Two Simple Closing Techniques for Your Next Training Session
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Two Simple Closing Techniques for Your Next Training Session

Looking for ideas for your next sales meeting? Here are two simple habits that will help your phone reps close more sales deals in the next 30 days… #1: Deal With Objections Before they Happen The best time to deal with an objection is before the objection occurs. Most sales people fly through their presentation, ask for the order and then try to wrestle through layers of objections so they can (hopefully) close the deal.…

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3 Words that Will Motivate Your Sales Force

Want a motivated sales force? Three words… Help them win. Why? Because Winners NEED to win. They hate losing. They hate feeling like they aren’t living up to their potential. An article on Forbes.com reported that 70% of employees leave companies when they don’t feel valued or appreciated. Does this mean you should say nice things to them? Tell them what a great job they’re doing? Value them as a human being and help them…

A Quick Way to Use Call Recording to Increase Sales AND Customer Retention
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A Quick Way to Use Call Recording to Increase Sales AND Customer Retention

Want more sales, more repeat business AND lower customer churn rates? If you have a call recording solution installed already, here’s a SUPER quick way to increase your results using the “DISC” personality profiling system. What is DISC? DISC is an acronym for the four primary personality types: Dominant: big picture focused, fast pace, just the facts. Influential: big picture, fast pace, empathy. Supportive: details, slow pace, empathy. Compliant: details, slow pace, just the facts.…

How to Use Call Recordings for Employee Recognition
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How to Use Call Recordings for Employee Recognition

We’ve all heard those management mantras… “Be a good finder” “Catch them doing something right.” “Sandwich every bit of criticism between two layers of praise.” Still, many managers find themselves using call recordings solely for pointing out missed opportunities, identifying additional training needs or managing poor performance. There’s an outstanding opportunity to praise your team and recognize their hard work when you look for their very best calls and make a big deal about them.…

Using Call Recording to Increase Sales
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Using Call Recording to Increase Sales

As a sales consultant and trainer I’m always looking for ways to assist my clients in increasing sales. When it comes to inside salespeople the very best way is to monitor them in real-time so you can hear what the prospect and salesperson are saying to each other but a very close second, and in some ways it’s first, is call recording. I have several clients who have the capability to record every call their…

How to Find Out What Motivates Your Call Center Agents Without Saying a Word
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How to Find Out What Motivates Your Call Center Agents Without Saying a Word

It’s the age old question when it comes to managing people… What makes them tick? Is it money? Recognition? Pride? Love of service? For each call center agent it’s something different. Trying the same approach to motivate the entire group is an exercise in futility. An individualized approach that values each person’s unique talents and contributions often works best. But sometimes one on one conversations don’t help you craft an effective individualized plan. Have you…

Service With More Than a Smile – A Call Recorder Can Help
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Service With More Than a Smile – A Call Recorder Can Help

You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied. Jerry Fritz, Sales and Customer Service Author It’s not a coincidence if this quote reminds you of last week’s post about the small business value proposition. Let’s talk in more general terms this time around. You see, there’s one thing we can count on whether we’re providing customer service on the phone,…

Training Your Agents Increases Customer Satisfaction and Lowers Employee Churn
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Training Your Agents Increases Customer Satisfaction and Lowers Employee Churn

Irvine, California, August 8th , 2013 – Versadial Solutions, a Call Recording Company, has expanded on their quality control module. “We continue to recognize the importance of customer satisfaction and how it correlates to increased sales and customer retention.” stated Corey Tolmasoff, Marketing Director of Versadial Solutions. “We focused on our quality control module and improved a lot of its functionality and features, allowing more of a cooperative and engaging structure for training and coaching.…

Call Center Challenges
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Call Center Challenges

The Outsourcing Revolution drafted by Michael F. Corbett back in 2004 outlined what some of the managers of busy call centers felt were the biggest difficulties they faced in day-to-day operations.  In this work, Corbett mentioned complaints such as: Having to increase productivity while utilizing less capital Concern over negative social media postings Getting and keeping the right people While I agree with the majority of the report, it really comes down to one very…

Harnessing Your Call Center’s Untapped Sales and Marketing Potential
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Harnessing Your Call Center’s Untapped Sales and Marketing Potential

Wouldn’t it be nice if customers contacted your company’s call center, just to tell you what a wonderful job you’re doing? That’d be as great as winning big in the lottery … and about as unlikely to happen. Fact is, when customers dial your call center, they’re usually in a bad mood and looking to have their problem resolved now, if not sooner. That’s why first call resolution (FCR) is so important. Providing customers with…