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 opportunity…
Hi there. This is Chris Smith, your Client Success Manager for RSI. In this week’s Coach’s Corner, 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 sell anything successfully without knowing the benefits. Explain to your call takers that:
- Clubs are Great for Your Customers: They provide savings in the form of discounts. They offer safety to families thanks to the yearly inspections. They give peace-of-mind because they reduce the likelihood of emergency calls. And should your customer need you in a hurry, clubs put members 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. That could lead to a lot of extra, unexpected cash over the year!
- 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 Structure of a Script.
Once you’ve explained the benefits of the club. Help your call takers write an outline of a script. Coach them through the process, but allow them to put terms in their own words. I prefer they develop an outline of a script, rather than write a complete script, because it sounds less mechanical. People know when they’re being read to, versus talked to. Of course, be sure to brainstorm every objection imaginable and develop a response to each.
Step 3: Train, Train, and Train Some More!
Before your call takers begin selling clubs, take several weeks to train on their 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. You don’t want them on the phones pushing clubs until they sound natural doing it.
Step 4: Remind You Call Takers Not to Lose Calls!
Clubs are hugely important, but you never want to lose an appointment because your call taker pushed a club too hard and offended a customer. Remind your call takers to follow their scripts, present the benefits, be energetic over the phone, answer objections and questions—but don’t be pushy. That’s the worst way to start a service experience for a new customer.
Step 5: Track Their Progress
Monitor how well your call takers are doing once they begin selling the clubs! Record their conversations and use those recordings in future trainings. Continue to meet weekly to role play and go over any situations that arose.
Step 6: Create Competition
Offer rewards for the call taker who sells the most clubs in a month. The winner should get some type of prize… Even better, let them choose what they want to be the prize. Maybe it’s cash? Maybe it’s gift cards? If they decide, they’ll be more excited about it. If you only have one call taker, no problem! Give that individual a goal to hit in terms of club sold. If they meet that goal, they’re rewarded!
Step 7: Celebrate Success
The final step… Remember, people enjoy the financial rewards; however, money isn’t the only thing that motivates. People enjoy recognition. Be sure to recognize your call takers when they do well in selling clubs. Make them 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.
Those are my “7 Steps to Turning Your Call Taker into a Club Membership Salesperson.” As you see, it’s not that difficult. Just follow the process I outlined, and you’ll be selling more clubs than ever before. More clubs are definitely great for business!