Imagine you’re at work taking a short coffee break one afternoon when someone from a company calls you asking questions about the software you use at work. It’s true of all of us—the last thing we want when we’re busy is to have someone interrupt our day with survey questions.
At Chameleon, we are “hired” by other companies (our clients), and it’s our job to ask questions to update our client’s database, with the ultimate goal of improving our client’s sales pipeline. The last thing we want to do is bother people. So what can we do to make our conversations with people more enjoyable? How can we get our surveys done without sounding like telemarketers? In short: Be polite, be brief, and be conversational rather than acting like an interrogator.
Most of the time, when we make calls we reach the operator first. Some of them tend to ask why we’re calling that person. Instead of telling them that we’re calling to update our database, tell them that we need to speak to a primary user in regards to our licensing usage. Most of the time, the receptionist will feel obligated to send you over to a primary user since your company is one of their vendors. We also recognize that receptionists answer calls all day, and a simple “please” and “thank-you” will show them that we value their job. The more appreciated they feel, the more likely they will help us get to the person we need to talk to.
When you finally get to speak with your prospect, keep it brief. Explain to them that you don’t want to take too much of their time. Keep in mind that as soon as they find out that you’re trying to get information from them, they will be eager to get you off the phone. Keep it simple, and prepare for the questions ahead of time. For example, tell them you’re calling to make sure that you send future information to the right correspondence. This will usually help you get the information you need.
Be conversational! If someone called me with survey questions, I would like to get them off the phone in five seconds. Make sure to let them talk and explain how they’re using the license. Ask what type of issues they run into in their daily work. This way, with the knowledge you have of the programs, you can give some suggestions as to what product your company offers that will help the customers in the future.
Listening to the contact is one of the most important things you can do. By letting them talk, you have a chance to jot down ideas that could lead to the solution they’re looking for. Even if we are making hundreds of calls in a single day at Chameleon, we strive to remain polite, brief, and conversational.
Call Chameleon at (603)-570-4300 to learn more about our List Development & Acquisition Services!
Written by Demi, Chameleon Group
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