One of our customers uses our telephone answering services to ensure that their sales people are maximising their time. Their problem was that many of their sales enquiries were actually enquiries for information – the callers weren’t ready to buy yet. This meant that they were spending lots of money staffing a sales team that had become an information line!
The solution was to outsource the calls to us and reduce the size of their sales team. We developed a call script that took the caller through a qualifying process to see where they were in the buying cycle. By using conditional scripting (i.e the caller is asked different questions dependant on their circumstances) it now means that only qualified callers that are ready to buy are transferred to the sales team. All information from other calls is used by the customer to provide information to the callers and prepare them through marketing methods for when they are ready to buy.
If you have a service or product that attracts callers seeking information, guidance or assurance before buying, or you seem to attract lots of calls from timewasters, we might be able to help you.
By Steve West
Marketing and Business Development Manager
