16 Steps In Answering A Customer Inquiry:
- Never answer the phone only giving the company name.
- Always follow the company name with your.
- Wait for the client to respond and if it's an inquiry for services read on.
- Thank the caller for the call.
- When the caller inquires as to price, inquire as to how they heard about the studio.
- If the referral is from someone the studio is acquainted with, then reminisce with the caller about the referral - i.e. I remember Maria's wedding. It was beautiful. I remember one of my favorite images was..., etc.
- If not, ask what the caller's budget is. (Notice how we haven't volunteered the prices yet - we are just doing our homework at this point.)
- If the caller's figure is within our price structure, we quote from our least expensive to our best coverage and invite the caller to come in for a visit.
- If the caller has not volunteered a budget number yet we still quote from our least expensive to our best coverage and ask if that's within the caller's budget. (That's called a "trial close.") If they say yes, we invite them in for a visit. If no, we ask, "How close are we." If we are pretty close, the caller gets the invitation to come in and visit.
- In any event, we ask for the caller's name and address so that we can send out our information packet. (See DPT story Building Your Business - Part 3 right here on Press Kits.)
- Ask if we can follow up in a few days to see if they have any questions and do so if we haven't heard back from them.
- Ask the caller for their e-mail address so we can send them some e-samples of our work. Invite them to share our e-mail collage of images with their fiance, family, and friends.
- Thank them for the call and the phone visit and wrap the call reminding the caller to feel free to call back at any time with any other questions.
- Follow up at least three times, until the potential client makes a studio appointment, or tells us they have booked someone else.
- If they have booked someone else, ask about the possibility of doing an "Engagement Portrait" session and remind them of the other photographic services we offer.
- End all phone conversations with a pleasant, positive, warm wishing "Good-Bye"
See you tomorrow. -David