At CloudCall, we’re pretty passionate about quality phone calls (as you may have noticed).
We talk a lot about how phone calls get results, how you can use your phone system to keep your customers happy and how to unlock the potential of your telephony.
We’re not alone in our passion. Ian Moyse, Chief Revenue Officer at OneUp Sales, a company we have a close partnership with, shares our feelings about quality conversations and why they are more important than ever, he talks in more detail about this in his recent blog.
Having been a Sales Leader for a long time, I remember the days before digital communication, where Sales Reps would have a face-to-face conversation with a customer. Those days are long gone!
With the rise of email, SMS, WhatsApp, Messenger and more, it’s no surprise that the art of conversation is often reported as being dead.
In the Sales arena, people may think that opting for sending an email, as opposed to a phone call, is the best use of their time and achieves the best results. Those people would be mistaken.
*tap tap tap* on a keyboard, click send, done. But this electronic and cold form of communication is lacking many things, but one main issue is that it isn’t a two-way conversation.
A conversation is interactive, email is not.
When you speak to someone on the phone, you hear their tone of voice, gauge their sense of humor and understand what it is each other is trying to say, a lot more quickly and effortlessly. In an email all of this is removed.
Achieving and interpreting EQ (emotional intelligence) in an email is a big no no and yet this forms a great part of what to do next for a Salesperson and how to interact with a client, to achieve the best results.
By opting for an email over a phone call, we are putting ourselves at a great disadvantage, too. Sales is all about engaging with a customer and especially in B2B, human interaction is key.
A Salesperson selling over email is always going to be outsold by another who spoke to the client on the phone.
Having a quality phone conversation helps you to:
- Build rapport.
- Understand customer needs.
- Develop a better relationship.
- Outsell competitors.
It’s easy to fall into the trap of emailing and we’re all guilty of it. What we need to do is catch ourselves and correct ourselves.
We live in a world where we think people opt for electronic forms, live chats and emails. But that’s not necessarily the case.
Keeping customers happy
CloudCall released an eGuide this year, which is filled with useful research on customer and business habits when it comes to communication. They found that:
- 69% of businesses have seen a growth in inbound call volumes in the last two years.
- 52% of those businesses say it’s because customers prefer to talk to a human.
- 45% of customers prefer to use the phone to arrange appointments or service calls, double the number of those who prefer self-serve (20%) or email (24%).
It’s clear that customers want to speak to a human when calls are more important or if something has gone wrong and the electronic channels have lacked a solution. Sometimes it’s even the electronic approaches which have caused the issue.
So how do you encourage Salespeople to have real conversations?
Well, we did a bit of research too. We found interesting stats like:
- ‘92% of all customer interactions happen on the phone.’ – Salesforce
- ‘During COVID, 43% of businesses cited phone calls to be more important than ever before.’ – Moneypenny
- ‘51% of customers say that the phone call is the channel they’re most likely to get a quality response from.’ – CloudCall
Now I get it, it’s hard to get hold of people sometimes. We want immediacy and the lowest effort possible to get something done. When you make a call, you have to key in a number, call it, and if there’s no answer you have to leave numerous messages or voicemails and wait for a call back.
But if its worth taking the time to have a conversation with someone, isn’t it better to have it over the phone? Where you can build the relationship, get more information and close more deals?