The importance of club memberships to your business can never be understated. They ARE your business. Every club you have is a customer locked to you. While your technicians may do a solid job of selling clubs, if they’re the ONLY ones selling your clubs, you’re likely missing out on some huge opportunities. I’m going to share with you the “7 Steps to Turning Your Call-Taker into a Club-Membership Salesperson”:
Step 1: Explain the Benefits of the Club to Your CCR.
No one can ever successfully sell anything without knowing the benefits. Explain to your call-takers that:
- Clubs Are Great for Your Customers: Thanks to the inspections, club memberships provide discounts and offer safety to families. They give peace-of-mind by reducing the likelihood of emergency calls, and should your customer need you, club members go to the front-of-the-line for service.
- Clubs Are Great for YOU, the Call-Taker: You’ll get a spiff for every club sold and every club renewed.
- Clubs Are Great for the Company: Remind your call-takers that clubs keep customers locked to your company. They’re not using any other service company.
Step 2: Develop a Script-Outline Structure.
Help your call-takers write a script outline. (Outlines don’t sound as mechanical as scripts.) Coach them through the process, but allow them to put terms in their own words. Of course, be sure to brainstorm every objection imaginable and develop a response to each.
Step 3: Train, Train & Train Some More!
Before your call-takers begin selling clubs, take time to train them on the new script. You may need to train two or three times a week―for several weeks―before allowing your call-takers to start selling―but that’s okay.
Step 4: Remind Your Call-Takers Not to Lose Calls!
Remind your call-takers to follow scripts, present the benefits, be energetic over the phone, and answer objections and questions—but don’t be pushy. You never want to lose an appointment over a hard pitch.
Step 5: Track Their Progress
Monitor how well your call-takers are doing. Record their conversations and use those recordings in future trainings. Utilize a Scoreboard. Continue to meet weekly to role-play.
Step 6: Create Competition
Offer rewards for the call-taker who sells the most clubs in a month. Let them choose what they want to be the prize. If you only have one call-taker, give that individual a goal to hit, and if he/she meets it, he/she is rewarded!
Step 7: Celebrate Success
People enjoy recognition. Have your call-takers, who are performing well, stand up in meetings and get a round of applause. If the whole team has a great week, buy them lunch. By just telling them every week how much you appreciate their hard work, that goes a long way.
As you see, selling clubs doesn’t have to be difficult. For additional help, Learning Alliance offers the Telephone Essentials Online! Be sure to sign your CCR up! You’ll be selling more clubs than ever before!