We managed to get the 'Book of Making a Sale' from the Customer Support Company. Below are 21 of the 127 roles each of their ‘Call-In-One’ Drivers must know by heart and follow every day.
"The customer is always right" has existed in our world since the beginning of time. We all grew up on it. It is an integral part of the belief system of every organization in the world. Nonetheless, it seems that in recent years customer service, from the first meeting to closing and support, has received more severe and comprehensive attention than ever before: the selections for the position of customer service representatives are longer and stricter. “Our Call-In One Business Drivers are very carefully selected. Beside personal interviews, written tests, they most know and live with our 355 Rules, Said Daniel ….The managing Director.
The First 21 Code of Conduct Communication Rules
Do Not Be Surprised : Study the objections you may raise in the sales call before the customer raise them.
No Fast Answers : When you identify an objection, do not pull an answer out of nowhere, it will show the customer as if you have answers for everything; stop for a few moments and then give an accurate answer.
When resistance arises, make sure you read the customer's words correctly.
Example : When a customer says, "I do not want…" what does he mean?
- Do not want to buy at all?
- Do not want to buy now?
- Do not want to buy at the price you gave?
- Do not want to buy from you?
Arguments : Many are traps here. We are not here to argue. The guideline should always be "the customer is always right".
"I'm Smart. You're Stupid" : Your goal is not to prove you have an overwhelming answer to all his/her objections. Do not try to "win" the customer. Our goal is to sell to them and not try to defeat them.
Taking Opposition in Personality : Although you must believe in your product, and enthusiasm is the foundation of your success, you must be able to make a separation between you and the product. During customer resistance, act professionally.
Inadequate Adaptation to The Candidate : There are many methods of overcoming resistance. The wrong method may create resistance more challenging to treat. Therefore, you need to be a professional who knows many techniques and the right time and place to use them.
Treatment Without Continuation : If you took care of a client, invested, went out to meetings, and did not do a "follow-up" correctly, all the investment went down the drain. This is similar to a sales meeting where you present the product, but do not have a call to action that will lead to a final sale. Many are unable to sell because they stopped 'just before closing'!
Poor Listening : The one who controls the conversation is the one who listens, asks the questions, and not the one who speaks. It would be best to listen genuinely and connect the answers you receive your product or service.
Dealing with The General and Non-Specific Objection : Behind general statements, there are dozens of specific references. For example, behind its "expensive price" there are reasons why the customer thinks it is expensive. Handling general sentences often causes you not to address the real objection.
"But": In sales conversations, it is essential to use 'familiar positive words'.
The word "but" expresses opposition, contradiction, and negation. Therefore, immediately turn the 'but' to ‘and’.
For example, instead of saying, "you are looking for a discount, but I cannot allow it", say: "I understand what you are saying, and I offer the following two options…".
Negative Treatment of The Concept Of 'Resistance' : Your approach to the concept of 'resistance' affects your reaction. If you think resistance is a problem, you treat it from a defensive angle. If you understand that resistance may be in your favor and is nothing but a request for more information, your attitude will change, and the results will turn positive.
Complaining Customer : Never be angry with a complaining customer. A customer who complains is a person who wants to continue to be your customer. Proper treatment of the customer at this moment, which includes a real understanding of the problem, sympathy, and empathy, will leave this customer with you for years to come.
Timing : Timing is critical when it comes to closing a sale. As a seller, you need to look for the right time to close the deal. Closing the deal is like picking fruit from a tree at the right time. If you try to close while your customer is still green, you will probably not enjoy the fruit and if you get to closing too late, the fruit has already rotted.
Each customer has a different closing time. Examine it throughout the conversations and offer to close when your senses perceive that the right moment has come. That comes with experience.
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What Can You Do : Do not tell your customer what you cannot do or provide. What you can do, and deliver, is on the table. To a customer who asks for a paper business card, we do not say “we don't have". Instead, we say "I have a Paperless Business Card instead that you can share with the customer from any device ant any time, even if they are on the other side of the world."
Payment Layout : A customer who looks to pay through a payment plan through 10 payments may hear: "We do not offer 10 payments”.
A Call-In One Business Driver will say: "For the price you received, I can divide the amount into 5 payments."
Negative Words Immediately Create an Anti-Customer Feeling : Avoid negative words. Instead of what is not and what we don't have - what is YES.
The Additional Beneficiaries : In every sale, identify who else will enjoy the purchase. If you are selling SEO, let the buyer's salespeople help in the background. Describe to her/him the salespeople's benefit from increase leads. Showing the customer that others will benefit from the purchase may push him towards making the purchase.
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Use an Advantage Wisely : Do you have an advantage over your competitor? You may do, but to the customer is not clear and obvious. To use the benefit wisely, give examples—present cases of users who have tested and witnessed your advantage. A customer story, thank you letter, or testimony may make your job easier, so use your advantage wisely.
Voice and Speech : The volume and speed of your client matters. Listen to your customer and pick up his speech speed. If he speaks slowly, then slow down, and increase the pace if he talks fast. Listen to your client's volume and adjust your volume to his. If he speaks loudly, raise your voice slightly and if he speaks quietly, lower your volume. When you adjust your voice to your customer's voice, he feels that you are on the same wave. That will bring down the first wall between you faster on the way to the deal.
A Dissatisfied Customer Is Not an Enemy : In your role, you will discover unhappy customers. Even if they are not always right, these customers are not enemies. Please do not treat them as such. Identify with the customer and show him that you understand his problem. You will be surprised to see that a significant portion of angry and dissatisfied customers have complaints about poor service they have received or treatment that is inappropriate in their opinion. Take a short walk and listening to calls (Customer Support Company) provide all recording of all sales and support calls). Remember, a customer is never an enemy, but rather a person who can make you a lot of money throughout his life as a customer. They can add many more customers to your business down the road.