How to increase sales by phone? This question is asked by all managers of call centers. The key to increasing sales results is the optimization of tools for managing a team of consultants and the appropriate adjustment of the system functions to ensure the most effective customer service.
A properly selected call center program must have tools tailored to the needs of the headquarters, which will allow to properly manage the entire team. The programs will differ in the price of implementation, the degree of intuitiveness and the usability of the interface, but the right software will certainly optimize the sales processes. Better customer experience in contact with the consultant will have a direct impact on his purchasing decisions.
Techniques to support sales
Appropriate software, however, is only a tool, the appropriate optimization of which will have an impact on the effectiveness of the sales team. It is work “on the handset” and sometimes subtle dependencies at the customer-consultant interface that lead to success, which is interest in a product or service. Therefore, the use of various soft sales techniques will really translate into the effectiveness of the work of a given telemarketer. Sales in a call center have its own rules. It is a specific type of contact in which only voice is used and the conversation is taken by surprise. To avoid the impression of an intrusive acquisition, there are a few basic rules that may seem obvious at first glance:
creating space for the client’s speech,
using difficult cases in everyday work,
spontaneous involvement in a conversation with the client.
The ability to listen to the customer is the key to discovering his needs. In the course of cyclical calls, the salesperson should be able to find the right moment to slow down with his message, allowing the interlocutor to express their opinion. The ability to listen is to remember the words of the client, which will be useful in further arguments. This is the best way to recognize your needs and match them with the best offer.
A difficult customer throwing the phone or making inappropriate remarks, which heralds a sales failure from the very beginning, is only seemingly lost time. Difficult, ineffective sales talks are perfect negotiation training, a real training ground for discreet persuasion and argument battles. This is an invaluable experience that will pay off when confronted with the assertive attitude of a more open client.
The nature of work “on the handset” is by definition based on the repetition of the planned scripts, action according to the plan and achievement of the assumed goals. However, deviating from the usual rule from the dialogue list and spontaneous exchange of opinions will create an impression of authenticity and reassure the interlocutor of the sincere intentions of the seller. If a diverse, spontaneous conversation is complemented by something as seemingly trivial as a smile, you can win the customer’s genuine sympathy.