21 Ways to Persuade a Customer to Place an Order Over the Phone

[mostakimvip06]

The main essence of the topic.

A conversation with a client must begin with the words "Hello, store such and such..." (or something like that). No "yes", "hello" or anything else.
It is necessary to eradicate "filler words" from managers' conversations. Their speech must be clear.
The manager should always answer confidently and affirmatively. Especially to tricky questions.
You should "smile" into the receiver. The manager's voice should sound cheerful and upbeat. In ICQ, emoticons like ")" should be used sparingly. It is better to insert them if the client himself uses graphic emoticons.
The competence of managers must be at a high level. The more qualified they are, the better the answers for clients and, as a result, the higher the clients' trust in the company.

You should never interrupt a client. You must listen to him until the end, even if the end of the question is known in advance.
It is necessary to try to find out the goals pursued by the client who buys this particular product. It is possible that his choice will not solve these goals, and the manager's task will be to explain the wrong choice and competently consult.
You can’t allow the manager to ask the client about contacts for too long, talk about discounts, promotions and other information that is of little importance to him over the phone.

If the product the customer needs is not available, it is imperative to offer him other options.
The working mode should be in the “manager-client” style, not vice versa.
If the conversation turns to the fact that store employees will contact the client on some issue after a certain time, it is necessary to clearly indicate this time.

If there are significant deviations from the agreement with the client, you should always call the client back.
If something "small" and inexpensive is sold with the goods, or there is a promotional malaysia whatsapp data campaign with samples or catalogues, you need to offer the client participation in this campaign.
At the end of the conversation, you need to encourage the client to order with phrases like “What product should we order?”, “What date should we schedule delivery for?”
If the product the customer needs is on sale or has a discount, it is imperative to inform him about it.
You can't sell a customer a product that is stale or has defects. Deception always becomes obvious. You need to offer the customer a product that you would buy yourself.

It is necessary to inform the client by phone about his discount along with the order amount.
You cannot use the words “these are the last ones in stock” as a persuasive technique.
If you decide to find out where the client came from, don't be persistent. Maximum 2 questions.
Gratitude to the client for the trust shown should always be: “thank you for the purchase” or “thank you for the order”.
In ICQ, in one message along with the product information, you should always indicate its price.

It is considered that selling over the phone is much more difficult than persuading a customer to buy in direct contact with them. The science of kinesics confirms that facial expressions, gestures and different intonations of the voice can together give an idea of ​​a person’s state and mood. A professional salesperson will easily notice, recognize and win over a customer with the help of kinesics, persuading them to buy.

But with the phone it’s just a disaster: the most that the seller can know is intonation, and according to the same kinesics, conclusions cannot be made based on one factor.

What is left for the call manager then? A large field of activity!

Firstly, everything here depends on the target audience. The wider it is, the more formal the manager's intonation and answers should be.

Secondly, if the audience is well known and narrow enough, then adjusting the intonation in the manager’s answers to the clients is a huge plus.
Comments and examples of ways to talk on the phone

1. The greeting of managers of one company begins with the following words : "EliteParfum, hello." The manager can give his name, but this is not necessary. Although, if there are many managers in the company, it is advisable to give the name.

3. Confident and affirmative answers are one of the keys to success. Especially if it concerns tricky questions.

It is necessary to present information about the product the client needs in a concise and confident voice. Confidence is easily felt in the voice, and this greatly influences the desire to make a purchase. Very often, due to an uncertain answer, the client leaves.

In the perfume business there is a problem of the originality of perfumes and if you answer questions uncertainly, the client leaves almost immediately. But the originality of the product is a common question in many markets. Toxicity, safety of materials - such questions for children's products.

5. Competence of managers . The better the qualification of the specialist, the better the answers for the client and the higher the client's trust in the company.

The competence of the seller in matters concerning the goods and the store is the main indicator of the company's level. A high level of competence of the manager guarantees that the client will return again and again. And it may even be only because of one trust in the manager and his opinion as a specialist.