The
Four
Steps
to Follow for Phone Sales Leads
CUSTOMER: This afternoon.
SALES: Thanks, Bob. I appreciate you taking the time.
I’ll see you this afternoon. If I don’t see you by 3:30,
I’ll give you a call to confirm. Does that work for you?
CUSTOMER: Yes. I’ll see you then.
You’re the expert. It’s your job to help the customer SALES: Thanks for your call, Bob. I’ll have the product
understand the best options. Properly qualifying your ready for you this afternoon.
lead means you know Bob needs a certain product
next week.
If the customer commits to coming in, they will likely
show up. Now, you have an opportunity. If the customer
has objections, you can address them face-to-face. No
3. ADVANCE THE SALE
process is flawless, but consistently following this four-
Move the sale forward toward a buyer commitment.
step process increases the effective management of
incoming phone leads and spikes close rates.
CUSTOMER: Next week.
This risks the customer calling a competitor, asking for
Product Z and being given a lower price without any
qualification. The customer simply thinks Company B
costs less.
SALES: Well, Bob, based on what we talked about, we
have several options in stock. The range in price is
XXXX to XXXX (from high to low). Can we set a
time for you to come in and review the products?
CUSTOMER: Sure, I’ll come by today.
Sometimes, it’s not that easy. The customer may not
want to come in or may be looking for a custom
quote. In that case, you need to advance the sale by
committing to the customer, such as sending them
product literature or a quote to help the process. The
customer might not have visited the retail location, but
you advanced the sale.
4. SET THE NEXT ACTION
As the Executive Vice President
of Flaman Group of Companies,
Steve Whittington helps operate
one of the most successful
dealerships in North America.
Steve also serves on several
boards and as the Managing
Director of a boutique marketing
agency, Graphic Intuitions. To
learn more from Steve, be sure
to attend the NATDA President’s Breakfast on Friday,
September 7, 2018 at the 2018 NATDA Trade Show &
Convention, where Steve will serve as Keynote Speaker
for the morning’s ceremony.
Never lose control of the sales process with a weak
ending. Even without a clear buyer commitment, PLEASE NOTE – This is an abridged version of the original
maintain control of the sales process by setting the next article. For a PDF download of a more detailed version
action and planting an expectation in the customer’s of this article that you can use for sales training, go to:
mind.
www.stevewhittington.com/downloads
or contact Corey Langley at [email protected].
CUSTOMER: Sure, I’ll come by today.
SALES: This morning or afternoon? I just want to
For more insightful tips from Steve, please visit
make sure I have everything ready for you.
www.stevewhittington.com.
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NATDA Magazine www.natda.org