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This week, we’ve talked about how NOT to handle inbound calls.
Today, we’ll talk about how to handle these calls, and handle them well… bringing in the most possible leads, sales, and bottom line revenue.
Let’s get started.
In order to understand how to handle these inbound calls the right way—meaning the way that gets the optimal result from the call (a qualified lead, a sale, a sale with an upsell, etc)—we must first quickly recap the wrong way, both pre-call and during the call.
The number one mistake business make with inbound calls happens before the call even comes in. Most businesses put the same phone number and extension on every ad, not allowing them to track where the calls come from.
Big mistake number one.
They then have the call go to a secretary or receptionist who in addition to not being properly trained in sales and telemarketing, also has multiple other, conflicting responsibilities.
Doing this gives your business a good chance of “scaring off” or mishandling a person who was otherwise willing and able to do exactly what you wanted them to do. When this happens, all the time, effort, and money spent getting that person to take action is completely wasted.
Big mistake number two.
Big mistake three is a combination of two things: 1) not have a uniform way of handling every single call, regardless of salesperson answering it, and 2) not allowing a disproportionate amount of calls to be taken by your best salespeople.
The first thing listed above is an obvious one, but is not abided by, by most companies.
Create a proven script and have every salesperson stick to it. Have a strategy laid out for every call and for every circumstance or objection the salespeople may face. Have it all uniform and systemized.
And have it drilled in everyone’s head so they know it in their sleep.
And then, have your top salespeople handle the majority of the calls. Have the lower-tiered salespeople earn their right to take calls. Have them only receive calls when the top salespeople are busy.
There’s obviously more you can do, but if you avoid these three major pitfalls afflicting most companies with their inbound calls, you’re going to be further along than at least 90% of the businesses out there.
More importantly, you’ll see these three simple changes creating a marked improvement in your bottom line. They are that powerful.
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