We interview Amy O’Connor, Shore Consulting
Following up with clients quickly and consistently, in the right way and with the right message, can catapult a sales career into the stratosphere. It’s the first place every salesperson should give attention to increase your closing rate and your income.
Why do we say that? The facts are in, and as an industry, we are dismal at following up. In fact, nearly one half of all new home buyers that come into a sales center never get a single follow up call – and less that 20% will get contacted more than three times after the initial visit.
With those number looming over us, you can see why following up can make a big difference for you. So, Amy O’Connor, a sales coach for Shore Consulting, offers these 5 tips to help you keep in touch with your buyers:
Step 1: Do it.
What often holds us back are the scripts we play in our mind – the stories we tell ourselves. “They’re probably not really interested anyway” “I don’t want to seem pushy.” Stop talking yourself out of making the next call and just do it!
Remember: Follow up is something we do for people, not to them!
Step 2: Do it Faster.
According to InsideSales.com, 50 percent of sales (from following-up) are made by the first sales person to contact the prospect. So, how soon should you make the call? Four Hours after their visit!
It’s easy if you set up the call while your still with the prospect. Say something like:
“Karen, just one more thing before you go. I’ve been doing this for awhile, and I know that as soon as people leave questions start to come up. I’d hate for any unanswered questions to keep you up tonight. How about I give you a quick call around 6:00 just to check in and see if there’s anything that has come up between now and then that I can answer for you. Sound good?”
Step 3: Make it Personal.
Amy recommends taking pictures of the features the prospects likes during the model tour and sending these to them. Look back at your notes and reference the things they said, questions they asked and things they responded positively to. Then, use these as the basis for your follow up so it’s always personal and relevant to the prospect.
Step 4: Grab their attention.
We all get way too many emails that we’re not interested in. But, when was the last time you receive a personal video email or text? Free apps like Joya, Bomb Bomb, or Eyejet let you be creative and easily record a quick video that you can email to them. Now THAT will get some attention!
Step 5: Be Consistent.
The formula that Shore Consulting uses to define when buyers will take action is:
CURRENT DISSATISFACTION X FUTURE PROMES >
COST + FEAR
In other words, when they feel that their current pain and the rewards for taking action outweigh their fear and the cost involved, that’s when they move forward and make a change.
By consistently being there for them, rendering personal service and keeping them moving forward, you’ll help your customers get past their fear and doubt and move forward to improve their lives by buying your home.