Converting - It's not a complicated formula. It's asking the right questions, responding carefully and thoroughly then repeating. I like to call it, having a conversation.
When the phone rings, this is THE opportunity to convert the lead. This is your first contact, your first impression, you're time to shine.
This potential client has researched, evaluated and taken the time to call your business. They have taken the time to discuss the details of their meeting or event. There may be some gaps in their knowledge of the event, in their mind however, they have given you the best information they have at hand.
In your role, as the sales respondent, you have prompted the conversation asking for additional details. Then, what goes horribly wrong; you ask them to send an email, outlining the details the client has just spent the last five minutes discussing.
This alone is one of the greatest mistakes a business in the hospitality, meetings and events industry can make. When an inbound call has taken the time to choose your business as their potential partner, take the care and attention to the call, if you don't, there are two clear outcomes.
One the client sends the email, detailing everything as per your previous discussion, but frustrated in having to double handle. Two, the client does not send the email, you have no return contact number or details and therefore have lost the opportunity, when it was perfectly available to you.
If when the phone rings and you do not have the time to discuss the clients detailed event, ask for their return number and call them when you have the time to discuss.
You will loose this and future business when you stick with option one.
Nicole Bates, Managing Director, shares sales strategies and solutions for your hospitality business.
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