By Melanie Dawson, Marketing Coordinator, Sage UK Limited
I recently had the experience of listening to a friend who just started up a new business take a sales call. Although, face to face he is an excellent communicator and his previous business goes from strength to strength, after listening to him take his first call for his new business, he seemed somewhat flustered and didn’t relay to the person on the other end of the phone a smooth conversation to conclude the deal. At which point he said he’d call the customer back, and then needed to check up some further information and ring him back a second time, but on re-contacting the customer, they decided not to go ahead with the order.
I truly believe that, if you have a good idea of what you’re selling, then your product / service should sell itself, especially when the customer is calling you. It means they have an interest in what you have to offer and require further information.
My suggestion is to be concise, know your product/service inside and out, be sure you know what you’re talking about and have your pitch ready. This means that when the call comes in, you’ll have more of an idea on what to say, without being put on the spot. Think of it this way - a new temp comes into the business and their conversation would be “I’m not sure, I’ll check that etc, I’ll get back to you.” Or, dealing with someone who’s worked there for years and knows their stuff, eg “Yes, of course, with package A you get this, with package B you’ll get this, and it’ll cost X”. Who would you feel more confident that you’ve received the correct information from?
You can’t be expected to know everything, so if you need to check information that is ok, but take the customers number and contact details and return the call with all the information as promised. There’s no point in half checking the information, just to have to call the customer back a second and third time. Gather all the information they’ll need and ring them back within the timeframe you agreed.
If you need to send information / paperwork or a catalogue out to the customer, then follow it up with a courtesy call to see if they have received it / read it or require further information.
All in all, if you handle a call in a smooth manner, then they’re more likely to want to do business with you.
If you are wanting any advice on software for your business then please feel free to give Sage a call on 0800 44 77 77
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