Inbound calls are much more promising than outcoming ones in sales because they automatically imply that a calling person is interested in cooperation themselves. Having called by their own initiative, a person makes it obvious that they are ready to become a customer. Though it isn’t always the case — they may want to contact you just to get the information they are looking for but plan on making a purchase in a different place, so don’t assume anything ahead of time.
What you should be trying to do, on the other hand, is to convince them that they have addressed just the right place and that there is no need to look anywhere else for an actual buy. A properly arranged inbound call script will drastically increase your chances to make a successful sell and significantly simplify the chores of the managers.
A client usually has a range of expectations when making a call — thus, it is of utmost importance to comply with any anticipation of a client in order to successfully close a deal. Usually, a client has the following expectation:
It is due to these reasons that inbound call center script templates should be chosen based on the situation of a specific client.
When constructing an inbound call script we need to consider the objectives of the company. Those usually comprise:
Take notice that no inbound call center script templates should contain any actual information and answer any questions. This is one peculiarity of information centers that leaves many confused. Usually, people believe that the main goal of informational call center services is to provide a client with data. Even employees often have this mixed up and as a result, they eagerly answer all of the questions a client has, and give away a lot of useful info, leading to a loss of a deal.
Information can be sold only in case the company is one of the major players in a market or provides a product at lower prices on the market. Otherwise, such a strategy inevitably leads to a decrease in sales rate.
A target action, in this case, is a conversion stage recommended to a client before they make a purchase in order to increase the chances of them not changing their mind in the end. It can be conducted in the form of anything from a demonstration, test drive, invitation to visit the store, summoning a specialist to their house, and so on. After one of these target actions provided by the company free of charge, a client is much more likely to make a buy at the end of the day.
A target action can also make up a good qualification film that will indicate that a client is really interested in buying your product. For example, if they want to make a purchase but don’t even want to take a look at the product first — it is a sign indicating that they may not really be interested in buying it from you after all. That is why an inbound call script should concentrate on a target action and not the sale itself first!
In some cases, a target action may be the selling itself, though. It is often so with internet shops or usual products. You can get more information on how to organize a hotline for an internet marketing platform by following this link.
There is a certain set of rules you should follow if you want to write an effective inbound call script. It is based on several ground principles that will help it to realize its main objectives.
By starting a conversation with plain phrases like “Hello” or “Yes” you are killing off any possibility to make a sale right from the beginning. You’ve got to remember a couple of simple rules here:
You should definitely introduce yourself to a client. It is always more pleasing to speak with a person whose name you know than to be in the doubt. And it is best to give them just your name rather than your full name and patronymic — they don’t need that much information from you.
Рhone answering script samples: «Hello! Company A, operator ...... What can I help you with?»
We can roughly carve out two main types of questions that are frequently asked by clients calling on the hotlines for information.
They are the following:
Here is a list of the most frequently asked questions:
These are the questions that should be considered in the process of writing up an inbound call script because they are the most common. Now, of course, a client can sometimes surprise an operator with a unique question that will not be stated in the script but that happens rather seldom.
In this block, a manager should try and make sure that the client has indeed called the right number and knows what they are going to get from the company. It is also important to get the name of the client for establishing further relationships with them.
Іnbound call script example: «Yes, sure, I will tell you about it. Can you please tell me your name so it would be comfortable for us to speak?».
This part of the script will have some peculiarities to it:
In this part, it is of utmost importance that a client is willing to talk. Now, having got their favor, the conversation will definitely go smoothly.
In this block, an employee should answer the first question of a client and then ask them some additional questions to reinforce further cooperation. Here is an example of such a script: “The approximate price of this product is ....... Now, allow me to ask you a few clarifying questions in order to calculate everything with maximal precision”.
Peculiarities of this part:
It is also important to clarify to a client that the price is not fixed and is subject to change due to a range of numerous market factors.
A client should be asked the questions that will help the company to form a wholesome picture of that particular client, find out their demands and desires, and determine the chance of a successful deal with them based on that information.
Here are the three general types of questions that can be used in this situation:
This part of the script has some specific aspects to look for:
A good rule of thumb to remember would be not to exceed the number of seven questions. If you push them too much they may burn out of interest/motivation to continue the conversation and ditch the deal.
Now that all the questions have been stated and answered, you need to sum up the conclusions so that a client would be sure that they were understood clearly and in case of a mistake they could correct an operator in their notes. Here is one of the possible phone answering script samples: “Thank you for your time. I am now going, to sum up, all the details we have just discussed in order to ensure that everything is right.”
Some of the peculiarities to pay attention to in this part:
The presentation should not be too diffuse or complex — otherwise, a client watching it may start feeling bored and lose interest. It has to be concise, yet touch all the major aspects of your product.
Сall center conversation sample inbound: «The service/product A is going to be perfect for you. This will cost you ...... ».
Peculiarities to look for:
Immediately after the presentation is over, you should ask the client a question that will stop their train of thoughts about the price.
If a client has agreed to strike a deal, you need to get their contact information and discuss the further plan of action. Keep in mind that you should always give them a reason for getting their contacts so they feel safe and informed at all times. Elaborating on further interaction is just as important.
There are several ways of increasing the conversion rate while processing incoming calls. These include the following:
It is important not to interrupt a client while they speak and generally take an active listener position in the dialogue speaking only when they have finished.
In writing a call center script sample inbound, it is crucial to remember that the main objective of an operator is not to give as much information as possible but to arrange a target action for a client. That is why personal communication plays such an important role in the equation here.
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