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Do you ever listen to your office manager or salesperson speak to a lead on the phone and think to yourself: “You’re doing it WRONG!” ?
The way calls get handled has a direct impact on how much revenue you do, how efficient your marketing spend is, how easygoing the customer is when the crew arrives, and how your brand is perceived in the marketplace. It's the first impression a customer has of your business, and if done poorly, it will be their last.
We’re very fortunate to have Zac Garside, CEO of Power Selling Pros, on the show today. Power Selling Pros helps customer services representatives, and entire call centers boost their booking percentage and create amazing customer experiences from the very first interaction:
Expect to learn: - Why rigid call scripts don’t work and what you should be using instead - How to train your call handers to build value, use strategic empathy, and ASK for the business - And the 6 KPIs you need to measure call handling success objectively
Whether you’re still doing all the calls yourself or you run 25 person call center, you’re going to get a tonne from this conversation with Zac Garside
00:00 - Intro
02:16 - 5 signs the call handling in your business needs work
05:09 - Why is call handling so critical to success?
07:43 - What is Power Selling Pros?
08:38 - Identity is Key
14:00 - A Pattern For Excellence
40:15 - What KPIs should we track?
49:37 - What personality profiles thrive in call-handling roles?
52:14 -3 Quick Tips
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