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Finding Out Why a Potential Customer is Calling On You
Our challenge as the business owner/sales person answering the telephone, is to build rapport with the caller, quickly and easily.
In most cases, the caller has been told something about you and your product or service. It is your job to find out exactly what they are calling about without asking that question directly. Most businesses have a number of products or services that they offer. Talking about all of your products and services to the caller may be a waste of time, if they have only one particular interest they are inquiring about. How can you find out why they are specifically calling?
Here is a question you can ask that will give you a clear indication of what product a caller is interested in, or what problem a caller wants you to solve with your service.
"What was it about the brochure (or business card, ad, promotional material, etc.) that attracted your attention?" or "What was it that Betty (the person who referred you to the caller) said that made you decide to call?"
The person's answer to this question will reveal what their problem or need is. Your job here is to listen. Listen 80% of the time and ask good questions the other 20% of the time.
Once you have heard why the person is calling, you can then direct your attention to solving their problem. This will maximize your time with them and increase you chances of a successful sale.
Practice this with a colleague and see and feel how natural this question can be for you.
Michael Losier, a Law of Attraction Trainer and author, supports people in understanding and practicing the Art of Deliberate Attraction, so they can have more of what they want and less of what they don't. Michael has been applying the principles of Law of Attraction for many years and enjoys a wonderful and rewarding life in the city of Victoria, BC, Canada. He facilitates a number of in-person Law of Attraction seminars as well as Teleseminars to a worldwide audience.
For more articles by Michael Losier, Teleclass information or to purchase the book, Law of Attraction, The Science of Attracting More of What You Want and Less of What You Don't, visit http://www.LawOfAttractionBook.com.
Customer Service - Google News
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Customers Who Rave About You and Your Service
According to customer service studies by marketing gurus of the world, here are the following qualities, which must be present in your life and your business in order to develop raving fan customers who are not just satisfied but completely loyal to you over the long haul.1.
Accountants / Lawyers Do Yourself a Favor - What do Your Customers Want?
In my day to day practice in strategic human resource management I often come across customers looking for a 'good' accountant or 'good lawyer'. As an accountant myself the common thread for a 'good acountant or lawyer' seems to be 'I want someone who can explain things in plain english without the jargon'.
Handling Customer Complaints
Even the best business will receive an occasional customer complaint. Knowing how to resolve these complaints will help you gain loyal customers who will then refer others to your business.
Customer Service Tips - Is Your Business A Leaky Bucket?
Customer service and customer service training are vital for any business.But, is your business a leaky bucket?This is a question I always ask small business owners who attend my marketing seminars.
Does Your Customer Talk Back To You?
What is your customer saying about you? Do you really know? Does your customer really know who you are?If you don't know what your customer thinks about you, your business, your product and your services, then you might as well close shop!A customer is the lifeblood of every business and you must always strive to be in tune with what your customer thinks and how they feel. Don't leave your customers unattended and in the dark.
What Every Manager Should Know About Seeing the World from Where the Customer Is Standing
It is important to remember that the customer doesn't necessarily see things in the same way we do. This point was brought home to me one day while I was shopping with my daughter, Stefanie, who was two years old at the time.
Make An Action Plan To Improve Customer Service
Customer Service is a critical factor for keeping your clients coming back and ensuring they'll refer you to others. Growing your business will be a difficult task at best if you don't perform, meet and exceed your client's expectations, and provide service that creates customers for life.
5 Golden Online/Offline Business Rules To LIVE Or DIE By
Whether online or off, if you plan on running or maintaining any type of credibility within your business, there are some guidelines that are safe to say any existing or potential customer expects if they are to do immediate or future business with you.As an online entrepreneur for over 3 years I have found that even though I don't have the pleasure of meeting face-to-face with my customers, ones perception of you and your business can be viewed as good or bad all depending on the way you handle questions or comments posted by people interested in your product.
Loyal Customers Take Commitment
In today's competitive world of retail, many stores are implementing external marketing programs designed to attract new business.Unfortunately, the cost can be very high with little return on investment.
Profit from a Customer Service Recovery Program
A client recently said to me: "Most days things seem to run smoothly; but whenever we have a customer complaint, we seem to collapse. Where are we going wrong?"How you handle and solve customer concerns and complaints is a measure of your standing in the "excellent", "bad", or "mediocre" category of customer service.
Develop Loyal Customers for a Lifetime - part 1 (1 - 10)
Traditional marketing strategies encourage business owners to continually grow their businesses by adding new customers. In today's competitive world of business, it is more important than ever to aim for more transactions with existing customers by using the power of customer follow-up and attention to good service.
Managing Your Business When One Client Takes Alot of Your Time
How often has your schedule been thrown out of whack because of a client's needs?I try to live by the 80/20 rule: working from my home office 80% of the time and working onsite with clients 20% of the time. But, the past week has been the exact opposite.
Creating the Right 'Viral Reputation'
Unless you are brand new to business, or have been under a rock for quite some time - one key marketing technique (which isn't new) - is called 'Viral'.Based on the word 'virus' - viral marketing or viral business simply means it 'spreads' like a virus.
How to Walk the Floor and Talk to Customers
This may seem a strange topic to introduce. Yet, it is the most under-used skill by many retail managers, but one of the most important roles in their supervision.
I Wont Tell My Lawyer but I Will Tell You
A general counsel of a large international consulting firm told us about his experience talking to an interviewer who had called to discuss his satisfaction level with his outside law firm. He had been using the services of a "high end, expensive" law firm out of New York.
11 Moments of Truth
These moments come when a customer or client?1. Hears someone else praise you or your work.
Ten Ways to Help You Improve Your Customer Service
1. Stay in contact with customers on a regular basis.
Get Customers to Stop Calling You--12 Easy Ways to Save Money with Online Customer Support
Despite rumors to the contrary, the Web is not dead. More people are using it, they have faster bandwidth, and in many cases Net-time is taking over TV-time.
Add Value - And Kill Mediocrity in Customer Service
There are two kinds of customer service we all experience occasionally, outstanding customer service, and bad customer service. What we experience most of the time is mediocre customer service.
Is Your Food Establishment Clean?
Is your restaurant, bar or hotel clean? I mean really clean. I don't mean"do you stick to all the rules and regulations?".
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