When your business is running based on your phone calls, it’s important to learn how to get good at them. It’s a talent in and of itself with customer satisfaction being highly based on their phone call interactions with your company.
While email is easy to hide behind and you don’t always get the chance to meet with your customers one-on- one, it’s important to learn some techniques to improve your phone call interactions with new and existing customers. It’s one way you build a customer relationship and it’s a way to build your business relationships too. Here is a look at how to get good at phone calls to improve your business success.
Get yourself Prepared
It’s important to start by getting prepared by taking steps like writing things down before you take a call. Sketch out what topics you want to talk about, what points you need to make and what questions you need to ask. Then, you can more easily take notes of what your customer’s response is in order to take action after the call.
Sometimes you may need to just start the phone call by opening with banter. Rather than to open with a heavy topic or start questioning your customer, it may ease the tension and make your customer more comfortable to open with some banter about the weather. It may soften your customers to allow you to start your sales pitch after you’ve built a quick connection.
If the rapport isn’t working, switch to business mode immediately rather than to make your customer uncomfortable. In most cases, you’ll find that your customers will start empathizing with you in the sales pitch when you’ve established an initial connection.
Be Clear with your Sales Pitch
Sometimes customers may feel confused by what someone is calling them for with a sales pitch. It’s important to be explicit and don’t expect your customer to read your mind. Be direct and ask specific questions such as “the reason I am calling is that I was wondering if you were available to stop in to see the latest model of our product line.”
Don’t make it a One-sided Phone Call
It’s important to make sure you are not having a monologue and talking at your customer. Keep it an open dialogue in which you listen to your customer’s questions and concerns and you respond accordingly. Take time to pause to ask for feedback from your customer.
Understand the Relationship
In the past, you may have failed at a phone call because you didn’t understand the relationship. Know the relationship by not asking for big favors from a new relationship. Focus on building quality relationships in order to enhance your networking skills and know where you stand in various relationships.
Make sure you understand the importance of timelines and that not everything has to fit into one single conversation. Build a long-term relationship by being patient and persistent and you won’t feel obligated to overwhelm your customer with too much information in one call. Keep in mind that you should keep phone calls short because your customers are busy. Build a relationship so that you can call in the future about new products and services or renewing a contract.
Try these tips to get really good at phone calls, improve business and build more customer relationships.