Warm Calling. It's a Gift. Work-it!

(Warm Call. The customer has made an inquiry. You are phoning back).

Customer starts the conversation – Hello?

Hello, James calling from ABC Software (you are a stranger to this customer, announce your name and company; this statement places the customer at ease). Is that David? Yes.

Hi David, I’m calling about the inquiry you made on our website a couple of hours ago. You have just answered all the What, Who, Where, When and Why questions that are buzzing around in his mind, and placed him at ease. Do not assume they know why you are calling.

Is this a good time to talk? You are asking permission for their time, a respectful request that places the customer at ease.

No. No problem David. Places the customer at ease. What are some good times to call back? Do not ask for a specific time, nobody likes to be locked-in. Calling back is a positive, relationship building technique. Commit to call-back in a positive and friendly manner. Respectful conversations build trust.

Weekday mornings between 7 and 9. Great David (be positive and upbeat). I’ll call you back soon. Have a good day.