What the Customer Hears: True-Life Sales Phone Calls Gone Wrong (and Right) Forget the fact that only about half of the sales calls to a property ever get answered, this session will humorously explore what happens when prospects call or show up and they actually make contact with a leasing professional. While it’s fun to blame the advertising sites for lead quality, there are clearly opportunities for executives to pay closer attention to training and compliance in the sales organization. Presenters will discuss their own companies lead handling with real examples, and some of the steps they take to ensure that prospects have the best possible experience. This session will use playback of actual inbound prospect calls to frame the discussion.
3. Lead Prioritization & Focus Sales associates are constantly forced to make judgment calls in regards to prioritizing vastly different types of tasks Call centers have the luxury of a singular purpose and clear focus – phone call conversion When the focus is on call performance, the results increase dramatically
6. The Psychology of the Sales Associate Cognizant of the administrative burden on our teams How is the prioritization decision made within the larger context of task? Call routing & “call me now” features Conversations have become more difficult as a result of divorce & foreclosure Recruiting the right sales associate and then equipping them
8. Don’t box me in! How do we provide a framework & structure for succeeding without creating a stiff, scripted and heavily sequenced approach to selling? Here is an example of a recorded call, conducted by a mystery shopper, in which the sales associate scores 100% for checking off all of the boxes on the shop, yet it represents a poor customer experience. Call Example:
10. Recognition & Informal Learning As we simplify and modify our evaluation process, we believe that the best way to learn is to listen.
11. On The Telephone…Are Your Sales Teams Sending Sales Signals Or Busy Signals? Patty Morgan-Seager pattymorgan@seagermarketing.com 614-325-9770
12. National Statistics 73,864 calls from 1,380 communities nationwide: Only 35% of qualified calls were converted to appointments. 2,863 appointment-setting opportunities were missed.
14. Wow! Consider This! 9 of 10 future residents call first 4 times more likely to lease! 2:56 average call duration 3:00-5:00 minutes =50% visit Make The Cut!