Name that Skill
What soft skill "Tone" keeps people engaged and inspires their personal as well as professional lives.
MOTIVATING TONE OF VOICE
Outbound call to prospect and you notice that they already have a lead created. What disposition?
End Interaction
Advise the caller that they may be outside of the area that you book appointments for, but you will take their information and someone will contact them to see if they are able to service their area. Just because MetalMan/Leafguard does not provide service there, that we may not service their home.
What to do if a customer has an invalid zip code
I don't want someone coming to my house and pressuring me into a sale. Is this a high pressure sales tactic?
We offer a free, no obligation estimate to to callers. We come to your home, show you a working sample, leave you a brochure, and answer any questions you might have. We could take a no just as easily as we take a yes.
Satisfied or Loyal. You answer the customer's question.
What is Satisfied?
This tone enhances knowledge, imparts information, and inspires personal growth.
INFORMATIVE TONE OF VOICE
If customer calls back stating that they no longer want to scheduled appointment, but the appointment is scheduled for today? What do you disposition?
Customer Complaint
Called to confirm an appointment and customer mentions that they have a dog. What do you do?
Create a CCEC for "Important Information"
Does your roof work in ___________ (Specific type of weather, climate, home structure, etc.)?
Yes, our roof can handle various types of weather condition. This means even if a service may be needed, we will repair it for free for life.
Skills that allow you to address the customer's strong emotions, complex issues, or even de-escalate a call.
What are Reflecting Skills?
What skill helps us to form a bond and nurture a relationships. It also helps express empathy and gentleness during difficult conversations.
Soft Tone
Inbound call from a customer, who does not express himself verbally. The customer is babbling along and ultimately you end the call with out booking a lead or confirming an appointment, no further action is required from you. What is your disposition?
IB Call Complete
Also called a Lost Call where the caller hangs up before reaching an agent.
What is an Abandoned Call?
Each house is different and they are customized to each individual house. The (product) is a very affordable and valuable investment to the safety of your home. So let’s go ahead and get someone out there to take a look at your house and get a free customized quote.
To take time for yourself.
What is to take a break?
What is A set of interpersonal and intrapersonal competencies that help a salesperson relate to and communicate with others.
What are soft skills?
Outbound call to customer that says, they did not submit a form to us.
Not interested
Callers that are scheduled for an estimate
What is a lead
We want to insure we can answer any questions you may have to ensure a single visit being as we know your time is important.
Why does it take 90 minutes?
The statement banned from the Call Center because we are not "just anything".
What is " we are just schedulers"
The more comfortable you become with rejection, the more opportunities you’ll have to process the feeling and start anew with the next potential customer. Successful salespeople know that their next call could be their next closed. What do you need to develop?
Develop Resilience
Customer just moved into a home that has leafguard gutters or metal man roofing. They call us for free estimate? What do you do first?
An individual who could potentially purchase our product.
What is a Prospect?
No, to avoid voiding the warranty we will have someone come out to take care of that for you.
I'm replacing my roof, do I have to uninstall and install myself?
The first thing you should do as you answer a call.
What is to smile?