Make sure to read part one - Click Here
The business phone for your Durham, NC area business should never be treated like a triage helpline. So often employees work only to resolve the call to free up time for the next caller. It should be rather that the person that is on the phone; is currently your single most important customer.
An informational call can easily be turned into a sales call. If they are inquiring about a product, ask “when they might come in? Or can I hold a product for you?” If it is a service call: “when would you like to make an appointment?”
Before you hang up, make sure that there is some level of commitment offered that will help encourage the customer to follow through and come do business with you.
Many auto parts retailers will offer an incentive to hold a product for their customers further reinforcing the opportunity for the customer to come in. With competition for many retail and service level businesses in the Durham, NC area; asking for the sale may be that one technique that keeps them from calling your competition.
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We all know about overhead, employees cost money. However, not having enough employees to properly give your customers the time and respect that they deserve; will cost you much, much more.
By empowering your employees to take that little bit of extra time, to properly care for your customers over the phone; you will find the overall atmosphere of your Durham, NC area business will reflect this quality mindset.
This type of one-on-one sales/service approach is echoed in those companies that consistently identify with the highest customer satisfaction scores in their industries.
Note: While it is true that finding good help can be difficult, you cannot allow that to be the reason why quality customer service is not rendered to your customer.
At the end of the day you are paying your employee as a representative of your company; this includes to respect and identify with your company standards and methods for the appropriate treatment of your customers.
Your management team should regularly observe and train employees on proper telephone etiquette and sales tactics; to make sure that they are adhering to your guidelines. If an employee has an inappropriate attitude or is unwilling to adhere to established guidelines, then this individual is costing you more than an hourly wage. They may be costing you a sale and a potential long-term customer. In this competitive climate in the Durham, NC area… You can’t afford that.
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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