Phone Call Follow Up 2 - Customer Care Call

Quick reference

• 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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