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How to do Sales calls that actually sell?

In today's market, customers are overwhelmed with promotional calls. The competition is fierce, and many products look similar. When you do get a prospect on the phone, it's crucial to convince them in a single shot. But mastering a sales call isn't easy. Customers have many questions, they're hesitant to buy, unsure of what they need, and reluctant to spend money.

So, how can you turn sales calls into paying customers?

The secret is ensuring your sales agents do the right things. Here are seven essential practices for effective sales calls that hit revenue targets:

1. Listen to the customer’s problem

Before pitching a product, your agents need to listen to what the customer wants. Let the customer explain their requirements. For instance, I once received a call from an insurance agent after submitting a lead on their website. Instead of listening to my need for a term plan, the agent pitched a unit-linked insurance plan, which I wasn't interested in. I ended the call out of frustration. If the agent had listened to me for just 60 seconds, they would have made the sale because I was already interested in purchasing from them.

2. Probe for more information

Ask questions to clarify the customer's needs. For example, if you're selling term life insurance, ask about their salary and dependents to recommend the right coverage amount. Customers appreciate questions that help them purchase the most suitable product. After the customer has explained their requirements, use the opportunity to ask more questions to identify the best product for their needs.

3. Educate the customer

Customers should feel that you're there to help them, not just to make a sale. Educate them by listening to their requirements and recommending the best product. Explain why a specific option is best for them by comparing it with other options, highlighting the pros and cons, and guiding them to the best choice.

4. Have a solid Product knowledge

Customers will lose trust if they feel you don't know your product. Your agents must have a thorough understanding of each product your company sells. They should be able to answer why they're not recommending a cheaper alternative and use their product knowledge to convince the customer.

5. Objection Handling

Customers will have many questions. Your agents must answer them patiently and effectively. They should be equipped with the skills to handle objections and pitch your company’s products against competitors.

6. Building Trust

Agents should highlight your company's brand value and build trust with the customer. The best agents talk about the company’s history and why it exists. For example, “We’ve been in this business for over 25 years with a proven track record of the best products in the industry.” Or, “I’ve been with this company for over five years and can confidently say most customers like you choose this product.”

7. Creating a sense of urgency

Even when convinced about your product, customers may hesitate. The best agents create urgency. For example, “By not purchasing this product, you're risking the financial security of your loved ones. I recommend buying it as soon as possible to avoid any unforeseen risks.” Or, “We have a special offer, and if you pay today, I can get you a 5% discount.”

Mastering these seven practices is crucial for converting prospects. However, with thousands of calls daily, how do you ensure your agents follow these points?

Introducing GreyLabs AI

GreyLabs AI is a speech analytics product that uses AI to automatically analyse every sales call and score them. It identifies which calls went well, which didn’t, and provides precise feedback on how agents can improve and hit their sales targets.

GreyLabs AI uses speech-to-text and large language models powered by generative AI to analyse conversations between customers and agents. It scores each call on various parameters, so you don’t have to do it manually.

GreyLabs AI provides:

  1. Identification of agents needing improvement
  2. Areas of improvement
  3. How agents can improve
  4. A training plan

End Results:

  1. Higher conversion rates
  2. More agents hitting their sales targets
  3. Increased revenue for the organisation

Leading organisations are already using GreyLabs AI to boost their call centre conversion rates. What are you waiting for? Contact us today at hello@greylabs.ai.

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