hello, may i help you? the #1 biggest mistake businesses make with inbound calls
Post on 14-Jan-2015
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How Not to Handle Inbound Call, Part II
Let’s pick right up where we left off yesterday with How Not to
Handle Inbound Calls.
How Not to Handle Inbound Call, Part II
To recap, we talked about what to do before the call even comes in…
How Not to Handle Inbound Call, Part II
Making sure you have different numbers and/or extensions for
each and every ad and direct mail piece you run…
How Not to Handle Inbound Call, Part II
And making sure that all relevant information is captured, recorded,
and tested against.
How Not to Handle Inbound Call, Part II
The absolute biggest mistake I see businesses make with inbound
calls is this…
How Not to Handle Inbound Call, Part II
They have secretaries or receptionists handling the calls.
How Not to Handle Inbound Call, Part II
First off, any people that call in are calling in as a direct result of your time, effort, and money in
marketing to these people.
How Not to Handle Inbound Call, Part II
You made them and offer and they are responding.
How Not to Handle Inbound Call, Part II
They are ready to buy… or to move one step closer to buying by raising their hands and qualifying
themselves as a lead. They are ready and willing.
How Not to Handle Inbound Call, Part II
If the caller isn’t handled the correct way, all the time, effort,
and money spent getting that person to this point will have
been wasted.
How Not to Handle Inbound Call, Part II
That said, there’s a lot at stake on that phone call.
How Not to Handle Inbound Call, Part II
Why would you have a receptionist or secretary who isn’t
a skilled salesperson, trained at the art of communicating
effectively on the telephone…
How Not to Handle Inbound Call, Part II
Why would you have them answering these important (and
expensive) calls?
How Not to Handle Inbound Call, Part II
Seems like you’re stacking the deck against you, doesn’t it?
How Not to Handle Inbound Call, Part II
Instead, we should all be smarter with our resources and have only the best trained and incentivized salespeople handling these calls.
How Not to Handle Inbound Call, Part II
Like I said before, most businesses are leaving a ton of money on the table, not handling inbound calls
the right way.
How Not to Handle Inbound Call, Part II
But not just that…
How Not to Handle Inbound Call, Part II
They’re pretty much throwing money out the window.
How Not to Handle Inbound Call, Part II
More to come later in week. Trust me, you won’t want to miss the next message that ties this all
together.
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