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by Adriana Galgano | |||||||||||||||||||||||||||||||||
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The telephone is an important tool for the development of sales. When it is used correctly, this is true, but the telephone can also be a very dangerous weapon to dissuade customers from beginning a business relationship with a company. Here is an example of what can happen. I was interested in buying a laptop to give as a present, I browsed some websites to get information and realized that it is very difficult to find a way through the wide range of offers on the Internet. I decided to call two companies by dialing their customer service number. I asked the two operators the same question: “I would like to know which is the lightest laptop you have? The first one, after a long research, answered: "The lightest model we have is **** It weights 3 kilos." She didn’t ask me anything else and since she spent so long answering my first question, I thanked her and politely said goodbye. The second operator, faster and more proactive, said: "We have a model that weights one and a half kilos." Interested, I asked her: "Good! And what are its features?‘" She willingly answered: "I'll read them for you, operating system..., network interface card …, dvd … " in 15 seconds she reads the entire brochure content (I suppose). Since the computer is what I was looking for, even though my interlocutor didn’t involve me in the conversation, I asked her: Is the dvd external or internal?” She puts me on hold for a few seconds, then she answers: “External” "Ah – I comment – that’s why it is so light." She did not say a word. At this point, since I was making a long distance call and my interlocutor didn’t seem to be interested or able to give me any support, I thought: "Do I have enough time to get the information I need to choose the right computer or is it better to think about another present?" A bad customer relationship over the phone can not only dissuade the customer from purchasing from that company but also demotivate his purchase decision. To maximize your sales over the phone it is necessary to have skilled operators prepared to discover the customer’s requirements by posing him questions. If phone operators concentrate only on giving fast answers, you will certainly decrease your telephone call time and bill, but you will also lose customers and earnings! Make your sales soar. Attend our courses: How to comunicate and sell over the phone Tecniques and psychology to arrange an appointment over the phone. |
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Adriana Galgano is an
Ottantaventi senior partner, instructor in Italy and abroad for companies of National and International importance. 
