All of you working in a call center know what it feels like to be told ‘no’ throughout an entire day. In all honesty, it sucks. Consistently getting negative responses during an 8-hour shift is not something you're looking forward to. Even the strongest of characters would get pretty bummed out after handling such negativity.
It’s not always about you - you just happened to have a bad day and contacted the wrong people. There’s no need to get depressed over it.
But there certainly are a few things you could do to turn the whole situation around.
Here are a few tricks that might make your potential customers change their minds and give you a yes instead of a no.
#1 - Personalization is Key
Year after year, personalization is becoming more and more relevant, so don’t sleep on it! To get a yes instead of a no, you need to make your customers feel unique.
Remember that no two customers have the same needs or goals, so tailor your offer following their liking. Don’t make assumptions - talk to them and get to know them a bit more. Once you figure out what it is that they need, prepare your script.
#2 - Script Preparation
Scripts are vital in these situations. It would help if you made a few of them so that you’re ready to face all of the possible scenarios. Test them, and figure out which ones are the most successful and suitable for the given situation.
Although it’s unnecessary to stick to your scripts at all times, it’s useful to have them on hand nonetheless.
When your customer asks you a question, it should be clear that you don’t have much time to give them an answer. Nobody’s willing to wait more than 5 seconds for you to respond.
Therefore, I suggest that you list the most common questions that you get asked and write down the answers - a so-called FAQ list. That way, you will save a lot of time and get one step closer to hearing ‘yes’ from your client. Have well-thought-out responses, and you’re good to go.
#4 - Get to Know What Your Customers' Goals Are
Getting to know what your customers want is also another step closer to getting a yes. Once you manage to find out their goals, make sure that you find that fine line that connects whatever you’re offering to their ultimate goal.
This will get your clients to think twice before giving you their final answer. The fine line won’t always be obvious, but if you try hard to get to the bottom of things, I'll guarantee you’ll find it.
#5 - Master the Art of Storytelling
Yes, storytelling - my personal favorite. As I’ve mentioned above, you usually don’t have much time to respond, so make your story compact.
While you’re at it, don’t forget that people are highly emotional beings. If you somehow manage to get them emotionally invested in what you’re saying, you will surely be hitting the jackpot.