Contact Center Superstar – Top 3 Tips for Closing More Sales
One of the questions we often hear from our contact center clients is “How can we get our agents to close more sales?” Whether you are measuring revenue per call, revenue per hour, or total revenue, the objective of increasing these metrics is often the focus of contact center managers and leaders. Unfortunately, many contact center managers simply tell their agents they need to improve the metric without providing any behaviorally focused ideas. Contact Centers’ most successful sales people use special strategies for closing sales. Top sellers are bold, confident and consistently establish TRUST with customers.
In today’s post, we provide the Top 3 Tips to Close More Sales.
No. 1: Treat closing like orange-juice concentrate – don’t water it down.
Do you make a habit of telling customers about every discount they can possibly receive in your initial pitch for a product?
Example: “Guess what, you qualify for a free, <your product here>. And you can get free shipping and free technical support, plus free this or that. Would you like to sign up for <your product here> today?”
If that sounds like something you‘d say to a customer, then you could benefit from an approach that top sellers use. First, they don’t “dilute” the closing pitch by presenting all of the discounts that customers might receive right off the bat. Rather, they position the product and then listen to customers’ objections. In response to those objections, top sellers bring up the appropriate special offers and discounts one-by-one. This approach gives you something else to close with if the customer objects. And it makes customers feel like they are getting the best possible deal…not just a “standard’ offer that anyone can get. See the example of an “undiluted” closing below.
Example: “Great, based upon what you’ve told me, it sounds like you need <add personalized benefit> and I recommend you add <your product here> for just $___. (Pause) This would allow you to attain <add second personalized benefit>. How does that sound?”
If the customer objects for financial reasons, then you can fall back on explaining the cost saving benefits of your product such as free shipping or free technical support. The key is not to bombard customers with ALL the pricing and discount information at once.
No. 2: Listen carefully to build TRUST.
After you ask for a sale, let the customer respond. If the customer needs a moment to think, let them. Don’t interrupt their train of thought. As the customer is expressing their thoughts and concerns, listen very carefully. Careful listening will not only put you in the best position to overcome the customer’s objections, it maintains the trust you built throughout the contact. Customers buy from people they trust.
No. 3: Classify objections by clarifying and then respond.
When a customer objects to a closing question, the agent must be able to identify the type of objection to fully understand the “WHY” behind the customer’s objection. All objections may be broken down into one of three categories:
- Misunderstanding – In these objections, the customer doesn’t understand the solution the agent is recommending. Often, this is caused by the agent leaving out details of the proposed solution or providing too much information for the customer to process.
- Doubt – When the customer lacks trust in the agent or doesn’t believe the product or service will meet their needs, the customer creates objections based upon doubt.
- Drawback – These are the most difficult objections to overcome. Drawback objections are based upon real or perceived fact in the customer’s mind. In these cases, the customer believes their current solution is more valuable than the one presented by the agent.
In order to overcome objections successfully, agents must classify them and then use the appropriate technique to overcome the objection. Here are the appropriate techniques for each type of objection:
- Misunderstanding – Clarify the information by focusing on the personalized benefits for the customer. Whether the customer has received too little or too much information, the focus on the personalized benefits of the solution will allow the customer to fully understand why they should agree to the solution.
- Doubt – Proof is required to overcome doubt objections. The most effective proof is third-party proof. When a customer lacks trust or belief in the solution or agent, providing third-party evidence to support the recommended solution will often sway the customer to accept the agent and the solution.
- Drawback – When the customer believes an alternative solution provides more value than the solution recommended, the agent is faced with a challenging value proposition. The agent must outweigh the alternative solution by identifying more value with their proposed solution. Drawback objections will not be successful navigated until the scale of value tips towards the proposed solution.
While there are certainly many more behaviorally focused ideas to help your contact center achieve more sales, these three tips have proven successful when appropriate implemented. If you have other ideas which have successfully increased your teams’ revenue, then please share them by commenting or send me an e-mail at firstname.lastname@example.org.