Do you work in an inbound call center and specialize in selling products? No matter whether you sell food supplements, life insurance, kitchen tools, internet services or healthcare packages, this blog post will help you discover a few methods that will boost sales across the board.
#1 Sell the benefits of your product, not its features
When communicating with clients, don’t focus too much on the product’s description and technical parameters – the caller can easily find all that information online. Instead, focus on the benefits that will help the customer in their everyday life. Are you selling smoothie makers and your customer has no time to eat breakfast in the morning? Use this opportunity to show them that with your smoothie maker, they will have their breakfast ready in a few seconds.
#2 Be well-informed
Knowing everything there is to know about the product you sell is absolutely crucial. A question about the product’s characteristics should never take you by surprise. Yes, we said you shouldn’t focus on the description of parameters, but you should always be able to answer the caller’s questions. Are you selling an air fryer? Then you should know its advantages compared to a traditional fryer, what makes it better than competing products (or your older model) and how fast it can cook fries.
#3 Be professional, but don’t push too hard
Although your job is to sell products — and ideally, the call should end up with a customer purchasing your product — never put pressure on the client. A pressure strategy might work in some cases, but the client will not have a good feeling about his or her purchase, the product or the company you represent.
#4 Apply basic communication rules
- Always start the call right – don’t forget to say hello, introduce yourself and use the customer’s name.
- Be polite and courteous. Use the words please and thank you.
- Show your enthusiasm, but speak in a natural tone of voice and don’t sound theatrical. The customer should immediately feel that if they don’t hang up, they will benefit from the call.
- Don’t apologize for calling and "taking" the customer’s time – it’s your job. Instead of saying "I know you’re busy, but…", try "Could I have three minutes of your time…?"
- Have control over the call, be assertive, but never interrupt the customer and listen actively.
- Keep the conversation going and ask additional questions. Try to avoid brief answers, such as yes, no, maybe… If the customer is interested whether they can leave the house when the washing machine is on, instead of replying "yes", say that they can and tell them about the scheduled start feature which they can use when they need to leave the house.
- Be flexible. Don’t stick to the call script rigorously – adapt the conversation according to circumstances. During a call on non-stick pans, did the customer express interest in your set of knives? Use this opportunity to sell it to them. Does the customer seem bored? Maybe they are tired of listening or they have lost interest. Find out about their preferences and offer them an alternative.
#5 Be reliable
Would you buy an iron from a stranger on the street? Me neither. Show empathy and professionalism when you talk to your clients. If the customer feels that you’re reliable, they will have the same opinion about the product you’re selling.
#6 Know your clients
Adjust customer interactions based on the client’s specific needs. If you have access to the history of customer communications and orders, you can offer the caller products that might be really interesting for them. Learn how to assign customer types to each client and adjust your communication style and selling technique accordingly to make your calls more efficient.
#7 Find out why the deal wasn’t closed
Everything went according to the plan, but you still didn’t manage to close the deal? Find out why. Listen to the call recording, seek advice from more experienced colleagues or your boss and identify warning signals. In the future, this might help you prevent similar situations from happening.
Although it’s not always easy, it’s important that the caller sees that you’re friendly and professional. You can’t force anyone to buy what they don’t want, however, by using personalized approach and the right selling techniques, you can create a win-win situation – you will successfully close the deal and the customer will be satisfied with their new product.
If you’ve already gone to the trouble of forging a relationship with a customer, why not try and sell additional products or services to them? Because the hard work of establishing trust has already been done, these sorts of cross-selling opportunities can reap great rewards for your company.
Perhaps you initially attracted a customer to your business because they were in search of a quality fertilizer for their lawn. As time passes, and your fertilizer works its magic, that customer is going to need a quality lawn mower. That’s where your savvy sales agents come in, offering to your client the solution to all of their problems: a brand new, state-of-the-art lawn mower (with a loyalty discount, if that’s your style). Your client gets fresh cut grass, and you get a prime example of the power of cross selling.
#9 Minimize wait time
This one’s simple: the longer your customers are kept on hold, the more frustrating they’re likely to be and the more difficult it’ll be to do business with them. Placing an emphasis on efficiency in your sales agents’ work can help to reduce wait time. This means cutting down on unnecessary conversation whenever possible. Building rapport is important of course, but not at the cost of losing customers due to exorbitantly long caller queue times.
#10 Check in with your customers
Like any relationship, the bond between business and customer requires work to maintain. Think of it as a field that your sales agents need to till: they water the crop with regular customer check-ins and, every so often, bring in the harvest in the form of a resubscription or the sale of a new product. Just as the harvest requires the tilling, the sales won’t happen unless your agents work to maintain a positive relationship with their existing customers.