If any of you have looked at this thread , you'll notice I raised the issue of phone sales. I thought it might be a topic worthy of a new thread. I have a few ideas, but I thought I would get your opinions first. I'm not talking about about "cold calls" (I do think cold calls should be discussed, and will insert my opinion on them later in the thread).
If you advertise, once the customer calls, how do you get them to "bite"? How do you keep records of the "call to sales" ratio? How do you know your advertisment is working?

Baiting my hook,
Doc

Doc,

If you're advertising, list a special code that reflects the ad source and then have the customer tell you the special code. Make that part of your PO# or remark it somewhere so you can capture the data of which ads were effective.

[This message has been edited by BuggabooBren (edited 08-19-2002).]

>call yourself AAA electric, Ace, Acme, etc.....
>be there to answer..
>show up first.......

simplistic yet effective

Speak to them on their own level without making them feel stupid(takes practice). Most people don't even know what a 3 way switch is, they think it means 3 switches in one box. If they don't really understand what you are talking about after they hang up they will feel uneasy about what it might cost them. Show sincerity that you are really concerned about their problem/project.
If there is a safety issue I always make them feel as if I am putting them ahead on the list even if I'm really not. Most of all, show up when you say you will.

I don't really advertise any more, I pulled out of all the yellow page books and that said now most of my calls are pre qualified as an easy sale. Most of the calls are from referals and past customers. I just listen to their problem and give a fair price, usually without even looking at the job. I almost think I get too many of the jobs, indicating a price hike is needed. When I get a "fresh lead" customer I find that I can get the job just by calling them back, it seems many of my competitors don't return their calls. So Just answering the phone or returning a call puts you a leg up.

same boat here......


i refer to 'sister switch(s)....

Dittos Electric Eagle & Sparky!! The biggest complaint I get is that no one ever calls back when they say they will or they are ALWAYS late.
When I started out I figured if I returned calls and show up on time I would be a leg up it sure has helped. The other day I called a lady to let her know that I would be a few minutes late it really caught her off guard.

Sparky The numbers go before the letters in the phone book I'm crossing my fingers that it will help when my new add comes out in a few weeks.
wirewiz

wiz, eagle, spark,

Simply returning a phone call will make a sale for you? O.K., I can buy that. My question is....when the first phone call is made, what makes them say, "I'm going to use these guy's."? The first impression has to mean everything, or does the first impression mean everything?

I caught one, and it was THIS big,
Doc

Let me continue my previous post.
IMHO, educating the customer about the things that he will be faced with when calling other electrical contractors should help give a "leg up" when it comes to making the sale. The reason that I say that is because when he hangs up with the first contractor, calls another contractor, and the things that the first contractor warns the customer about are mentioned by contractor #2, then the customer has got to think that contractor #1 was up front with him. He realizes that at least up until that point, contractor #1 has been looking out for his "best interests".
As far as educating the customer about the actual work that must be performed, over the phone, I think that it must be difficult to do without "much" experience. I'm not saying it isn't "doable", because as some have mentioned above they do it. I'm not that talented when it comes to communication over the phone, but if I could ever get with them in person, I believe that I could get them thoroughly confused.


Get the net I've hooked another one,
Doc

Doc,
I really don't know what it is. I think I'm generally an honest person and maybe this comes through over the phone, or maybe I'm just a good comunicator. If I do have to go to the job to give the estimate, I also almost always get the job unless the customer is looking for "something for nothing". many time this customer just doesn't understand what's involved.

Eagle,
Maybe it's that Electric "Mojo".

Randy, baby, yeah!
Doc

Well Doc... Since you asked I always provide FREE estimates unlike some of the competition. And when they are asking for a price over the phone I try as hard as I can not to give them a "Ballpark". (It did happen recently though maybe you read the post, I think the lady was living in a dream world) I want to get them to let me meet them. When I arrive to give the estimate I make sure that I am profesional.

To me these are some of the things that make me professional.

1. Have a neat appearence. (even if you have been laying in a grease pit)

2. No bad breath.

3. If it's someones home park on the street. Don't pull up with the radio so loud they hear it before they see you.

4. Introduce yourself and say what company you are with. No complaining about the last place you came from or your most recent family crisis.

5. Be respectful of them and their place of business or home. Use the sidewalks, don't leave handprints on whatever you touch. If they have the latest greatest gadget or gizmo don't spend thirty minutes telling them how great it is or why you can't afford it. Don't ask how much it cost or say "must be nice".

6. Leave the cell phone (if possible), coffee cup, cigarettes, chew, and spitter in the truck.

7. Be prepared for the estimate your going to give. If it's something you have not done for a while brush up on it if time permits.

8. Provide the estimate when you tell them you will if you can't provide it at that time.

9. Follow up with a phone call in a day or two.

I know to most people these things are all common sense but I have seen people offended by all of the things mentioned here. I also ran a small contractors service department for a while and had some people complain about a few of the guys bad habits and lengthy meaningless conversations, as well as showing a little too much interest in their homes. That one was kind of scary

Doc, Im feelin a little bit "charged" up tonight from a long day. What would you prescribe from the "electro-chest"?

Wirewiz

Wirewiz,
good post...sounds familiar......

TRUSTWORTHY

LOYAL

HELPFUL

FRIENDLY

COURTEOUS

KIND

OBEDIENT

CHEERFUL

THRIFTY

BRAVE

CLEAN

REVERENT

i dub thee forum eagle scout!

[This message has been edited by sparky (edited 08-23-2002).]

Wiz,
Step into my office. That's correct, the blue one that says "BFI" on the outside (the "BFI" stands for Been 'fficially Instituted into the "Electromedical Doctorin' Association"). It sounds like you need a little something to keep your mind occupied so that you don't get all charged up. I'll list 'em from the most simple and easy to the most drastic.
1. Smear some Yellow 77 under your nose. You'll be occupied with the smell.
2.Take 2 wire nuts and call me in the morning. You won't be able to breath, but at least you won't be charged up.
3. Tear off a piece of duct seal, and place it under your tongue. Nuff said.
4. Have an aprentice tape your butt cheeks together. Again, nuff said.
5. If all else fails, take a battery drill, and run a 3" dry wall screw through your rectus femorous (thigh muscle) into your femor. This results in a trip to the ER, but in my professional opinion, you won't be charged up any more.

Pay the receptionist on your way out in cash credit, or copper,
Doc