How to make phone sales transparent and successful

05 juni 2019

Customers don’t feel save when concluding contracts by phone

It is common practice, but many customers do not feel comfortable doing it: signing a contract or subscription over the phone. This discomfort often arises from the fear of concluding a contract that one did not actually imagine. Also, the distrust that important information that would have normally kept one from concluding the contract, are being left out can be a reason. Legally, the customer and buyer are increasingly protected and there are clear rules on how such a contract conclusion business should proceed by telephone, but still: the doubt remains.

Sellers want to achieve an immediate deal closure by phone

Customers who are unwilling to conclude a contract by telephone often offer the seller to send the documents by mail or email, so that they can read them carefully again. For the seller, this is disappointing for two reasons: on the one hand, because he cannot show a direct customer account and thus most likely also receives no commission, and because the customer may not even complete the contract after having received the documents.

Cross-channel customer communication helps sellers and customers equally

The omnichannel approach, which has been used for several years in many areas, can be just right for both sides. Omnichannel distribution means that the seller or company communicates with the customer across multiple channels and offers the product or service in a way that best suits the customer. Thereby the channels, e.g. telephone and online are not seen side by side, but as a complement to each other. Both channels are being used at the same time and are perfectly coordinated.

Combine telephone and online and win your customer’s trust

In practice, this can mean the following: The seller contacts the customer by telephone and provides initial information about a product or service. If the customer shows interest, the seller asks the customer to spontaneously participate in an online meeting via participation code. The customer uses his smartphone, tablet or PC to join. While the telephone conversation continues, the seller now shows the interested customer a product presentation online, discusses equipment variants, or even fills out the contract together with the customer in the online meeting software. Since the customer always sees what is offered to him and can read the contract in real time, he is always 100% transparently informed. That this is a working practice, shows our customer KiKxxl.

The digital signature increases the contract closure rates

Once all the contract details have been clarified, there are two ways to get the contract signed: Either the customer signs it online and legally secure via smartphone or tablet within a few seconds, or the seller sends the fully completed contract by email or post. Since the customer has already seen and filled out the contract himself, the first solution is a great way to use this positive feeling for an instant contract closure. The latter is less in the sense of the seller, but thanks to the transparent contract discussion, the chances are good that the customer will sign the contract by pen at a later stage.

If you’d like to learn more about how Idiligo can help you combine your phone sales with online components, just get in touch with us!

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