CALL FLOW
 

THE CONVERSATION

PSYCHOLOGY OF THE SALE

A non-Star Choice Customer Calls in

Agent: Welcome to Star Choice, my name is John, how can we help you today?

Customer: Hi, I’m just calling today for some information about satellite.

You only get one chance to make a first impression so answer the phone with a smile.

Build a Rapport

Agent: Well you certainly have called the right place.  Can I get your name please?

Customer: Bob Sakimano

Agent: Hi Bob.  I’m John.  Are you aware of our current promotion (Tell customer about current promotion).

I asked for something from the customer so I offered him something in return.  This builds trust.  Asking if they know about the current promo is a good way to break the ice.

Enter the Address in CBS

Agent: We should find out the crew situation in your area.  If I could get your address, we can certainly find this information. 

Customer: I’m not actually ready to order just yet.

Agent: Of course.  But I know that one of the questions you’re going to ask is how long it would take to get a system installed.  It takes me a few minutes to find this information for you, so while we’re waiting I can answer all of your other questions, okay?

Some customers may be hesitant to give you this information.  You can explain that you are not completing the sale.  You are just checking to see what the time line is to get the installation.

Identify Needs (Hardware) and Enter Into CBS

Agent: So how many televisions will you be setting up with Star Choice?

Customer: Gives a number.

Agent: Are any of your televisions high definition?  Do you have a surround sound setup?

Customer: Answers questions.

We need to probe for their needs before we can educate them on the appropriate offer.  Using “will” or “when” gets the customer envisioning the product in the home.

Identify Needs (Programming) and Enter Into CBS

Agent: What type of programming does your family like to watch?

Customer: Answers question.

Agent: Keeps probing to better meet the customer’s needs.

This is a great time for rapport building.  Our customers love to talk about TV and themselves.

Package Presentation

Agent: Inform the customer of the hardware and programming package that best fits their needs.  Present it as what we can do for the customer.

Remember to assume the sale.  If you are confident in the purchase, the customer will be as well.

Close

Agent: Our installer schedule for your area just came up and we will be able to get you installed on (first day on chart).  Is morning or afternoon better for you (if applicable)?

This is an easy, natural close.  There may be some objections that you still need to deal with.  Once they are overcome, return to the close.