Nuggets From the PhoneSmart Training Day
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During a recent PhoneSmart training session Call Center supervisor, Dana, did a presentation on her pet peeve, salespeople that use the word “do”. Using this dreaded word automatically turns any question into an evil yes/no query. (“Do you want to ?” “No.” “Do you have a credit card?” “No.” “Do you want to come in for a site visit?” “No.”)
In Sales 101, sales pupils are taught to use an “either/or” question. (“Would you rather reserve the or the 5×10?” “Would you like to use Visa or MasterCard?” “Would you like to come in Saturday morning or afternoon?”) Yes/no questions make it too easy for a customer to back out of any kind of a commitment. The person simply says “No” and goes on their way. The proper either/or question forces the caller to participate in the conversation, or at least use a little imagination to get out of it!
I have understood the idea behind the pros and cons of both types of questions for many years, but I never related it to the word “do”. Now that Dana has brought it to my attention, I realize how obvious it is! Listen to yourself or others around you. When trying to make a sale, do you use the word “do”? (Yes or No?)
Written by Ann Sheehan, PhoneSmart call center reservations specialist.
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