Not sure what to say/do when a new client calls? Feel stressed out, anxious and nervous and lost in the conversation? Here’s what you need to do when a new clients calls. Realize that the client is reluctant or even afraid to say too much on the call for fear of revealing their hand or sounding stupid. Your 2 primary functions is: Help the client think. Even when they come pre-diagnosed and want to prescribe solutions to you. Ask and make sure. Help lessen the risk of making a wrong decision. This is why people are hesitant to buy. They don’t want to be wrong.
1. Ask questions, listen to what is being said
2. Go one step at a time
3. When something is unclear, ask a clarifying question, don’t assume you know.
4. Playback what you heard. This is a summary to demonstrate that you understand. Follow up with, “Is that right?”
5. Ask yourself, is this a problem I can solve? If not refer someone. If it is, follow up with a hypothetical question. “If x, y, and z problem can be solved, what might this be worth to you?” or “when might you want to get started on a solution?”
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