Wireless retailers get LOTS of incoming calls. What if you could use those calls to make more sales? It’s not just about great phone skills, it’s about looking back through calls that didn’t convert and seeing if there’s potential for a future sale.
Mining for Gold
Think of it like gold mining. See, gold can be tough to find — only one out of every billion atoms of rock in the world is gold. But rather than sifting through every rock in the world, geologists use tools to find “load deposits” — places where the ratio of gold is higher. Once it’s found, they can mine.
If you want to find more gold in your wireless retail store, it’s time to starting mining.
Step one: find the load deposits. With Beaclock, we’ve made that easy. See, we’ve found that by identifying the carrier of incoming calls, we can better identify our best prospects. If someone is already using us as their carrier, that’s not an opportunity, but if we can find the calls that come from our competition’s service, we’ve found the potential for gold.
Using the Right Filter
Beaclock filters that out for us. It lets us sort the calls by carrier. Then we can listen back to see if we missed any opportunities. Increasing your conversion by just a few percentage points can make a big impact on your bottom line.
Here’s an example. Let’s say you hear this call as you listen to yesterday’s call log:
“Hi, thanks for calling Anywhere USA Wireless. How can I help you?”
“Yeah, I’m interested in buying four phones for my family. I was wondering if you could price match this online offer for five phones?”
“No, my boss won’t let me do that here.” Click.
If you’re the owner or manager of this store, wouldn’t you want this caller’s business? Maybe someone missed the opportunity to make this sale on the first call, but it’s not too late to call them back. Say something like:
“Mr. Customer, I know you called here two days ago. I don’t know what we were thinking, but I absolutely think we can offer you special pricing. Are you available next Tuesday at 2:00 to come in so we can give you a quote?”
Once you identify the people who would bring new business to your carrier, be proactive and work to make the sale.
Making It Worth Your Time
Yes, listening to previous calls takes a while, but it’s a great task for your team to do in their downtime. They can analyze calls and see who’s worth a callback to try to schedule an appointment.
When you find a gem worth $1,500, is it worth your time to call them back? Absolutely.
When you call back, either admit you made a mistake or tell them the offer they asked about returned. When you convince a person who was originally told no to come back for an appointment, your chance of a sale skyrockets.
But don’t stop there. Track the appointments and results. If someone doesn’t show up for their appointment, find out why. Call or text them to see if you can reschedule the appointment — you don’t want to lose that opportunity.
Finding gold takes effort — in mining and in your wireless store. But with a little work sifting through calls, you’ll earn a big pay-off.