Hi it’s Debra Yuille from Mediaglue, and today’s topic is how to answer an enquiry call when it comes in.
So we had a conversation today in fact, with a client who’s quite happy with their Google Ads campaign. They had twelve people
take up their service from Google in the last two weeks, which is a fantastically fabulous result. However, they’re complaining they’ve also got a lot of tyre kickers, and they’re wanting to get a better result with those people that aren’t quite ready to take action now.
So how do you get people to take action sooner rather than later? You need to give them a reason to want to do that, and you need to give them the reason for them to want to do that with you, rather than with someone else.
It’s always an idea to start the telephone conversation with something along the lines of ‘Hey, what prompted your call today?’ And that’s going to tell you are hopefully a little bit about what their urgency might be as to why they want whatever it is the service of the product is that you’re offering.
So once you’ve got that information it gives you a lead-in to discuss their problem in more depth. Don’t gloss over their problem because they won’t feel like you really understand what it is unless you let them talk it out.
So often we want to kind of get onto the end bit, it’s really important for the person making the enquiry that they feel like you’ve heard them. If you’ve heard them then they’re much more receptive when you propose a solution. And then the thing that you want to do is to say ‘look when would you like to get rid of that problem, how soon would you like to book in, what can we do to speed this up?’
And they’ll let you know whether they’re ready or whether they’re not, but if it’s something that’s a big problem to them, then maybe refer back to the conversation you had with them. And see if there’s something in there that you can bring up to suggest to them that ‘hey this is really something they want to solve sooner rather than later, so unless they make a decision to move
forward in some way there’s other things aren’t going to change for them.’
So I hope that that helps you when you’ve got those sales enquiries coming in to maybe make a little bit more progress and get that person closer to making a decision and to doing business with you.
This is Debra Yuille from Mediaglue until next time.