Why do some businesses have much better customer conversion rates than others? For example, in the medical field, call conversion rates vary from 15% to 70% – which is surprising, considering that most people call a medical office specifically to make an appointment.
The variation comes from how your receptionists handle each call. There are some “insider secrets” any company can use to increase conversions day after day.
Here are some things to keep in mind as you develop scripts and tips for your receptionists.
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Eliminate Subtle Negatives
One of the biggest secrets to converting calls into appointments is eliminating subtle negative language from the discussion. Let’s look at an example.
Imagine someone is calling to see if you have an appointment open this Friday, but you’re fully booked through the end of the week. Your receptionist must be careful to phrase their answer in a positive way without the word “No.”
Avoid saying, “No, we don’t have an appointment on Friday, but we have one on Monday.”
The receptionist should say, “Our next available appointment is Monday at 10 a.m. Should I put you on the schedule?”
See the difference? The second response sounds more proactive and helpful. By following this style of scheduling, you’ll find that your receptionists convert more calls to appointments because people feel more positive about their interactions with your company.
Watch Shades of Tone
Again, subtlety is everything – especially when it comes to your receptionists’ tone of voice. We’ve all interacted with a waiter or salesperson who comes across as rude, but it’s hard to put your finger on exactly why. Something in their tone just puts you off.
Your receptionist’s tone should be friendly and welcoming. Their voice should sound warm, cheerful, upbeat, like they’re eager to help. It should seem that they’re smiling right through the phone and into the room with the caller.
This is where it’s a huge advantage to work with a professional reception company. They train their receptionists on how to achieve the right tone in a consistent and authentic way.
Use Phrases That Convert
Your receptionist is the first company salesperson your customers ever encounter. So don’t be afraid to arm them with phrases that are slightly salesy, but still friendly. Here are some examples.
“Yes. We can definitely help with that.”
By starting any sentence with “Yes,” your receptionist reinforces the idea that you’re a company that takes a positive approach. The more Yes-es they sprinkle into the conversation, the better.
“I’m so glad you called us.”
This is the kind of phrase that shows genuine appreciation for your clients’ business. It’s a great thing for your receptionists to say when your customers are expressing frustration or even anger. It eases the tension and makes it clear your receptionist is ready to help.
“May I ask your name, please?”
Whenever your receptionists ask for personal information, they always should use courtesy words: may, please, thank you. It puts callers at ease at a moment when you’re asking for something valuable, like their name or phone number.
“You’ll love the June special,” or “You’re going to love Dr. Wilson.”
If your receptionist can share something in particular that they think the client will love about your company, the caller will pay attention. Maybe the receptionist thinks they’ll love your June special because it’s designed for their exact situation. Train your receptionists to make these kinds of personal connections with your clients.
“Is there anything else I can do for you?”
This is the best way to wrap up a call. It shows the customer your receptionist isn’t trying to hurry off the phone and cares enough to see if they need more help. You might be surprised at how many last-minute upsells your receptionists can make with this simple phrase.
As your receptionists interact with your customers, they may notice other phrases that boost conversion and improve your bottom line. Be collaborative with your receptionists and take their feedback. Put it all into a training document, so your future receptionists can always be just as successful.
Choose a Professional Receptionist
We provide highly-trained virtual receptionists who understand how to consistently convert calls to appointments. Connect with Reliable Receptionist now for world-class reception services.