Hot calls, what is it? Communication with your current customers or those who are interested in the product and are eager to buy it. Advantages of hot calls:
focus on sales;
establishing strong, trusting relationships with the buyer;
low price;
high efficiency.
You have a customer vk data package database at your disposal, where full information about the actions of each individual buyer is stored: registration on the site, filling the basket in the online store, purchases. They will be an indicator that the person is sufficiently interested in the purchase. In addition, an incentive for a heated conversation with the client can be his contact with you by e-mail or other means of communication.
Example. Let's say we've discovered that a person has performed the intended action by putting a product in the basket, but hasn't completed the purchase. The consumer has probably shown interest in the product, but some factors have caused him to have doubts. During the phone conversation, it's important to determine what caused the potential client to refuse the purchase and resolve this issue. In some cases, the consumers themselves take the initiative and make hot calls. In this situation, it's important that the staff is prepared for such communication and doesn't scare off the buyer. Now let's discuss how to train managers to conduct effective hot conversations.
How to assess a customer's readiness to purchase a product h3
The first indicator is the expressed interest in purchasing a specific product, awareness of the exact name, properties and approximate price.
The buyer is in the purchasing decision stage and probably has some final questions to answer.
Studying all previous conversations, requests and actions of the client gives an idea of what he can change in the request.
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Customer groups that fall into the "hot" category include: regular customers, fans of the company and product brand, new customers on specific advice. They can be called loyal, ready to buy products from your segment in this organization. They are well acquainted with the company, subscribed to newsletters and social networks, made purchases and are satisfied with them, intend to use the services in the future and continue to use your products, and are also guided by the advice of authoritative acquaintances.
Every "hot" customer matters, but in a busy environment, there are some priorities. The greatest emphasis is on new ones, followed by long-term regulars, and then people who come from "cold" and "warm" leads. The main reasons why "hot" consumers postpone purchasing a product are: a lack of funds at the moment and ignorance of news, promotions and discounts.
Important! Even one incorrectly chosen statement by a sales manager, delivered emotionally, can greatly change the situation – the client will not make a purchase.
The primary and key task is to establish the parameters and characteristics of the "hot" consumer, to get to know him better. Due to the fact that people do not know how to distinguish between gradations of buyers, unsuccessful communication and an unfavorable outcome occur.
The ready client, compared to the other two types, is already familiar with the details of the product, is ready for an immediate purchase, the manager only needs to close the deal, and this process should be carried out quickly. With an understanding and application of the hot sales approach, having the ability to determine the consumer's status as ready from the beginning of the dialogue, the manager will successfully complete the sale. It will probably be a short, but carefully thought out and detailed conversation.
Example of a hot call
Example of a hot call
– Hello, I would like to clarify whether there is any discount for me, as a regular customer, on the hair dryer that I chose on the website?
- Good afternoon, Olga. My name is Irina. Let's find out which model of the device you are interested in?
– Birk SD 517.
- Excellent choice! It is very pleasant to hear about our regular customers, your attention is important to us. We would be happy to offer you a discount, but now this is the minimum price for the current promotion, which ends soon. We have only 2 units of this product left in stock. Hair dryers of this model are in great demand, since their quality, according to user reviews, is considered one of the best. As a token of gratitude for your purchase, we will list bonuses that will allow you to buy products with the maximum discount next time.