689. How to Book More Jobs through Cold Calling with Dave Tester
Service Business Mastery for Skilled Trades: HVAC, Plumbing & Electrical Home Service
English - October 28, 2022 06:00 - 33 minutes - 46.1 MB - ★★★★★ - 132 ratingsEntrepreneurship Business Education How To business hvac businesscoaching businessstartup electrical plumbing service servicebusiness servicebusinessmastery skilledtrades Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Do you feel anxious whenever you try to make a call? In this episode, Dave and Tersh talk about how CSRs can improve their phone calls by starting the phone conversation off with a positive attitude, no matter what the caller says. As the author of the book, “Fearless Communication'', Dave stresses the importance of bonding and forming a rapport with the caller in order to help educate them and get them closer to resolving the issue. Dave gives real tangible examples of these calls so make sure to tune in!
[00:01 - 06:51] Opening Segment
Introducing Dave to the show Brief background and career Teaching live phone calls to CSRs Emphasizing the importance of bonding and rapport in order to educate and help resolve issues
[05:52 - 15:03] How to Answer the Phone Like a Pro
Dave shares a sample call made with a customer Getting their first name, last name, phone number, and area of coverage It’s more important to capture the prospect and turn them into a customer At what point do we ask for the email address?
[15:04 - 20:21] Asking the Right Questions
Calls are either 5-star or neutral “Sorry” is code for not having the ability to do anything about it The 2 biggest fears of CSRs What if somebody’s mad on the phone? What if you get asked a question you don’t know the answer to? Continually Negative News
[20:22 - 32:51] Responding to Your CSR
Focusing on age and listening for what’s not being said Determining the next steps Focusing on booking the appointment How long does it take for a person to be confident in closing the majority of their calls? Having a good tone and tempo Dave’s program, The Jumpstart Microfeedback Implications of having a script Try to avoid jargon Answering calls
[32:52 - 33:27] Closing Segment
See the links below to connect with Dave Final words
Quotes:
“It’s more important to capture that prospect and turn them into a customer.” - Dave Tester
“Your number 1 job when that phone rings is to book the appointment.” - Dave Tester
Connect with Dave by visiting www.GoDaveTester.com. Check out Dave’s book, “Fearless Communication”.