Another way to build trust is to be honest and transparent.
If you don't know the answer to a question, admit it and promise to find the information for them. Say something like, “That’s a great question. I’m not sure, but I can find out for you and get back to you with the right answer.” This simple act of honesty builds credibility and shows the customer that you are reliable.
Moreover, always follow through on your promises. If you say you will call them back in 15 minutes with a solution, do it. This demonstrates that you are a person of your word and that you value their time. As a result, this reliability is what separates an average call from an exceptional one and encourages customers to come back again and again.
Handling Objections and Complaints Gracefully
Objections and complaints are a natural part of both sales and service. The key is to handle them with grace and professionalism. First, listen to the objection or complaint without interrupting. Give the customer time to express their frustration fully. Don’t immediately get defensive. Therefore, your first step should always be to acknowledge their feelings with empathy.
Next, validate their concern. Use phrases like, “I can see why you feel that way,” or “I appreciate you bringing this to my attention.” This simple validation can often de-escalate a heated situation. Consequently, once they feel heard, they are more open to hearing your solution. Then, you can calmly address their concerns with a clear and concise response.
Finally, offer a solution. If you can’t provide exactly what they want, offer a reasonable alternative. For example, if a customer is upset about a product being out of stock, you could offer to notify them as soon as it's back. This proactive approach shows that you are committed to finding a solution and are not just brushing them off. The goal is to turn a negative situation into a positive one.
The Importance of a Strong Close
The end of the call is just as important as the beginning. It's your last chance to leave a positive impression. First, summarize the key points of the conversation. This ensures that you and the customer are on the same page and that all their questions have been answered. For a sales call, this might mean confirming the order details. For a service call, it could be summarizing the solution you provided.
Next, outline the next steps clearly. If you need to follow up with them, tell them when and how you will do it. If they need to take action, make sure they understand what they need to do. This leaves no room for confusion and shows that you are organized and reliable. A clear path forward makes the customer feel secure and taken care of.
Finally, end the call on a positive note. Thank them for their time and express your gratitude. A simple "Thank you for your time, and please feel free to call us again if you have any questions," can go a long way. This pleasant farewell leaves a lasting good impression and encourages them to have a positive view of your company.