Agreements

Robin Turner, Phone Smart call center manager offers wisdom on the necessity of getting agreements from callers.

Welcome to the PhoneSmart mystery shopping blog. This is an informative insider view of the secret shopping industry.

If you don’t seek agreements during the call with your customers, then you won’t know where the customer stands on the subject. How can you move on during the call or know what to say next. If you don’t get agreements then you’ll fumble the rest of the way through your call. You’re blinded. You can’t see and won’t know where to go. Right?

Getting agreements during the call will get you closer to the end of your call. Agreements are considered closing questions that help you through any rough or awkward stops. It’s a green light. The answers you receive will either give you a red light, telling you that you need to back up and figure out where you lost the caller or you’ll get a green light, telling you it’s ok to move on. Don’t you want to know how they feel about each subject that you’re telling them about?

Agreements also get the caller involved, which lets them know that you’re sincere about trying to help them. If you don’t take the time to get your agreements, then you’ve left the caller hanging. Taking baby steps and getting agreements throughout the call won’t put you in the predicament of being at the end of the call and not knowing where you actually lost the caller. Don’t you think that’s easier?