When They Are Busy, You Are Busy Too
Five Star Phone Strategies
I kick off the show with a call with Angry Jim. He's tired of being called, but I love him. Can't we all just get along? What do you do when dealing with the Google Robo Killer? I'm also going to play my secret Robo Killer call. The Robo Killer is software that prevents calls from getting through. I’ve talked about double dialing, but write down that less is more when dealing with the Robo Killer. Always go with the philosophy of less is more. Don't attempt to sell to the gatekeeper. I also talk about the sales laws such as eventually all customers will leave you for one reason...
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Turning A One Star Google Review Into A No Review
Five Star Phone Strategies
An easy way to increase sales is to get the right phone strategies down. That’s what we do, and I’m going to show you some techniques where you can do the same. When you get a customer call and ask how they heard about you, many will answer Google. Some people are just searching for someone to do the work at the lowest price, but 65% are looking for value. They determine value by reviews. I’m going to talk about why we ask how'd you hear about us? I’m also going to share some examples of how to get that dreaded one-star Google review removed. I also show you how to ask for a...
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Using Robocop And Who Do You Know That I Should Know
Five Star Phone Strategies
Remember the old show Robocop? There’s phone software called Robokiller that I’ve been running into lately. Google assistant also makes an attempt to screen phone calls. I’m going to share my Robocop method or how to get around Robokiller, Google Assistant, etc, when making calls. I also share examples of these calls and share why my method is so effective. I also talk about the double call method and listening to the recipient's voice mail message. I share examples of what to listen for and how to match tone and temple with one of the four types of prospects. I also go back to the tried...
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Is That Code For Go Away And Take Notes Please
Five Star Phone Strategies
Have you ever wondered if someone's polite response was really code for just go away? That's what I'm talking about today in secrets for working the telephone. Is the prospect playing me or putting me off? I don't mind postponing the sale for the future, but I'm not crazy about being blown off. As always, the mission of the show is to give you value. If you were better off after listening to this show than you were before, then think about giving us a five-star review. What you're reading and listening to will determine your wealth. The best way to network is to add value. This show will...
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Tone and Tempo
Five Star Phone Strategies
Tone and tempo make all the difference when making calls. In fact, 93% of communication on the telephone is all about tone and tempo. In-person communication is done with body language, but those all-important phone conversations are based on tone and tempo. Today, I go over actual calls to emphasize what I'm talking about. I also talk about essential keys to phone communication, like slowing down and embracing silence. We listen to understand, not to respond. By listening, we can notice the person's personality type on the other end of the phone. Are they dominant, an influencer,...
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If You Like What We Do Tell Others If We Can Ever Do Anything Better Tell Me
Five Star Phone Strategies
I kick this show off with a recording of one of my biggest phone fears. What if somebody's mad at me? This one is hard to get over. No one wants the person on the other end of the line to sound angry. I go over methods to make calls the right way and sound like a sales professional not a telemarketer. We also go through a call where I thank the customer, ask for a five star review, and use subtle methods to learn more. I also share a technique to get the customer’s email. I also talk about the importance of having a script and including if you like what we do tell others if we can ever...
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Listening for Noises
Five Star Phone Strategies
Listen closely when you are on calls. Background noises, sound effects, and names can all be clues used to understand your potential customer better and build rapport. I have my coaching students go through a training where they listen to sound effects. These sounds offer subtle clues that can help make a sale or land a positive review. 93% of communication on the phone is tone and tempo. What are the background noises? Is the person on the other line talking fast or talking slow? In this episode, we go through some recorded calls and what to listen for and what to do with this...
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Asking Your Customers for Google Reviews and Following Up
Five Star Phone Strategies
Over 85% of prospects will go to your website before they call you or decide to move forward with your service. What do they look at? Reviews. I like the sweet spot of reviews where there are many five-star reviews, but not every single review is a five-star review. Having customer testimonials of how you’ve resolved or corrected a problem is also extremely valuable. According to Google, 70% of consumers are willing to give feedback and reviews after receiving a service. That’s seven out of ten people who are willing to provide feedback or leave a review. The most common reason...
info_outlineListen closely when you are on calls. Background noises, sound effects, and names can all be clues used to understand your potential customer better and build rapport. I have my coaching students go through a training where they listen to sound effects. These sounds offer subtle clues that can help make a sale or land a positive review.
93% of communication on the phone is tone and tempo. What are the background noises? Is the person on the other line talking fast or talking slow? In this episode, we go through some recorded calls and what to listen for and what to do with this information. I also talk about how important it is for incoming calls to customer service representatives to be sound effect free.
Our motto is that being listened to and being loved are so close together that people can’t tell the difference. I hope this episode helps you improve your inbound and outbound phone listening skills. If you found this episode helpful, let us know or share it with a friend.
Episode Highlights:
[01:40] When making cold calls listen closely. Here's a call where we learn the customer's dog's name.
[02:23] With a pattern interrupt we say things that people aren't expecting. Get in the habit of listening closely for opportunities to bond and create rapport.
[03:30] A call where the customer service rep is humming and whistling while taking an order.
[04:15] Here's a call where the rep laughs when the guy says he still lives with his parents. Customer care teams need to be reminded to avoid the sound effects.
[05:26] An example of a cold call where the potential customer is going through a drive through.
[07:31] Being listened to and being loved are so close together that people can't tell the difference.
[07:50] You can have opportunities to bond on calls when you listen for clues about what your potential customer is up to.
[10:45] An example of one of my students listening. The husband includes the wife. This is an opportunity to connect with the wife too.
[12:52] Ask your customers for email addresses. 81% of leads aren't followed up on.
[13:01] Things to remember: 1. No sound effects when taking inbound calls. 2. Listen for sound effects on outbound calls.
[14:06] 93% of communication is tone and tempo.
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