NetForum - Message Replies

Forum: Idea Exchange

Topic: What Would YOU Do?

Posted by: Shaun Mudd
Date posted: Mon Feb 16 7:21:50 EST 1998
Subject: New Business Development
Message:
Looking for information on increasing showed appointments over the phone, are their any suggestions.

Michael Hargrove Subject: new business development
Reply Posted by: (mhargrove@bluinc.com )
Date Posted: Mon Feb 16 7:35:10 EST 1998
Message:
First off, we need to remember that about 88% of our message is conveyed through our tone , tempo, volume, empathy, and confidence in our voices and only 12% by the words we use. Our customers are looking for someone they can trust. Being (and therefore sounding) empathetic and confident makes a huge difference.

Having preplanned, WELL REHEARSED strategies beforehand will allow us to be both, confident and empathetic. When we know what to say we can start to work on how to say it (the latter being what really influences someone over the phone).

The only effective way to get them in is to make it to our customer's advantage to actually come to see us.

The vast majority of callers are seeking one of two things: info on pricing (especially if we deal in a negotiated priced product) or info on availability. If we give them pricing info over the phone (which is really impossible if prices are negotiated), they no longer have a reason to see us and, 9 times out of 10, they'll reward us by simply calling our competition next.

If we give them availablility info over the phone, we may deny them the chance of finding something in our inventory that actually better suits their needs, or if we have what they think they're looking for and tell them so, they'll immediately ask us pricing info (which leads us to the age-old sales pitfall of discussing money before building value) and, 9 times out of 10, they'll reward us by simply calling our competition next.

We need to convey to them that it is actually to their advantage to COME IN to get all the information they require to make an intelligent decision. It usually is by the way! We also must convey to them that they'll get everything they need without the usual hassels they have had in the past with incompetent sales reps. When we sound competent, caring, and easy to work with our appointments that show ratios will improve.

There are many different strategies and word tracks on dealing with incoming phone calls out there. We have some at BLU, Inc., just e-mail me with land or fax addresses, and we'll send some out to you.

Another good, or very possibly better source (better in my humble opinion anyway) is a phone trainer out of San Diego, Ca. His name is Alan Ram and you can reach his office at (619) 280-8007.

Having said that, I bet your employer already has in their possession phone strategies that have worked for them in the past. Ask them first.

Any other ideas or opinions?

Bottom Line Underwriters, Inc.
Toll Free: 1-888-My Success
Fax: (503) 638-0602
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E-mail: editor@bluinc.com

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