Call Center Training Solutions Blog

We often hear telephone associates wondering aloud why they have to make a sales offer every time they speak to a caller. They say, “I can tell who is going to buy and who isn’t.” Unfortunately, the research that we have done just doesn’t back that statement. If you observe telephone calls on a regular basis, you will hear very friendly callers saying, “No,” to sales offers and many less friendly, somewhat distant callers saying, “Yes.” The truth is that you just can’t tell who is going to say, “Yes,” until you make the offer.

More than that, however, every caller deserves (yes, I said “deserves”) a sales offer from a telephone associate. Here are a few reasons to make a sales offer on every all. Read More »

Your customer tells you that $2395.00 for that product is more than they wanted to spend.  Mike, I just can­t fork out that much money right now, even though I know these cabinets have all the bells and whistles.

At this point, should you try to justify the price with more Value? Should you drop the price? Should you look for a different buyer with more money? So many difficult choices, and so little time.

Before you do anything, keep this in mind. Without realizing it, most sales people will respond as if they had a $2395.00 price objection. They do not. How much is the actual price objection? The difference between $2395.00 and the number the customer has in her head that she wanted to spend. If she is thinking about a competitor­s cabinets that sell for $1695.00, the sales associate has a $700.00 objection. If the client decided that she can­t spend more than $2000.00, the sales associate has a $395.00 objection. Read More »

If your call center makes selling attempts in any capacity, Fallback Offers can significantly increase your total sales and your average revenue per sale. Fallback Offers are not new, but few call centers maximize this important sales tool. By implementing the ideas in this article, your center can be well on its way to your best sales year ever.

What is a Fallback Offer?

A Fallback Offer is a second sales offer that follows an initial offer. When a caller rejects the initial sales offer, the telephone associate makes a second offer that is usually smaller in scope and reduced in price. For example, an airline sales associate may offer the “Premium Travel Package,” which includes first-class seating, upgraded meals and vouchers to various events. If rejected, the associate may make a Fallback Offer on a lower-priced package that doesn’t include the upgraded meals, and may have only business-class seats. Read More »