It’s Thursday afternoon and your telephone rings. As a professional agent for inbound calls, you know that this is your chance to turn the caller into a future client. But how can you reach even better results and become more effective? Here are six tips which help you to make the most out of your inbound calls.
1. Find out who is calling
Often, inbound calls start with a question about a specific detail of your service or with a complaint. Independently of your profession, you should know how to deal with service requests from any background. After the first seconds, you should know if the person who is calling dialed the right number of if you need to reconnect her with a colleague. If you are the right person to help the caller, try to find out with whom you talk. What’s the name of the person? For which company does she work? Which age and background does the caller have? The more you know about the person, the easier it will be to answer the call accordingly.
2. Try to understand the request
Unfortunately, most inbound callers do not want to know where they can buy your product. It would be awesome if you just had to send the bill, but very often it is your job to turn the potential client into a lead first. To do that, you should find out why exactly the person calls. In case that there is a technical problem, you should immediately help to fix it. Don’t connect the person with somebody from your technical team and let them do the rest. Make sure to show your interest in solving the caller’s problem. If you are lucky, the person already knows a little bit about your product and has some interest in becoming a customer. In this case, you should immediately go deeper into the conversation.
3. Build a bridge to the caller’s use case
If somebody calls you to learn more about your product, there is definitely a reason for that. Find out for what scenario your product should be used. It does not make any sense to sell the product with your standard pitch. The caller can read that on your website as well. You should be able to find out which problem the caller has and build a bridge to your solution.
4. Show the caller more information
Even though the caller already knows a little bit about your business, it is crucial to dive deeper during the call. In best case, you should add visual information to the call. Showing visual material during the call will multiply your chances to turn the caller into a lead. How? Simply ask your caller to go to beamium.com and enter a presentation ID. Immediately, you can broadcast your document (which you uploaded beforehand) live to the caller. He will see on his own notebook, tablet or smartphone always the same slide as you present. Moreover, he can directly write you questions or feedback during as well as after the call through the digital handout of Beamium. The great analytics of the tool help you to track the viewer’s interactions after the call.
5. Exchange contact details
It is important that the call represents the beginning of your relationship with the caller. Don’t forget to share your contact details and to write down the caller’s name and email address (if you haven’t already gotten it through Beamium).
Finally, the last seconds of the talk are your chance to thank the caller again for taking the time and to arrange a follow-up call. Make sure that you clearly focus on a specific date so that both of you know that there will be another chance to get deeper into the conversation. After the call, you should summarize the conversation and highlight the importance of the next talk in a small email to the caller.
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