The Importance of the First Call Close

One of the most frequent topics that come across my desk is the First Call Close. Companies spend tons of money to drive inquiries into their business and they need to be handled successfully. Effective closing can turn your ad dollars into exceptional growth. People ask me all the time, how have you learned to be an exceptional closer? My answer is simple, trial and error and by following the processes that I have learned along the way. Remember everything you do during a phone call with a customer is a step closer or a step further away. Here are a few tips to start taking steps in the right direction.

Attitude– it’s everything. When you answer the phone you have to be excited and grab the callers attention right from the get-go. I can’t begin to tell you the number of times I have called a business and right away was unhappy with the representative I was speaking with. Don’t be that rep! Show your customer that you are ready to do business.

The Sales Mindset – The second you answer the phone you need to be in the right mindset. This mindset is always proactive towards the sale. You need to be pushing yourself towards the sale along with the customer. For example, when making a statement to the customer get rid of the words “if” or “can” be assumptive (assume the sale) when you are talking about your product. In your mind this customer has already chosen to purchase your product, let them tell you otherwise.

There’s Never a Bad Price – Let’s say that you are an HVAC technician and you look at your rate sheet and reluctantly tell your customer, “It’s going to be $1100.” There is a big difference in how you present your cost to the customer. Most people aren’t aware how much heating and air products cost, in this situation you are telling them it’s a bad price. Try using phrases like, “The cost will only be $1100 today, how would you like to pay for that?” or “I’ve got great news I can fix this issue for you today for just $1100.”

Ask For the Sale – If you do not ask, you will not receive. The first step in the closing process is to ask your customer for what you want, the sale. Ask, Ask and Ask again.

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