The cost of telephone efficiency
Have you ever calculated how much time your front-line team spends talking to your customers while having a chance to promote what you sell?
Unlike what many people believe, there is not (and should not be) a specific time set for any given sales call. Whether we're talking about an incoming call or an outbound call, you must take the time to hear what they say and then promote your products or services. If you are setting a time limit to these conversations, you will not be able to create value accurately. Try to make the following exercise at your organization: calculate the cost of the time wasted not talking while having a client on the line.
Granted, it is not always necessary to talk. It might be necessary to do a research and, if we don't pay attention, missing a digit on a number (or a date) can make quite a difference. For sure, the weather or the latest sports results are good ice breakers and very popular topics to "fill in the gaps", however there are things the customers should know that would easily fill in the blanks, the famous "down time".
Factor this: each time you are on a sales or service conversation with a customer or potential customer, it is time for you to talk about your product, your services, your promotions and anything you feel will create value to your caller or generate sales. That is also the case when the customer is in front of you.
Keeping the conversation flowing would help the customers think further about their buying process. They would think about other needs they may have or listen to your advise on upgrading their purchase. Even learning about your place of business and what it has to offer, other than their original request, might help. Features, benefits, recommendations are all things they need to hear from you. If you keep silent during any interactions, you will miss this opportunity to maybe sell more.
Numbers? Here is something to think about.
From one of our clients in the equipment industry, we calculated that there was an average of 1.5 minutes of dead air on the pre-training calls (made in preparation of a training session). On average, each location takes close to 40 calls a day. Multiply that by 1.5 minutes and you have one full hour of dead air in a day. When you talk about sales and marketing, imagine what can be done in that hour!
This client is open for business 254 days in a year and has 38 locations. This leads to a potential of 9,652 hours in a year that could have been used to talk to the customers about things that matter to them. This means there were over 402 paid days of work in a year where the company lost opportunities to create value for their customers.
It does not matter what the size of your organization is, the numbers are stunning. We help our clients create rapport with their customers and to create value; by being more efficient on the phone. Remember, it's what they need to hear, not what you want to say that will generate revenue.
Another good exercise is to make a list of all that you offer and discuss it with your front-line team on how you can insert these items in a call. Note that it will not always be necessary or possible to "fill in dead air".
So, don't be surprised, if you study how your team performs on the calls, that there are many wasted opportunities. That might not reach one full hour every day, however every bit counts and practice will bring everyone talking more effectively to the buyers.
Presented by Francis Prézeau
Owner/President of Signature Canada
f.prezeau@signaturecanada.ca
Phone: 514-923-8155
Unlike what many people believe, there is not (and should not be) a specific time set for any given sales call. Whether we're talking about an incoming call or an outbound call, you must take the time to hear what they say and then promote your products or services. If you are setting a time limit to these conversations, you will not be able to create value accurately. Try to make the following exercise at your organization: calculate the cost of the time wasted not talking while having a client on the line.
Granted, it is not always necessary to talk. It might be necessary to do a research and, if we don't pay attention, missing a digit on a number (or a date) can make quite a difference. For sure, the weather or the latest sports results are good ice breakers and very popular topics to "fill in the gaps", however there are things the customers should know that would easily fill in the blanks, the famous "down time".
Factor this: each time you are on a sales or service conversation with a customer or potential customer, it is time for you to talk about your product, your services, your promotions and anything you feel will create value to your caller or generate sales. That is also the case when the customer is in front of you.
Keeping the conversation flowing would help the customers think further about their buying process. They would think about other needs they may have or listen to your advise on upgrading their purchase. Even learning about your place of business and what it has to offer, other than their original request, might help. Features, benefits, recommendations are all things they need to hear from you. If you keep silent during any interactions, you will miss this opportunity to maybe sell more.
Numbers? Here is something to think about.
From one of our clients in the equipment industry, we calculated that there was an average of 1.5 minutes of dead air on the pre-training calls (made in preparation of a training session). On average, each location takes close to 40 calls a day. Multiply that by 1.5 minutes and you have one full hour of dead air in a day. When you talk about sales and marketing, imagine what can be done in that hour!
This client is open for business 254 days in a year and has 38 locations. This leads to a potential of 9,652 hours in a year that could have been used to talk to the customers about things that matter to them. This means there were over 402 paid days of work in a year where the company lost opportunities to create value for their customers.
It does not matter what the size of your organization is, the numbers are stunning. We help our clients create rapport with their customers and to create value; by being more efficient on the phone. Remember, it's what they need to hear, not what you want to say that will generate revenue.
Another good exercise is to make a list of all that you offer and discuss it with your front-line team on how you can insert these items in a call. Note that it will not always be necessary or possible to "fill in dead air".
So, don't be surprised, if you study how your team performs on the calls, that there are many wasted opportunities. That might not reach one full hour every day, however every bit counts and practice will bring everyone talking more effectively to the buyers.
Presented by Francis Prézeau
Owner/President of Signature Canada
f.prezeau@signaturecanada.ca
Phone: 514-923-8155
Francis Prézeau
Signature Canada is a leader in training employees to deliver legendary customer service while increasing sales. Since 1986, Signature’s unique training methodology has provided a measurable ROI for our customers, compelling them to return year after year. www.signaturecanada.ca