Utilize our top-notch call center tips to convert inbound leads into first-time buyers

Sales calls for the inexperienced sales rep can invoke a serious case of stuttering, sweaty palms, and self-doubt. The art of making an outbound call (cold calling) takes years to master, but what about fielding inbound calls? We’ve put together our best call center tips to help you seal the deal.

Cold calls are made to prospects with no prior connection to your company, making it that much harder to persuade them to action. Converting an inbound call, however, is a different beast. The prospect is calling you for specific information, which qualifies them as a genuine lead. Although the circumstances are different, closing the sale is still difficult to accomplish.

In this post, we’ve chosen our best call center tips to help you through the process and improve your performance. With sustained effort and continued mastery of these ideas, you’ll be well on your way to developing highly sought after skills.

Converting leads into buyers: 4 call center tips to master

1. Develop a customized sales call script

Chances are you have a script to go by when you answer the phone. It was provided to streamline the process of moving leads into the next phase of the buying cycle. That could mean placing an order with you over the phone or setting up an appointment to speak with a representative in person. Either way, your phone script can always be better.

Here’s a short list of features that every script should have to help you close more deals:

  • Every script is planned out to align with specific products, determining how the conversation will continue, and what key questions to ask the prospect.
  • Fill your script with open-ended sales questions. For example, don’t ask: “Are you interested in purchasing “this product” for only $19.95 today?” Ask them: “Why do you feel this product best suits your needs? What else can we offer you today?”
  • Your script should be customized according to trial and error. If you see that something isn’t working, trying a different method and change it.

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client-managerWhile you’re answering your inbound calls, Blitz can capture more leads for you with our automated lead management software. Feed in leads automatically and start an automatic follow-up process. Sign up with Blitz today for a 30-day free trial.

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2. Build up your product knowledge beyond expectations

Visualize your product knowledge as if it were a giant tool box. You should have every available tool at your disposal to repair, fasten, and strengthen your customer’s interest. Memorize and learn to contextually focus on benefits, price points, ROI, features, and more.

When you’re able to pitch your product to your customer and answer all their questions, you will be in a better position to understand their pain points. If you get the customer to reveal their emotional pain points, they essentially tell you how to sell the product to them. And what’s more, you can better practice your responses to their objections.

3. Record, recognize, and adapt

One of the quickest ways to develop sales skills over the phone is record the conversation and listen to it. Think about it: there’s no other sales process that allows you to observe your faults and hiccups. It provides an opportunity to learn from your mistakes as they occur.

Here’s step-by-step guide on how to best utilize this one our best call center tips:

  • Follow along with your phone script and mark down all the areas where you run into “hiccups.” Is there a pattern you can see?
  • Listen to your voice. Are you excited? Mild? Apathetic? Maybe you start out enthusiastic, but begin to dip after a few minutes.
  • Watch for “um”, “uh”, and other repeated words. It’s hard to notice when you’re talking, but there’s often all of “filler language” getting in the way of your dialogue.

4.) Seek out a dialogue, then make your pitch

You first and only concern with an inbound call is to create dialogue. The customer is calling you, so get into a conversation about the topic and allow them to lower their guard.

Developing trust is one of your greatest assets; people want to buy from people they like. Many times, the purchase they’re considering comes from an emotional decision process. If you can make them feel good about the purchase and validate their interest, you’ve already done most of the work to complete the sale.

Remember: keep your dialogue in check. These call center tips won’t work if your conversation goes off the rails and begins to work against you. You have to find a way back to the original point: making a purchase. Keep your prospect in line by asking pointed questions about their needs and wants, and why your product will help them.

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client-managerWhile you’re answering your inbound calls, Blitz can capture more leads for you with our automated lead management software. Feed in leads automatically and start an automatic follow-up process. Sign up with Blitz today for a 30-day free trial.

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What’s your opinion: how do you close deals over the phone? Add to the conversation and share your thoughts in the comments!