10th January 2010
One of the topics for discussion at my D-I-Y Cold Calling workshops in London, will be how to handle incoming telephone sales enquiries. Now you may think this is an easy subject to cover. After all, anybody who’s taken the time and trouble to call you or your firm is going to be turned into a customer. Er, well actually, no. You see an incoming telephone enquiry is nothing more than a cold call in reverse. The caller is probably after as much information as possible and will try to extract some pricing information. You must avoid this at all costs. In brief, these are the steps you ought to take:
1. Thank the person for calling.
2. Ask for their telephone number/direct line just in case you get disconnected.
3. Take the opportunity to ask why your product or service interested them.
4. Explain that in order to fully understand their requirements you need to set up an appointment/product demonstration.
5. Close for the appointment ensuring you have all the relevant details.
6. Thank the caller once again.
7. Replace your handset or close the call after them.