And that’s a great thing for you.
Every marketer I know wants higher converting leads, but some marketers overlook the low-hanging fruit right in front of their eyes. Increasing conversion rates for inbound calls via PPC can be easy. In fact, it’s so painless that you might think you are cheating the system.
If your phone isn’t ringing often, you probably worry. Inbound calls are the lifeblood of most every business. Customers need to connect with your business for you to make money.
The most successful businesses know the value of every phone call.
“Two-thirds of Fortune 500 companies say phone calls are their highest quality lead source, while 61% of local mobile searches result in a phone call.
People want to talk to a human being when they’re making a decision, resulting in a huge sales opportunity for you.”
Driving more calls may seem as daunting as scaling Mount Everest. Let me tell you; it’s so much easier to get the calls you want. You won’t even break a sweat. More than that you’ll convert more callers into paying customers and grow your business.
When it comes to converting inbound calls, calls are like money. If you don’t have a constant flow, your business isn’t thriving and certainly not growing.
So many companies fail to go beyond web clicks because they think it’s nearly impossible to get high-quality inbound calls. And others mistakenly think web clicks are more valuable than phone calls. Well, I’m here to tell you the exact opposite.
In our years of helping marketers, we’ve perfected some of the fundamental techniques needed to optimize your practices and convert more calls. We know what influences conversion rates because we’ve extracted information from call tracking millions of phone conversations. Then our Conversation Analytics® engine actually listened to what happened ON each of those millions of calls. In the end, our 2017 multi-industry study proved again that when these secrets occur a caller becomes a customer 80% of the time.
Even more exciting, these techniques don’t cost loads of cash, and they are easy to implement. It’s almost like stealing your own traffic and making more money from your existing marketing spend.
Here are 10 of my favorite Conversion-Boosting tricks that you can use today…
When a caller uses words, phrases, and speaks in a polite tone — you are on your way to success. Choosing the right tone is something that allows you to connect with your customers. And that’s exactly what you should do. Avoid being too direct. Instead, consider yourself on a mission to go the extra mile and care for your customer.
Not surprisingly, politeness has a hidden factor that makes people engage. Remember to obey your mother and use polite words to convert more callers. Kindness and good manners encourage and create happier customers.
“Good manners have much to do with the emotions. To make them ring true, one must feel them, not merely exhibit them.” – Amy Vanderbilt, American etiquette authority
Who doesn’t want a compliment? When a caller says words and phrases that praise the product, service or agent you’ll see an amazing uptick in the likelihood that the inbound call will convert into a sale or an appointment.
Everyone needs a compliment, why not help your callers give you one. Be authentic, engaging, and remarkable. You will find that your sincerity pays off.
When your caller hears what they like, they often return the favor. Hearing a compliment on a call gets you closer to your desired result. It’s a proven technique. Try it today.
The best sales professionals know they are essentially problem solvers. They take the time to understand the customer and determine their needs.
It’s crucial that you do the same thing. Probe to understand the caller. Uncover their pain points and strive to make every conversation a “discovery” call. You know you are going in the right direction when you are using quality open-ended questions that help the caller share their concerns.
You will miss the mark if you don’t know what your customer needs. They will look somewhere else to find a solution and have their pain points cured.
When a caller asks about your products or services, all signs point to positive outcomes. In the millions of calls Convirza has analyzed, we know your conversion rates are directly related to customers asking you questions.
Increasing the number of questions from prospects has a lot to do with asking the best questions and allowing your customers to not only think, but also respond to your question lines. Open-ended inquiries are more engaging than simple yes or no questions.
Sales experts advise a 70/30 split on caller vs sales agent talk time. When callers respond to questions and explain their perspectives, you can tailor your sales. Your approach is more sincere and informed if you listen twice as much as you talk.
Everyone loves the rush of bringing in a deal that could be a big win. If there’s a desirable result, optimizing for that outcome should be the first priority. One of the best ways to optimize your calls and marketing dollars is through call tracking. Figuring out where your calls come from is very important and helps you concentrate your ad spend on the very best sources.
Unfortunately, not all Call Tracking companies are created equal, and few actually know what leads to closed deals or set appointments. No wonder sales experts use the best call tracking to verify which traffic is most likely to convert. And when it’s done right, it’s almost like magic.
Learn and use your caller’s name. Dale Carnegie reminded us that we should “Remember that a person’s name is to that person the sweetest and most important sound in any language.”
I totally agree. Add this to the reality that you can’t write up an order without it and you clearly see how critical a name is to the conversion process.
Where can I have your product delivered?
What is your billing address?
Where should I send the invoice?
If you aren’t getting to these questions or questions like it, you aren’t closing the deal. One of my colleagues is a natural closer, and I have heard him often use simple language to validate the customer details and arrange the order. This is very easy to forget, so make sure you have everything to get the deal done.
As your caller becomes increasingly committed to working with you, their guard comes down and they start to share their personal details. We often hear “name,” “address,” and “phone” in combination but it’s important to recognize that all three are required to improve call close rates.
My favorite hack here is just reciting back the customer phone number with a mistake to see if they are actually engaged in the conversation. It’s a smart way to get a pulse on the conversation and make sure you close the deal.
A key to conversion success is demonstrating ownership. Do you take charge and help the customer? Some quick examples of taking ownership include:
“I can take care that.”
“I am happy to help you.”
“Let me show you how to do that.”
These are just a couple of great examples that demonstrate you are empowered and can help the customer.
I know what you are thinking, how does this improve conversion rates? Customers respond very well to high-quality engagement. They want to be taken care of. From a caller’s perspective, they are asking “can this person help me?” That confidence shows up when your team “owns” the call and demonstrates call control. People buy from people, so ensure the caller knows you are there to help them.
This last tip is the big one. When agents ask for the business, calls are 3 times more likely to convert. Again, we know because we’ve analyzed millions of calls.
There are various ways to ask for the business.
Keep in mind that your specific ask is geared around your business. One thing is certain, if you don’t ask your likelihood of closing drops drastically.
Wow! By simply closing the conversation with a direct sales request you make 3 TIMES more money. That’s a fantastic return on just one technique tool. We all must ask for the business–ALWAYS.
These 10 conversion-boosting tips are more than just pointers or common sense sales skills. But they are required, and the secret is that when you have these components, 80% of your calls convert into sales.
I’ve personally use all 10 of these techniques on calls and know they can serve you as well as they have served me. They’re some of my favorite call coaching tips, and I know they’ll help you get improved call conversion rates.
So no huge mountains must be conquered to get the results you want. If you adopt these 10 tools and eventually make them habits, your calls will quickly convert at consistently high rates. Additionally, to increase your success with these tips, I have created a Call Coaching Cheat Sheet to help you listen better and train your team.
Feel free to put our tips to work for your business and start getting the world class results you deserve. If on the other hand, if you’d like to automate this manual work, put Convirza to the test. We will change the way you think about call value forever.
Here’s your challenge: Make a note which of these techniques you use today, then find one tool you can try next week. I know you can drastically improve your calls!
Let me know which of these techniques you’re going to try next week. Report back with your results.