SALES: Sales, how can I help you?
CUSTOMER: I’m looking for product Z. What do
you have?
SALES: Sir, just in case this call gets dropped, can I
have your name and phone number? So, I can call you
back immediately?
CUSTOMER: Sure. Bob Johnston. 612-345-4455.
SALES: Thanks, Bob. I’m Greg Smith. Nice to meet
you. So, you’re looking for product Z…
Asking for this information captures the lead, lets the
customer know you’re serious about customer service
and ensures you can reestablish contact immediately.
2. QUALIFY THE LEAD
Qualify your product and qualify the buyer’s intent.
Listen for buying signals that indicate a timeline.
Customers can buy today, next week or six months
from now. Your job is determining this.
IN
today’s digital world, the phone call is often the
first human-to-human contact. Yet, all too often,
it’s mishandled. There are only four steps to follow
with an incoming phone sales lead. Sadly, they don’t
consistently occur in many organizations, but following
the simple four-step process is transformative. Both an
organization’s sales and customer service will increase
significantly due to the professional approach.
Let’s define this four-step process.
CUSTOMER: I’m looking for Product Z. What do
you have?
SALES: Sir, just in case this call gets dropped, can I
get your name and phone number? So. I can call back
immediately?
CUSTOMER: Sure. Bob Johnston. 612-345-4455.
SALES: Thanks Bob. I’m Greg Smith. Nice to meet
you. So, you’re looking for product Z. Well, Bob, do
you mind if I ask you a few questions, such as what you
are needing to do with Product Z and the frequency of
use? This will help me qualify the best product for you.
CUSTOMER: Well, I’m moving X once or twice a
month.
SALES: Okay. Thanks, Bob. So, you need to move X,
but not often. Do you have a budget in mind?
CUSTOMER: Since I’m not using it much, I need
something cost effective.
SALES: Got it. When do you need this by, Bob?
CUSTOMER: Next week.
1. CAPTURE THE LEAD
You qualified the customer’s product requirement.
Capture your customer’s information. Without it, a There’s also a clear buying signal: next week. If this
call is just a conversation with the hope the customer isn’t done correctly, you may misquote the customer.
follows up. Hope isn’t a business strategy.
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