Every time your business receives a call from someone inquiring about your services, it’s an opportunity to create a new customer. When your team is well-versed on how to handle these communications well, you can drive up your MSP sales. Here are some tips to make the most of every inbound call:
Leading to the Phone Call
All your marketing efforts are aimed to have potential customers reach out to you for the products and services you provide. This may be by telephone, email, or your website. Phone calls are great because they are in real-time and are more personal. The few minutes that you have someone on the phone must be maximized, and the best way to do this is to be prepared.
Make sure that you give training and support to your team members about how to handle inbound calls and customer inquiries. You may want to consider using some kind of script or format to keep things uniform and to make sure you’re hitting a few important key points. Many businesses drop the ball at the onset by letting calls go to voicemail. Make sure you have someone answering the phone as often as possible. If you are not able to answer some of the calls at the time, make sure you, at least, return them in a timely manner. If your callers can’t reach you, you may be losing out on a lot of MSP sales.
During the Call
It’s important to practice active listening with your callers. Make sure you catch all relevant information, such as their name, the nature of the problem they are trying to solve, and the kind of services they are looking for. If you miss a detail, don’t hesitate to ask them to repeat or clarify. Here, it’s very important to connect with the customer, and using a friendly tone and showing enthusiasm can help you do just that.
Don’t end a call without mapping some kind of way forward. If they are ready to get your IT services, give then the next steps to close the sale. If they are still on the fence, schedule a proper appointment with them either at your offices or over the phone. Present some different options to them and try to work around with their availability. It’s also a great idea to get your caller’s contact information. As a closing step to every call, be sure to outline what you have agreed upon regarding an appointment.
After the Call
Once the call is done, don’t fold your hands and forget about that caller. Even if you didn’t reach any conclusion and they were still undecided, you still have an opportunity to win them over. Be sure to follow up with them after a reasonable time using their preferred contact method. Also, send them directions or any other information that they may have requested. If you put in the effort to improve your call handling, your MSP sales are sure to reflect this in time.