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Thirty seconds. That’s all it takes to convert a cold inquiry into a sales appointment. When customers see an ad for your product that piques their interest, most often they’ll call you with specific questions. It’s easy to answer those questions directly. But, it’s more effective when you can get beyond that initial question to build rapport, uncover needs and position an acceptable solution. Each customer that contacts you for a solution may have different end results in mind. Yet, it’s easiest for customers to start with questions such as, “What’s your price?” This is a starting point for the customer. A way to break the ice. If you take this literally, you may end up answering the question, but not really addressing the need.
Follow these steps to turn inquiries into sales appointments:
- Start the conversation. Conversation is the key word. You need to give the person on the other end of the phone a reason for wanting to proceed with you. Your first step should be to make them comfortable with you. Express your appreciation that they called. Match the caller’s tone and pace of voice.
- Ask questions. There have been volumes written about how to ask questions. You ask questions help the caller think through his or her own needs and requirements as much as to get information to provide a solution. Ask open ended questions that encourage the customer to talk to you such as: “What prompted you to call today?” or “How did you find out about…” Through these questions you’ll gain a picture of who the customer is and what they want to achieve so that you can accurately frame your presentations.
- Present information. Armed with information about the callers goals and background, you now can present an answer. The caller knows that you have taken the time to learn something about him or her before answering the questions. you've set the stage to ask for the appointment.
- Close the action. The final step is to set up an appointment for a face to face meeting where you can complete the sale and turn your prospect into a customer.
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