There’s a satisfying feeling that you get every time you close a sale – especially if it is one that you have been working on closing it for a long time.
Like that one time you closed a sale that you were nurturing for years and it made all the hard work worth it. The phone calls and emails that you were sending back and forth for years finally pushed your prospect to invest in you and your company.
The precise reason closing a sale feels so amazing is because of the hard word that was put into it – suddenly sleepless nights and long evenings in the office make sense.
Use these 20 quotes for the days when you feel like giving up. Share them with your team or hang them around the office for motivation.
1) "Don't be afraid to give up the good to go for the great." -John D. Rockefeller
2) "Don't let what you cannot do interfere with what you can do." -John R. Wooden
3) "The successful warrior is the average man, with laser-like focus." -Bruce Lee
4) "Be miserable. Or motivate yourself. Whatever has to be done, it's always your choice." -Wayne Dyer
5) "I am not a product of my circumstances. I am a product of my decisions." -Stephen Covey
6) "Great things are done by a series of small things done together." -Vincent van Gogh
7) "Accept failure as part of the process." -Unknown
8) "The secret of getting ahead is getting started." -Mark Twain
9) "Don't watch the clock; do what it does. Keep going." -Sam Levenson
10) "Become the person who would attract the results you seek.” -Jim Cathcart
11) "Setting goals is the first step in turning the invisible into the visible." -Tony Robbins
12) “Motivation will almost always beat mere talent.” – Norman Ralph Augustine
13) “Always do your best. What you plant now, you will harvest later.” – Og Mandino
14) “Our greatest weakness lies in giving up. The most certain way to succeed is to try just one more time.” – Thomas Edison
15) “The harder the conflict, the more glorious the triumph.” – Thomas Paine
16) “It’s not about having the right opportunities. It’s about handling the opportunities right.” – Mark Hunter
17) “The difference between a successful person and others is not a lack of strength, not a lack of knowledge, but rather a lack of will.” – Vince Lombardi
18) “There are no shortcuts to any place worth going.” – Beverly Sills
19) “Life’s battles don’t always go to the strongest or fastest; sooner or later those who win are those who think they can.” – Richard Bach
20) “Obstacles can't stop you. Problems can't stop you. Most of all, other people can't stop you. Only you can stop you.” – Jeffrey Gitomer
Written by: Amy Schiller
Being Pleasant and Polite Goes a Long Way
Whether it is an angry customer or a happy customer, being pleasant and polite will never do your company any harm. A happy customer will only leave the phone call even happier than they were before they got onto it. A phone call with an unhappy customer will hopefully end on a positive note because of the pleasant and polite attitude.
It’s important to remember that these are your customers and you have to appreciate them. They are the reason you are running a successful business. With this in mind, you should exceed their expectations and give them the service that they deserve.
Customers are calling into your business for a reason, just like there is always a reason that you are contacting them. Each call into and out of your business is an opportunity to improve the customer service process and satisfy your customers.
Always keep your customers at the top of your mind.
Active listening is essential for effective communication, especially when all conversations are happening over the phone. Active listening helps you understand the customers’ needs and shows that you are willing to help them sole any problems.
Always allow the person on the other end of the phone to talk without interruption so that you don’t come off as rude. Also, you should ask clarifying questions when necessary.
Before beginning the problem-solving process, summarize the main point of the conversation. This will tell the customer that you were actively listening to what they were saying. Another reason that you should summarize the main point of the conversation to the customer or client is because if you missed something, they will be able to correct you.
Choose the Right Metrics, and Monitor Them Closely
What numbers are going to accurately reflect success for your team? Will it be leads? Appointments? Revenue? Every business is different, but teams usually will not succeed without tracking their metrics.
Once you’ve defined your metrics, make sure you establish baseline numbers and attainable benchmarks. Then everyone—in-house and outsourced—gets held to the same standard, reinforced by daily and weekly reports.
Remember that numbers tell the story. Metrics are important because they tell you what’s working and what isn’t working. Everything else is just noise.
Record Phone Calls
Recording every call, inbound and outbound, is the flip side of all that training. Most top call centers routinely record their calls—along with daily live agent monitoring—for training and quality control purposes.
Your representatives aren’t going to get any better if you aren’t recording their calls. If there is a bad conversation that takes place, review the call with them and discuss how things can be improved. If there is a good phone call that takes place, you can use this to review with them everything they did to make the conversation go so well. Have them take notes when going over recordings so that they can use it as a future reference.
Recording phone calls and playing them back is how you can learn too. You can find things that your employees are doing well and use that as a guide. When you find things that employees aren’t doing well and pain points, you can relay the message to them and find a way to fix the situation.
Train Representatives Appropriately
Customer service representatives should be rigorously trained and tested on scripts, prompts, company products and services in order to ensure that they professionally represent your company in front of clients and customers. You should want everyone involved to have the most professional experience and to better serve your customers during the process.
Most training is going to be done with the call script. Some people don’t think that a call script is necessary. It is necessary and it better be a strong one too.
Your team needs to practice your customer service process until it becomes second nature. Your scripts should be customized to engage the people on the other end of the call, with detailed answers to Frequently Asked Questions and prompts for overcoming likely objections.
Customer service representatives are the face of your company. This means that there always has to be a level of professionalism throughout the entire conversation.
It’s important to remain professional not only for the company, but for your customers too.
If there is an issue with the customer, you should put them on hold and call a manager over. Managers have a lot of experience in the field and should be able to fix almost any situation.
This means that you should have amazing managers on the floor that you trust. All employees should trust the managers. This means that people working below, above or with managers should trust them.
Leave the Customer Satisfied
At the end of the conversation, make sure that the customer knows what was accomplished on the phone call. If you are going to pass along information, help them understand what you are passing along. If you need to contact them again, let them know when they should expect to hear from you.
Always make sure that the customer knows what the call accomplished before they hang up the phone.
If the customer needs to call you back or call a different line, be ready to transfer them or give them the correct number to call.
If transferring somebody, get the person you are transferring on the phone and then connect them with the customer. Introduce them to one another and then let them know that you are going to hang up.
Finish the conversation with, “have a nice day” or “it was nice talking to you today.” Happily ending the conversation will leave them with a positive experience.
Leaving the customer satisfied can transform a negative experience into a positive one.
Use the Customers Name
We all know that a person’s favorite word is their own name.
If you know the customers name, then you should use it. If you don’t know the customers name then you should ask them during your greeting so that you can use their name throughout the phone call.
Personalizing the call will keep it positive and upbeat. Just make sure that you are using it naturally throughout the conversation. If you are over using the name, it is going to sound forced which is exactly what you don’t want.
Using a name does keep the phone conversation personalized but look at it as though you are talking to them in person. If you were talking to someone in person you wouldn’t constantly use their name, usually it’s only used to get someone’s attention.
All phone conversations should be sincere. When you greet the person on the phone, say hello and be genuine. Try to avoid greetings that are scripted because they sound very inauthentic. A great idea would be to practice your own greeting and having a couple of them.
If there is a script that you have to follow, try to add your own touch to it. This will help the person on the other end connect to you better which is what you want, especially if you are trying to land an appointment or sell a product.
When in conversation be sure to state the name of the company that you are working for, your name, and your assistance. This will ease the customer into the conversation and let them know that you are ready to help them.