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This is not an easy skill to teach but I have a rep in my BDC who is awesome at it.He generally focuses on building rapport and continuing the conversation. Example:Customer: HelloRep: Hi, may I speak with XXXXXX?C: Wrong number!R: Oh, I'm sorry to bother you. This isn't Mr. XXXXXX?C: NO!R: Hmmm, thats strange that I would get this request with your name and phone number on it. I was just following up to provide some information on the VW CC....C:....yea....This is Mr. XXXXXXConversation lasted about 12 minutes. Customer said he was annoyed at all the calls but once we got past that he was laughing with my rep on the call, he wanted leasing information and scheduled an appointment.This rep just keeps engaging them in a polite but confident manner and refers to their information and the lead information. Usually you can get past those early blow offs by doing this.
This is not an easy skill to teach but I have a rep in my BDC who is awesome at it.
He generally focuses on building rapport and continuing the conversation. Example:
Customer: Hello
Rep: Hi, may I speak with XXXXXX?
C: Wrong number!
R: Oh, I'm sorry to bother you. This isn't Mr. XXXXXX?
C: NO!
R: Hmmm, thats strange that I would get this request with your name and phone number on it. I was just following up to provide some information on the VW CC....
C:....yea....This is Mr. XXXXXX
Conversation lasted about 12 minutes. Customer said he was annoyed at all the calls but once we got past that he was laughing with my rep on the call, he wanted leasing information and scheduled an appointment.
This rep just keeps engaging them in a polite but confident manner and refers to their information and the lead information. Usually you can get past those early blow offs by doing this.
