Our client realized a 30% increase in sales since putting Market Viewpoint’s training and customer service procedures in place – to reach out to warm leads with a greater sense of awareness and compassion.
Mystery shopping companies can solve unique problems for their clients. For instance, a client called me to come in and assess their sales call center. The department handled warm leads for the company that were generated by postcard campaigns conducted throughout the year. Morale was down, and so was productivity – not to mention the sales closing ratio.
If interested in the company’s product, prospects were instructed to check off a box on the postcard and mail it back to the company. For a telesales professional, there’s nothing sweeter than a warm lead. One might imagine that this environment was perfect for closing sales, but it wasn’t the case, and that is why we were called in.
After a series of mystery shops and focused interviews with the employees and customers of our client’s call center, what we discovered was that – despite the fact that leads were being generated for these sales professionals – they weren’t getting a very warm reception when they phoned to follow-up on the prospects’ interest. This was impacting morale and in turn causing a decline in sales.
When called, prospects were being caught off guard.
- Some had forgotten that they filled out the postcard and had to be reminded;
- Others had obvious distractions they were dealing with; and
- Some were downright rude to the call center employees.
One of the pieces of advice that we shared with employees in follow-up training sessions was simple: When reaching out to clients or prospects by phone, be compassionate and sensitive to what may be going on in their environment. It may not be a good time for them to have a conversation. Providing excellent customer service takes this into account.
[tweetthis]When reaching out to prospects by phone, be sensitive to what may be going on in their environment.[/tweetthis]
A few things to consider when reaching out to warm leads or when making cold calls:
- Ask if this is a good time, and if not, schedule a follow-up call.
- Be aware of what’s happening in the background of the prospect’s environment. Are they in the car? Then it’s surely not a good time to chat. Do you hear screaming kids in the background? Then you are probably not going to be getting their undivided attention.
- Know that prospects are not waiting by the phone for you to call, and that’s okay. Get your creative juices flowing to figure out ways to draw them into engaging conversation.
- Recognize that your call is a distraction in what is probably a very busy day. They are just like you this way.
How do you handle getting a rude reception or the brush off from a prospect or client when you reach out to them by phone?
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