To gather information from Customers you need questioning skills. You have
to create effective questions to assess customer's present situation and
find out what they want.This keep the customers in participating and giving
you the full control over the call.Open ended questions invite the customer
to give appropriate answers. Open ended questions begin with the words
1. How ?
Everytime you ask open ended questions you must give the customer time to
answer. The customer has to think in order to reply. So be patient and start
to listen. Open ended questions help the Salesperson to gather information.
Closed questions invite the customer to give a yes/no answer.So while
gathering information you should be focused on opened questions rather
than close questions.Closed questions are asked mostly at the end of the
Sale for confirmation.
There are many ways in which you can answer customer questions.
The great Master Teacher answered the question with the question along with
the parable.So you can give an answer to the customer question or answer the
question with the question. or answer the customer questions with an answer
followed by a question.
Always ask the right questions.When you ask the right question the customer
is happy to answer you.
The Right Way of Answering Inbound Call.
Salesperson Good Morning how may I help you?
I am interested to find out more about your offer on Cell phones I saw on the t.v. today.
salesperson Yes of course, My name is Winston. May I have your name please.
Customer George Bush
Salesperson Thank you Mr.Bush, First I need to ask a few questions. I am sure you don't mind.
Customer Okay, Not a problem.
Salesperson How often will you be using the cell phone?
Is it for Personal or Business use?
Customer It is personal. I need to keep in touch with
my family when I am away from home.
Salesperson Do you think you will be using your phone for more than 15 minutes a day.
Customer No I don't think so.
Salesperson Okay, that is fine I recommend the prepaid cell phone because there is no monthly fee. Have you used cell phones before?
Customer No, Never.
Salesperson Okay, that is fine. We have customer help line. If you have any question or query you can ring us toll free.
Customer That is wonderful
Salesperson Do you have any other questions?
Customer Yes, Are there any hidden cost?
Salesperson Absolutely not.
Customer That's great.
Salesperson How soon are you thinking of getting your phone?
Customer As soon as possible.
Salesperson Okay, I will send it within 48 hours. You should be able to start using it the same day. Would you like me to arrange that for you now.
Customer Yes Please.