{"id":227,"date":"2011-05-16T10:00:48","date_gmt":"2011-05-16T15:00:48","guid":{"rendered":"http:\/\/etereman.com\/remanu\/?p=227"},"modified":"2011-05-16T10:00:48","modified_gmt":"2011-05-16T15:00:48","slug":"would-you-do-business-with-you","status":"publish","type":"post","link":"https:\/\/etereman.com\/remanu\/2011\/05\/16\/would-you-do-business-with-you\/","title":{"rendered":"Would YOU Do Business With YOU?"},"content":{"rendered":"<p>Last week I shared tips on whether to mystery shop and how to <a title=\"to mystery shop or not to mystery shop\" href=\"http:\/\/etereman.com\/remanu\/to-mystery-shop-or-not-to-mystery-shop-that-is-the-question\/\">monitor your sales and service team\u2019s phone calls<\/a>.<br \/>\nThis week I\u2019m 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.<\/p>\n<h2><strong>Each time you listen to a phone call, ask yourself these two questions:<\/strong><\/h2>\n<p>1.\u00a0\u00a0\u00a0 Are you (or your employees) doing your absolute BEST to help your customers on every phone call?<br \/>\n2.\u00a0\u00a0\u00a0 Based on this one phone call, would YOU do business with YOU?<\/p>\n<h2><strong><a href=\"http:\/\/www.flickr.com\/photos\/94379417@N00\/4808475862\/sizes\/s\/in\/photostream\/\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" loading=\"lazy\" class=\"size-full wp-image-228 alignright\" style=\"margin: 15px\" title=\"Listen Carefully\" alt=\"Listen Carefully\" src=\"http:\/\/etereman.com\/remanu\/wp-content\/uploads\/2011\/05\/listen_small.jpg\" width=\"240\" height=\"240\" \/><\/a>Want more? Start here:<\/strong><\/h2>\n<ul>\n<li><strong>Tone<\/strong>: is the sales rep friendly and helpful, or apathetic or even huffy?<\/li>\n<li><strong>Accuracy<\/strong>: Does the sales rep follow the script or call plan? (note: I&#8217;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.)<\/li>\n<li><strong>Engagement<\/strong>: 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?<\/li>\n<li><strong>Perception<\/strong>: Does the caller perceive the sales rep as helpful, resourceful, and capable of solving the problem, need, or question?<\/li>\n<li><strong>Completeness<\/strong>: Does the sales rep fully address ALL of the caller&#8217;s questions and needs?<\/li>\n<li><strong>Hold\/transfer\/voicemail<\/strong>: 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?<\/li>\n<li><strong>Success<\/strong>: Does the sales rep ask for the sale? Is the sale made? Is an up-sell recommendation made? Does the caller bite?<\/li>\n<li><strong>Connection<\/strong>: Is there a clear, personal connection between the caller and the sales rep? Or, is the call emotionless and &#8220;professional&#8221;?<\/li>\n<li><strong>Control<\/strong>: Who is in control? The caller or the sales rep? Who should be in control?<\/li>\n<li><strong>Personal touch<\/strong>: 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&#8217;s loyalty?<\/li>\n<\/ul>\n<p><em>Image credit: <a href=\"http:\/\/www.flickr.com\/photos\/94379417@N00\/4808475862\/in\/photostream\/\" target=\"_blank\" rel=\"noopener noreferrer\">http:\/\/www.flickr.com\/photos\/94379417@N00\/4808475862\/in\/photostream\/<\/a><\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Last week I shared tips on whether to mystery shop and how to monitor your sales and service team\u2019s phone calls. This week I\u2019m 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 [&hellip;]<\/p>\n","protected":false},"author":9,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_mi_skip_tracking":false},"categories":[4],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Would YOU Do Business With YOU? - REMANU<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/etereman.com\/remanu\/2011\/05\/16\/would-you-do-business-with-you\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Would YOU Do Business With YOU? - REMANU\" \/>\n<meta property=\"og:description\" content=\"Last week I shared tips on whether to mystery shop and how to monitor your sales and service team\u2019s phone calls. 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