Recognize Incremental Sales While At the Same Time Increasing Customer Lifetime Value
With our outbound sales solutions, we’ll help you generate incremental sales, strengthen customer loyalty and increase customer lifetime value while at the same time reducing operational costs.
To deliver the greatest benefit from our outbound sales programs, we believe in a customer-centric approach: we listen and serve. Our direct-to-consumer outbound sales program will provide valuable insight into your customers’ buying habits and preferences as we make each call "work" for you.
- Timing is imperative in selling We understand the importance of reaching out when the customer is most receptive to listening to an offer. Sometimes a customer is more receptive to the call while at home or at work, but at other times the customer may need time to digest the information presented and may request a call back or a return phone number. We make it as simple for the customer as possible, and we accommodate his or her schedule at all times.
- Profile customers. Collect information that is specific to the customer's needs We tailor a call that is specific to the customer’s interest or need. For instance, if your customer is interested in a specific wine, it's probably not a great idea to lead with "We've got a special on Cabernet!" It's much better practice to have information about the customer at your fingertips when you follow up and to lead the customer by asking probing questions such as, "Do you drink reds or whites?" Or, "What are you drinking lately?"
- Be attentive to the customer The best sales professionals listen and adapt their approach to the customer. We learn the best time to call and we listen for information that will help us in providing more relevant offers, such as life experiences and upcoming events. Then, we follow up with offers which are relevant and welcomed. Customers truly appreciate this approach: "I know your daughter is getting married soon, so I wanted to offer you some great specials on sparkling wine."
These tried and true techniques foster long-term relationships by showing that your winery cares about customer service. And they lead to increased sales.
BEFORE YOU DIAL: TOP FIVE CALL FOR WINE TIPS
Many people appreciate a personal phone call, especially since they don’t always have time to read emails, newsletters or visit websites.
Here are some of the ways we make the most of calls to prospective customers:
We give your prospect the option of "backing out" of the call (by telling us over the phone they're not interested). The primary benefit of outbound sales is to determine which prospects are most interested, so we can focus efforts on meeting their needs and not call on people who will view the call as an annoyance.
- Compelling scripts We constantly ask ourselves, "Would I accept this call?" And with that important question in mind, we craft short, upbeat and pertinent specials with simple yet engaging scripts. We’ve found that brief opening lines which accurately identify the winery and the caller are most effective.
- Personalize it both ways In addition to using the customer’s name, we remind him or her of our acquaintance, even if that's limited to saying "We noticed it’s been a while since you stopped by our tasting room". If we've communicated with the prospect previously and recall a comment or an interest expressed, we make sure to refer to it.
- Strike the correct tone We’re very careful to strike the right balance between friendly and formal, so as to ensure the customer is perfectly comfortable in accepting our call. Our representatives are always courteous, sincere, and professional.
- Less is more Longer calls tend to seem rambling, while short, informative calls are focused and more useful. A shorter message implies we know your business well and that we understand time is limited and valuable. A good rule of thumb is to keep it simple.
- Provide an option We give your prospect the option of "backing out" of the call (by telling us over the phone they're not interested). The primary benefit of outbound sales is to determine which prospects are most interested, so we can focus efforts on meeting their needs and not call on people who will view the call as an annoyance.