Almost without exception, two things are true about the handling of in-bound calls from prospective customers, clients or patients in every business: one, they're sloppily, erratically, ineffectively handled (thus undermining all advertising and marketing); two, the owners refuse to believe a horror show is occurring in their business(es) with the handling of their in-bound calls. Confronted objectively, with open mind; and creatively and constructively - this can be the single biggest source of fast sales improvements. What is required is initial, SKILLED mystery shopping with recording, transcribing and analysis of the actual calls; scripting; training; incentives; and on-going law enforcement' by continued, skilled mystery shopping. And the business owner can NOT do this for himself. His rage, resentment, frustration, and other responsibilities get in the way. There are two experts in this field, each offering a collection of these services, that I recommend obtaining information from and considering:
CHRIS MULLINS
Mullins Media Group
chris@mullinsmediagroup.com
Fax: 603-924-5770
JAY GEIER
Scheduling Institute
Fax: 770-518-7577
Reference Chapter 30. The actual face-to-face sales process is another severe problem area in most businesses. Salespeople, front line staff, receptionists, etc. are freelancing - . Scripts and systems poorly designed, not adhered to. To re-visit this issue, read pages Then I urge contacting Sydney Barrows and participating in her ten week tele-coaching program on SalesDesign®. Visit www.SydneyBarrows.com or fax 212-496-8676.
Reference Chapters 14 - 17. Visit www.SurveillanceManagement.com for more information and assistance with affordable video and audio surveillance technology.