Debbie Mayo-Smith international inspirational motivational how-to speaker technology, time management, improving business performance
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Turn enquiries into customers

The first few minutes of an incoming call are crucial. Gain immediate control of the telephone conversation to help you turn innocent enquiries into new business rather than a hang up.

The opening

Wrong way: ‘Good morning, Smith Financial Services.’ The caller will now ask a question and be in control of the call. Answer the telephone with a statement and then ask the caller a question.
Right way: ‘Good morning, Smith Financial Services. How may I help you?’ First the statement, then the question. The person who asks the question is in control.

The price

What if the customer asks for a price? Customer: ‘How much is your life insurance for a 40-year-old man for $100,000 in insurance?’
Wrong way: ‘Oh, let’s see, it’s $54 a month.’ Click!
Right way: ‘I’d be glad to give you all the information you need. Would you mind telling me a little more about yourself?’ First the statement, then the question.

The enquiry

Customer: ‘Can you give me credit for my existing insurance?’
Wrong way: ‘I don’t think we give credit.’
Right way: ‘That will depend on what exactly your needs are, and what insurances you have now.’

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