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21 ways to persuade a customer to make an order by phone

How to talk with customers by phone in an online store
After the list, explanations will be given for each item.

  1. A conversation with a customer should begin with “Hello, * store name *” (or something similar). No "hello", "yes" and so on.
  2. Eliminate from the conversations of managers "the words of the parasites." Speech must be clear.
  3. Manager's responses should always be positive and affirmative. Especially it concerns questions with a hoof from the client.
  4. "Smile" into the phone. Manager's voice should sound cheerful and fun. In ICQ, use “)” emoticons with restraint, if the client himself inserts graphic emoticons, you can also use them.
  5. Increase the competence of managers. The higher the qualification of a specialist, the higher-quality answers for the client, the higher the client’s trust in your company.
  6. Never interrupt a customer. Listen to the end, even if you already know the ending of the question.
  7. Try to find out what goals the customer has by purchasing this product. Perhaps his choice does not correspond to his goals, the task of the manager is to explain the wrong choice and give competent advice.
  8. Do not allow the manager to ask the client for a long time about the contact information, to talk on the phone about promotions and discounts and other unimportant information.
  9. If there is no necessary product, always offer other options to the client.
  10. Work in the manager-client mode, not the client-manager.
  11. If the conversation turned to the fact that the store will contact the customer after a certain time, clearly define this time.
  12. Always call back to the client if there are any significant deviations from the arrangements with the client.
  13. If you have what is being sold “small” to goods worth little money, some kind of promotion with probes or catalogs is taking place, suggest the client to buy “trifle” or participate in the promotion.
  14. At the end of the conversation, push the customer to the order with the phrases “for what number to arrange delivery?”, “What product will you order?”
  15. If the requested product passes through the promotion or has a discount, be sure to report it.
  16. You can not cram customer stale goods. Cheating always become apparent. Offer the customer a product that would be advised to themselves.
  17. Tell customers by phone along with the order amount of their discount.
  18. You can not use the phrase: "This is the last in stock" as a technique for persuading to make a purchase.
  19. If you decide through the manager to find out where the client came from, do not be persistent. Maximum 2 questions.
  20. Always thank the customer for their confidence in you: “thanks for the order” or “thanks for the purchase”.
  21. In ICQ, always in one message with the information of the goods indicate its price.

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Source: https://habr.com/ru/post/60039/

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