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Conversational Selling in BPO

Guest post by: Ivana Lewis

Article Overview: Conversation is the key to the generation of sales leads in a BPO. Customer interaction is one such area that can be modified for increasing the business sales of the call center organizations.

Conversational Selling in BPO

Conversation is the key to the generation of sales leads in a BPO. Customer interaction is one such area that can be modified for increasing the business sales of the call center organizations. The BPO agents are required to approach their customers with a positive attitude. A personalized touch needs to be added to the conversation in order to make it natural. You need to sound very friendly to your customer, so avoid the professional tone at the beginning of the call. This friendly interaction is necessary for the agent to find out the priorities and objectives of the customer. Such a conversation will help you to identify if the customer is potential enough to avail the service or product of your client. One trait that helps you in distinguishing potential customers from the non- potential ones is their tendency of asking questions.

People, who are interested in purchasing the respective product or service, will definitely ask a lot of questions regarding it. Do not get irritated by their questions, but try to provide exact answers to each of them. While interacting with the customers, try to be very frank and learn about their limitations in purchasing a particular product. Suggest them accordingly, with other suitable purchase options. Speak to them from their point of view and not that of yours. The objectives of your customer need to be your first priority. So make sure that you listen to all of their needs and suggest them about services or products that will serve their purpose. You can promote the product or service of your client as an addition to that of the others that you have mentioned about. The efficiency of a BPO agent depends on how well he or she is able to generate effective sales lead through customer satisfaction.

Your conversation should not sound like that of a conventional salesman. The sales procedure works out in an entirely different way within a BPO firm. Here, friendly conversations work more in drawing traffic in comparison to the sales pitches. The customers calling up at the BPO assume that all their queries will get solved by the agents working there. If they find that things are not working out for them, they might stop calling at the concerned call center firm. The agents are required to make the customers feel important and at the same time, give them an impression that ‘we do care’. The moment they get this feeling, they will spend more time interacting with you.

If a known customer is calling you for a second time, make sure that you address them by their names. This will make the customers feel that you really care for them since you have taken the pain of remembering their names. Before getting into the promotional phase of the conversation, try to convince the customer. Show that you are really trying to help them out by suggesting them all kinds of products or services available in the market, that best suit their purposes. View their problems and limitations as your own; only then can you be able to provide them with appropriate solutions. A healthy conversation is much more effective than the customer profile details, in enabling you to build a good customer relationship. At times, you may find their questions to be unreasonable or illogical. But even then take enough time and patience to listen to them and answer to all their queries.

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Article Tags: bpo, call center, call centre, customer care, Customer services



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