The Dumbest Error on Inbound Calls

Agents Must Build Trust – and NOT Always Go for the Biggest Sale

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Take Away

Your agents must be able to quickly assess a caller’s situation, needs, and desired outcome. With that understanding in place, the customer feels heard and is more trusting of the agent. This often leads to the caller accepting upsells, cross sells, or a free trial to an additional service.

The key is to quickly determine if the call is a simple or complex call – and treat it accordingly. 

  • Trust is built when agents quickly get on the caller’s wavelength

  • Taking advantage of the opportunities of each type of call drives inbound sales through the roof.

  • Providing support right on the call will result in far more sales

  • The quality and value of the relationship teeters on these inbound calls

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