The telephone can lose more sales than it makes.
People are so busy today that they look for shortcuts when it comes time to buy or select someone to help them. They use the internet, and they use the telephone.
Unfortunately, too many businesses - especially retail - don't understand the power of the telephone. Often, they treat an incoming phone call as an interruption or a nuisance when they should be looking at it as a potential sale.
In the past week, I have been convinced not to purchase or do business with two stores just on the basis of the way they handled my phone inquiry. Two other stores tried very hard to lose my business, but they are the places where I can get certain parts.
If businesses tried just a little harder to educate their employees or to understand that a muffed phone call means a blown sale - and a potential loss of even more business through negative word-of-mouth - they would be a lot more successful.
For more information about my consulting, teaching, and coaching services visit my website at stevehoffacker.com. I also maintain a blog (Sales Quips) on the real estate network Active Rain, and you can begin participating in this great forum by visiting here. I also write and maintain blogs for Gold Coast SMC and Florida SMC. © 2009, Steve Hoffacker. All Rights Reserved.
People are so busy today that they look for shortcuts when it comes time to buy or select someone to help them. They use the internet, and they use the telephone.
Unfortunately, too many businesses - especially retail - don't understand the power of the telephone. Often, they treat an incoming phone call as an interruption or a nuisance when they should be looking at it as a potential sale.
In the past week, I have been convinced not to purchase or do business with two stores just on the basis of the way they handled my phone inquiry. Two other stores tried very hard to lose my business, but they are the places where I can get certain parts.
If businesses tried just a little harder to educate their employees or to understand that a muffed phone call means a blown sale - and a potential loss of even more business through negative word-of-mouth - they would be a lot more successful.
For more information about my consulting, teaching, and coaching services visit my website at stevehoffacker.com. I also maintain a blog (Sales Quips) on the real estate network Active Rain, and you can begin participating in this great forum by visiting here. I also write and maintain blogs for Gold Coast SMC and Florida SMC. © 2009, Steve Hoffacker. All Rights Reserved.
