Do you know what your managers tell their clients?
Posted: Thu Dec 26, 2024 3:47 am
It would seem that there is nothing difficult about talking on the phone - learn simple rules, remember the script and confidently sell, say, women's clothing or cabinet furniture.
But time passes, advertising is paid for, calls come in, but sales do not go. Maybe it is a matter of non-targeted traffic? Or maybe managers are doing something wrong, saying something wrong or, on the contrary, not saying what is needed?
To find out, it is worth listening to conversations between india phone numbers managers and clients. To do this, you can connect a special option “global call recording ” from UIS. After the recording option is activated, all calls will be automatically saved in audio file format. It is the ability to record calls that will allow you to identify the most common mistakes managers make when working with clients and correct them.
Top 5 mistakes managers make when talking to clients
The most common mistakes in conversations with clients are considered to be the following:
1. Managers cannot answer customers' questions.
According to a study conducted by UIS together with CoMagic, 18% of the companies surveyed who were reached by phone did not answer questions about products or services and tried to quickly end the conversation. The situation can be easily corrected by raising the issue of mandatory testing of product knowledge at the next department meeting. After all, if you don’t know what you’re selling, you won’t be able to talk about it.
2. Managers get straight to the point.
Sometimes managers don't even greet the client, but immediately proceed to listing the characteristics of the product, citing that the client is a busy person and doesn't have extra time. Because of this, the client can't tune in to the conversation, often asks again and quickly forgets the information. This usually happens with newbies, but their sales are your money.
To avoid this, in the sales algorithm under point No. 1 it should be highlighted in bold - establish contact with the client: greet, give a compliment, use the “small talk” technique.
3. Managers ask several questions at once.
In this case, the client will answer either the last question or the one that is most interesting to him, which does not contribute to the sale.
Questions should be asked only after a pause, after waiting for the client’s answer, and also open questions should be used.
4. Managers do not work with customer objections.
There are also cases when the client does not agree with the manager, doubts about the goods or services. One wrong word and the client can explode or even hang up. Usually, it is after such situations that negative posts appear on social networks about the competence and mental abilities of the employees of a particular company.
In such cases, instead of listing the advantages of the product with redoubled force or offering an alternative, the manager should break the negativity, calm the client down or take his side. Phrases like: “I agree with you”, “I think so too” have a truly calming effect.
5. Managers only talk about product features.
The managers know the product very well and are ready to describe its advantages for hours, but for some reason the clients are in no hurry to buy. Having said that they need to think about it, they hang up and forget about it.
The customer doesn't need the product specifications, he wants to know what exactly he will get, why it costs so much, whether there are other colors, whether there will be free shipping, etc.
UIS conversation recording reveals all these “unspoken” questions or controversial situations. The system makes it easy to record the entire conversation, and the finished recording can be sent to the email specified in the settings. This format allows you to quickly review the dialogue and work through the errors “on the spot” together with the manager.
When communicating with a client, the manager always plays the main role, not the product. The number of sales depends on his skills and technique. Recording calls is an excellent way to identify all the mistakes in conversations with clients, improve the quality of their service, resolve controversial situations and promptly adjust sales algorithms.
But time passes, advertising is paid for, calls come in, but sales do not go. Maybe it is a matter of non-targeted traffic? Or maybe managers are doing something wrong, saying something wrong or, on the contrary, not saying what is needed?
To find out, it is worth listening to conversations between india phone numbers managers and clients. To do this, you can connect a special option “global call recording ” from UIS. After the recording option is activated, all calls will be automatically saved in audio file format. It is the ability to record calls that will allow you to identify the most common mistakes managers make when working with clients and correct them.
Top 5 mistakes managers make when talking to clients
The most common mistakes in conversations with clients are considered to be the following:
1. Managers cannot answer customers' questions.
According to a study conducted by UIS together with CoMagic, 18% of the companies surveyed who were reached by phone did not answer questions about products or services and tried to quickly end the conversation. The situation can be easily corrected by raising the issue of mandatory testing of product knowledge at the next department meeting. After all, if you don’t know what you’re selling, you won’t be able to talk about it.
2. Managers get straight to the point.
Sometimes managers don't even greet the client, but immediately proceed to listing the characteristics of the product, citing that the client is a busy person and doesn't have extra time. Because of this, the client can't tune in to the conversation, often asks again and quickly forgets the information. This usually happens with newbies, but their sales are your money.
To avoid this, in the sales algorithm under point No. 1 it should be highlighted in bold - establish contact with the client: greet, give a compliment, use the “small talk” technique.
3. Managers ask several questions at once.
In this case, the client will answer either the last question or the one that is most interesting to him, which does not contribute to the sale.
Questions should be asked only after a pause, after waiting for the client’s answer, and also open questions should be used.
4. Managers do not work with customer objections.
There are also cases when the client does not agree with the manager, doubts about the goods or services. One wrong word and the client can explode or even hang up. Usually, it is after such situations that negative posts appear on social networks about the competence and mental abilities of the employees of a particular company.
In such cases, instead of listing the advantages of the product with redoubled force or offering an alternative, the manager should break the negativity, calm the client down or take his side. Phrases like: “I agree with you”, “I think so too” have a truly calming effect.
5. Managers only talk about product features.
The managers know the product very well and are ready to describe its advantages for hours, but for some reason the clients are in no hurry to buy. Having said that they need to think about it, they hang up and forget about it.
The customer doesn't need the product specifications, he wants to know what exactly he will get, why it costs so much, whether there are other colors, whether there will be free shipping, etc.
UIS conversation recording reveals all these “unspoken” questions or controversial situations. The system makes it easy to record the entire conversation, and the finished recording can be sent to the email specified in the settings. This format allows you to quickly review the dialogue and work through the errors “on the spot” together with the manager.
When communicating with a client, the manager always plays the main role, not the product. The number of sales depends on his skills and technique. Recording calls is an excellent way to identify all the mistakes in conversations with clients, improve the quality of their service, resolve controversial situations and promptly adjust sales algorithms.