Seeing is Believing

Welcome to the PhoneSmart Secret Shopping Blog an insider view of the Secret Shopping industry. This blog could serve as a reminder to a person that may be “shopped” in their business.

Telephone sales are very difficult because you are trying to speak to someone without seeing them. It is very easy to speak to someone who is face to face and read his or her facial expression. Over the phone, it is not as easy to do. This presents the need for another technique that can be used. We phone salespeople use our other sense, which is hearing. You can tell in a person’s voice if they are interested in the unit or not. If you get a low tone or a deep sigh, then you can assume that they are disappointed about something. It is then up to you as a salesperson to try to investigate and see what the sigh was about. At this point the customer may or may not share with you their concerns. If they do share then try to offer some suggestions that will work for them. If you are unable to do so then please try to seek assistance from someone who can help such as a manager or supervisor. If all else fails then use their curiosity as a closing strategy. Try a phrase such as, “When can you come in to see the place? I am sure that once you see our store or see the product then you will agree that it is the best to meet your needs.”

Inviting the customer to the site puts the ball in their court. Be sure to ask a question that does not have a yes or no answer. If the customer refuses to come in and see the unit, then continue to probe with something like, ”Why not?”, “What do you have to loose?”, “This way you can see WHAT you are paying for.”
Whichever way works for you, it is worth seeing!