IMPROVING SALES in your CALL CENTER

Using the “3 F” transition, to deliver the closing POWER of “Okay”
By Aaron Detwiler – Sr. Director, Customer Care, Independent Consultant

Many different theories and training modules exist in Call Centers and other Sales Businesses to improve sales performance.  If you are in the business of growth, cutting edge tools and training to improve these results is critical to the success of your employees and your organization.

Over the years I have been through many training sessions to improve sales, including:

• Directional Selling:  using Customer input and feedback to guide and direct sales process
• Negotiating to YES:  turning a Customer’s pain point into a YES using Negotiation skills
• Pressure Sales:  applying pressure to Customer via assumptions and word technique
• Feature / Benefit Sales:  using features and benefits of product to sell itself

Many of these sessions concentrate on “conversational transition points” during interaction with customers; when to listen and when to talk, and when to close the sale.

Transition points in Customer Conversations are extremely important during sales efforts and can be the “make or break” point in the sales process.  Typically, customer interaction differs from one sales call to the next, so transition points can be difficult unless you have the skills to react quickly and effectively.  Below are some common transition tips used during service and sales calls to improve the outcome.

• Empathy Transition:  putting yourself in the Customers situation
• Apologetic Transition:  using, “I am so sorry for …”  to move the conversation forward
• “Lead in” Transition:  using what the customer is saying to transition to next point

All of these sales and transition techniques, theories, and tools are important to the outcome that each sales person wants… more sales and more money.  But if you could simplify the Sales pitch and use the same strategies over and over again… successfully… would you?  I think you would.

I have found during my time in Call Center Service and Sales that simplification of words and phrases used on the phone are good for the Customer and the Employee.  The most effective transitions and sales techniques I have used and seen in action are, “The 3 F transition” and the “Closing POWER of “Okay”.  Let me explain.

More often than not, Call Centers and Customer Service locations are being asked to incorporate Sales efforts into each and every call they take or make.  This is being done to improve overall growth for an organization, by taking advantage of every Customer Touch Point.

The “3 F” transition and the use of the word “Okay” can be universally used on any type of phone call handled within your organization.

The “3 F” transition is simple.

• FEEL:  “I understand how you FEEL…”
• FELT:  “Many of our happiest customers initially FELT the same way…”
• FOUND:  “What they have FOUND is that…”

Angry and happy customers alike cannot resist the FEEL, FELT, FOUND transition.  Customers appreciate the fact that you understand the feeling they are going through.  Customers also appreciate honesty, and that other customers may have felt or experienced the same thing they are going through.  Customers also like to hear what others have found to work.   This is especially effective if you can relate a specific example.

Once you have mastered the transition and re-gained control of the conversation, it is now time to lead the call to closure, and the ultimate objective… a new SALE.  Whether you are working to resolve a problem the customer has, taking a call about a new product, or just a shopping inquiry, the customer has called, and you now have the most powerful tool available to you in sales… the word “OKAY”.

People respond to “Okay” with an “Okay” over 65% of the time.  The objective of any sales pitch is to get customer agreement.  The word “okay” is agreement, or at least the start of an agreement.  Just try it…

“Mr. / Ms. Customer… thank you so much for inquiry today, I am very happy we were able to answer your questions.  With that in mind, I’d like to start your services today, Okay!?”

Now, try it all together…

“Certainly, Mr. / Ms. Customer… I understand how you FEEL about that… Believe it or not, many of our happiest and most satisfied Customers initially FELT the same way.  Many of them have FOUND that …. Explanation / Resolution / Feature / Benefit … so, with that said, I believe you will be extremely satisfied with our services.  Let’s get your services started today, Okay!?”

By using the transition, acknowledging the issue or question, affirming the customers understanding, fear, or hesitation, and leading yourself to call closure can be used in this format over and over again… for any situation.  The key is not to sound robotic and give the transition a personal touch.

When used correctly, the “3 F” transition and the “closing POWER of Okay” are powerful tools.  Organizations are all looking for ways to grow effectively and efficiently.  The power of words, is a key part of getting customers on board with your product and your pitch!

Always remember, the delivery of such words must be practiced!  Using words and phrases you may not be comfortable with initially may seem awkward and intimidating.  Practice on a friend or family member, practice in the mirror at home, or a coworker / supervisor.

Your ability to transition and close will make all the difference in your sales performance!