Phone Call Management 101: 5 Tips You Need to Know

Do you know how your staff is performing on the phone? If you didn’t immediately know how each of your staff members perform on the phone, including what their strengths and weaknesses are, you may not be managing your phone leads to their full potential. Your customer’s experience with your business when they call can make or break a sale. And guess what? Your competitor down the road is wooing those same business opportunities on the phone. Standard phone processes,…

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Tips & Tricks for Turning a Caller Into a Customer

The phone is one of the most powerful sales tools at your office. When a customer calls, they’re either ready to buy or are close to making a buying decision, so make sure your staff is prepared to set the appointment on every single call so no sales opportunities are slipping through the cracks. Here are some easy tips and tricks to implement at your business today to turn your callers into customers. Build Rapport Tone is easily conveyed through…

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Oops! Sales Bloopers Hidden in Your Phone Calls (& How to Fix Them)

One important way local businesses can measure online marketing results is through call tracking technology, which allows you to see where a phone call came from – whether it’s your website, search advertising, or a Facebook ad – and record the phone call so you can listen to it later. We feel call recordings can be critical in improving how client-facing staff secure appointments by analyzing how they’re answering questions and closing deals. You can also use recorded calls to…

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5 Things You Should Be Saying to Prospects When They Call

What Local Businesses Should Say to New Callers

A phone call is the number one conversion many local businesses want from their prospects. But, when they do call you, does someone answer the phone? And when your staff does speak to prospects, are they asking the right questions to qualify them and move them toward a purchase? For best practices on how to talk to prospects, here are the five things every local business should say when they call. 1. Hello! The simplest answer is often the right…

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Are Leads Giving You the Cold Shoulder?

You’re in the middle of an important job, your hands are full, and your phone rings. What do you do? Your customer is with you, and you want to give this job 100% of your attention while still delivering the best quality service that your business and reputation depend upon. As a small business owner, you’re always doing the best possible job for your clients so you can separate yourself from the rest; however, you also know it’s critical to…

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5 Ways to Make Good Call Handling Part of Everybody’s Job

Call handling

As a business owner, your time is often spent managing your business. That means you may not have the time to answer every incoming call yourself. And, whether you have a dedicated receptionist or if everyone in your office is responsible for answering the phone, all employees should know and follow basic call handling best practices. If you haven’t made these expectations clear with all of your staff, you could be leaking leads and ultimately losing business. So, here are five…

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5 Types of Sales Leads You Should Follow Up With Now

When a new prospect calls your business for the first time, or even requests product or pricing information from you, they have certain expectations on how quickly your business should respond to them. Although expectations vary for different contact methods, the general rule of thumb is the same. The longer it takes you to respond to a new contact or lead, the less likely it is that they will choose your business. But how can you determine which contacts and…

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5 Things You Should Never Say to Someone Who Calls Your Business

Call Handling

Have you ever called a business only to hang up with more questions than you had before you even called? (Including questions like, “Why did I bother calling?”) If so, you understand how frustrating it can be when a business doesn’t practice basic phone handling techniques and is therefore unprepared to take calls from consumers who want to get information about products and services, schedule an appointment, or ask basic questions about the business. This frustration that comes with not…

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5 Signs You Might Suffer From Phone Failure

Call Handling

One of the most important touch points in the customer buying journey is the phone call. After searching for your products or services on Google (or Bing, Yahoo, etc.) and visiting your company’s website, a prospect’s next likely step is to call you. In the case of a personal referral, a phone call from a prospect can be the very first touch point with your business. Prospect expectations are very high at the phone call stage because they’re calling to…

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Is Your Website Working? The Trick that Gets You More Calls

Is Your Website Working? The Trick that Gets You More Calls

Go to the home page of your business website. Do it. Yes, right now. How long does it take you to locate your phone number? Okay, now, look at an interior page, like a product page or “About” page. How long did it take you to find your phone number then? Last test: find a smartphone or tablet and pull your website up. You guessed it – how long did it take to find your phone number here? If it…

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