In business, don’t overlook the importance of phone sales. Phone sales can be the backbone of a lot of smaller businesses as well as larger ones. Don’t underestimate how important they can be. Here’s some sales tips on handling phone sales that are just common sense.
1. Be polite. I hope that this should go without saying but I’m saying it anyways, be polite. Answering the phone in a pleasant cheerful voice is important. Sounding rushed and hurried can put customers off. Sometimes the first and lasting impression of a business are made over the phone.
2. Be knowledgeable. This means know what you’re selling and how to help the customer. If you don’t know what the answer is to their question, then find it out from someone that does. Don’t just shrug it off with a “I don’t know or care” attitude. If they’re calling, then they want something and it’s your job to deliver it to them.
3. Sell “up”. Using this technique does bring in more revenue, moves merchandise and makes your boss happy. If you have Mylar balloons, suggest attaching one to their flower purchase. If they order a bud vase, tell them about your small stuffed animals that would look adorable with it. If you’re having a special, mention it to them and how long it’s going to be running. Be helpful but not pushy. You can lose a sell by over selling too much as some customers find it annoying. You have to strike a happy medium.
4. Make sure the invoice is correct. Go over the order to see if you’ve missed anything or if they need to add anything they might have forgotten. Check to see if the names are spelled correctly and the address is right. Definitely check the phone number because you may need to call them back. There’s nothing worse than having a problem with an order and no way to contact the person who ordered it. It upsets the customer when you can’t solve the problem because of faulty order taking. You may end up not only losing the sale but the customer, family and friends as well.
5. If they’re paying by charge card, get the number correct. When the customer gives you their card number, repeat it back. There’s nothing more embarrassing then running a card through, having it be declined and then having to call the customer back. Then you have to go over the credit card number with them. If it’s your mistake then it makes you and the shop look incompetent.
These are just a few suggestions to make your phone sales a little easier. The name of the game is to keep the customer satisfied and you in a job. Both a really good idea!
by Linda Lee Ruzicka
Linda Lee Ruzicka lives in the mountains of Western PA , happily married and with her 8 cats and three dogs. She has been published in Twilight Times, Dark Krypt, Fables, Writing Village, June Cotner anthology, The Grit, Reminisce , the book, Haunted Encounters: Friends and Family. She also does freelances work for Beyond and forSalesheads. More of her blogs can be found at Salesheads blog.
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