Converting Calls to Customers

Prepared by

Melanie Lynch

Training Consultant

No. of slides: 22Prepared from Telestra Corporation Limited’s Tips on Converting Calls to Customers

Your Voice is You

• Every time you make or receive a telephone call at work, you are representing yourself and your department

• The impression you create will be a lasting one

• Make sure your voice and mannerism reflect that you are alert and at your best!

Be prepared for the call

• Always be prepared to talk to a customer when you pick up the phone

• Have a pad and pencil and relevant information at hand

Be prepared for the call

• Keep price lists, timetables, product information, and customer tracking forms right by the phone

• Be ready to make a sale, answer questions, or refer on

Answering the call

• Answer the phone by the 3rd ring

• Answer with enthusiasm

• Good Morning/Afternoon Mt Gravatt Training Centre. This is Alicia. How may I help you?

Answering the call

• Write down the caller’s name and use it early in the conversation

• If you have to transfer a call, always explain why and to whom the caller is being transferred

Listen carefully

• Really think about the customer’s needs

• Be an active listener and do not interrupt

• Show genuine interest

• Concentrate

• Listen

• Do one thing at a time

• Keep an open mind

Add personality to your voice

• Enthusiasm stems not only from what you say, but the manner in which you say it

• Your voice will seem warmer and more coherent if you concentrate on what you’re saying

• Speak clearly and pleasantly

• Put a smile in your voice

Identify your customer’s needs

• Ask the caller questions

• Think of every call as not only a potential customer, but as a way of finding out what your customers like and dislike

Use Open Ended Questions

• Use “open ended” questions which will get your caller to open up more about their needs, for eg. “Can you tell me about your current employment situation?”

• “Open ended” questions elicit more than a “yes”, “no”, “maybe” answer and lets the caller express their needs

Telephone Tips

• If you have to put a caller on hold, ask them first, if they mind holding

• Make sure you press the “hold” button so they are not overhearing conversations in the office

• Check back with them every 30 seconds and ask if they would like to continue to hold

• This lets them know that they have not been forgotten

Telephone Tips

• Speak clearly and slowly when you answer a business telephone

• Do not slur or mumble your words

• Speak with confidence so the person on the other end has the feeling that you know what you are doing

• Remember your manners too

Use effective sales techniques

1. Give customers the facts– Don’t assume customers already have all

the information they need– State the benefits the customer will gain

through buying our products and services– Use vivid descriptions of our products

and services and explain how people will benefit from them

Use effective sales techniques

2. Keep it simple– Use familiar phrases and uncomplicated

sentences

– Avoid technical words and slang

– Be descriptive

– Be specific

Use effective sales techniques

3. Help the customer by– Making helpful suggestions

– Mentioning other services that you feel might better meet the customer’s needs

– Making sure you mention any special offers and other services

Anticipate your customer’s concerns

• Don’t worry if a caller raises a concern during the conversation – this often means the customer is ready to buy

• Expressed concerns are normally questions in disguise

Anticipate your customer’s concerns

• Put a list together of our organisation’s strengths, weaknesses and frequently asked questions about its products and services

• Be careful not to upset your customers, you may win the argument but lose the sale

Make it easy to buy

• You can be subtle in helping a customer to buy without getting into a high-pressure sales situation

• You can reassure the customer about the service (eg. qualified trainers, self-paced allows you to learn at your own pace, or teacher-directed allows you to learn with team support)

Confirm the information

• Confirm all essential details of the conversation with the customer

• Always end on a friendly note – “Thank you for calling”– “If you have any questions, please call me”

• Always make sure people have your name and phone no. so they can call back

• Let your caller hang up first

Monitor customer enquiries

• How to measure the effectiveness of advertising– Ask callers where they found your phone

number, and keep a record of how many people are responding to advertising

– Also be sure to ask clients who walk through the door how they found you

Finally

• Please put what you have learned into practice

• Be confident that you have the skills to attract and keep customers

• View this training slide show often to remind yourself of best quality telephone practice

Confirm this training

• Please send an email to me to confirm that you have undertaken this training presentation

• If you have any comments or suggestions please include them in the email

• Thank you for undertaking this trainingMelanie Lynch

Training ConsultantUpdated 30.06.02