5 Ways to increase call conversion rate

Dec 15, 2015

5 Ways to increase call conversion rate

How to increase calls to sales conversion rate

 The world of telephone marketing may be losing its effectiveness in recent years but it is still proven to be a great sales platform for many companies who are still turning over profits through telephone sales.

The ability to execute effective phone sales is based on certain skills the sales person has; such as knowing how to forge a relationship over the phone, presentation of valid points (such as the 3x3 sales method, presenting 3 valid points in 3 minutes) and various other skills. This article will go through some detailed points which will help you increase your sales conversion rates.  

1. Personalisation

Many companies still use cold-calling because it produces leads and sales, most companies also still use cold emailing as a method of marketing, a study by Marketingland claims personalised emails deliver six times higher transaction rates. We can use this information to deduce that although this won’t be the same for telesales, the use of personalisation in a phone call will definitely increase conversion rate because of the psychology behind simply addressing somebody by their name, it creates a friendly atmosphere and is the basis of forging a business relationship.

It is also important to introduce yourself by your first name and second name because not everybody will know who you are straight away.


2. Handling objections

It is inevitable that a potential customer will most likely have objections in regard to what you are trying to sell, an objection is essentially a “sugar-coated” excuse because it will usually be to deter your call. Some examples of this include ‘we have no budget’, ‘that is not my priority right now’, ‘we use ___ currently’, etc. 

One way to combat this common problem is to simply be understanding in terms of how you respond by using phrases such as ‘no problem, what are ___’, ‘I understand. Let’s say ___’, ‘I agree with you, however ___’. The point of this is to sympathise with the caller but also suggest a solution at the same time. It is key to not sound argumentative or too pushy but this method allows options to be present and a chance to ask questions in response to the closed ended question you received.


3. Rapport

Many sales people make the frequent mistake of sounding too cliché when they engage in a conversation with a potential customer. Building a relationship with a customer is one of the basic building blocks of creating agreements, this doesn’t mean fake a relationship as it should come naturally and not too forced.

There are so many ways to do this but the best way to sum it up is to simply be yourself, imagine the customer is one of your friends and ask them about their interests, what they are up to and share some stories yourself. 

It is sometimes important to stay off-script and simply have a conversation with them as it loosens the atmosphere up. Respect is a key aspect in building a relationship and it comes in small amounts but adds up to a lot; basic conversational skills such as letting them finish speaking, listening to them well and showing empathy with the caller.


4. Understanding their requirements

The simple principle of understanding a persons requirement is essential because it is impossible to try sell something if the person isn’t interested at all in what you have to sell. A successful sales process starts by identifying what the customer actually needs or wants rather than what you are trying to sell. 

CRM (customer relationship management) systems and data information will be able to assist you on understanding their needs because it is possible to see certain patterns, information and other important factors. 


5. Understanding your product or service 

It is essential to actually understand what you are selling inside and out, no person will be convinced to buy something off a person who comes across as clueless in their own trade. Spend time to understand the policies, product and information because it will become very valuable when a customer has an objection.  Some cases may arise where a customer will tell you what they want and if you are knowledgeable in what you selling, you may be able to pitch a few points that will cater to their needs

Take pride in what you do, what you sell and how your company comes across over the telephone. It is important when discussing a particular topic to convey energy and passion.


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