hello, may i help you? the #1 biggest mistake businesses make with inbound calls

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Hello, May I Help You? The #1 Mistake Costing Business on

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http://kevinoefelein.com Let’s pick right up where we left off yesterday with How Not to Handle Inbound Calls. To recap, we talked about what to do before the call even comes in, making sure you have different numbers and/or extensions for each and every ad and direct mail piece you run, and making sure that all relevant information is captured, recorded, and tested against. And now to the actual call. The absolute biggest mistake I see businesses make with inbound calls is this… They have secretaries or receptionists handling the calls. Huge mistake! First off, any people that call in are calling in as a direct result of your time, effort, and money in marketing to these people. You made them and offer and they are responding. They are ready to buy… or to move one step closer to buying by raising their hands and qualifying themselves as a lead. They are ready and willing. If the caller isn’t handled the correct way, all the time, effort, and money spent getting that person to this point will have been wasted. That said, there’s a lot at stake on that phone call. Why would you have a receptionist or secretary who isn’t a skilled salesperson, trained at the art of communicating effectively on the telephone… why would you have them answering these important (and expensive) calls? Seems like you’re stacking the deck against you, doesn’t it? Instead, we should all be smarter with our resources and have only the best trained and incentivized salespeople handling these calls. We’re getting somewhere on this… Like I said before, most businesses are leaving a ton of money on the table, not handling inbound calls the right way. But not just that… They’re pretty much throwing money out the window. More to come later in week. Trust me, you won’t want to miss the next message that ties this all together.

TRANSCRIPT

Page 1: Hello, may I help you? The #1 Biggest Mistake Businesses Make with Inbound Calls

Hello, May I Help You? The #1 Mistake Costing Business on

Inbound Calls

Page 2: Hello, may I help you? The #1 Biggest Mistake Businesses Make with Inbound Calls

How Not to Handle Inbound Call, Part II

Let’s pick right up where we left off yesterday with How Not to

Handle Inbound Calls.

Page 3: Hello, may I help you? The #1 Biggest Mistake Businesses Make with Inbound Calls

How Not to Handle Inbound Call, Part II

To recap, we talked about what to do before the call even comes in…

Page 4: Hello, may I help you? The #1 Biggest Mistake Businesses Make with Inbound Calls

How Not to Handle Inbound Call, Part II

Making sure you have different numbers and/or extensions for

each and every ad and direct mail piece you run…

Page 5: Hello, may I help you? The #1 Biggest Mistake Businesses Make with Inbound Calls

How Not to Handle Inbound Call, Part II

And making sure that all relevant information is captured, recorded,

and tested against.

Page 6: Hello, may I help you? The #1 Biggest Mistake Businesses Make with Inbound Calls

How Not to Handle Inbound Call, Part II

And now to the actual call.

Page 7: Hello, may I help you? The #1 Biggest Mistake Businesses Make with Inbound Calls

How Not to Handle Inbound Call, Part II

The absolute biggest mistake I see businesses make with inbound

calls is this…

Page 8: Hello, may I help you? The #1 Biggest Mistake Businesses Make with Inbound Calls

How Not to Handle Inbound Call, Part II

They have secretaries or receptionists handling the calls.

Page 9: Hello, may I help you? The #1 Biggest Mistake Businesses Make with Inbound Calls

How Not to Handle Inbound Call, Part II

Huge mistake!

Page 10: Hello, may I help you? The #1 Biggest Mistake Businesses Make with Inbound Calls

How Not to Handle Inbound Call, Part II

First off, any people that call in are calling in as a direct result of your time, effort, and money in

marketing to these people.

Page 11: Hello, may I help you? The #1 Biggest Mistake Businesses Make with Inbound Calls

How Not to Handle Inbound Call, Part II

You made them and offer and they are responding.

Page 12: Hello, may I help you? The #1 Biggest Mistake Businesses Make with Inbound Calls

How Not to Handle Inbound Call, Part II

They are ready to buy… or to move one step closer to buying by raising their hands and qualifying

themselves as a lead. They are ready and willing.

Page 13: Hello, may I help you? The #1 Biggest Mistake Businesses Make with Inbound Calls

How Not to Handle Inbound Call, Part II

If the caller isn’t handled the correct way, all the time, effort,

and money spent getting that person to this point will have

been wasted.

Page 14: Hello, may I help you? The #1 Biggest Mistake Businesses Make with Inbound Calls

How Not to Handle Inbound Call, Part II

That said, there’s a lot at stake on that phone call.

Page 15: Hello, may I help you? The #1 Biggest Mistake Businesses Make with Inbound Calls

How Not to Handle Inbound Call, Part II

Why would you have a receptionist or secretary who isn’t

a skilled salesperson, trained at the art of communicating

effectively on the telephone…

Page 16: Hello, may I help you? The #1 Biggest Mistake Businesses Make with Inbound Calls

How Not to Handle Inbound Call, Part II

Why would you have them answering these important (and

expensive) calls?

Page 17: Hello, may I help you? The #1 Biggest Mistake Businesses Make with Inbound Calls

How Not to Handle Inbound Call, Part II

Seems like you’re stacking the deck against you, doesn’t it?

Page 18: Hello, may I help you? The #1 Biggest Mistake Businesses Make with Inbound Calls

How Not to Handle Inbound Call, Part II

Instead, we should all be smarter with our resources and have only the best trained and incentivized salespeople handling these calls.

Page 19: Hello, may I help you? The #1 Biggest Mistake Businesses Make with Inbound Calls

How Not to Handle Inbound Call, Part II

We’re getting somewhere on this…

Page 20: Hello, may I help you? The #1 Biggest Mistake Businesses Make with Inbound Calls

How Not to Handle Inbound Call, Part II

Like I said before, most businesses are leaving a ton of money on the table, not handling inbound calls

the right way.

Page 21: Hello, may I help you? The #1 Biggest Mistake Businesses Make with Inbound Calls

How Not to Handle Inbound Call, Part II

But not just that…

Page 22: Hello, may I help you? The #1 Biggest Mistake Businesses Make with Inbound Calls

How Not to Handle Inbound Call, Part II

They’re pretty much throwing money out the window.

Page 23: Hello, may I help you? The #1 Biggest Mistake Businesses Make with Inbound Calls

How Not to Handle Inbound Call, Part II

More to come later in week. Trust me, you won’t want to miss the next message that ties this all

together.

Page 24: Hello, may I help you? The #1 Biggest Mistake Businesses Make with Inbound Calls

Until Next Time…

Until next time,

Kevin Oefelein

Page 25: Hello, may I help you? The #1 Biggest Mistake Businesses Make with Inbound Calls

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Page 26: Hello, may I help you? The #1 Biggest Mistake Businesses Make with Inbound Calls

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