Phone Details

Marsh

Im am trying to fine tune are ways of handeling phone calls and would appreciate any feed back from other contractors with similar trades.

a) The first call measure appointment

b) QUALIFIYING THE CUSTOMER during the (a) call

c) Meeting heads - up call

d) After the sale has not been made the follow up call sale call ( something to grab there attention and try to re-motivate them your way)

We really have not come up with good proffesional ways of performing this calls and you input would mean a great deal. By reading this threads there seems to be some true proffesionals in here!
Thanks for all the comments!

Carport King

Just a few questions first? Do you have salespeople? Who answers the phone? How do you sell? First time close or be-back close?

Maybe I can help if you can answer these questions first. Thanks

Marsh

I do all my own sales, in addition to handle phone? I've never been a 1st meet closer, but with gas, time ect... I am trying to incorporate that into my style.

Carport King

Selling is like a first job interview, You ask questions to get to the end results.The sell!
We ask questions like How did you here about our company? How long have you been in your present home? How old is your home? What type of home improvements are you looking for? Have you recieved other bids? When would you like to do the improvements.

What is your name address with zip and phone this should be at the top.
would you prefer to pay cash or financing?

Would Monday or Wednesday be good for you? We always tell our customer the reason we ask these questions is so that you can prepare yourself and bring the correct samples and references etc.

If you are used to a 2 close system stay with it for now. You can sharpen your skills and first time close now and then.

I am sure some other salespeople will add some good pointers but this is what works for us.

Double-A

I would have to agree that the first phone call is quite important. You need to set a professional tone and the expectation that they will be treated well. Your clients should come away with the impression that this is your business and not something you fell into at some point.

You want them to feel like they called the right company.

The first two calls in your list should be done on the same call. When you get the call (or make a cold call from a lead) to measure/bid, you should qualify them then and set your appointment. Your next call will be to tell them you're on the way (to remind them or tell them you're running late if you are).

While you're at their home, make sure you go over all you can concerning their request and your services. Once that part is over, you can start working toward asking them for the job.

There was a recent thread about asking a client "What's your budget" that you might read. It has several tips for closing on the first meeting with the client.

__________________
"My clients’ wishes are the center of my attention." -- David Guido, a contractor in Woodstock, N.Y.
New York Times, July 20, 2006