The pandemic has increased the importance of inbound sales calls as face-to-face pitches have almost disappeared.
To ensure that the company’s resources are optimally used, marketers should aggressively weed out callers who are unlikely to convert. According to a study by Tethr, misdirected inbound calls have low conversion rates of around 16 per cent and can hurt the overall sales effort.
Inbound call handlers can also convert a hesitant shopper into buys by focusing more on solving customer problems than just “diagnosing”. Offering personalised guidance, like “Personally, I would choose this package”, is more likely to elicit a positive response.
Digging deep into customer objections by asking relevant questions can help stave off a lost sale. High performing sales reps often actively address the customer’s unarticulated concerns. Aiming for a respectful yet firm tone of voice while handling customer misunderstandings can lead to better conversions.
[10 minute read]
