Would YOU Do Business With YOU?
Last week I shared tips on whether to mystery shop and how to monitor your sales and service team’s phone calls.
This week I’m going to give you a few of the things I listen for when reviewing calls with my team. This list is not exhaustive, and your actual mileage may vary.
Each time you listen to a phone call, ask yourself these two questions:
1. Are you (or your employees) doing your absolute BEST to help your customers on every phone call?
2. Based on this one phone call, would YOU do business with YOU?
Want more? Start here:
- Tone: is the sales rep friendly and helpful, or apathetic or even huffy?
- Accuracy: Does the sales rep follow the script or call plan? (note: I’m not a fan of scripts. I am a fan of bulletpoints. Scripts are phony. Bulletpoints ensure the sales rep delivers quality service time after time.)
- Engagement: Is the sales rep just going through the motions, or does the rep actually LISTEN to the caller? Upon review, are there missed buying signals or other opportunities?
- Perception: Does the caller perceive the sales rep as helpful, resourceful, and capable of solving the problem, need, or question?
- Completeness: Does the sales rep fully address ALL of the caller’s questions and needs?
- Hold/transfer/voicemail: Is the call handled well? Does the caller wait too long on hold? Is the caller transferred unnecessarily? Is the caller transferred to voicemail only AFTER fair warning?
- Success: Does the sales rep ask for the sale? Is the sale made? Is an up-sell recommendation made? Does the caller bite?
- Connection: Is there a clear, personal connection between the caller and the sales rep? Or, is the call emotionless and “professional”?
- Control: Who is in control? The caller or the sales rep? Who should be in control?
- Personal touch: Does the sales rep say or do something memorable, remarkable, and valuable? Something that is worthy of becoming a story the caller retells to others? Does the sales rep do anything to earn the caller’s loyalty?
Image credit: http://www.flickr.com/photos/94379417@N00/4808475862/in/photostream/
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