These are some of the characteristics
that separate successful calls from
lost opportunities.
1. A Clear and Effective Script
One of the main ingredients for a successful sales call is a clear
and effective script. Why? Because it makes it easier for your
agents to duplicate their success over and over again. A tried-
and-true call center script serves as a conversational roadmap,
leading agents to repeated success.
Some companies go beyond scripting and use call center scripting
software and AI in their contact centers to optimize conversation.
One company found that contact center AI helped increase
conversions by approximately 20 percent.
2. Objection Rebuttals
A sale rarely comes without a few hurdles, so agents must
develop a plan for overcoming them. Customers almost always
raise objections, and it’s the agent’s job to make sure they’re
prepared with strategies to overcome objections with rebuttals.
It’s essential that a script explores possible objections and offers
agents methods for overcoming them.
3. A Sense of Urgency
Prospective customers (even genuinely interested ones) can
easily say that they’ll consider purchasing at a later date. When
agents create a sense of urgency, they motivate sales now.
Creating a sense of urgency helps in:
Increasing your sales
Helping customers make fast decisions
Reducing the chances of customers buying elsewhere
Create a sense of urgency by setting a time limit, choosing words
that create a sense of urgency in sales, using scarcity, or making
purchasing easy for the customer.
4. Evident Value
No one will buy something that doesn’t feel valuable to them.
Tailoring explanations of value is essential so that the product or
service presented feels relevant to each customer, helping to
inspire a win. Asking the appropriate questions can help agents
determine which product features would provide the most value
to each customer.
5. Positive Customer Experience
The customer experience is one of the most important aspects of
running a successful business no matter what field you’re in.
Agents who exhibit active listening and make the experience feel
personalized are the most successful. Maintaining a positive
attitude, being honest and clear in your communications, and
acknowledging the customer’s challenges or frustrations are also
good ways to provide an excellent customer experience and
should be a part of call center coaching practices.
6. Attempts to Close
You’ve probably heard, “You miss 100% of the shots you don’t
take.” If there’s any hope of closing on a sales call, agents need to
be comfortable moving the conversation to that point. They have
to know how to close the deal. Agents need to at least attempt
closing because it can have a surprising impact on their overall
success rates.
Finding the Right Solution
Now that you know what every successful sales call has in
common, you can find a solution that helps you turn every sales
call into a success.
Real-Time technology from Balto delivers agents with the right
words on every call, listening to both sides of the conversation
and prompting agents with the best responses. Balto also makes
it simple for agents to request help from managers during tough
conversations, and for managers to view their entire team’s
performance.