Lead Validation and Opening

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Coaching lead validation and opening  

 

The purpose of this document is to provide coaching and guidelines for addressing these issues effectively. 

Call Opening Guidelines: 
 

  1. Use the right opening based on the queue.  
  1. You MUST open your call within 5 seconds.  
  1. Introduce yourself clearly and professionally. Ensure that the tone and manner convey confidence and professionalism. 

It is important to set a good tone during your interaction. Not having your headset on, or not being ready, fails into a compliance issue, and creates a negative tone for your interaction. The tone of your voice can make or break a sale. Buyers and sellers subconsciously listen and respond to the tonality and inflection of each other’s voices. 

The tone of voice plays a crucial role in sales calls. Here’s why: 

  • Clear Communication: The right tone helps deliver your message clearly and concisely, minimizing misunderstandings. 
  • Confidence: A confident tone reassures buyers that you believe in your product or service. Lack of confidence can be detrimental. 
  • Emotion Conveyance: Voice tonality conveys emotions. Positive, friendly tones build better relationships, while negative tones can push customers away. 
  • First Impression: Your tone sets the energy in the conversation. Be enthusiastic, attentive, and empathetic to win over prospects. 

Remember, it’s not just what you say, but how you say it that matters in sales! 

Improving your tone of voice in sales calls can help you communicate more effectively and persuade more prospects. Here are some tips to improve your tone: 

 

  • Use the right volume level to sound confident and clear. Don’t speak too softly or too loudly but adjust your volume according to the situation and the customer’s preference. 
  • Use pacing and cadence to create attractive urgency. Don’t speak too fast or too slow but vary your speed and rhythm to keep the customer engaged and interested. 
  • Use body language to build confidence. Even though the customer can’t see you, your posture and gestures can affect your voice. Stand up, smile, and use hand movements to express yourself. 
  • Listen back to your calls and master the tone of your voice. Record your calls and analyze how you sound. Identify your strengths and weaknesses and work on improving them. 
  • Use your sales script to improve your tonality. Having a well-written script can help you structure your conversation and deliver your message with the right tone. You can also practice your script with different tones and see what works best. 

LEAD VALIDATION WITHIN 3 MINUTES 

We are to provide support and to also be very efficient. Our customers are in a rush, and often they are looking for a different type of support. Here’s how we can address each call. Keep in mind, you need to first determine if this is a potential buyer from the call start.  

Call reason:  

  • Issues with payments  
  • Support in platforms. 
  • Apply discounts. 
  • Questions about bill 

 

For any of those: “I understand you’re looking for customer support. While we provide offers and deals for various providers, direct support is best handled by the provider’s customer service team. Let me quickly redirect you to the correct support line for faster assistance.” 

Provide the customer support line of the relevant provider DO NOT TRANSFER! 

Call reason:  

  • Lower bill  
  • Cancel services.  

For any of those use: “I understand you want to cancel services/lower bill, I can sure help you find some alternatives to your current provider Could you please share the service address to validate offers available?” 

-Next, quickly go over customer needs:  

  • What is your current provider?  
  • How much are you currently paying?  
  • What other products do you have? Cable? Phones?  

While you check coverage:  

  • Do you want to keep a similar plan? Same speed/bandwidth?  

If only ViaSat:  

–We can offer you satellite internet for (check top plan and mention 2 features), or you can also use (mention next plan with 2 features) 

If the plan does not meet the customer needs, you can say: “Seems like you have the best deal in the area. Let me provide you with the support team for further assistance”. Provide CS number and thank the caller. DO NOT TRANSFER.  

Call reason:  

  • Window shopping 
  • New internet 
  • New cable  
  • New phone 

For any of those use: “Great, you’ve come to the right place! Please provide me with the full address to check the offers available.” 

While looking for coverage please validate: 

  1. Internet needs 
  1. Existing cable services 
  1. Existing security systems  
  1. Existing phone services (you can also ask the current phone provider)  

 

Quickly present the offer using benefits considering customer needs. 

 

 

“I understand you’re looking for (customer support, customer service, issues with your bill), this is the sales and promotion department, I can provide you a different provider with better options if you want to,  may I have your full address to find The best deal available for you?” 

 

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