If you are an avid reader of my blog, then you know that I work in various sectors and with many different companies in these sectors. At the beginning, when new companies will engage with me, some people will ask me what kind of experience I have in their industry. My answer is always the same: sales skills and best selling practices are transferable. Essential internal sales skills and strategies work in all sectors (which is why they are fundamental) and can be adapted to work effectively in other sectors.
And this is particularly true in the legal field. For over a year, I have been training some of the country 's largest and most successful law firms and helping their hospitality teams dramatically increase the conversion rate of their incoming leads.
The clients with whom I worked have recorded up to 30% increase and more conversion percentage using the proven internal sales skills and techniques that I have perfected over the years. Last 30 years. I will list three of these techniques below, and I would like you to wonder how many of these techniques and skills you are using (or your team) are currently using to sell your product or service over the phone.
Competency 1: Establish quick relationships with your prospect. In the legal sector, the calls are incoming – for the most part – and although you thought that would make them easy to manage, for whatever reason, many records management specialists who deal with these leads treat them a lot like a cop who you would stop. "It's all about the facts, mam."
You will often hear how to start with "And what's your name?" "Address?" "Phone number?" "And what happened?" etc.
The first thing I recommend to the teams I work with is give the first name to the caller. It begins with: "And can I call you by your first name? Perfect, and my name is again …"
Becoming personal as soon as possible creates a bond with the caller and this instills confidence. And trust is crucial to convert any sale.
In addition, there is a surprising lack of continuous warmth, empathy and sincere concern. Small sentences that I present make a huge difference in the overall feeling of the call and, more importantly, in obtaining the appellant 's membership. Things like:
"I'm so sorry you had to go through there!" And:
"Well, you've called the right cabinet today and I'm going to do everything in my power to take care of you … Now, let me ask you …"
These phrases and statements, as well as many others, instantly build a relationship and mutual trust, setting the tone for investment creation throughout the call.
Competency 2: Bring the caller to act during care to increase his investment in the care process.
It is an important element of any sale, but especially of consumption. The more the caller does things, the more he invests in admission and in your business.
Some of the things I recommend are:
• Get the prospect of writing down your name and phone number early in the call.
• Ask your prospective client to send you photos of the accident or its documents.
• Ask your prospect to commit to direct calls from an insurance company to his lawyer within your company.
That, and many other things, makes your prospect feel like a customer by the time you ask them to register with your company.
For those of you who work in other industries, how many things do you ask your potential client? How can you invest them in your call or presentation?
Third skill: Be prepared for the inevitable questions and objections at the end of participation. As those of you who have read my latest book know, the secret of sales lies in the knowledge and preparation of stands and objections at the end of your presentation. And this is not different in the intake.
The current objections and reasons invoked by the appellants for not signing immediately are as follows:
• I want to think about it.
• I want to talk to my wife.
• Your fees are too high.
• I am at work and can not sign yet.
Sounds familiar? They should do it because these are the same objections that all sales reps get at the end of their presentations!
I'm helping teams of legal lawyers to crush their competitors in the same way that I help other industries succeed: by developing best practice scenarios to address these objections and obstacles. And they work!
In my initial training, I teach a lot of other techniques and skills, including strong customer service skills (it's amazing how much the representatives in charge of managing customer service requests are doing). admission manage small things like putting people on hold!), Creating value in the law firm, creating a climate of trust, getting consent and investment from perspective during the intake process disqualify business so you do not waste time on things they do not want, and many more.
But the end result remains the same for the legal industry as for the others: sales are a set of skills that can be learned and, if applied consistently, significantly increase the conversion of prospects.
And is not that what we all are after?