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5 Ways to Tick-Off Clients and Make Them Feel Dumb

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Post 5 Ways to Tick-Off Clients and Make Them Feel Dumb   Sat Aug 13, 2011 9:36 am

Your goal is to get less business, right? To tick-off your potential customers so thoroughly that they never want to do business with you. Ever. You want to make them feel dumb when they call you. Make them feel like they are wasting your time. You want your potential customers to hang up the phone and say 'Man, I will NEVER buy from those people.'

Those are your goals right? Well, here are five ways to accomplish those goals.

1. Make sure the customer knows how busy you are when they call. This is the first step to really ticking your potential customer off and making them feel super dumb. You want to absolutely ensure they know how big of a pain in the rear it is for you to talk to them. How dare they call you! You are in the middle of something really, really important. You can't be bothered with a new client right now! They need to hear the annoyance in your voice when they call. They need to hear sighs and occasional irritated grunts.

2. Make sure your tone is very short, very terse and very mean sounding. This will absolutely ensure they know just how dumb they are for calling you and how busy you are. The tone of your voice really is the key. Talk to your potential client like you would talk to a neighbor's dog that has wandered onto your lawn and defecated on your front porch.

3. Make sure you are an order-taker. Treat the potential client like a machine would treat them. Don't you dare ask an engaging question! Don't try to find out the real problem your potential client is facing. Never, ever try and determine why they need your services. If they ask for a price quote, give them a price quote and say nothing else (after all, that's exactly what a machine would do). Then get off the phone. Remember: treat them like a computerized answering system would treat them-only add a rude tone (see #2 above). That will make them feel really bad! Do this, and you, sir, are one step closer to achieving your goal.

4. Make sure they feel unheard and unimportant . You need to demonstrate how little you care about their needs. And how little you care about their business. You can do this by interrupting them when they call. You can do this by cutting them off when they are speaking. You can also do this by talking....A LOT! This is super-important. The most important person on the phone call is YOU. Talk all the time. You need to absolutely demonstrate how little you care about them or their needs. And above all: DO NOT ask them a question. This is critical. If you start asking questions, they may start liking you; or worse, they may actually think you care about them.

5. Don't listen to them. Don't even give them the occasional 'uh huh' or 'hmm.' If you do, they could mistake your monosyllabic grunts for actually paying attention to them. Here are some things to try that will show your potential client you aren't listening: just type on your computer to 'look up' something they need and totally ignore them; or, hum a song as you 'look something up' on your computer. These tips will help you avoid any and all human interaction with your potential client. It's very effective. Thousands of employees at thousands businesses use it and it works! Again, don't accidentally listen to them, you may inadvertently ask them a question, and they may feel like you care about them.

Unfortunately, if you listened to the thousands of phone calls ContactPoint has recorded over the years, you would (many times) think ticking-off a potential client and making them feel dumb was the goal. Even though, certainly, no business sets a goal to lose or upset potential clients; many times employee behave as if that is the goal. Ask yourself: at this moment, which goal are your employees' phone conversations more likely to achieve-the goal of ticking off potential clients and making them feel dumb, or the goal of getting more clients and treat them well?

Kip Kint is the Director of Training and Development at ContactPoint. Founded in 2001, ContactPoint is the world leader in sales and customer service optimitics. Their patented technology records and scores customer phone calls so businesses hear what their customer hears. ContactPoint provides revolutionary training to teach businesses how to optimize calls, double sales and 'wow' customers. Serving the automotive, equipment rental, financial services, hospitality, home services and medical industries, ContactPoint is on a mission to unleash the extraordinary power in every customer contact.

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