Know-How Exchange : Career/Training

Never ask, "How are you"

In your business there shouldn't need to be a phone call, but if you DO make one, it should be to say "thank you"

"Hi, this is Quo from Printers & Mice. You recently purchased [name product] from us and I'm just calling to thank you for your business. [wait for response]

"There are many places where you can buy what we sell and we just want you to know we appreciate your business" [wait for response]

"Have a great evening" [hang up]

Follow this up with a post card that asks if they'd like to get on your mailing list.

NOTE: If there are any issues about the mice/cartride, the customer will tell you. FOLLOW UP ON ANY ISSUES!

Hope this helps.

Michael

The purpose of a business is to create a customer." ..........Peter Drucker


quocso1,

Hope you're having a great day and excellent question!

Remember it is not only what questions you ask that cause your customers or clients to feel you are sincere but it's very important to transform your self internally before you call.

HOW DO YOU TRANSFORM YOURSELF FOR A PHONE CALL...
you have to put yourself in a great emotional state. No one likes to be called up by a boring, drab person who sounds like they are a telemarketer. Has anyone ever called you on the phone? Well what impressed you about the caller? What really turned you off? Reflect on how it felt to be the recipient of a good follow up via the telephone and apply some of these things to your phone call.

NOW YOU'RE ALMOST READY TO MAKE THAT CALL AND ASK SOME INTELLIGENT QUESTIONS?

REMEMBER INTRODUCTION BEFORE INTERROGATION?
Often times people call you up and they want to start out pounding you with questions ---this is the interrogation style of dealing with a customer. Like the kind of footage you see in a hollywood movie where they have the customer in a chair in a middle of a room with a single spot light hanging from the ceiling and two rough neck guys on both sides of the person (being interrogated) asking them one question after the next. Even if you buy a companies product this is not an invitation to being beaten up with questions.

PUT AWAY THE SEMI-AUTOMATIC QUESTION MACHINE...
So think about it before you go into a phone call with a "Semi-Automatic Question Machine" loaded and ready to FIRE...How would I feel if some did this to me?

I'm sure you wouldn't feel great so please consider others better than yourself. THINK!---be gentle, be sensitive be compassionate and most of all THINK be loving.

NOW YOU'RE ALMOST READY TO MAKE THAT CALL AND ASK SOME INTELLIGENT QUESTIONS?

But before you do that you need to put yourself in a "I'm feeling good about making this phone call to my customer and they deserve the best me I can be"

NOW YOU'RE ALMOST READY TO MAKE THAT CALL AND ASK SOME INTELLIGENT QUESTIONS but wouldn't just a down home person to person conversation be so much better?
Sure it would. So you call them up introduce yourself like a family member you've been out of touch with. Tell them how important every customer is to you and that the only reason why you're calling is to make sure the ink cartridge is working the way it should. When they say "yes it's working well" or "no I'm having trouble with it", be prepared to respond in a loving way. Be prepared to back up that all important reason why you called in the first place and that's because "EVERY Customer is truly important to YOU".

Now who needs a whole lot of questions when there's a whole lot of love like that going on in a conversation. Is there anything else I can do for you?

Your Servant, Deremiah, *CPE (Customer Passion Evangelist)

quocso1,

It depends on your clients culture, if they are US / Canadian i recommend "Hello this Quo from PRINTERS, you hace recently bought our PRODUCT and i would like to touch base with yourself if you have any concerns

If your client is middle eastern, you need to start up with Hello, how are you? I am QOU from PRINTERS, how is the business going? they like some chat prior to go into business.

If your client is french, start with Bon Jour, Ca Va bien... some chat about the wine you had last night on dinner and then go into business

It is better for you to study the culture of your client as some times starting directly into business is offensive in some cultures

Good luck

Mohamed