How To Do The Follow-Up Call

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How meticulous are you about the follow-up of every person to whom you mail information or send a quote? Making a commitment to do this will increase your sales dramatically if done professionally. There is really no point in sending information out unless you plan to follow it up.

It is usually in the follow- up that success is achieved and the sale is closed. It is important to ask the customer how long he/she thinks they need to review the information and then schedule a time to call back to discuss it further one to three days later.
That way the customer knows you are going to ring back and that they have committed to have read the material by then.

Here are 5 Tips for the Follow-Up Call

1.   It is not  good to call back starting with a closed question like “Did you get the information I sent you?” Remember here, you are back in rapport building mode and need to be asking open-ended questions that cannot get “yes” and no answers. These will give you more information about what the customer wants and they start with “What”, “Why”, “How”, “Which”, “Why”, “When”, “Who”. I recommend you say:-

“Good morning Mr —— I am calling to discuss /review the information on ———– What specifically was of interest to you? How specifically did you feel this could benefit you?” or “What could happen to your organisation if you incorporated some of these ideas?” (put them into a picture of the future as if they are already using you.)

2.   When the customer answers, don’t jump in with a close immediately or launch into what you can do for them. Be a good listener, pause for a moment in silence and ask them to tell you more about that e.g. “That’s interesting, say more about that” or ask an open-ended question like “Why’s that?” The skill to be silent for a moment after the customer responds is powerful.


3.  If the customer appears to have cooled his enthusiasm on this next call, ask him “Last time we spoke, you thought this could really be of benefit to you. What happened since?” or “What will happen if you do nothing?” or “Are you not interested because you don’t think you will get a return on your investment”? Find out the real reason.

4.  Often the reason is that they cannot be bothered to change suppliers. You can ask one of the following questions:-
“When you changed from your first supplier to the one you have now, what made you change?”
“Under what circumstances would you consider using another source?”

5. You can fish for a problem with “What” and “How” questions.
“What happens when your supplier is out of stock and you need something in a hurry?”
“How would you handle ——- when ———?”
“How about changing to us for items you might be paying too much for with your existing supplier?”

Only after asking the questions can you start to present how your product or service can match their needs.

Put Follow-up calls into your routine to ensure they get done and you will convert 20% of them into sales or leads.

For more information on this subject go to https://www.telesalestraining.com.au/telesales-ebooks.html

9 Comments
  1. Greg Standen November 15, 2012 at 6:43 am

    Love your work Jenny hope all is well I have one thing that I come up against constantly and so does my telemarketer is that an approach like you talk about (not asking closed questions) can tend to come across as very assumptive in point 1.

  2. Laura January 14, 2017 at 9:36 am

    Thanks so much Jenny! Your so helpful 🙂 I especially love the tip about the open questions! It’s a great way to learn your customer’s perspective!

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