Working with the customer on the phone

1) Smile.

When talking on the phone all the time necessary to smile. It sounds stupid, but try to pronounce the same sentence with a smile wrinkling his face, and. Different tone? . Get used to accustom themselves and their staff to smile. This, of course, somehow not in Russian, but rather un-American, but it works.

This does not mean that a smile should not slip from your face, but be prepared to portray it as soon as the phone will hand to his mouth. Smile, smile, smile!.

2) the relevance of demand response.

Today we are talking about the middle, talking. Of course you are logged in, began to chat and have received a request from a client. Often, you (or your manager ) do not have a ready answer. In this case, often begin to offer something different.

If the client wishes to receive information on A, then he should get a response, or A, or at least A1, A2, A3. But not B. If you need foam blocks, then it makes no sense to offer to buy a channel bars. But the brick - it is.

The relevance of the answer has to be more accurate than the question itself sounded rather. If the answer is not relevant, it is taken first by relevance closest answer and then in descending order, as the client have enough patience.

3) More expensive or less.

And there is a service, it costs 1000 rubles. And there is a service B for 2000 rubles. What to offer? . But here's a nuance. If the client knows that there are A and B, then the offer must first A, then B. If the client knows about your services, then start with B, then storgovyvayutsya to A, B, or the client takes.

Psychology of this technique is simple. If the client knows nothing, the price of B seems to him a point of reference. If he is aware of your lower-cost services ( products ) of sufficient quality to him, then B maloargumentirovannoe offer on your part will be played out of tune, and to hint at an attempt to cut the dough.

The conclusion is simple - do not rush with the numbers, if the price you have fuzzy. It is better to get more precise information about the order and then roll out a fair price, than contend for details. Increasing the price up to an order is always a sad ending for the contractor. And indeed it would be difficult to assume that the market traders were trading up, not down, but you insisted on an even higher price.

4) Three Minutes.

Useful conversation with a client lasts exactly three minutes. Everything that goes on - a banal chatter. Learn how to reduce the conversation in a particular direction. For example, our small call center even with Skype telephony costs almost 5tys. rub. / month. at about 20-30 outbound calls per day.

5) Ubaltyvanie.

Ubaltyvanie is different. In general, works on almost any ubaltyvanie. T. e. you start to talk a lot about the subject, creating a sense of the incredible amount of customer information in your head, and as a consequence of your competence. However, more and better sprinkle installation. T. e. not merely present information but also to accompany her Rapoport's like ' I advise ', ' but I would recommend ', ' of course they do well, but ', ' You must understand that '.

These teams are driving customer opinion in your direction. And eventually you get, at least, even disloyal, but the client is configured. So I imagine he hangs up and says, your colleague, the same words about the quality of services or products. Sometimes I even watched the reaction of the ring when my installation reached me, through a chain of customers and contractors.

6) Work on the contrary.

My favorite method of. Use it with caution and should be best for those customers who already are not going anywhere. Although it is possible and in the primary, but the effect will be worse. The method - start to convince the client that it did not need. Is it better to wait, why spend the money. But! . And so on. Well, you get. We take 'on the little '.

The effect is enchanting. At some point, the debate is changing, and the client begins to convince you that he needs it. And even the case that threatens that will go to another contractor, if you do not do. And in the end it's just fun to watch.


I work mainly apply ubaltyvanie and work from the opposite. The first sets up the client to work with me, the second convinces him to work on the proposed project at any cost. This is due to the fact that clients who fit into the process, but do not want to work through, constantly missing, shifted responsibility for the project only to you - this is for me a bad client. I myself too lazy and the higher the synergy between me and the client - the better. If easier, then I must be constantly kicking. As anyone who is not prone to routine work.

But you are nuances and character. So choose the method of your choice and take action - customers are waiting!.

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