you need to ask open-ended questions.
These questions encourage the person to talk and help you uncover their specific needs. Instead of asking, "Do you need a new accountant?" try "What are some of the biggest financial challenges you're facing in your business right now?" This question will likely elicit a more detailed response. Subsequently, listen carefully to their answers. Their responses will give you the information you need to position your services as the perfect solution.
Additionally, your script should include a section for handling common objections. What are the typical reasons people give for not needing your services? Prepare concise and confident responses to these objections. For instance, if someone says, "I'm happy with my current accountant," you could reply, "I understand completely. We often find that even businesses with an accountant can benefit from a second opinion on specific tax strategies. Would you be open to a brief conversation about that?" By preparing for objections, you will feel more confident and in control during the call. Finally, your script should always lead to a clear call to action. What is the next step you want them to take? Is it booking a follow-up meeting, a free consultation, or receiving a brochure? A clear call to action provides a logical next step and increases the likelihood of a positive outcome.
Building Rapport and Trust on the Phone
When you can't see a person's face, building trust can be a challenge. Therefore, your voice becomes your most important tool. First, speak with a warm and confident tone. Smile as you talk, as it can be heard in your voice and makes you sound more friendly and approachable. Furthermore, be a good listener. Pay close attention to what the person on the other end of the line is saying. This shows that you value their time and opinions. It also helps you tailor your message more effectively.
Moreover, use their name during the conversation. Using their name in a natural way makes the conversation feel more personal. For example, "That's a great point, John." However, don't overdo it, as it can sound insincere. You should also mirror their speaking style. If they speak slowly, you should slow down your own pace. If they are more energetic, you can match their energy. This mirroring creates a sense of connection.