Our challenge as the business owner/sales person answering the telephone, is to build rapport with the caller, quickly and easily.
In most cases, the caller has been told something about you and your product or service. It is your job to find out exactly what they are calling about without asking that question directly. Most businesses have a number of products or services that they offer. Talking about all of your products and services to the caller may be a waste of time, if they have only one particular interest they are inquiring about. How can you find out why they are specifically calling?
Here is a question you can ask that will give you a clear indication of what product a caller is interested in, or what problem a caller wants you to solve with your service.
"What was it about the brochure (or business card, ad, promotional material, etc.) that attracted your attention?" or "What was it that Betty (the person who referred you to the caller) said that made you decide to call?"
The person's answer to this question will reveal what their problem or need is. Your job here is to listen. Listen 80% of the time and ask good questions the other 20% of the time.
Once you have heard why the person is calling, you can then direct your attention to solving their problem. This will maximize your time with them and increase you chances of a successful sale.
Practice this with a colleague and see and feel how natural this question can be for you.
Michael Losier, a Law of Attraction Trainer and author, supports people in understanding and practicing the Art of Deliberate Attraction, so they can have more of what they want and less of what they don't. Michael has been applying the principles of Law of Attraction for many years and enjoys a wonderful and rewarding life in the city of Victoria, BC, Canada. He facilitates a number of in-person Law of Attraction seminars as well as Teleseminars to a worldwide audience.
For more articles by Michael Losier, Teleclass information or to purchase the book, Law of Attraction, The Science of Attracting More of What You Want and Less of What You Don't, visit http://www.LawOfAttractionBook.com.
What is one of the greatest ways to add value... Read More
Why is it that Microsoft wants you to buy its... Read More
Listening to complaints, whether they're reasonable or not, is a... Read More
There is a widely accepted principle of human behavior that... Read More
One of my classes in management focused on the repeat... Read More
If you were a customer on the telephone with a... Read More
Every business loses customers, but not many do much about... Read More
Many organizations tackle to the issue of customer service by... Read More
One of the mantras we hear repeatedly in business is... Read More
Dr. Michael LeBoeuf, in his cassette album entitled, Win... Read More
Over promising is a problem only when you under deliver.... Read More
With the growing number of people in every business sector,... Read More
As an entrepreneur, I'm always intrigued by small businesses, home-based... Read More
Do you know you can open, answer, close and report... Read More
Do you remember the last time you went into a... Read More
Customer Loyalty, we all want it. Don't we?Some people say... Read More
If you're a pet owner, you know the stress of... Read More
Have you ever walked into a store and things looked... Read More
There are two kinds of customer service we all experience... Read More
Recognize metaphors from every angle and round up more insight... Read More
Remember trading stamps? If you're over 40, chances are you... Read More
It may come as a surprise to you to discover... Read More
However, in the world of business, this cliché may not... Read More
In this day of terrible customer service, it should come... Read More
In order to maintain a successful business, the business must... Read More
In any business our customers are one of our most... Read More
If you're a regular reader of my column you know... Read More
Is your restaurant, bar or hotel clean? I mean really... Read More
Newsletters can be wonderful tools for communicating with your customers... Read More
Can we be too good to our customers?... Read More
Customer service is increasingly seen as one of the most... Read More
Bad customer service is everywhere these days - unmanned front... Read More
We, as small business people, naturally dislike complaints from our... Read More
May people these days have a problem with mounting debt.... Read More
Why bother? Good customer service is the life blood of... Read More
It is important to remember that the customer doesn't necessarily... Read More
1. Tis the SeasonRecognize that everyone is frazzled during the... Read More
It's a salesperson's worst nightmare- the phone call that comes... Read More
"Right, People. Let's blast out that mail campaign we've been... Read More
Over the last month, I have come to hate emails... Read More
When was the last time you received a handwritten note... Read More
One of the basics of acting taught to me in... Read More
Customer Service is a blessing and a curse; a blessing... Read More
The latest report from the American Customer Satisfaction Index (Michigan... Read More
Over promising is a problem only when you under deliver.... Read More
Customer retention is vital to a business. If you cannot... Read More
Two situations, two perfectly acceptable experiences, but in one case,... Read More
Millions of people, just like you, end up with a... Read More
Why is it that Microsoft wants you to buy its... Read More
However, in the world of business, this cliché may not... Read More
Newsletters can be wonderful tools for communicating with your customers... Read More
Unless you are brand new to business, or have been... Read More
With all of the calendars and PDA's and lists I... Read More
One of the most important questions people ask when they... Read More
What is one of the greatest ways to add value... Read More
A client recently said to me: "Most days things seem... Read More
1. It's all about the customer. Some companies focus too... Read More
Every customer looks for 3 special benefits when they do... Read More
Good customer service just isn't enough anymore in the marketplace... Read More
Customers put you in business, keep you in business, and... Read More
You probably realise how the wrong tone of voice and... Read More
The most important aspect of a successful business is developing... Read More
Every time my firm conducts communication skills training, we know... Read More
If you're a pet owner, you know the stress of... Read More
Some businesses have slow paying customers or past due balances... Read More
What do your customers experience when they interact with your... Read More
Customer Service |