Senior Writer: Karan Vasita
Date: April 25, 2023In a modern, technology-driven world, most of our communications are driven via texts or chats. We are so much dependent on messaging that rarely do we take out some time to hone our conversation skills. But the telephone, equipped with a virtual phone number, is still a very important tool, especially for people who are employed in the sales and customer service departments. The art of conversation is necessary to hold the interest of customers. It is even more important to promote your company’s products and services.
Now, you might already have an all-inclusive virtual phone system. So you own the technology. But how do you train your employees to master the required soft skills? Well, here are some of our short-listed methods to ensure that you have 100% closed deals via telephonic conversations.
1. Avoid that uncomfortable silence
Sales representatives often get stuck when they are making a sales pitch or when a customer calls them to ask for a solution. This is because they are confused about the right thing to say. So, how can one combat awkward pauses? Through a comprehensive onboard training program. When you hire new employees, give them a first-hand account of your products and allow them to observe other experienced reps in action. Assign new joinees with a mentor who can guide them through the right questions and answers. Slowly, once they are comfortable, make them handle live calls – but with supervision. This way, you can monitor their communication skills. Also, you, as a manager, should assign them with multiple calls in a single day so that they know how to handle the volume.
2. Always support collaboration
At times, especially for new entrants, handling calls independently might seem like a nightmare in the beginning. So team them up. You can partner a junior with a more experienced senior employee so that the latter can guide the former when he or she gets stuck in between. You can opt for a virtual phone number that already arrives equipped with features that support collaborative calls.
NOTE: At CallHippo, we have the best Intelligent Virtual phone systems for Businesses, which give your customers the best support and help to analyze employee efficiency. By taking various call recording samples, you can also use it to train your new employees. For further queries, contact CallHippo now!
Call whispering is a feature that enables two agents to handle the call while only one agent is audible to the customer. When the agent who is speaking to the lead needs additional advice, he or she can seek the help of the whispering agent. What happens here is, new joinees gain the confidence to directly handle calls, knowing that someone is there to supervise them throughout. Moreover, it additionally helps sales reps to prioritize important calls and close good deals.
3. Personalize your conversations
Building rapport and relationships is vital in order to secure maximum sales and ensure customer satisfaction. Therefore, make it a point to keep a list of all past calls, especially those pertaining to regular callers. You can also keep track of frequent leads by noting their hobbies, favorite restaurants, and other things of interest. So, when they call you the next time, you will already have something to start the conversation with. This also helps you to establish an emotional connection with your customers. Also, always remember to address your customers with their names. It helps establish better connections.
4. Always appear positive
Whenever you receive a call from your client, project a positive, natural, and attentive tone. This will make the caller comfortable and he or she will be more inclined to listen to what you have to say. Moreover, when you speak, keep track of your speed of speech and your pitch. Do not talk so fast that your customer has difficulty following you or do not speak so slow that you appear dull and lazy. Always try to keep the rate of speaking in the range of 130 to 150 words per minute. Additionally, be clear when you talk. Go for simple words and phrases. Don’t employ complicated vocabulary. To round it all up, never use slang or casual words – like ‘yeah’, ‘ya’, etc.
5. Deploy useful tools
Soft skills are important and so are the tools that help you keep track of all these conversations. A virtual phone system enables you to recall each and every detail about the person on the opposite end of the call. Since the calls are recorded, your employees will be able to access the link as well. You can then use this tool for later follow-ups, developing leads, and attracting new leads. Furthermore, you can also use these learnings to hone the soft skills of new entrants.
6. Make your customer feel satisfied
Your conversation should leave your customers feeling positive and happy. You should be sure that your caller has understood whatever you told him or her during the call. You can wind up the discussion by saying: “Is there anything else I can help you with?” Give clear-cut answers to any additional questions that your caller might have. You should also help him/her with information that can serve to be helpful in the future. Finally, end the call with a polite, friendly gesture. You can say: “Have a nice day” or “It was nice talking with you.”
Additional tips
During any call, always be honest and don’t give false hopes or make promises that you cannot deliver. If you cannot handle the issue, transfer the call to the product team for a more thorough answer. Remember, effective telephone communication skills are vital toward building a productive, long-term relationship with your customer. It will lead to better and seamless customer service and more sales. Try to stay positive throughout the call and empathize when the situation demands. When customers realize that they are being treated with care and attentiveness, they will, of course, return for repeat business.
Karan has been writing about VoIP for over 4 years. He is currently working as a Senior Marketing Executive at CallHippo. Karan brings his learning to table on helping call center employees offer superior customer service.
