Taking every customer seriously….
Having been into telemarketing for quite sometime, one of the things I have realised is about taking every customer seriously. I remember the golden line being repeated again and again, “Focus on the call”.
Once I called up this guy to sell a security system. Unluckily he was having a shower then. He said “Look, am having a shower right now, call me back”. Well you surely can’t expect someone having a shower to listen to a sales pitch. I had to say “OK I will do that”. Well that day I didn’t have a single sale and it was just 10 minutes to log out. 10, 9 , 8, 7, 6, 5, 4, 3, 2, 1 and we logged out and I was done with a Zero sale that day. How sad and bad?
I went down to the parking area, was about to sit in the cab and something inside me told me to call that customer back. I ran back on the floor, logged in again. The phone bell rang, he picks up the phone and he says “I just got out of the shower; tell me what you are calling about?” Somehow I got the idea that probably he never got it that it was a telemarketing call in the earlier conversation. How bugged he would be that telemarketers now days bother you even when you are having a shower. I had no choice but to pitch my sale as I had now called him up, and I did so. You won’t believe he bought it. No objections, no doubts, a clean and simple sale. And I had a sale to my account that day.
From that day onwards I never left a call back. Even if it was after 60 days. Customer says to call back later as he/she is going on vacation, is moving house, is financially broke, no time right now… if he says give me a call back.. I always did. And I realized, Call back customers are gold mines. They are like a silver lining in the sky for those bad days.
My suggestion… have those call backs handy.. Next time a customer says call me back.. Assure him you will… you never know.. Focus on the call back…It might be a genuine sale.