16 {{ upvoteCount | shortNum }}
16 {{ upvoteCount | shortNum }}

Inbound calls problem.. suggestions needed

by Robert Domino
13 replies
Hey all,
I created a laser targeted direct mail campaign (SEO) and the results were pretty good imo, with 25% inbound calls. On the phone, I felt like the callers were motivated but in the end, the conversion rate was low.

I contacted one of the callers and casually asked him what was the stumbling block that made him not sign up and here's the paraphrase:

"in the packet it sounded like you had a clear plan, but on the phone the same confidence didn't come through"

I'm actually not afraid of the phone but english isn't my native language. I'm very fluent in writing and real life conversations but on the phone, I don't know if it's the distortion or something but I struggle understanding what the people are saying. It doesn't give a good perception.

Obviously the direct mail campaign worked pretty well in generating interest but I can't close the sale. I would improve if I practiced a lot but I feel my talents could be better used getting more potential clients to call.

Do you guys have any suggestion on how to circumvent the problem? Paying someone to answer inbound calls must be expensive/difficult?

Send them to a website? (I've thought about this but assumed people would prefer talking on the phone before signing up for 500/mo deals and such)
#calls #inbound #needed #problem #suggestions
  • Profile picture of the author kenmichaels
    Originally Posted by Robert Domino View Post

    Hey all,
    I created a laser targeted direct mail campaign (SEO) and the results were pretty good imo, with 25% inbound calls. On the phone, I felt like the callers were motivated but in the end, the conversion rate was low.

    I contacted one of the callers and casually asked him what was the stumbling block that made him not sign up and here's the paraphrase:

    "in the packet it sounded like you had a clear plan, but on the phone the same confidence didn't come through"

    I'm actually not afraid of the phone but english isn't my native language. I'm very fluent in writing and real life conversations but on the phone, I don't know if it's the distortion or something but I struggle understanding what the people are saying. It doesn't give a good perception.

    Obviously the direct mail campaign worked pretty well in generating interest but I can't close the sale. I would improve if I practiced a lot but I feel my talents could be better used getting more potential clients to call.

    Do you guys have any suggestion on how to circumvent the problem? Paying someone to answer inbound calls must be expensive/difficult?

    Send them to a website? (I've thought about this but assumed people would prefer talking on the phone before signing up for 500/mo deals and such)
    There is an entire industry behind low cost inbound sales.
    Many many phone rooms rent them selves out, for exactly
    what you are talking about.

    If you can really make the phones ring as good as you think you can.
    it might be an option for you to look into.

    It will be upto you to create a working script, as well as any up sell
    scripts as well ...

    The reputation of the room is important.

    Some rooms are nothing more then order take ers, the prospect
    is pre sold before the call ( such as infomercial / commercial ect )

    Your actually looking for sales, so don't let some rep razzle dazzle you
    ask for proof, ask to see the team in action, find out min and max
    call capacity.

    also, rooms like this generally want a earnings contract.
    Signature

    Selling Ain't for Sissies!
    {{ DiscussionBoard.errors[6508462].message }}
  • Profile picture of the author Robert Domino
    Just checking, is this what you recommend or just an option?
    {{ DiscussionBoard.errors[6508535].message }}
    • Profile picture of the author kenmichaels
      Originally Posted by Robert Domino View Post

      Just checking, is this what you recommend or just an option?
      just an option, having the ability to create inbound calls is gold.

      now my recommendation, would be to get better on the phone yourself
      and create working scripts, that you know work. and then you can
      have real numbers and based off of those numbers, you can then
      figure out if a room is in your best interest, also, with established
      numbers, you can know if a room is working out or not, long
      before you spend gobs of money.

      Lots of people who do phone work, have accents, are hard to understand
      and it doesn't impede the sale. so IMO, its prob your lack
      phone skill, vrs a a language barrier ... and that
      would be the first place to start.
      Signature

      Selling Ain't for Sissies!
      {{ DiscussionBoard.errors[6508697].message }}
      • Profile picture of the author kirbymarketingconcierge
        close yourself and the prospect at the same time????

        you have to ask for the sale, a decision, an action.

        when you are ready to close :

        1. summarize the benefits of your offer (this gets you sold again).
        2. Re-state what they said they liked (this gets them committed).
        and then say

        3. "here is what we need to do to get started ______"


        good luck
        {{ DiscussionBoard.errors[6509203].message }}
  • Profile picture of the author Jason Kanigan
    This post could help you.
    Signature
    >> How To Grow Your Online Business [FREE Training Video, No Opt-In, from 10+ Year Vet]

    >> For Agency Founders: The Fast Shortcut To Selling SEO, Leadgen, Webdesign & Other Services
    {{ DiscussionBoard.errors[6508569].message }}
    • Profile picture of the author John Durham
      Originally Posted by Jason Kanigan View Post

      This post could help you.
      Rock on Jason, short and to the point- As always! Good making use of your own work and not doing it twice!
      {{ DiscussionBoard.errors[6510553].message }}
  • Profile picture of the author beeswarn
    Here is my best advice to solve the problem: ASK FOR THE ORDER, ASK FOR THE ORDER, ASK FOR THE ORDER, then TAKE THE ORDER.
    {{ DiscussionBoard.errors[6509237].message }}
  • Profile picture of the author EnzoBlaque
    When you get one of these calls, you'll be tempted to restate all the benefits of your service, and how it may help etc... This is the main reason people loose hot leads.

    The fact that you have a prospect on the phone means that they are already sold, all you need to do now is hold their hand and guide them through to the close.

    The best way to do this is through basic conversation. Find out what made them decide to pick up their phone and contact you.. They already know what you do, so the only other thing you need to be telling them is the timeframe in which you'll have the job complete. (no need to explain to them how you do it - Unless they actually ask)

    This will naturally lead the conversation into pricing.. You then come to an agreement on price, and then you close the sale.

    Remember, keep it simple.. The more you say, the more opportunity you give your prospect to change their mind.
    Signature
    {{ DiscussionBoard.errors[6509352].message }}
  • Profile picture of the author mojo1
    ^^^well said enzo. i'll make sure to not put my foot in my mouth by rambling when an inbound call comes from my marketing efforts.
    {{ DiscussionBoard.errors[6510062].message }}
  • Profile picture of the author IWelcomesocialmedia
    You can purchase a 0800 number and redirect it to skype number with a voice message specifically telling what to do next.

    The number you purchase must be able to give you some statistic. so for example if they pone you and did not leave a message you should still be able to retrieve their phone number to you can call them back etc.

    Success is Yours!

    Claudine
    {{ DiscussionBoard.errors[6513179].message }}
    • Profile picture of the author sandalwood
      You wrote:

      "in the packet it sounded like you had a clear plan, but on the phone the same confidence didn't come through"

      This sounds like you got lost in your own conversation, ie didn't know what to say. How come you didn't have a copy of your own letter in front of you to use as your guide?

      For a large check, I'll write a phone answering script...

      I don't know about anybody else on this forum but when I was a stock broker we did a ton of mailing. Whenever someone called, I had that exact letter in front of me and I didn't let them get off the letter.

      Who the hell should be in control of an inbound call from a customer that wants to give you money? If you can't answer that, why waste your time mailing?

      Just my 2¢...
      Signature
      Get 30% or More Retirement Income If you are serious about your retirement, you'll love this product.

      The Money Ferret Finance Article Directory
      {{ DiscussionBoard.errors[6515208].message }}
  • Profile picture of the author hostwindsEvanM
    I think it can be easy to get nervous when receiving a call and begin to ramble. Remember, theyre already half way there and are calling YOU for help. Be their teacher and close the deal!
    Signature
    Hostwinds web hosting and email marketing solutions
    {{ DiscussionBoard.errors[6515853].message }}
  • Profile picture of the author Jason Kanigan
    You talked too much. We call this "verbal diarrhea." You blast them with a firehose dose of features and benefits, scare them with technical jargon, and overwhelm them with what they hear as nervousness.

    Next time, don't talk so much. Ask questions. Make uncomfortable silences--get them to be the ones to blurt something out. He who shows emotion first in sales loses.
    Signature
    >> How To Grow Your Online Business [FREE Training Video, No Opt-In, from 10+ Year Vet]

    >> For Agency Founders: The Fast Shortcut To Selling SEO, Leadgen, Webdesign & Other Services
    {{ DiscussionBoard.errors[6516233].message }}

Trending Topics