This has been a MASSIVE year for mobile.
According to BIA/Kelsey, mobile calls to businesses are anticipated to double by 2019.
This enormous increase in phone calls means that businesses are going to have to track phone close rates the same way they currently track web conversion rates.
What does this mean? It means that employees at businesses all over the country better learn how to sell effectively on the phone. Mobile close rates will not increase unless selling skills improve.
Let’s review some tips–a few basics that training companies teach everyday–that will help your team improve their phone sales skill and thus their mobile close rates.
People buy from people they like. People buy from people they have developed rapport with. Before asking a prospective customer for the sale, you should get to know the person and how you can help them. Be likeable and you’ll find your sales conversations will go much more smoothly. You’ll need to know how to build rapport before the mobile deluge of phone calls begins (P.S. it is already beginning).
Research shows that mobile callers want information quickly. It is, therefore, very critical to understand how to find out what the caller really wants. You should ask callers open-ended questions. Open-ended questions that discover your prospect’s worries and concerns–what keeps himup at night, and where his pain is–are good questions.
Sales professionals are very good at building value. The problem is it takes them a long time to do it. Mobile callers don’t have a long time. With mobile callers you need to show how your particular product or service helps specifically solve a problem–again, quickly.
Help your mobile callers visualize how their would be better if they had your product or service. Help them see this new reality. This is extraordinarily important. Once you know your prospect’s pain points and goals, then you can demonstrate how you have the best solution. Being enthusiastic and excited while talking will also emotionally engage your customer. (Note: This is especially critical with mobile callers because they will be on-the-go when they call).
Balance how much you talk and how much you listen. The mobile caller needs to feel comfortable talking with you. You need them to talk about themselves so you can understand their situation. You also need this understanding so you can give them recommendations to solve their problems and help them achieve their goals. If they don’t think you understand them, they won’t trust you enough to listen to your suggestions.
No longer can marketers ignore the phone. Because phone calls are so critical to mobile marketing’s success, marketers are going to need to care about phone skills and phone close rates.