Why should you worry about whether or not a customer is engaged on the phone?
You may think your job is to get information to the customer, act professionally, and get the ticket closed. However, engaging your customer on the phone is the best way to increase your odds of getting a sale and securing a loyal customer. It’s in your best interest to make sure every caller is engaged!
Engage (verb) : to participate or become involved with; to establish a meaningful contact or connection with
A potential customer needs to stay engaged throughout the entire sales process to guarantee they’ll contact you in the future when their needs change. Even if a caller doesn’t have an immediate need for your services, they’ll refer your company to friends and family if you engage them well on the phone.
Here’s a look at 5 easy ways to better engage your customers on the phone and why it’s so important to ensure positive customer engagement during the call.
5 Easy Ways to Better Engage Customers on the Phone
1. Show genuine interest in your customer
If you show genuine interest in your customer, they will feel a stronger connection to you and the company you represent. Giving your customer information that is helpful to their specific situation is a great way to show that you are interested in their needs.
It’s important to show sincere enthusiasm during a phone call to better engage customers on the phone. Believe in your product and explain why your product is serving a noble purpose.
Be sure to make the conversation a two-way street! You want to show your eagerness and enthusiasm, but you also want to give your customer a chance to get a word in. Listen more often than you speak to your customer on the phone and on social media.
2. Avoid tricks and gimmicks
The best way to meet your potential customers’ needs is to personalize the experience for them instead of promoting your services and products. Steer clear of tricks and gimmicks to better engage customers on the phone.
Without telling you, your customer is wondering how your product or service would better their life and why your business is a better fit for them than the competition. Show them how your services align with their concerns and stage in the buying process.
Don’t try to fool your customer. Abraham Lincoln said, “You can fool all the people some of the time, and some of the people all the time, but you cannot fool all the people all the time.”
If you’re relying on tricks and gimmicks to win customers and engage them over the phone, people will eventually doubt your trustworthiness and your reputation will take a hit. Trust is essential to close sales and win loyal customers.
3. Communicate clearly and follow up
Make sure your conversations with customers are using clear language and honesty. Apologize when a mistake occurs and be empathetic to the customer’s situation. Don’t use an auto-response with your customer despite the low price and ease of use – you’ll pay for it in the drop in customer engagement.
Invest in a real person to contact your customers initially, make the follow-up phone calls, respond to emails, and run your social media accounts. This will ensure you’re doing what you can to better engage customers on the phone.
4. Engage your employees
If you expect to have engaged customers, you have to start with engaged employees–no exceptions. This might mean staff changes need to take place, and if so, that’s okay. Your employees attitudes and level of job engagement are critical in ensuring your customers respond positively.
Don’t let your employees become bored and detached at work. Keep everyone on their toes, encourage continual skill building and training, and keep remote employees connected to engage your employees better.
5. Listen, smile, and take notes
You should not only listen well during conversations with customers, but also take notes. Your customer will appreciate when you show that you’ve remembered a detail or two about them and bring it up later in a conversation.
Politely comment on a detail they’ve shared, whether about their spouse, kids or employment. Be sure to keep a smile on your face during the conversation because they will be able to hear the positive inflection smiling brings to your voice. Remain positive and always avoid being aggressive.
Finally, if you want to better engage customers on the phone, be patient with your customers. If you want to connect with your customers in a meaningful way, listening, honesty, conveying positive attitudes, following up, and taking notes are the best ways to engage your customers in an effective way.
What suggestions would you add to the list?
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