these skills remain important, so don’t neglect them.
by jassen bowman
tax resolution systems
yes, it’s 2018, but alexander bell’s old-timey talk machine is still the #1 sales tool in your office.
more on tax resolution: when to follow up on prospects | how to reactivate lost clients | don’t ignore your existing leads | some office nuts and bolts | the importance of goals and affirmations | the ins and outs of hiring and firing | market to your ideal clients | one-step vs. two-step marketing
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it’s the box through which most appointments will be scheduled, even if you have a web-based scheduling system. it’s where most of your reminders are conducted, and is a powerful lead conversion tool. don’t neglect the importance of phone skills in the 21st century.
telemarketing means both inbound and outbound. regardless of the direction of the call, most calls in or out of your office will predominantly carry a sales purpose. as such, both yourself and any staff who are on the phone regularly need solid phone skills, and at least basic sales skills.
in general, the phone is not the place for exchanging information. the telephone conversation should almost always kept short, with the purpose of getting the prospect in the door for a face-to-face appointment.
for example, if a prospect calls in and wants to ask a tax question, the proper response is not to actually answer the question, even if the person on the phone is capable of doing so. the proper response is something like: “that’s an excellent question, and that’s a topic that many of our clients, like you, are interested in. the best way to get your questions addressed properly is to schedule a time to meet with _____. would tuesday at 3 p.m. or saturday at 10 a.m. work better for you?”
this conversion to setting the appointment should be drilled into all of your staff, regardless of their position.
key phone rules
- always aim for the appointment.
- always answer the phone within four or fewer rings.
- always physically smile when on the phone – it comes through in your voice.
- always give your own name and the firm name when answering the call – people like to know to whom they are speaking.
- be warm, friendly and empathetic. this helps build rapport.
- always ask for and then use the caller’s name during the conversation. builds rapport.
- brevity is good. always politely get to the reason for your caller’s inquiry.
- if a new prospect, always obtain basic contact information early in the conversation. for example, “just in case we get disconnected, what’s the best number to reach you on?”
- give the caller your full attention, even with other things going on in the office.
- politely assert control over the conversation – direct the course of the call, particularly with open-ended questions and directed responses.
- express things in positive language, not negative words.
- always thank them for calling, no matter what for.