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About this lesson
In this video you will learn what to do in a follow up phone call with a prospect that did purchase, and how to get a referral from clients and prospects alike.
Exercise files
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Phone Call Follow Up 2 - Customer Care Call.docx56.2 KB Phone Call Follow Up 2 - Customer Care Call - Solution.docx
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Quick reference
Phone Call Follow Up 2 – Customer Care Call
Whether you close the sale or you don’t, you still need to follow up. You can follow up through a phone call, email or direct mail.
When to use
As a sales person, you always need to follow up with the client. When the client purchases from you, follow up with them and make sure they are happy.
Instructions
When the sale closes, you still need to follow up. You need to make sure that the client is happy with their decision.
If you close the sale, you need to do the following on your phone call follow up.
- Ask if the client is happy with their purchase and future pace. Future pace is asking them about what they will do with your product or service in the future.
- If the client is happy, ask them for a referral.
- Thank the client for their business and reassure them that you are there to serve them if they have future questions or needs
- 00:04 In this video, we're gonna continue with step eight, the follow up, okay?
- 00:09 So last video we talked about the phone call follow up if the sale did not
- 00:14 close, okay?
- 00:15 In this video,
- 00:15 we're gonna talk about the phone call follow up if the sale did close.
- 00:20 What do you mean?
- 00:21 I gotta follow up even if I made the sale, I'm onto the next already.
- 00:25 Hold on, there's more potential that's still here in this cell, okay?
- 00:30 So first of all, I love to call this client satisfaction calls, right?
- 00:35 Or a customer care call.
- 00:37 So, you're just giving them a call and
- 00:38 asking them if the client is happy with their purchase.
- 00:41 Right, and again you wanna future pace, dear,
- 00:44 have you booked that trip to Sequoia, yet in your minivan, okay?
- 00:48 So you wanna make sure they're happy with their purchase.
- 00:50 If they are happy with their purchase, ask for a referral.
- 00:54 Ask for a referral.
- 00:56 You know I enjoyed working with you.
- 00:57 Is there anybody else, your friends or family that are like you,
- 01:02 that I could help serve to buy another minivan?
- 01:05 Right?
- 01:05 Something, just whatever it is, ask them for the referral.
- 01:09 And if they had a great time and a great experience with you,
- 01:13 the part of their brain called the reticular activator that's really thinking
- 01:17 about that thing they just purchased, whether it's car, whether it's a home,
- 01:20 whether it's a TV, whatever it is, they're thinking about that.
- 01:23 So you ask them, do you have friends or family that would like a new TV as well?
- 01:28 And they'll start thinking, you know what, my sister needs a TV.
- 01:31 You know what?
- 01:32 Give me her information.
- 01:34 I promise to call her and take excellent care of her.
- 01:38 Boom, now you call the sister, and you say, you know what?
- 01:41 Your sister gave me your information, I promised I'd give you a call.
- 01:44 She said you may be in the market for a new TV, is that true?
- 01:49 Now you just picked up a free referral, a free client.
- 01:54 And how does the person feel that you just took care, that referred that person?
- 01:59 They feel great.
- 02:00 Think about it.
- 02:01 When you see a movie that you really like and you're exited about, wow,
- 02:04 that movie was awesome.
- 02:05 What's the first thing you wanna do?
- 02:08 You wanna tell your friends.
- 02:10 Go see this movie, it's great.
- 02:12 Why?
- 02:12 Because you want them to have a pleasurable experience, don't you?
- 02:16 If it's somebody you like, or somebody you care for, sure.
- 02:20 So, they wanna do the same thing when they've purchased from you.
- 02:23 Some people get hung up about it, right, the salespeople.
- 02:25 I'm asking too much.
- 02:27 Now, listen that person, if you truly took care of that person, they want their
- 02:32 friends and family or coworkers, to have that same experience that they had.
- 02:37 Okay, it's in our human nature, so ask for the referral, okay?
- 02:41 And then you thank the client for their business and reassure them that you're
- 02:46 there to serve them if they have any future questions or any future needs.
- 02:51 Reassure them, because now they feel cared for.
- 02:54 Hey listen, I made this purchase from this person and they still care about me.
- 02:59 They're not just onto the next thing, okay?
- 03:01 So referral business is huge.
- 03:04 You could double your sales just off of getting referrals.
- 03:08 And that's great, right?
- 03:10 Because would you rather call somebody who's a referral or a cold call?
- 03:16 What are the numbers for getting a warm referral?
- 03:19 You're 80% more likely to close the warm referral than you are a cold call.
- 03:26 Okay, so let's recap.
- 03:28 Phone call follow up, if the sale did close ask if the client is happy
- 03:33 with their purchase and future pay sum in your product service.
- 03:38 Next, ask for the referral, okay?
- 03:40 And then you thank the client for their business,
- 03:42 reassure them that you're there to serve them if they have future question or need.
- 03:46 Now, this is another great ninja secret.
- 03:51 Do you want a ninja secret?
- 03:52 If the person did not buy, they said, you know what, I'm sorry,
- 03:56 I just can't make this purchase at this time.
- 03:59 Do you just hang up?
- 04:01 What could you do instead?
- 04:03 Ask for referral.
- 04:06 Hey, you know what?
- 04:07 I understand that this is not the time for you.
- 04:10 Who else do you know that maybe this is the right time for
- 04:13 them to purchase another vehicle, if you're selling vehicles?
- 04:17 Or to purchase this service?
- 04:19 Ask for referral, even if they didn't buy.
- 04:23 You'll be surprised how many people, just by feeling guilty like, man,
- 04:26 I really wanted to buy, I couldn't buy, didn't qualify.
- 04:29 But hey, you know what, my buddy, they might qualify.
- 04:33 They'll be more than happy.
- 04:35 If you've done your job, even if they don't buy from you because they just can't
- 04:39 at that moment, or it's the wrong timing for them.
- 04:42 They will give you a referral if you've done it right.
- 04:45 And they know somebody who need your product for service.
- 04:47 So you have to get in that habit of asking everybody, because what can happen,
- 04:52 I mean you could get another three to five, like closings this month just by
- 04:57 asking referrals even from the people who didn't buy from you.
- 05:02 That's huge.
- 05:03 That's huge.
- 05:04 These things stack up month-by-month, week-by-week, quarter-by-quarter.
- 05:09 And you'll watch your numbers go up, your revenue go up, your paychecks go up.
- 05:14 Okay?
- 05:14 Good, you got this.
- 05:16 I'll see you in the next video.
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