For some call center agents, the phone ringing can trigger feelings of dread, especially if they are expected to make a certain quota of sales each week and they aren’t near it. In such a case, this can fill them with fear as they put extra pressure on themselves to make the sale. This, in turn, can lead to an agent making a mistake that may just cost your organization a potential long-term customer or healthy commission.
As the leading provider of outsourced call center services, 3C Contact Services Inc. has developed strategies to ensure that our partners’ agents will always close a sale with a customer and will stop feeling fear every time the phone rings.
Here are just a few of the strategies your representatives can use to close a sale with any customer:
Do you fully understand what they need? :
A customer may choose not to purchase the product or service you are selling because you don’t fully understand what they are looking for. Take the time to let them speak and really listen to that they are looking for. From there, you can best recommend the product or service that is ideally suited to their needs.
If you don’t understand the benefits of what you’re selling, how can they? :
It goes without saying that you should have an intimate knowledge of your organization’s products and services. After all, if you don’t understand how it works and the benefits, how can you effectively sell your customers on it? Take the time to learn everything you can about whatever you are selling and use it yourself if possible. If the customer hears that you yourself use the product or service, this goes a long way to building trust.
Who is doing all the talking? :
If a customer is dominating a conversation, it may not give you the chance to actually sell your company’s products or services. Alternately, if you don’t give them the chance to ask any questions they may have, they may not have a full understanding of the benefits. There are times when it’s best to listen and others when it’s best to diplomatically interrupt.
Most importantly, be confident when dealing with a customer. Most of the time, your customers will be friendly, but you may receive a call from a difficult customer and you know what they say about how certain people can smell weakness. 3C Contact Services Inc. believes that if you’re confident and assertive in dealing with a customer and won’t allow yourself to be bullied, this will usually cause them to back down.