Calls with the purpose of subsequent interaction with clients are an integral part of work in the field of sales. The success of the business relationship and, ultimately, the commercial success of the company depends on how competently and timely they are made.
Mistakes In Calls And How To Avoid Them
1. Incorrect use of the word “support”:
One of the most common mistakes when calling customers is starting the conversation with the phrase “I just wanted to keep in touch”. This approach can give the impression that the caller doesn’t have a specific goal in mind, which in turn can annoy the customer.
A customer’s time is valuable, and every call should carry a specific purpose and benefit. To avoid this mistake, you need to clearly articulate the reason for the call, demonstrating that you want to offer something useful or solve a specific problem.
Instead of just “keeping in touch,” it’s better to focus on offering specific solutions or discussing new opportunities for collaboration.
2. Offering solutions to problems that may not exist:
Another common mistake is trying to ask the customer about possible problems with a product or service, even if there is no apparent reason to do so. This approach can cause unnecessary anxiety and suspicion in the customer that something is wrong, even if everything is actually fine.
Such questions can unwittingly lead the customer to think that the product or service may be flawed. Instead, you should focus on the positive aspects of the co-operation, emphasising the successes and achievements that the customer has gained from your products.
If you want to make sure the customer is satisfied, it is better to ask how the product or service helped them achieve their goals, rather than assuming that there are problems.
Call Scripts
1. Calls to existing customers to increase sales:
A call should not start with a banal “keeping in touch” but with an offer of something new and valuable.
For example, you could say, “Hello, I have an interesting offer that may be of value to you. Let’s discuss it.” This immediately sets a positive tone for the conversation and emphasises the possible benefit to the customer.
It is important to demonstrate an understanding of the customer’s needs and offer solutions that can improve their current situation or optimise processes.
2. Calls to potential customers:
When it comes to new customers, it’s important to grab their attention right away.
A good conversation starter might be as follows: “Hello, I found some information that you might be interested in about [topic name]. Let’s discuss how it can help your business.”
This kind of approach will not only keep the customer interested, but it will also show that you care about adding value to their business, which can be the basis for a long-term relationship.
3. Relationship maintenance calls:
If the purpose of the call is simply to maintain the relationship, it’s best to avoid phrases that might make it feel like a problem. Instead, you can use something like, “Hello, I just wanted to say thank you for your co-operation and tell you that we appreciate you as a customer.”
This approach not only strengthens the relationship, but also creates a positive impression of your care and appreciation. It can foster customer loyalty and strengthen business relationships.
The Importance of Preparing for Calls
Proper call preparation significantly increases the chances of success. It is important to research information about the customer in advance, their history with your company and needs that may have changed since the last communication.
It is also helpful to create a conversation plan that includes key points to be discussed and possible answers to the client’s questions. This will allow you to conduct the dialogue in a confident and focused manner, demonstrating professionalism and interest in the outcome.
Conclusion
Properly organised calls can significantly improve customer relationships and increase sales. It is important to approach each call with an understanding of its purpose and the needs of the customer. Using scripts can help make the conversation more focused and effective. It is important to remember that every customer is unique and the script should be tailored to the specific situation and person.
FAQs
How often should you make calls to maintain customer relationships?
It is recommended to call at least once a quarter to maintain the relationship and stay on the customer’s radar.
How do you measure the effectiveness of calls?
Evaluate results by the number of call goals met, such as getting a new order, suggesting a meeting, or getting agreement to a proposal.
Is it okay to make calls on weekends?
It is best to avoid weekend calls unless the customer has indicated in advance that it is convenient for them.
What should I do if a client doesn’t answer the phone?
Send an email or message suggesting a convenient time to call, or ask if it is possible to call back at another time.