By Jeff Scherer, Associate Partner, Callbutton LLC — Our company provides dealers and manufacturers with the ability to record and listen to their inbound phone calls. As such, I have had the opportunity to listen to thousands of sales calls. It may surprise you (or maybe not) that the vast majority of salespeople handling the calls never ask for the caller’s name. They are, however, sure to mention their name with a quick proverbial “ask for Bill if you come in” before hanging up.
You probably would never think about writing a letter without addressing it to someone. Hopefully you would not omit someone’s name from an e-mail that you’re sending. Isn’t a phone call a much more personal channel of communication?
People love to hear their name. It makes them feel recognized, valued and shows that you are paying attention to them. They called your store for a reason. Typically they have questions about your product and they are seeking answers. Salespeople who just respond to the questions with answers and neglect to ask some questions back are missing the opportunity not only to qualify, but to establish rapport as well.
Several of our clients are in the business of training employees to be better on the phone. Listen to the two examples below and see which one you think provides a better customer experience:
It’s great to show that you’re knowledgeable on the product that they called in about, but as the saying goes: “people don’t care how much you know until they know how much you care.” Care enough on your next call to make sure you ask for the caller’s name and sprinkle in some probing questions of your own. When it comes time to invite them down to meet with you, you’ll find your appointment success ratio just went up astronomically!