Marketing, You Got Me. Sales Call Center, You Blew It!
by Kate Nasser |
There is a hidden opportunity for a competitive edge in the wireless service market. Have your call center follow through with the same brilliance that marketing started. If marketing gets the customer to call, hey call center — don’t blow it!
Marketing, You Got Me. Call Center You Blew It!
AT&T Wireless sent me a mailer about a deal for wireless service. I had been thinking of changing wireless carriers so I opened it, read it, and called the 800 #. Marketing you got me!
A short voice response menu asked me if I was a current customer or not. Press 2 and I was put through to a rep. I thought wow this is great and then the path to success blew up.
The call center rep actually read a sales script without a breath and at the end asked me if I wanted to buy now. Call center you blew it!
Sales and service are not a monologue from you with a burp at the end from me. The scripted call center rep blew the brilliance of the marketing in 12 non-listening seconds.
Wireless carriers take heed — customers today are doing their homework and call with specific questions.
Drop the sales script and start dialoguing. Your marketing-to-sales conversion rate will soar. Lose the script or lose the sale!
From my experience to your success,
Kate Nasser, The People-Skills Coach™
How do you react to a scripted sales or service rep?
Related Post from BNET: Why Sales Scripts Are a Waste of Time
©2011 Kate Nasser, CAS, Inc. Somerville, NJ. If you want to re-post or republish the content of this post, please email firstname.lastname@example.org. Thank you for respecting intellectual capital.
Kate Nasser, The People-Skills Coach™, inspires and trains corporate teams, customer care professionals, call center agents, and technical support teams in the greatest people-skills for sales and service success. See this site for workshop outlines, customer feedback, and footage to view. Turn interaction obstacles into business success — book Kate now.