Do you have time to talk? - Raj Wadhwani - ContactCenterWorld.com Blog
This week I took a call from a sales professional at a credit card company. As soon as I answered the call the salesperson asked to speak to me, I said who is calling? (I was screening my own calls which I often do especially if someone can’t pronounce my name) and she responded "X from company y". As I am one of their customers I said “Raj here, how can i help?” She then went into script mode and rattled off what seemed like a 3 minute presentation about their credit protection insurance before saying or asking anything else. Not once did she ask if i had a moment to talk. I have trained thousands of sales professionals in my time and one thing you always do is introduce yourself and ask “is now a good time to talk?”. What can the customer say? “Not now – call back”, “I'm eating dinner”, “no”, “what’s it about?” or “YES”. Each response can have it's own next action from a script perspective that moves the call along.
But simply ignoring this common courtesy of asking is like bursting into a client’s office without knocking and expecting them to stop and listen to you. If you want better sales results and happier customers on the phone, less customers saying “add me to your do not call list” etc, then be courteous and ask if the person you are calling has a moment to talk. It's basic, it's courtesy and it works!
If you want to do a test, I dare you to burst into your bosses office when the door is closed and he/she is in a meeting with ‘their boss’ and see what they say when you just rush in and start talking about something YOU want them to do for you. Watch their reaction – if they tell you where to go, then consider are you doing the same to your customers?
And, if the script was provided to you by someone else then challenge them with the same task – script writers need to understand basic courtesy as well.
Anyway, you will be pleased to read I was not rude to this salesperson, I did get a bit irritated though after 3 times saying no that she kept on coming back with more – in the end she gave up because I did not have a need for what she was selling at this time.
Publish Date: October 26, 2011 3:01 PM