You Will Never Believe These Bizarre Truth Of Converting Inbound Calls.

Individuals call in response to a stimulus (mailing, postcard, TV ad, social media feed), that is they receive something that motivates them to call for additional information.

In other words, they are calling in to receive answers to questions they have so they can make a decision to either rule in the solutions we have to offer or to rule out our solutions.

Keep in mind when you ask questions are you asking to rule prospects in for a solution or out for a product?

And when you rule them out for a product instead of ruling them in for a solution how much money did you make?

None?

And is that why you're working, to not make money?

So when they call in it would it be best to not treat them as a charity case, asking “can I help you”, the fact that they called in response to our mailing, advertising, etc we already know they have questions about the information they received or saw so why would we ask if we can help instead of addressing the “purpose” of their call, that is to get answers to the questions the mailing or advertising brought up, in their mind? ?

Would it make sense to answer “Hi, this is Joe Agent with [company name], what questions can I answer for you?”

Isn’t that why they called in, to ask a question about the mailing or advertising?

And if they have a question then are they looking for an answer?

So would it be better to start off with the end in mind, which is to stick with our ABC’s, Always Be Closing?

Let’s keep in mind the end result, for the customer and for us as.

When people call in with questions are they listening to the “buzz” word, that answers their question that will result in them seeing the solutions we offer as a way to solve a problem they feel they have?

And what is our end result, are you looking to “help” people or write business?

Can we agree we don’t want our prospects harmed as a result of their interaction with us, I mean we do want them to be in a better position after they speak with us than before they spoke to us, right?

But our end result is that we want to write business, isn’t it?

So if their end result is to learn about a solution to what they feel is a problem and our end result is for them to be in a better position after calling us and writing business would it seem reasonable to start every conversation off talking with prospects as if they already own the solution?

Words Matter

Are the words we use words that indicate we expect action on the part of the prospect?

When we say “can”, “if” or “quote” does this sound like we expect action on the part of the prospect?

What are the two things people like the most?

To hear their own name and to have their opinion asked, aren’t they?

Then to talk with our prospects as if they already own the solution and to use words that indicate we expect action could we use words like “Let’s”, “Your plan”, “Your benefits”, “Your features”, “when” and “increase benefits or lower cost?”, would these words mean we are involving the prospect in building their solution, in other words, we start closing with the very first contact.

"Quote" is a word used in advertising that motivates prospects to call in when they receive a mailing or see advertising however when we are on the phone and use the word “quote” what does the prospect “hear”?

Think about yourself as a consumer, when you get a quote are you getting this quote to make a buying decision or to “compare” to other “quotes”?

And if you are “comparing” quotes, are you making a buying decision or making a decision not to buy, that is are you making a decision to decide later, based on “comparing” prices and other features?

If our end result is to write business then why do we use words specifically designed to “mean” to the prospect we understand they will use the information they get from us, the “quote”, to make a decision “not” to buy today? ?

Think about it, is this the best way to get our end result, to write business?

Should we present enough information for the prospect to make a buying decision and to make this buying decision today?

In your mind do people want to be “sold” or to “buy?”

Would it be better to learn how to ask questions and to understand objections so we can move the prospect to make that buying decision by talking about the solution as if they already own it?