In today’s fast-paced business environment, a phone call is often the first point of contact between a potential customer and a business. Therefore, it is essential to provide excellent customer service over the phone. However, sometimes callers will reach voicemail instead of speaking with a live person, leading to missed opportunities. In this article, we will discuss how many sales you may lose to voicemail and offer tips for better call handling.
Understanding the Impact of Voicemail on Sales
A recent study revealed that the majority of callers will hang up and not leave a message when they reach voicemail. According to the study, up to 80% of callers will not leave a message, which means that businesses could miss out on many potential customers. In addition, the study found that many callers will not call back if they do not receive a response, which means that businesses could miss out on repeat business.
Furthermore, voicemail can also affect the perception of your business. If callers repeatedly reach voicemail, they may start to view your business as unreliable or unprofessional. This perception can cause potential customers to turn to your competitors instead of using your services.
Tips for Better Call Handling
Effective call handling can help you avoid losing potential sales to voicemail. Here are six practical tips for better call handling:
- Answer Calls Promptly
Answering calls promptly is critical to providing excellent customer service. Customers appreciate a fast response, and it can help build trust and credibility. Aim to answer every call within three rings or less, and if you are not available, ensure that your voicemail greeting is professional, friendly, and provides relevant information, such as when you will be available or when the caller can expect a call back.
- Be Prepared for Every Call
Before you answer the phone, take a few seconds to prepare yourself mentally. Focus on the call and the caller’s needs, and eliminate any potential distractions. Have a pen and paper ready to take notes, and ensure that you have all relevant information about the caller, such as their name, contact details, and the reason for their call.
- Listen Attentively and Empathetically
Listening attentively and empathetically is essential to understanding the caller’s needs and providing excellent customer service. Pay attention to what the caller is saying, and ask relevant questions to clarify any points of confusion. Use active listening skills, such as repeating key points back to the caller, to show that you are engaged and interested in their needs.
- Ask the Right Questions
Asking the right questions can help you understand the caller’s needs and provide relevant information. Prepare a list of open-ended questions that will allow the caller to provide detailed information about their needs. Use the information to tailor your response and offer personalized solutions that meet their needs.
- Provide Clear and Concise Information
Providing clear and concise information is crucial to effective call handling. Here are some tips for delivering information in a way that is easy to understand:
• Use plain language: Avoid using technical jargon or industry-specific terms that the caller may not understand. Use simple, everyday language instead.
• Be specific: When providing information about your products or services, be as specific as possible. Provide details such as features, benefits, and pricing to help the caller make an informed decision.
• Organize your thoughts: Before responding to a caller’s question, take a moment to organize your thoughts. Structure your response in a way that is easy to follow, and use bullet points or numbered lists to break down complex information.
• Avoid rambling: Stay on topic and avoid going off on tangents. Keep your response focused and concise.
• Check for understanding: After providing information, ask the caller if they understand and if they have any further questions. This can help ensure that the caller has all the information they need to make a decision.
By providing clear and concise information, you can help the caller feel more confident in their decision to use your services.
- Follow Up Quickly and Effectively
Following up quickly and effectively is crucial to closing deals and building customer loyalty. If you need to research an answer or find a solution, let the caller know when they can expect to hear back from you, and ensure that you follow through on your promise. Consider sending a follow-up email or making a follow-up call to ensure that the caller’s needs have been met.
Conclusion
Handling phone calls effectively is crucial to the success of any business. Voicemail can be an obstacle to closing deals, but by following the tips outlined in this article, you can improve your call handling skills and increase your conversion rate.
Answer calls promptly, be prepared for every call, listen attentively and empathetically, ask the right questions, provide clear and concise information, and follow up quickly and effectively.
FAQs
1. How can I ensure that I am answering calls promptly?
A: Set your phone to ring loudly and answer calls within three rings or less. If you are unavailable, ensure that your voicemail greeting is professional and informative.
2. What are some examples of open-ended questions that I can ask a caller?
A: “Can you tell me more about your specific needs?” “What challenges are you currently facing?” “How can I help you today?”
3. How can I follow up effectively without being too pushy?
A: Send a polite follow-up email or make a brief follow-up call to ensure that the caller’s needs have been met. Avoid being too pushy, and respect the caller’s time.
4. What should I do if a caller repeatedly reaches voicemail?
A: Consider using a virtual assistant or receptionist service to answer calls when you are unavailable. If you cannot afford a virtual service, ensure that your voicemail greeting is professional and informative.
5. How can I build trust and credibility with callers?
A: Answer calls promptly, listen attentively and empathetically, provide clear and concise information, and follow up quickly and effectively. These actions can help build trust and credibility with callers and increase their likelihood of using your services.