7 Tips for Handling Calls from Potential Clients

Close more of your potential clients on the phone

The quickest way to increase your company’s revenue each month is to close more of the leads you are already getting. If you aren’t closing at least 50% of the calls you get there is no point in pouring money into paid traffic because you’ll be wasting leads.

So how do you up your batting average? Well it starts with taking more reps – that is practice your phone skills. You’ll begin to learn what your target audience needs, and you’ll gradually be able to help guide them to a decision to try your services.

Creating a call outline, or “script” that is just a loose guideline of how to structure your calls will help you a ton so you can direct the conversation and keep it on track to get the information you need, and reach the outcome you want.

Here are a few tips to help you on these calls.

1) Connection: Create rapport with the caller and learn about them

This sets the tone for the entire call.

What you do here is the single biggest predictor of whether or not you will be able to convert the caller into a client.  You need to understand the person’s goals and hopes – because it is very unlikely they are the same as yours.

By understanding and relating you can build rapport and trust.  People buy from people they trust; very rarely will they buy from some random dude they found on the Internet. #sketchy.

2) Explain your program/service and how it works.

If you are a fitness business, do you run small classes, does everyone workout on their own or as a group, what type of equipment and workouts do you do?  Most people don’t truly understand what it is that you do at your facility.

They might have ideas in their heads from watching videos online or reading the numerous pro and anti CrossFit posts on the internet.  Or they might have a great idea because their friend or family is already a member.  Either way you want to prepare them for what it is that you do.

3) Discover if you are a good fit and if they are ready to join

Don’t waste your time or theirs if they only want Zumba and you’re offering CrossFit and vice versa.  This doesn’t mean that you cant explain the benefits of  your program or help resolve their key objections (see number 5 below) You can and should – but don’t waste your time trying to convince someone who obviously is not interested in your services.

4) Answer any of their logistical questions

Where are you located? What is your schedule? What if I get sick? What does it cost (Careful with this one – what does it cost is different than what is it worth or what can I afford?)  You want to answer these questions in order to put your potential client at ease and…

5) Identify and overcome their key objections

Everyone has objections. I view objections as simply excuses and not actual obstacles to a sale. Objections means that someone wants to buy, but they just need more convincing. If you are getting objections, that means you’re almost there.

Common ones include: I’m too old/out of shape, I don’t like working out with others, It’s too expensive, etc.  Your job is to figure out what objections this caller has, and resolve them before you get off the phone.

6) Gather their contact info for follow up

This is probably the most important thing you can do on the call.  Even if you totally bomb everything else, but you have the persons contact info you can always call them back or email them after you’ve collected your thoughts.

Most sales are made after 3-5 touches with your company, so it is crucial that you maintain contact with each lead, and send them valuable content via email and social media.

7) Schedule the intro session or free class

By scheduling a time for them to come in, rather than just offering a “Come on in and try us out anytime” you will vastly improve the percent of people who will come out for your free trial or intro sessions.  It is even more powerful if you tell them who they will be meeting and confirm it back to them at the close of the call.

If you need help getting more qualified leads for your business, let’s talk.