Sure, most “price shoppers” just jump right in with the question you love to hate:  “Uhh, I was just calling around.  How much do you charge to clean carpets?” (Actually many callers aren’t all that focused on the price- they just don’t know what else to ask!)

But some shoppers will preface their question with their name as in:  “This is Sally Smith and I was just calling around …” So when the caller introduces themself by name at the start of the phone call:

Immediately jot down the caller’s name and then USE IT during your phone conversation.

Behavioral psychologists say that when you call a person by their name they will “hear and take action” on the following five words!  So to emphasize an important point during the conversation start your sentence with the caller’s name.

Plus your goal is to build a relationship over the phone.  You will “build this bond” by using the caller’s name frequently during your conversation.

And finally, if you have jotted down their name immediately at the beginning of the conversation you won’t create the negative Moment of Truth of having to ask your new customer for his or her name again after you have booked the job!

Steve Toburen

NOTE:  Next week I’ll share the single most important thing to say when the caller asks, “How much do you charge?”

Every week we share a timely, practical tip like the above. So if you’re not already signed up for these FREE weekly QuickTIPS, do so now.

This week’s FOCUS: Building your company’s brand

Communicating your marketing message with emotions

What can carpet cleaners learn from Honda?

What can carpet cleaners learn from Disney?

Does your service “Rival” your competitors?

The question every customer wants to ask!

Brand Sense- marketing cleaning services through the five senses

Use “sound” in your carpet cleaning marketing strategy

Is Social Media a Fad?

Download: Advertising on Facebook For Carpet Cleaners

Download: Pet Problems: I Smell Money!

Also new this week:

• The advantages of an on-site VAST seminar
• How cleaners/restorers can avoid the Mercedes Benz Syndrome
• QuickTIPS: “Atone for your sins” with a Gift Check
• Special Report: How carpet cleaners can “partner” with retailers
• American Airlines files Chapter 11- so what?

Related posts:

1. Turning the tables on those pesky “Price Shoppers”!
2. Help me, Steve! I’m striking out with your SFS carpet cleaning phone script!
3. Using a Telephone Format
4. When Does the Sale Start?
5. Avoiding problems with multiple carpet cleaning price promotions …