How to Utilize Phone Tracking

If you will be using call tracking from us there are a few things to remember:

Call tracking requires that we purchase a local or toll free phone number on your behalf.  This will be the phone number that we display in our ads on the Internet and on the website and mobile website, which we build on your behalf.  We offer call tracking at no additional charge to encourage this to allow you to better understand the benefits of the services we provide to you. Please give some thought if you want a local or toll free number.  There are different reasons for businesses located in different regions.  Please feel free to call in and ask for advice from our experts.   Once we transfer a call, it's up to you!  

Below are some hints to help you close additional business.

--- When the call comes in, ask the customer's name.  Write it down.  Then use their first name throughout your conversation with them. 

--- Always be cautious to not over talk them or "pitch" them.  Ask questions, then pause for 3 seconds and give them the time to full describe their issues.  Be consultative and only speak when they are completely done talking. You have 2 ears and 1 mouth - you should only be speaking 1/3rd of the time. 

--- Guide the conversation in a warm and caring way. "Customers don't want to be sold, but they don't mind being led".  Your customer is looking for someone to show them the solution.  Be assumptive that the sale will take place throughout the conversation.

--- Refer to how you can help them!  Always position your company benefits as to how they can help the customer. The average person thinks about themselves 93% of the time, so the conversation should always be about them.  

--- Make a friend! They will only purchase from you if they like you and trust you.  If your price is higher than your competitors don't worry, remember 93% of all purchases are not based on price.  Everyone has been burned, so their priority is not to be made a fool again (70% of human behavior is based on fear and 30% on attaining pleasure).  Focus on the trust aspect. 

--- Be brutally honest.  Most customers can figure this out if you're not telling the truth and you'll lose the sale. 

--- Visual aids are 15X more effective than just speaking.  Paint a picture of your solution in their mind.

--- Don't be afraid to ask for the order throughout the conversation.  A Harvard Study concluded that 80% of all sales occurred only after the sales person asked for the order five times or more. 
  
--- When you set an appointment, ask your customer to pull out their calendar and write down the appointment.  If they have Outlook, send them an Outlook Invite, this will reduce missed appointments by 20% - MIT study.  Always call ahead before you come to your appointment, this will reduce missed appointments by 30% - MIT Study.  

--- If you utilize a secretary or answering system, please move any inbound calls to the responsible person immediately! The chart below shows how rapidly this lead will diminish as a possible new customer as the delay between when you received the call and serviced it increases.  A study by MIT concluded that 78% of inbound leads convert to customers to the first company to respond.   

Post service: 

After each job, always ask for a referral.  A referral has a 17X probability of closing over a cold lead.

We record your calls for you.  After each sale, go back and listen to your calls.  You can double your sales in 90 days by listening to and studying your calls.