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6 Steps to Bettering your Staff’s Phone Skills Without a Phone Script
Did you know that calls are 3x more likely to convert than any other type of lead?
With calls being so valuable, it’s no secret that phone training is crucial to the success of your business.
However, following a predetermined phone script and having great phone skills are very different.
If your staff is following a memorized phone script, they are likely to lose personality and feel unnatural on the phone.
Your staff may also make mistakes that can cost you customers if the script doesn’t match up with a caller’s needs.
Using a call outline is the best way for your staff to accommodate customers.
Focus on these 3 steps to create a call outline that will ensure success on the phone.
1. Introduce yourself and your business.
The two most important things your staff must state during an introduction are the employee’s name and your business name.
The introduction of each phone call should be reflective of your business and culture.
Include a slogan that will have a lasting impression on your customers.
2. Gather background information.
This portion of the call is where your staff will ask questions tailored to the customer and how he or she will utilize your business.
The questions asked should be ones that help your team assist customers later during the call.
A question like, “What version of our product are you using?” is great to include here.
3. Get to know the caller.
The benefit of call outlines is that they allow the flexibility needed to create relationships with customers.
After gathering basic information, have your staff build rapport.
Relationships lead to loyal customers, and loyal customers are some of your best marketers.
Take time to build a connection and grow your business’s network. Customers will remember you and gladly refer you.
Want to learn the last 3 steps to creating the perfect call outline?
Download 6 Steps to Bettering your Staff’s Phone Skills Without a Script. 6 STEPS TO BETTERING YOUR STAFF’S PHONE SKILLS WITHOUT A PHONE SCRIPT