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Sir-Mr-Mrs-Miss - First name ? - Manners ? Friends ?

Discussion in 'Automotive Products not listed here' started by danoneil, Apr 20, 2009.

  1. danoneil

    danoneil New Member

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    I am curios to know how everyone is responding to their customers. We usually have a first and last name. Do you respond by first name ? Last name ? An example is a customers name is Joe Blow.

    Hi Joe, the blah blah etc...

    Or

    Mr.Blow , the blah blah etc..

    Do you ever use Good Afternoon , morning or evening with customers ?

    I tend to look at customers inquiries like when I'm on vacation at a Hotel and you see someone at the breakfast bar .. You say Good Morning and smile , or at the dinner buffet you say Good Evening ..

    Ya know.. Good Proper Manners. I tend to use this thinking with responding to customers. Particularily if I see they are in the Military...

    I guess I'm asking " Are we to casual " when responding to customers.. trying to act like their friend ?

    I have found that I get responses when using Mr.Blow vs. Joe ..
  2. Alex Snyder

    Alex Snyder Administrator Staff Member

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    I think it depends on who is at the helm. I leave it up to my ISR's to determine how they want to respond. Some will answer differently depending on the brand as well. So a Porsche customer might get a Mr/Mrs.

    It is just one of those to each their own things.
  3. danoneil

    danoneil New Member

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    Point well taken. I'm relatively new to the full time internet manager job and keep experimenting with different ways of responding.
  4. Jeff Kershner

    Jeff Kershner Founder Staff Member

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    I would usually look at the email. If it's a business email I would use Mr./Ms. last name. If it was a personal email then I would usually use their first name. No method to the madness really, just how I did it.
  5. Mitch Gallant

    Mitch Gallant Refresh Team

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    If you know yourself and your personality it's good to take that into account. I'm a laid back guy and like to have fun with customers but that doesn't translate to everyone. I learned the hard way when I hired a new Internet Sales Specialist and tried to pass down my methods, we made adjustments and became flexible as she was very analytical and liked process (which was AWESOME in its own regard). I was the closer at that point so I still got to have fun with clients and she was very fact based and regimented. It comes down to many variables, at the end of the day trust your gut and always review whats working and what's not. (plus what the other guys said;))
  6. danoneil

    danoneil New Member

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    So far I think I'm having success in looking at each lead and make the decision. All Military ZAG leads, I say Sir, particularily if their rank is identified. Sometimes I just keep it generic with Good Morning or Afternoon and not use
    the persons name directly... Each lead is different.
  7. Jerry Thibeau

    Jerry Thibeau New Member

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    Having made and coached tens of thousands of outbound calls as a sales trainer, I feel I can offer some solid advice. I can tell you that I have achieved the best success when referring to customers' by first name. The only time I would refer to a customer by title is when they've introduced themselves in that manner. Normally doctors and older folks will introduce themselves in this manner.

    When using last name the following might happen:

    • You butcher the pronunciation of the customer's name and look foolish.
    • The person has not paid their bills, thus they think you're a bill collector and tell you that you've got the wrong number.
    • You come across as a telemarketer, and again they tell you that you've got the wrong number. I do this all the time when telemarketers call me.
    When using the customer's first name in an upbeat manner, you come across as somebody who might know that person and you'll peak their curiosity. I want them to say "this is he/she, who is this?"

    Notice I underline "UPBEAT." I've heard so many salespeople ask for customers' in a monotone voice and they sound like zombies. Get pumped up before making that call and you'll achieve greater results. A proper greeting sets the tone for the remainder of the call. This goes for inbound calls as well.

    Here's a good example of what a proper greeting will do for you. I saved this one while doing some training in Detroit.

    "see attachment."

    Hope this helps.

    Jerry Thibeau
    National Sales Trainer
    iMagicLab
  8. Jeff Kershner

    Jeff Kershner Founder Staff Member

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    Jerry, GREAT information and insight. Thanks for sharing!!
  9. Jerry Thibeau

    Jerry Thibeau New Member

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    Jeff,

    Thanks! I thought I added an attachment, am I missing something?

    Jerry
  10. Alex Snyder

    Alex Snyder Administrator Staff Member

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    You are - click Edit on your post and then "Go Advanced" - that should give you the ability to upload a file again. If not, let me know and I'll see if something is wrong in the back-end.
  11. danoneil

    danoneil New Member

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    Jerry , great insight .. cool stuff. makes sense

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