You’ve taken the time to sit down with a marketing professional to put together an advertising campaign that really helps set your business apart from your competition.
Your vehicles have been wrapped, you have your billboards in place, signage looks fantastic, you have a great looking and functional website, Google AdWords and social media campaigns online.
You've made sure your shelves stocked and employees hired, POS systems are good to go; you’re ready for the phone to start ringing… Or are you?
How you interact with customers when they call into your Durham, NC area business is just as important as the steps that it took to get them to call. Are you prepared?
Let’s take a look at some basic customer interaction skills that every small business in the Durham, NC area should be aware of; to get the best return on your advertising investment.
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No, this isn’t an 80’s flashback… but rather a moment to reflect on how you answer your phone. “It’s amazing how people answer a business phone,” quoted from Rick Brewer, small business counseling specialist; “So many businesses answer the phone like they’re talking to their spouse or best friend with a hello, what’s up attitude.”
Even in this day and age, the telephone is your single greatest marketing tool and line of communication to your customers. If not used correctly, it can cost you a sale without the customer even stepping foot in your Durham, NC area business.
Here are some simple, easy to follow guidelines when answering the phone:
Before you answer the phone, pause… collect yourself; then answer the phone line calmly and confidently. When you answer a phone in a stressed or hurried tone the customer can pick up on that.
Identify the name of the business and YOUR name. This helps establish a personal connection with the customer and makes them feel more at ease.
“I can help you” not “how can I help you”. Let your customer know by this simple phrasing that you are the person that can take care of their inquiry. National chains that have incorporated this simple phrase report the highest customer satisfaction indexes in their industry. (examples: Lexus and Honda)
Ask their permission if you need to place them on hold. At the end of the day it’s about treating your customer with a level of respect. We’ve all been on the phone with the “call center mentality”… How did that make you feel? Just like a number, right? Think of the impression that will be made when you asked them: “Would you mind if I place you on hold for just a moment, I promise I’ll be right back”.
Never leave them on hold for more than 30 seconds. While it may take more than 30 seconds for you to find the answer to their question, you should check back with them every 30 seconds to let them know that you are working on the solution.
On Part 2: We will discuss - Asking for the Sale!
Small and home-based businesses need a competitive edge with a competitive price in order to help get their message out. Bull City Signs serving Durham, NC and surrounding areas is ready, willing and able to put our experience to work for you. For years we have provided marketing minded graphics that are not only attractive but will help grab the attention of your potential customers as well. To back that up, we provide a wide range of services from banners to business cards and lobby signs to help get your message out even more.
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