Owning a service-based company such as a plumbing business requires a lot of hard work. You are responsible for both completing the work for customers and marketing your business. All service-based businesses deal with phone calls from customers with questions on pricing, services, and availability. In many cases, you'll get phone calls from individuals who are price shopping to compare your business to other plumbers. How can you more effectively close plumbing sales over the phone?
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When the phone rings, the customer has already conducted at least cursory research on your brand and decided to call your plumbing business for further information. As such, there's no need to dive right into a sales pitch when you answer the phone. By all means, it is important to provide some introductory information. After that though, you should spend more time listening to your customer than talking at them.
Customers call your business because they have specific inquiries. Make sure that you focus the conversation on their current plumbing issue and convey important details to them about how you can resolve that issue. Lead them through the conversation with questions that provide you more detail, but as much as possible you should focus on listening to their concerns.
Among the opening questions you ask each customer, be sure to ask them the location where they require plumbing service. It's beneficial to both your business and the customer's needs to find out early on in the conversation two big pieces of information: service required and location. Unless specifically stated on your website, not every caller is going to know which suburbs and cities your plumbing business covers. Asking them the location where service is needed helps you identify early on whether or not you can even assist them.
From there, ask them questions to extract details on their issue. Is it an internal plumbing issue? What room of the house? Is water actively leaking into the home? This way you know if their need matches the plumbing services you offer.
This point is particularly important when you're dealing with callers who are price shopping, but it is also broadly applicable to all of your customers. Some callers are going to focus first on the price of service. If you know your prices tend to be higher than other plumbers, you have to convey the value of your plumbing services to the caller if you're going to close the sale over the phone. People are willing to spend more for quality service, but you need to tell them why. If you offer 24/7 emergency plumbing repair service or use new technologies that other plumbers may not, be sure to point out those factors to callers.
Last but not least, remember that callers can "hear" your smile through the phone. Maintain a positive tone in your voice while speaking to customers. Doing so sets a positive first impression from the moment you answer the phone and sends a signal to callers that your plumbing business cares about their pain points, is easy to work with, and will work hard to provide quality service in an efficient timeline.