Let’s pick right up where we left off yesterday with How Not to Handle Inbound Calls.
To recap, we talked about what to do before the call even comes in, making sure you have different numbers and/or extensions for each and every ad and direct mail piece you run, and making sure that all relevant information is captured, recorded, and tested against.
And now to the actual call.
The absolute biggest mistake I see businesses make with inbound calls is this…
They have secretaries or receptionists handling the calls.
First off, any people that call in are calling in as a direct result of your time, effort, and money in marketing to these people. You made them and offer and they are responding.
They are ready to buy… or to move one step closer to buying by raising their hands and qualifying themselves as a lead. They are ready and willing.
If the caller isn’t handled the correct way, all the time, effort, and money spent getting that person to this point will have been wasted.
That said, there’s a lot at stake on that phone call.
Why would you have a receptionist or secretary who isn’t a skilled salesperson, trained at the art of communicating effectively on the telephone… why would you have them answering these important (and expensive) calls?
Seems like you’re stacking the deck against you, doesn’t it?
Instead, we should all be smarter with our resources and have only the best trained and incentivized salespeople handling these calls.
We’re getting somewhere on this…
Like I said before, most businesses are leaving a ton of money on the table, not handling inbound calls the right way. But not just that…
They’re pretty much throwing money out the window.
More to come later in week. Trust me, you won’t want to miss the next message that ties this all together.