At Blue Corona, we do an awesome job of helping our clients’ phones ring through our various online marketing services. We’re basically the marketing equivalent of putting your friend’s phone number on the “Casual Encounters” section of Craigslist. (Yes, my friends have done that to me. And yes, I got an awful lot of phone calls. Note to self: get better friends.)
But just because your phone is ringing doesn’t necessarily mean you’ll be laughing all the way to the bank. We’ve helped you get more traffic, and helped you convert that traffic into Web and phone leads, but that still leaves you to convert these leads into sales. For this blog post, we’ll focus on the phone leads.
Here at Blue Corona, we’re more than qualified to speak on how to convert more calls into sales. Through our call tracking and call tagging services, we’re able to not only accurately track our clients’ phone leads, but also listen to their calls. Through this service, we’re able to identify and recover potential lost leads, as well as pinpoint why the sale wasn’t made.
Tip 1: Capture the Lead Right Away
One of the biggest mistakes that costs companies valuable phone leads is simply failing to capture the lead information right away. Make sure to ask for the caller’s name, phone number, and location early on in the call. Our call tagging services allow us to recover a lot of these otherwise lost leads for our clients. In fact, we once helped one of our clients recover a lead for a $30,000 commercial job!
Tip 2: Develop a Relationship with the Caller
While most callers will shop around a bit for services, they will ultimately choose the company that has taken the time to develop a relationship with them. Unfortunately, we find that most customer service representatives (CSRs) aren’t trained to do this. In order to develop a relationship with a follower, you need to:
Act professional – Whoever answers the phone call is the first and sometimes the only impression of your company. Your tone of voice is crucial, as well as your opening line. Make sure to include the company name, who you are, and of course, ask how you can help.
Listen to the caller’s issue and ask questions to clarify the issue – This will allow you to assess the situation as well as the sales opportunity. Make sure to focus on the service the caller needs before attempting to upsell.
Assure the caller that your company can resolve the issue – Don’t make callers question whether they’ve called the right company! Reassure callers that your company offers the service they need and offer suggestions. Statements like “We do that all the time!” or “That’s our specialty!” can go a long way here.
Tip 3: Book the Appointment
Once you’ve captured the lead, developed a relationship with the caller, and assessed his or her needs, it’s time to book the appointment. Typical consumer behavior suggests that when looking to make a decision, most consumers will shop about three companies—reducing your chances of turning your call into a sale.
To convert more calls into the sale, try to book the appointment on the first call. You can do this by creating a sense of urgency by offering an incentive to book now as opposed to later, such as waiving the trip fee or offering a free estimate.
In addition, you should differentiate yourself as much as possible in a way to touch on your consumer’s pain points. For example, if you’re an HVAC company and the caller is looking for air conditioner repair, you can highlight that your company offers same day, 24/7 service, especially if your competitors don’t do this!
Tip 4: Regularly Audit Your Call Handling Team
Whether your CSRs realize it or not, they are essentially a sales rep for your company—offering a first—and possibly last impression of your company to your potential customers. That’s why regularly auditing your call handling team is crucial for testing new sale strategies and tracking your success rate. One way to do this is through Blue Corona’s phone call tracking and tagging services (our BEST customers fully embrace this service).
But even if you don’t want to use our services, there are other ways you can audit your call handling team. For example, have someone call in for you to spot check your CSRs. Based on the audit, you can help to foster a standard for the way calls should be handled by your team. To do this, you’ll need to:
Define your goals.
Create a process.
Implement a training program.
Police and enforce your process.
Want more great tips on how to get more traffic, leads, and sales from the Web? Sign up for our e-mail newsletter. Or if you’re ready to get started with call tracking services, contact us today.
About The Author: Lexie serves as Blue Corona's Content Marketing Manager. She's also the author of our soon-to-be famous, and someday to be written white paper, "Horse Hat SEO: Giddy-Up Your Google Rankings."
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“We are very pleased not only with the end result, but with the entire process of working with Blue Corona. The amount of patience, guidance, and knowledge that they displayed throughout the whole process made them a very easy and enjoyable partner to work with. We are thrilled with our new website, mobile site, and content management system. We would recommend Blue Corona for any website development or redesign project. ”