To gain the greatest benefit from Telesales, we lead a customer-centric approach: listen and serve. Direct to Consumer Telesales gives you insight into your customers and allows you to determine their interests and interest level as we make the call "work" for you.
1. Timing is imperative in selling.
It's important to communicate when the customer is receptive to hearing the information you have to offer. Sometimes customers are most receptive to your call when they're at home or work, but other times a customer may need time to digest the information and may request a call back or a phone number where he or she can reach you. We make it as simple for the customer as possible, and accommodate their schedule at all times.
2. Profile customers. Collect information that is specific to your customer's needs.
We tailor a call that is specific to the customer’s interest or need. For instance, if your customer is looking for 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 into what they’re looking for by asking probing questions like, "Do you drink reds or whites?" Or, "What are you drinking lately?"
3. Be attentive to your customer.
The best sales people listen and then cater their approach to the specific customer. We find out the best time to call and listen for information and feedback, such as lifetime events, upcoming plans, etc. We follow up and offer great customer service that is pertinent to their lives. Customers truly appreciate this type of 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 provide greater customer service, foster long-term relationships and help increase sales.
Before You Dial: Top Five Call for Wine Telesales 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 best ways we make the most of calls to prospective customers:
1. Compelling scripts.
We ask ourselves, "Would I accept this call?" Use short, upbeat and pertinent specials. Also, a well-crafted and simple script helps engage customers. It's best to use a short opening line that accurately identifies the caller and the winery that is calling.
2. Personalize it both ways.
Besides using their name, we ensure we remind prospects how we know them, even if that's limited to saying "we noticed it’s been a while since you stopped by our tasting room" for leads obtained via tastings. If we've communicated with the prospect previously and recall a comment or an interest expressed, we are sure to refer to it.
3. Strike the correct tone.
We never say anything too personal or unprofessional in our calls. We strike a balance between friendly and formal that avoids embarrassing anyone and makes it comfortable for prospects to accept our call.
4. Less is more.
Longer calls tend to seem rambling, while a short, informative call is 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.
5. 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 telesales 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 an annoyance.
