A business will make use of many different departments and strategies so that it can advertise its product or service and sell well, and this ranges from a good online marketing campaign to in-store signs and stickers, but another essential aspect of sales, especially when selling to other businesses (business to business, or b2b) is having an effective marketing call center and skilled workers in it. A customer call center can perform similar work and make use of similar strategies as workers at a marketing call center, and an outbound sales call center or inbound sales call center can do much the same. This is matter of one person communicating to another in a proper conversation, with tone of voice, choice of words, and more all playing a part in making effective sales and reaching out to people. This makes it different work than doing web design or managing a business’s social media page to reach out to customers. Timing, personality, professionalism, and more will factor in to this, and a skilled, personable worker at a marketing call center or customer service call center will be a more effective promoter of the brand name. How can this be done, and what do statistics show about calling business customers on the phone?
The Power of the Phone and Voice
Businesses will always care a lot about how to market their names and products to others, and many statistics are gathered every year for marketing, advertising, and outreach, among other things, and businesses will make good use of these numbers. In the arena of a marketing call center or other phone-based work, what do the numbers show? On a large scale, it has been found that nearly $1 trillion in consumer spending is in fact influenced by the calls that are placed to businesses, and this means that phone conversations are very much a part of the sales funnel. Customer service is central to this success for any business, big or small. When it comes to making purchases, for example, about 64% of people find that customer experience is more important than even the price, and similarly, about 70% of buying experiences will be based on how the customer feels that they are being treated. Businesses have quickly come to realize this, and to that effect, 72% of businesses have stated that improving customer experience is their top priority. A lot of sales can be made or missed based on the quality of how sales professionals treat their customers, whether those customers are part of the general populace or are business professionals themselves in a b2b interaction. A bad technique for customer service can cost the business money, while great service will create new customers and keep current customers on board. How can this be done?
Making a Good Call
The workers at a marketing call center will have many techniques and training to keep in mind, but there are some general trends for how effective sales calls can be made. For one thing, the sales caller simply should follow etiquette for conversations in general. Interrupting the customer is never a good idea, nor is using an aggressive, angry, or emotionless tone of voice. Rather, the caller should build a good rapport with any customer, and listen carefully to them to get a feel of their needs and wants, and what they will spend money on and what they expect from the seller. This may also involve the seller getting to know the customer and asking the right questions to build up a profile of them as a person and as a customer. The sales caller can promote their service or product in detail and put it in positive terms, and add a gentle but clear sense of urgency with limited time sales, deals, and discounts to help encourage the customer to buy, and to buy now. If this is done right, among other techniques, a sales caller may not only get a customer but may also maintain repeat customers. After all, it has been found that it is about 25 times more expensive to create a new customer than to maintain an existing one, so those working at a marketing call center may want to keep that in mind.