One of the most important touchpoints on the consumer buying journey is the phone call. After consumers discover your products or services on Google (or Bing, Yahoo, etc.) and those prospects are impressed with your business website, a phone call may move them one step closer to a sale.
At the call stage, prospects have very high expectations because they're calling to see if you have the solution to their problems. If you can answer the phone quickly (or reply immediately to a call you couldn't answer) and provide the information prospects seek, you have an excellent chance of winning their business. Not sure how you're doing at the phone call stage? Check out these three signs that you might be suffering from phone failure, and find out what you can do to improve your call handling practices to get more business.
1. You Play Hide-and-Seek With Your Phone Number
Excellent phone service begins with the phone number itself. How easy is it for your prospects to find? If you've buried the phone number somewhere on your website, you're making it too difficult for prospects to call you to begin with. So don't send prospects on a hunting expedition. Make sure your phone number is visible and easy to find on every page of your website.
2. No One Answers the Phone When It Rings
According to Consumer Reports, 71 percent of its survey respondents said they felt "tremendously annoyed" when they couldn't reach a human on the phone when they called a business. Does your phone just ring … and ring … and ring? If so, try to determine why. Then, you can take steps to catch these all-important calls? For example, is it time to hire a receptionist? Or, would a third-party phone service be helpful? At the very least, ensure you have an easy-to-use voice messaging service in place.
3. You're Not Monitoring How Employees Speak With Prospects Over the Phone
According to helpscout.net, 73 percent of consumers give up on a business because of rude or incompetent staff. If you're not sure how well your employees speak with prospects over the phone, you could be losing prospects. One solution is to invest in call-recording software that helps you monitor calls between employees and prospects. Call monitoring will help you assess employee professionalism and knowledge of your products and services. With this information, you can then determine if employee coaching or additional product training is necessary.
Using these three relatively simple tactics can help you to improve your phone handling techniques. You'll be able to capture more leads and ultimately win more businesses.