Call Center Success The Sandler Way

Summary

Even in this age of "do not call" lists and voicemail jail, more and more companies are setting up call centers to drive new business. Why? It could be because people are spending less time "shopping" and more time just buying. Just a few years ago the buying process for most people started when they picked up the phone and started to talk to a salesperson, either in person or on the phone. In today's world, with all the data at our fingertips, a salesperson often isn't contacted until more than fifty percent of the sales process is done!

For many purchases, people don't feel the need to spend a whole lot of time in front of a sales person—or even much time on the phone. For many purchases, the conversations and fact finding now occupy a relatively brief span of time. When we target such consumers, though, there are certain basic questions we struggle with: how do we get the people we call to want to stay on the line with us? Or, in an inbound model, how do we connect with them most effectively during those critical opening seconds when they pose their question or issue? Once we do have them on the phone, how do we keep them on the line and turn that call into profit?

In this book, author Tom Niesen shows call center managers how to empower their teams to accomplish these critical business goals using the Sandler Selling System.