Handling phone leads may seem easy, but it’s not just about answering questions. It’s about identifying opportunities to help your buyer, to go beyond the call of duty (excuse the pun) and make a real impression.
Phone leads are your hottest leads. These people are calling to get the last pieces of information before they decide on the purchase. It’s your best chance to sell!
While this article may be common knowledge for some, we know that others have a little more trouble closing a deal over the phone. If that’s you, read on! We’ve compiled our top tips you can implement today to help make more sales over the phone.
So how can you handle phone leads to get the sale?
In a nutshell:
- Answer Promptly
- Listen To Your Buyer
- Identify Opportunities
- Use Powerful Language
- Don’t Be Afraid To Discuss Price
- Call Them Back
Let’s break down this list and find out how these tips will help you.
1. Answer Promptly
Seems pretty straightforward, but it’s surprising how many don’t pick up in time. We get it, you’re busy. Whether you’re stuck under machines all day, or talking to other potential buyers, you’re not always going to be available for every call that comes through.
If you have the chance, though, answer as quickly as possible. As we mentioned earlier, phone leads are your hottest leads, and if you don’t pick up in time, they may very well call your competitor next.
Is the right person receiving the calls?
Something else to consider is whether the right person is receiving these phone leads. You want to add the direct phone number of the right person to your machine ad. It’s one thing for your receptionist to be fielding your calls, but these are missed opportunities. Whoever is doing the selling, needs to be getting the calls.
2. Listen To Your Buyer
Would you purchase something from someone who didn’t listen to you or your needs? It’s the same with your prospective buyers. When they call, don’t start a ‘spiel’. Listen to what they want to know and answer them as best you can. Find out what their problems are that your machine will solve.
There’s a big difference between ‘hearing’ and ‘listening’. Listening gives you more power to dig deeper into what your buyer needs, which gives you more ammunition for selling your piece of kit (if it’s the right fit!).
This leads us to our next point…
3. Identify Opportunities
Identifying opportunities goes hand-in-hand with listening to your buyer. They may be calling not because they want your machine, but because they’re after a spare part for the machine. Or perhaps they just want to know the difference between your machine and the next model down from your machine.
This may not benefit you right now, but this could be an opportunity to make sure you’re at the top of the buyer’s list when they are ready to purchase a machine.
This is about taking opportunities to make a solid impression. The more helpful you are now, the more likely the buyer will come to you first when they need to upgrade their machine.
4. Use Powerful Language
Collaborative language, such as ‘we’, ‘together’, and ‘our’ increases success rate by 35% (Gong.io).
If you’re having trouble closing sales over the phone (or getting buyers to come to your showroom), it might pay to look at the type of language you’re using.
According to Gong.io, words/phrases such as ‘show you how’, ‘discount’ and ‘competitor’ can drop your close rate by up to 17%. That’s pretty big for something that seems so small.
Similarly, asking ‘Did I catch you at a bad time?’ will make you 40% less likely to close a sale or book a meeting. On the flipside, asking ‘How are you?’ increases likelihood of a booking/sale by 3.4 times.
5. Don’t Be Afraid to Discuss Price
Have you hidden your price online using ‘POA’? While we don’t recommend using POA, if you do you can expect these enquiries to increase. In fact, we have found that using POA or hiding your prices just makes buyers more frustrated, and changes their question from ‘is this machine for me?’ to ‘how much is it?’.
Which question would you rather be answering on the phone?
6. Call Them Back
Have a missed call on your mobile? Try to call them back within 30 minutes—the longer you leave it, the less likely you’ll be able to close the sale.
If the caller has found you via Machines4U, you will be able to find their phone number logged in your leads dashboard. If the buyer has opted not to disclose their contact details, it will show up as private in your leads dashboard, with only the last 4 digits visible.
We suggest cross-checking your missed call number with your leads database so you can be on the front-foot when calling them back.