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Smart Selling

Close More Leads Through Personalized Customer Service Representative Training

What would you do to acquire a new customer for your business? Try to reach them through a new marketing channel? Increase your investment in an existing advertising platform? Whatever you would do, it probably revolves around putting time, effort, and money into generating new leads. After all, what else is there to do if you want more customers?

The answer is this: you don’t necessarily need new leads to book more appointments; you can acquire new customers by improving your customer service representatives’ (CSRs’) close rates. Doing this will help you get the maximum return from your marketing investments by making the most of your existing lead pool.

Smart Selling helps you do this by tracking and monitoring your company’s phone calls, pin-pointing your phone call handling team’s strengths and opportunities for improvement, and creating a personalized coaching strategy to help give your CSRs the skills and confidence to book more appointments or close more leads.

The Value of CSR Training

Whether your CSRs realize it or not, they are most likely the first—and potentially last—impression a customer will have of your company. This makes them arguably your most important sales representatives, so ensuring that they provide each new lead with an exceptionally positive experience is critical if you want to close as many leads as possible.

However, great customer service is not something that can be delivered through a one-size-fits-all formula. Each call is unique, so a range of skills is necessary to provide world-class customer service that turns leads into booked appointments and loyal, raving (and referring!) fans of your company.

So how do we turn your phone call handling team into customer service experts?

The Process

Our team has diligently listened to and analyzed more than 1.5 million phone calls between customers and CSRs and has discovered:

  • The most common CSR errors that lead to missed opportunities and the loss of booked appointments
  • Effective approaches for closing sales over the phone on the first call
  • A proven method for tracking and recovering lost leads

Our team believes in using data to guide strategy and realize measurable results. On that note, the Smart Selling process starts with gathering as much data as possible.

1. Gather Data

First, we will hold an in-depth intake meeting where we will learn as much as we can about your company’s products, services, and call handling team. Our team will then review your call log in great detail—recording and listening to each of your inbound phone calls. This information will allow us to identify your customer service team’s key strengths and opportunities; for example:

  • Does your company get a lot of missed calls? If so, would it be helpful to add another CSR?
  • Does your team frequently encounter price shoppers? Do they know how to handle and convert them?
  • Do all of your CSRs understand your service offerings and service areas?
  • Are you losing potential customers due to long hold times?

2. Develop and Execute a Personalized Strategy

We will then break down our data by individual CSR, which will allow us to create unique goals for each phone call handler that we’ll work towards through one-on-one coaching sessions. Your CSRs will practice Smart Selling concepts during call scenarios that are specific to your industry and team’s needs, and we’ll keep track of their progress with detailed scorecards and regular reports.

3. Practice and Tweak

Finally, we will continue to utilize data from the reports to adjust our strategies as each CSR improves and evolves to the next level. Ultimately, Smart Selling CSR training is a long-term process that must be practiced repeatedly in order for customer service representatives to improve.

The Payoff

When your call handling team goes through Smart Selling CSR training, they will learn how to provide exceptional service that creates loyal customers and develop the confidence to book more appointments from your company’s existing lead pool. Your CSRs will be able to handle even the most difficult calls, stretching your marketing dollars further than ever before.

Are you ready to maximize your marketing investments and develop a top-notch customer service team? Contact the Smart Selling team today!

Contact Smart Selling

To discuss your team’s call handling performance, please provide us with your information below.

“The Smart Selling program has been worthwhile for our company. We’ve noticed a difference in the types of conversations our customer service representatives are having with potential customers and…”

-Jack Lehr Heating, Cooling & Electric