Increase Sales With This Simple Call Center Training Technique
During the training process set up contests for the individual CSR and training team that generate the highest conversion rates. Drill the reps on making sure to be gentle and not pushy, as it’s human nature to get more aggressive to win a contest.
Stress the quality of the relationship with the customer as well as the quantity of the order.
Using this simple technique at one company I worked at, we increased conversion rates by as much as 20 percent. Also, by fostering an atmosphere of teamwork and healthy competition, we increased the enthusiasm and morale in our call center as well.
Train CSRs to seek out opportunities to cross sell effectively. Train your reps to know which items complement each other and coach these reps on the art of cross selling. Truth is, sometimes all it takes is a suggestion, something like, “Do you know, Ms. Jones, that we have a beautiful top that complements the shorts you’re purchasing today?”
What’s your best training technique? Let us know by posting below. Speak to you next week.
Jim Gilbert is president of Gilbert Direct Marketing and a professor of direct marketing at Miami International University of Art and Design. He can be reached at email@example.com.
Jim Gilbert has had a storied career in direct and digital marketing resulting in a burning desire to tell stories that educate, inform, and inspire marketers to new heights of success.
After years of marketing consulting, Jim decided it was time to “put his money where his mouth was" and build his own e-commerce company, Premo Natural Products, with its flagship product, Premo Guard Bed Bug & Mite Sprays. Premo in its second year is poised to eclipse 100 percent growth.
Jim has been writing for Target Marketing Group since 2006, first on the pages of Catalog Success Magazine, then as the first blogger for its online division. Jim continues to write for Total Retail.
Along the way, Jim has led the Florida Direct Marketing Association as their Marketing Chair and then three-term President, been an Adjunct Professor of Direct and Digital marketing for Miami International University, and created a lecture series, “The 9 Immutable Laws of Social Media Marketing,” which he has presented across the country at conferences and universities.