show you our new ..that will..and will." This is where good call center training can make the difference between a successful business model and a business that fails inside the first two years of operating. You're trying to peak their interest, not bore them with every last detail. You can't do this without a good product. But good marketing is also required and so is good customer service training.
Close the call with the Alternate Choice Close: In asking for the appointment, call center training tells us that it is best to always give the prospect a choice of times, i.e., "Are mornings or afternoons usually better for you? Would Tues at 9am or Thurs at 8 am work better." This technique keeps you in control of the call and helps avoid the "I'm too busy" The last thing you want to do is limit your customer's choices. Giving them too few choices can push them away, and customer service training would tell us that this is never a good idea.
Postpone the objection by preparing for resistance in advance. If you know how to handle objections before they arrive, you can win over the heart and mind of any caller. Call center training experts know that the only way to handle objections is by presenting options and making the assumption that they WILL be meeting with you. Again, this tactic is the best possible way to postpone objections and pull the most out of customer service training. A phrase like, "I understand how you feel Sir/Ma'am, I have often felt that way myself, but through proper training on this product, I have found that nearly all my clients have excelled at using it. Would Monday or Tuesday be good to discuss the details?"
Also, know what kind of aura you give off during a call. Good customer service training would have us sound professional and poised. Remember the caller's first name, surname and any nickname they like to be called. Don't forget to take good care of your throat. Call center training experts agree that regular phone usage at work and home can damage the neck, so exercise your neck regularly. Drink water with no ice, (as cold water can constrict the vocal chords), breath from your diaphragm, avoid dairy and heavy meals before calling, and most importantly, be sure to smile. Be positive and speak tad louder than normal, more clearly and a bit faster. Prospects will welcome enthusiasm, energy and positivity.
Call center training pro's also know that you have to get "to" Gatekeepers, not around them. You need to be their best friend. Get their name. Ask for them on any follow up calls. Develop a rapport if appropriate, and ask their permission to speak with any higher-ups. If you leave a good impression, they can open doors you never could. And with any luck, they'll recommend you to their bosses for future projects. Follow these customer service training tips and trucks and make your call to close ratio skyrocket.
Most importantly, have a purpose when you call. Know the highlights of the product, but don't delve into the minutia. Most call center training experts will tell you that the objective of any first contact should be to introduce yourself, the company, the product and ask for a follow up call. However, many businesses hear their rep's inundating callers with so much detail-oriented "stuff", it oftentimes scares them off. Just sell the next appointment. After the greeting, have a purpose. Most call center training research indicates that people lose interest after a few seconds. So, keep it brief, polite, and to the point. Anyone who has been enrolled in any customer service training of any repute knows that most any call should begin, "Hello, the purpose of my call is"
Sell with some sizzlehave a big fat claim: You need a thirty second commercial, that is about 16-20 words that must be so compelling that they want to see you, i.e., "The purpose of my call today is to ask the opportunity to show you our new ..that will..and will." This is where good call center training can make the difference between a successful business model and a business that fails inside the first two years of operating. You're trying to peak their interest, not bore them with every last detail. You can't do this without a good product. But good marketing is also required and so is good customer service training.
Close the call with the Alternate Choice Close: In asking for the appointment, call center training tells us that it is best to always give the prospect a choice of times, i.e., "Are mornings or afternoons usually better for you? Would Tues at 9am or Thurs at 8 am work better." This technique keeps you in control of the call and helps avoid the "I'm too busy" The last thing you want to do is limit your customer's choices. Giving them too few choices can push them away, and customer service training would tell us that this is never a good idea.
Postpone the objection by preparing for resistance in advance. If you know how to handle objections before they arrive, you can win over the heart and mind of any caller. Call center training experts know that the only way to handle objections is by presenting options and making the assumption that they WILL be meeting with you. Again, this tactic is the best possible way to postpone objections and pull the most out of customer service training. A phrase like, "I understand how you feel Sir/Ma'am, I have often felt that way myself, but through proper training on this product, I have found that nearly all my clients have excelled at using it. Would Monday or Tuesday be good to discuss the details?"
Also, know what kind of aura you give off during a call. Good customer service training would have us sound professional and poised. Remember the caller's first name, surname and any nickname they like to be called. Don't forget to take good care of your throat. Call center training experts agree that regular phone usage at work and home can damage the neck, so exercise your neck regularly. Drink water with no ice, (as cold water can constrict the vocal chords), breath from your diaphragm, avoid dairy and heavy meals before calling, and most importantly, be sure to smile. Be positive and speak tad louder than normal, more clearly and a bit faster. Prospects will welcome enthusiasm, energy and positivity.
Call center training pro's also know that you have to get "to" Gatekeepers, not around them. You need to be their best friend. Get their name. Ask for them on any follow up calls. Develop a rapport if appropriate, and ask their permission to speak with any higher-ups. If you leave a good impression, they can open doors you never could. And with any luck, they'll recommend you to their bosses for future projects. Follow these customer service training tips and trucks and make your call to close ratio skyrocket.
About the Author:
Customer Service Training plays an vital role in the success of any business, online or otherwise. But nowadays Call Center Training is yet another facet of this constantly growing field of professional development that, if ignored, could result in a rather lackluster performance by your employees.
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