what the customer hears: true-life sales phone calls gone wrong (and right) - 3 presentations
DESCRIPTION
What the Customer Hears: True-Life Sales Phone Calls Gone Wrong (and Right) Forget the fact that only about half of the sales calls to a property ever get answered, this session will humorously explore what happens when prospects call or show up and they actually make contact with a leasing professional. While it’s fun to blame the advertising sites for lead quality, there are clearly opportunities for executives to pay closer attention to training and compliance in the sales organization. Presenters will discuss their own companies lead handling with real examples, and some of the steps they take to ensure that prospects have the best possible experience. This session will use playback of actual inbound prospect calls to frame the discussion.TRANSCRIPT
- 1.What The Customer Hears
Welcome!
2. Lead Prioritization
Tina Makssour, VP of Performance
Alliance Residential
3. Lead Prioritization & Focus
Sales associates are constantly forced to make judgment calls in
regards to prioritizing vastly different types of tasks
Call centers have the luxury of a singular purpose and clear focus
phone call conversion
When the focus is on call performance, the results increase
dramatically
4. Focus on Phone
5. How do you prioritize calls?
6. The Psychology of the Sales Associate
Cognizant of the administrative burden on our teams
How is the prioritization decision made within the larger context
of task?
Call routing & call me now features
Conversations have become more difficult as a result of divorce
& foreclosure
Recruiting the right sales associate and then equipping them
7. Why wouldnt you want to answer the phone?
8. Dont box me in!
How do we provide a framework & structure for succeeding
without creating a stiff, scripted and heavily sequenced approach
to selling?
Here is an example of a recorded call, conducted by a mystery
shopper, in which the sales associate scores 100% for checking off
all of the boxes on the shop, yet it represents a poor customer
experience.
Call Example:
9. Does the shop criteria help you?
10. Recognition & Informal Learning
As we simplify and modify our evaluation process, we believe that
the best way to learn is to listen.
11. On The TelephoneAre Your Sales Teams Sending Sales Signals Or
Busy Signals?
Patty Morgan-Seager
[email protected]
614-325-9770
12. National Statistics
73,864 calls from 1,380 communities nationwide:
Only 35% of qualified calls were converted to appointments.
2,863 appointment-setting opportunities were missed.
13. National Statistics
716fewer leases
Total lease revenue lost by these communities:8,450,395
14. Wow! Consider This!
9 of 10 future residents call first
4 times more likely to lease!
2:56 average call duration
3:00-5:00 minutes =50% visit
Make The Cut!
15. The Measuring Points
- No More Thank You
16. Getting Connected 17. Power Questions 18. Value Selling 19. Personal Invitation 20. Reciprocal Exchange 21. Memorable Finish