Managing and resolving problems are a normal part of dealing with customers in an appointment setting campaign. I mean, you are conducting one since you know that prospective sales leads have their own problems to solve, right?
We need to know how to best handle the selling process. By properly assisting your customers, you establish a better relationship with them. When they have a positive relationship with you, they spread the word to their friends and family. Word of mouth practically compels the listeners to come in and ask for our help. All of that starts with the proper way of resolving problems and issues that are presented to you. Now, this is how you do it:
To start with, clarify with the customer what the problem is. Listen carefully to what they are saying. You should take note that resolving this problem is very important to your B2B leads prospects. Otherwise, they would not even be coming near you in the first place. Take ownership of the problem (even you are not to blame). Your job, at this point, is to calm them down and open coherent discussion.
Next, investigate thoroughly the problem. And when I say thoroughly, I mean deeply. A problem may not be what it seems. It is possible that several layers of issues encompass a single problem, which will require several different ways to deal with it. A simple ‘band-aid’ solution will not cut it like that. You have to be decisive in dealing with such things.
Third, you should be willing to give your sales and telemarketing team more power to resolve issues. You can create a ‘one-call’ resolution system that will answer all customer issues in an efficient and effective manner. And the crucial piece of that set-up is giving your people the authority to deal with problems on their own.
Fourth, prepare your reports. After going through all the facts, you should then share your findings both with the company you work for and the customer you are helping. The former needs the data in order to store in their archives, while the latter would want to know the extent of your work. And both parties might be able to give you more details once they knew where you stood at that time.
After the reporting, then comes the time for you to develop the business solution. You know that each customer has their unique issues. That is why you should put some effort into crafting a personalized solution to their problems. It will take some time, but you will realize that you are in the right path come implementation time.
Finally, you should follow up. After implementing the solution, you should come back and asses it well. You need to know whether your plan worked, or if you need to alter the plan yet again. This is the last, yet the most important, step.
See, these can be simple ways to improve your lead generation and appointment setting campaign. You just need to have the courage to implement them.