You’ve got a great birthday bouquet featuring some exciting new balloons … Now you just need to sell it! It’s easy for a customer to walk into your store and see your designs displayed in person. But what about the customer who calls on the phone and doesn’t have that visual? The way you describe your offerings to them will make all the difference.

In selling over the phone, your job is to paint a verbal picture for the customer. For example, which would you rather buy: “A Get Well Bouquet” or “A Sunny Bunch of Get Well Wishes”? Which sounds more expensive: “A Diamond Clear Balloon with Iridescent Ribbon” or “A Crystal Bubble with Shimmering Tendrils of Opalescent Ribbon”? Do you hear how a few well-chosen words add intrigue and perceived value?

A “phone script” is an excellent tool to help you and your staff “paint a verbal picture” over the phone. Take the time to give your designs great selling names like, “The Wow Bouquet” or the “All Day Smile Bouquet.” Then choose descriptive words that describe the bouquet in detail, and don’t forget to include the emotional value it will have for the recipient.

Practice, practice, practice your phone scripts so you sound “natural” over the phone, not like you’re reading. “Balloon Images” magazine contains phone scripts in the Balloons to Go feature at the end of every issue that you can use as a guide, or as inspiration for creating your own.

Your telephone can “Reach out and Touch” hundreds of individuals who may never get a chance to walk into your office or store. The impression the community has of your business depends on the impression you and your employees make over the phone. So here are some more telephone tips from Hello to Goodbye:

• Answer the phone with a pleasant greeting and state your name. This shows that you’re taking responsibility for personally taking care of their needs, because they are important!
• Smile! That’s right! Did you know that when you put a smile on your face it puts a smile in your voice? And who’s going to “hear” that smile? Your customer! This is an important factor in being able to build instant rapport.
• Learn the name of the person on the other end of the line and use it. Using names is a powerful technique. When we use people’s names in conversation, we make them feel important and that we are truly trying to connect with them.
• Be enthusiastic! People like to be around and do business with people who are enthusiastic. And, it’s contagious! So, be enthusiastic that they called, be enthusiastic about what you can do for them, and reassure them that they made the right choice!
• Be prepared. Have price sheets ready, blank order forms on hand, plenty of sharpened pencils and pens that work, calculator, calendar, etc.
• Listen! An excellent listener makes the speaker feel valued. Give the customer your undivided attention. Block out all distractions. Listen with your whole self. When we truly listen to our customers, we are giving them one of the greatest gifts…respect!
• Thank your customers’ everyday. Let them know that you sincerely value the gift of the business they bring you! It “bears” repeating:
“Thank you, Thank you, Thank you & Thank you!” Fozzie Bear