consultative selling

[sheldonoverton]

We are considering moving to a "consultative selling" environment. This is a "low pressure" sales method where sales agents do not push for the sale and build relationships with callers. Callers are sent to the original agent they spoke to until a sale is made, no matter how many times they call. Has anyone used this method? What were/are the drawbacks? Did you see sales increase?

[n_meghanath]

Won't the customer feel harrased?

[sheldonoverton]

I don't think so (at least I hope not). Sales thinks that the representatives will build more of a one-on-one relationship with the caller. My concern is that ASA will skyrocket because the caller will wait in queue for the representative that is handling their account if they are not available instead of going to the next available representative. I understand the concept, but have reservations about how it will effect total operations.

[n_meghanath]

In an outbound sales scenario, my understanding is that, the dailer dials the records and throw the calls to the agents and as per the call outcome, the agents disposed the call as either not interested or recall (Agent specific or general pool recall) or other process specific disposition.If we talk about those calls which are not ready to buy, obviously that can't be put on recall since it might end up harrassing the customer.Yes, but for those calls where the customer says that they need time to think, call me back blah blah!. those calls can be assigned for a agent specific call back or either a general call back which could go to any agent when the dialer redials and throw the call again. If at all you are talking about upselling in inbound campaigns then that could be another story.

Talking about ASA, (if its an outbound sales) there are ways to programme on the dialer(depends on what dialer you use). you might programmed as 30 sec, 60 sec etc. before the agent specific call could be transfered to the next avaliable agent or dropped the call.

If you are talking about Inbound sales please let me know, we might discussed further.

Cheers!