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Converting Inbound Calls into Sales?


Hi Everybody!

I am a Call  specialist where I guide my staff through soft skills & telemarketing  techniques. I have a vast knowledge in the pros and cons of an outbound call center operation. I was requested to prepare a training program for an inbound call center operation where the process is to convert incoming inquiries into sales.

I am aware of the basics and the sales techniques, but I would feel better if you could equip me with some tips & techniques on how to convert inbound calls to sales. I know for a fact that inbound sales conversion is going to be easier than outbound sales, but they might also have their own sets of barriers.

Thanks in advance.


One Response

  1. Turning enquiries into orders

    Hi, in my experience the key here is to take the customer’s initial enquiry and then gain the customer’s permission to ask questions. This is a natural add-on to the greeting: ‘Hello, Mr Smith, my name is Freda and I’d be happy to help you with that. So that we can find the right (product name) for you I would like to take a few details, is that alright?’ Freda now has permission to ask questions.

    The purpose of asking questions is to uncover further needs which they may have. For example, if a customer orders a printer he may also be looking for cartridges, paper, warranty etc. Get the team to devise question sets for all of the main products they sell. Once they have the right questions to ask you can do role play on building the questions into the conversation and then matching their needs with the right products. The principles of selling are the same on both outbound and inbound calls – focus on introducing questions into the call in a ‘soft’ and conversational way.

    Hope this helps.


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