Drive more Sales with Call Center Solutions – Part 1
By: Bruce G. Kreeger
Call Center Sales Tips
Best-in-class call centers proactively deliver the best customer experience while driving more sales. They are focused on gaining the greatest lifetime value from their customers. Although it is not easy, it is possible if you know what you are doing.
So how do these call centers uncover their vast sales potential? They follow ten essential call center sales tips.
Gain Deep Knowledge of Your Products and Services
First and foremost, it is critical that all your call center agents (customer service and sales-oriented) have an in-depth understanding of your complete list of products and services. They need to be up to date with everything that is on offer, so they know what they can sell and to whom.
The most frustrating aspect of a poor customer service experience is an agent that lacks the knowledge or ability to solve a customer’s issue, this is according to 36% of surveyed customers. So, the more your call center agents understand about your business, the better they will be able to sell it, solve problems, and provide a high-quality customer experience.
One great way to ensure your call center agents have the knowledge they need is to create a database of information about all your products and services. They should then be able to access this information at any time, to answer questions, objections, and concerns put forward by your customers.
Take Control of the Sales Conversation
The second most important inbound call center sales technique is to take charge of the sales conversation from the beginning. Your agents should be able to lead customer conversations confidently, clearly articulating how your products or services are relevant to each individual customer’s circumstances.
The key is to empower your agents to make on-the-spot decisions that will deliver the most desirable outcome. As part of this, your agents should feel prepared to handle customer objections, bridge the gap between what a customer wants and the products/services available, and then finally close the sale.
One of the easiest ways to increase inbound call center sales is to cross-sell your products and services. For example, if a customer calls in to ask for help on one product, you can take that opportunity to explain how another of your company’s products or services can alleviate some of their pain points. So, if your customer is buying a computer your agents should be suggesting adding a printer to their shopping cart. It is essentially the ABC rule of thumb- ‘Always Be Closing’!
Do not be afraid to discuss add-ons, support packages, or upgrades that can improve the customer experience. The goal is to talk about these other products and services in such a way that they become necessary to the customer’s success.
Focus on Building Rapport
People do not like to be sold to. They want to buy from brands that they like and trust. By focusing on building relationships and rapport over sales, the customer will begin to feel more comfortable and open to the possibility of purchasing something.
Train your call center sales representatives on communication skills that will help build relationships with your customers and solve their challenges. Focus on training them to be:
When customers have a great experience with your brand, you earn their trust, and they will be more likely to buy from you. Another tactic could also include empowering your customers through referral incentives for mentioning your business to friends and family once the trust has been established.
Leverage Marketing Personalization Technologies
Personalized marketing is highly effective in driving sales and improving customer loyalty. Your call center sales representatives should have access to the 360-degree profiles of your prospects and customers, so they can personalize every conversation and make product recommendations based on a customer’s past purchases, preferences, browsing behaviors, and past interactions with your company. Therefore, it’s extremely important that when CSR’s are wrapping up calls, they log the details of the conversation in your CRM with notes based on their interests.
Through personalization, your call center sales representatives should be able to better demonstrate empathy with your customer, which is the right approach to selling. If the customer feels like their needs are understood, they will be more likely to make a purchase.
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