New leads are the lifeblood of a healthy and growing company. Whether you have a small, young company still aggressively finding new business or a well-established company looking to sustain itself and grow, the art of nurturing cold leads into happy customers (who hopefully refer even more business!) is absolutely essential.
While every business is different, there are some business practices that will maximize your opportunities to turn cold calls into loyal customers. Here are a few examples:
One of the most fundamental ways to improve your success rate with cold calls is to make sure you are targeting the right type of potential customer. If your product or service simply doesn’t have enough clear value to the prospects being targeted, you will waste valuable time and resources, while also wasting the prospect’s time as well.
Instead, before you commit significant resources to developing or expanding your lead funnel, spend some time researching which types of customers are the best fit for your business and building a quality list before spending significant time and energy cold calling them. While this will delay the process a bit, it will pay for itself many times over.
One of the most common reasons that cold calls don’t go well is that the company doing the cold calling doesn’t actually understand what the lead truly needs. If you’re going on and on about the benefits of your product or service, but those benefits are not significant solutions for the lead you’re talking to, the conversation will probably not end with a sale.
Instead, make sure you and your sales team are conducting proper discovery on the lead, probing them for specific pain points that your company can solve. By doing more listening than talking, you can figure out, specifically, how your company can solve the problems affecting the lead.
When speaking with leads, it’s important to get a sense of what they expect from your company. This is done by setting expectations, getting their reaction, and coming to a clear and explicit understanding of how things will go moving forward.
Once you’ve established those expectations, do everything in your power to exceed those expectations. By going above and beyond for a potential client, you will stand out from your competitors and generate loyalty that will pay off both with the long-term business you get from that lead, as well as the warm referral leads you hopefully get from them down the line.
One of the best ways to stand out and exceed expectations is to be available when others are not. Even if you and your employees work a regular 9 to 5 schedule, it is still possible to provide customer service outside those hours. A call answering service can provide as much as 24/7 support for your clients. Phone answering services can even identify which problems are of critical importance and escalate the call or message to you or one of your employees.
MAP Communications is highly experienced in providing premium-quality call answering service. If you want to close more deals and exceed the expectations of your leads and customers, let MAP Communications work with you to provide world-class customer service.
Publish Date: May 4, 2017 5:00 AM
"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.
|3.)||Lieber & Associates|
Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,
Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
|4.)||Manitoba Customer Contact Association|
Making Training and Development Part of Your Corporate Landscape
Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.
Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.
Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
|5.)||Orion Learning Services Inc.|
Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff
Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
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