As a small business owner, you spend so much time, so much effort actually getting prospects to phone you. Are you creating that lasting first impression so that you make the sale?
Usually, the phone is the first interaction. In this article, I’m going to teach what do you do to make sure that you and your staff are creating a great impression on the phone so you make more sales?
I personally love trolling reviews of businesses on Google and Yelp. Especially the 1-star reviews. The biggest negative review I see over and over again is being treated rudely on the phone.
When somebody calls you, leaves a message, or has an in-person interaction, how do you make sure that there is a consistent experience which will drive sales?
Scripting and Process is the key to consistency. Yet most insurance agents and business owners don’t have a documented process or a consistent training program in place. It’s really not your fault, you’re concerned with running your business, who has time to create a process and train your staff?
When I owned my own personal training studio I taped a sign on the receiver of the phone. It said, “Be enthusiastic as hell, sharp as a tack, and a person to be reckoned with, or an authority figure.”
- Enthusiastic as hell
- Sharp as a tack
- Point of authority
When you pick up the phone you only have your voice to use to make a positive impression. Record your voice only, while you are sitting back relaxed in your chair. Then record your voice when you are sitting up with a smile on your face. Play the recording back, can you hear the difference?
Sit up, smile and answer the phone, this will automatically differentiate you from your competition.
Second tip. You must control the conversation from the start. When a prospect is calling you they have their own script in their head on how they are going to control the conversation. They imagine what you are going to say and then how they are going to respond to get what they want.
It goes like this, “Hi, thanks for calling my agency. How can I help you? Yes, I need to get an auto policy in place. Okay, here it is….. Thank you. Bye Bye.” Boring.
However, if you interrupt the pattern with something unexpected, now you can control the conversation.
I recommend using an answering technique which will catch them off guard. Like, “Hi, thank you for calling my agency. How can I make your day better?”
People are not expecting. “How can I make your day better?” It will stop the script they have in their head. That’s a pattern interrupt.
It automatically puts people in a good mood and allows you to control the conversation and make more sales!
Why not start the whole client experience with something that completely changes their state? It will make them believe that you’re different from your competitors and will go above and beyond for them. Which will lead to a sale AND create more value so you can charge the rates which you deserve?
Does this seem like something you can implement in your business? Please post a comment below, I’d love to hear from you.
These blog posts are based on my IMPACT Sales System designed to double your sales in 90 days. If you’d like to speak with me personally on how to create an Impact in your business please schedule a free consulting call here: www.TomJackobs.com/strategy
