Listen up. Like we said before, if you want to bring home the bacon, you gotta love the shit out of your client. Most importantly, you need to get them talking.
Just how can you engage with the customer? If you’re on the phone, for all you know they sit around in their underwear all day eating fucking pop tarts. (Wouldn’t we all love to be?) But that’s not your concern.
Your role is to provide kick ass service and solutions.
(tweet it.)
and by doing so, you’ll climb right to the top of that sales board.
The key to engagement is finding someone’s want. People want this, they want that. They want all sorts of shit. If you can do it for them, they’ll keep listening to what you have to say, even if it’s a lot of bull shit.
You need to fucking sell and most of selling is done by listening. Do you listen to the subtext of the conversations with your customers? For example, perhaps you’re chatting with a guy, and it’s apparent he wants his school loans paid off. But you should be thinking, why does he want his loans paid off? Can you figure out an ulterior motive? Because that’s the sweet ass nectar you’re looking for when it comes to the pain, the close, the urgency.
Come on detective get to fucking work. Ask more questions to find their fucking motive.
In this case it may be because he wants to go back to school again. It’ll take him 6 to 12 weeks of time to get his loans paid off, then he can buy a new home, go on his dream vacation, or whatever the fuck he wants to do with his life.
It’s all about smoothing down the crap to figure out what people want. You make a connection with the person at the other end of the call, and they’ll start telling you stuff.
Open ended questions are the fucking bee knees.
In the example above, you may be asking:
“Are you currently receiving any assistance, and why the fuck not?”
Or
“What the fuck kind of rockstar shit is he going to do once he pays off those loans?”
Open ended questions engage you with the customer. People love to answer questions, they love talk about themselves. Engage their ego and make that shit get personal. Dig in deeper.
The more we can engage them in regards to their situation, the more we can reach them at a personal level and a goddamn hero. Be sure avoid sounding superficial. As soon as they hear the sound of your voice, the bull shit detector gets turned on.
Get to that point where you can ask them a question. Reach a point where you establish a level of trust.
Keep your focus solid, and keep it cool. End the call on a damn fine note.
You’re a fucking closer. Remember that.