Telephone: How do you do it?

[Tw Installations]

Hi Guys,

Just working on a Telephone script ( loose and not fixed in any way ) but the basic questions are there To help me get the most out of the incoming calls.

Here is my thoughts on the opening:


Firstly, when calls come in I think by asking for peoples details right away your breaking the flow of conversation, My thoughts are to make them feel comfortable first, build rapport, establish their needs, offer solutions and qualify them, if it ticks all the boxes then I will take their details last.

Now I will ask their name at the begining so I can use it throughout the call, But thats it.

I know when I phone up somewhere and the first thing they do is ask me my name, address, phone number, how I found out about them etc It kinda anoys me, I dont even know this person and their asking me all my details when all I really want to know is do they sell x, y, or z?

I know its crucial to get the details and marketing info, how does everybody else feel about taking the details at the end?

I understand there is the risk the customer gets cut off or has to get off the phone quickly, Dont think its ever happened to me so I'd be willing to take the chance on this scenario.

Thanks
Tommy

[Matt1959]

different ways for different people I suspect. I would never ever ask someones name up front, not a chance;) If I as a tradesperson get an enquiry, the main thing I do is listen, listen and listen and in listening if the person ringing needs a careful nudge to keep the conversation flow going, I do that. Within 2 minutes of conversation you usually get a feel for the type of person you're dealing with and can then add to the conversation in a way that helps both of you. I make sure I get key pointers across in the call but in no way is it a sales pitch. At all times I inject humour carefully and subtley and try and establish a raport with the caller - I want them to think "he was a nice bloke" after they put the phone down.At the end of the call, I rarely take a name unless its obvious its being offered, if they want me, they will ring again.

above probrbaly all wrong but it works for me:)

[telemax]

Hi Tommy

The very first question to ask, is to say " Just in case we get cut off you're phone number is?

Then "what can we do for you"? or How can we help you? Let the customer do the talking after all they have called you.

When you need to ask questions make sure they are designed to get more than a yes or a no answer eg rather than "have you ever brought something similar before?" you could say "What similar purchases have you made in the in the past? "

This way you can get the maximum information from your prospect with you doing a minimal amount of talking.

Jonathan

[Gillie]

You have two ears and one mouth - use them in proportion and you will gain lots of clients - talk to much and they won't come back!

Nothing worse than a hard sell to make someone switch off!

[Matt1959]

Hi Tommy

The very first question to ask, is to say " Just in case we get cut off you're phone number is?



I'm sorry I just do not agree with this if this is broad brush advice for people flogging trades, kitchens etc. If someone asks me for my number "in case we get cut off" I know its because they want my number not becuase I might be cut off and it puts me on the defensive - hardly the best way to start a conversation!

[wayney]

I agree with what the other members here have said, apply the 80/20 rule, let your prospect or customer talk most of the time(80%), and you listen and talk 20% of the time.

[Bri]

Yeah I think the tele sales do have a script which is universal, it works for them, BT do it, take your number, cut you off and dont call you back.

Mine is an amalgmam of all the above, I change it to suit the situation. The callers generally introduce themselves really, ask how you can help them, listen and when required answer their query using their name. it personalises things and tells them youve actually listened from the outset.I aways ask it would be mutually benficial if we met to discuss it further, then thats the time to gather the contact details. Then at the end of the call if I remember politely ask how they heard of us.

[G. Lasagne]

The customer will tell you what they want, i.e my boiler not working can you have a look?

I the ask what the problem is, to, give me an idea of what the job entails, i then ask for the area, and then details to book them in, i.e phone number,name and address and where they found my number.

I dont think you can miss any of these out.

Name - who are you talking too, it may be a past customer?
Address- you need to know where your going
telephone number - what happens if your running late or have to cancel?
where they heard of us - how do you know what advertising is working?

I also ask if they have used us before.

[Tej]

I also ask if they have used us before.

Shouldn't you have that info in your database already? From the name and address particulars?

I know that if I got a job order for a particular site where we have worked before ( even going back 5 years).. I could pull all the info within 20 secs:)

[G. Lasagne]

Shouldn't you have that info in your database already? From the name and address particulars?

I know that if I got a job order for a particular site where we have worked before ( even going back 5 years).. I could pull all the info within 20 secs:)

No not when im half way down the A1 ;)

[Tej]

LOL.. enjoyed that:)

[david poole]

to the telemarketing company who said this...

The very first question to ask, is to say " Just in case we get cut off you're phone number is?

have you not just phoned the client?

I am succesful with cold calling and have built a lot of business this way.
I start like this...

1) Introduce myself
2) ask if it is convenient to talk right now
if it is - state your reason to call and ask them an open question.
If they say no - ask when it is good to call back

To receive a cold call is annoying - be different to everyone else by being polite, and professional. THis way you will get people saying no thanks. That is perfectly fine, but leave the call with the opportunity of being able to call back.

Finally have just one objective -
1) to make a sale
2) make an appointment
3) send promotional literature

Best wishes
David

[david poole]

please accept my apologies -
I now underdstand this is for incoming calls and therefore to ask for their number is a good idea.

However it would not be my first question.
Ask them what the enquiry is about...

the person wants to talk then let them. They will stay on the line and will onlyput the phone down if they dont like what they here.
If you get cut off through loss of signal etc, they'll phone you back...

best wishes
david