Do you know the value of a phone call? The best is answer is the highest dollar product you sell multiplied by the average quantity purchased by any given caller. So, if your average product costs $100 and your average caller purchases four of them, you could potentially be losing $400 with every dropped phone call or impatient prospect. Every phone call should be seen as an opportunity to earn $400. However, there are hidden values and costs as well. A prospect may love your product and refer it to 10 people, who in turn, purchase five products a piece for a combined total of $5,000 of sold product. Knowing this, what is the opportunity cost of losing any caller to inadequate customer service? Ultimately, any phone call is priceless. So, prepare your employees by equipping them with good customer service training - specifically, good call center training.
Sell with PURPOSE! The best call center training tells us that the first thing we must ask ourselves when we pick up the telephone is what are we selling on the call and why. Very often, I will hear sales rep's selling product, giving away all their features and benefits when really they should be focused on andquot;selling the appointment.andquot; After your greeting, have a andquot;purpose to your call.andquot; According to call center training research, most people lose interest within mere seconds if not given some sort of explanation that holds their attention. And doing this is simply polite and considered good customer service training. Simply begin, andquot;Hello, the purpose of my call isandquot;
Have some sizzle in your pitch, a big fat claim. This is typically called a 30 second commercial, which is approximately 16-20 words, and it has to be compelling enough that they want to see you. In other words, start out andquot;The purpose of my call today is to ask the opportunity to show you our new product that does this and that and saves you such and such.andquot; This is precisely that sort of advice you can expect to hear during any call center training workshop, and it usually makes the difference between a good business model and a bad one. You need only pique their interest. Of course, you'll find this difficult without a good product, so that's first and foremost. Next you'll need to supplement it with excellent customer service which comes only through rigorous customer service training.
Finish the call using an Alternate Choice Close. When requesting an appointment, call center training tells us it's best to offer alternative times, i.e., andquot;Are mornings or afternoons usually better for you? What's better Wednesday at 9am or Thursday at 3pm?andquot; This trick puts you in control of the call while offering options that prevent the andquot;I'm too busyandquot; Whatever you do, do not limit their choices. However, presenting too few choices can scare them off as well. Present a few options, then say something like andquot;If neither of those times work for you, is there a better day?andquot; Customer service training from professionals will help your employees present your company in the best possible light by using these time-tested techniques.
Defer the Objection and be prepared for resistance: Know how to handle objections and tell them you will take that into consideration when you get together. The prospect will give you answers to questions you did not ask! Call center training experts agree that the best way to handle objections is to present options and, in a sense, make assumptions. You are not asking for a meeting. You are assuming that you will have a meeting, and you'd like to when is best. Again, this technique follows from what most experts agree is the best way to defer objections and ultimately get the most out of the customer service training you have spent potentially hundreds if not thousands on, during on-site training. Your statement might be something like, andquot;I understand your concern, other clients use the same system you have, and I will take that into consideration, (name) when we get together, when would be a good time to get together, Thursday at ___ or_____?andquot;
Also, know what kind of aura you give off during a call. Good customer service training would have us sound professional and poised. Remember the caller's first name, surname and any nickname they like to be called. Don't forget to take good care of your throat. Call center training experts agree that regular phone usage at work and home can damage the neck, so exercise your neck regularly. Drink water with no ice, (as cold water can constrict the vocal chords), breath from your diaphragm, avoid dairy and heavy meals before calling, and most importantly, be sure to smile. Be positive and speak tad louder than normal, more clearly and a bit faster. Prospects will welcome enthusiasm, energy and positivity.
Call center training pro's also know that you have to get andquot;toandquot; Gatekeepers, not around them. You need to be their best friend. Get their name. Ask for them on any follow up calls. Develop a rapport if appropriate, and ask their permission to speak with any higher-ups. If you leave a good impression, they can open doors you never could. And with any luck, they'll recommend you to their bosses for future projects. Follow these customer service training tips and trucks and make your call to close ratio skyrocket.

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