How you handle a client enquiry can determine whether that prospect converts into a lead or whether they go elsewhere. It’s true, we all remember first impressions. To help you make the best first impression that you can, here is a solid sales process that you should follow.
Step 1: get their contact details
Your prospect has either emailed you, called you or walked into your office, so contact has been initiated. Before you do anything else, make sure to get their landline AND mobile number.
This is essential for when you get to the follow-up stage, as people are more likely to respond to a text message rather than an email or missed phone call.
Step 2: book a pre-qualification call
The receptionist or anyone in your team can do this 10-minute call (if you have a pre-qualification script that they can follow). This is where you pre-qualify your lead by asking specific questions. Are you talking to the decision-maker? Are they a good fit for your business?
If they aren’t a match for your business, try to help them by referring them to another business that does fit.
Step 3: book a discovery meeting
For prospects who fit with your business and who you want to work with, book a discovery meeting with them. Give them some pre-work before the meeting such as sending you information that will help you get to know them for the meeting. This will show you if they are serious about moving forward and it will weed out any price-sensitive shoppers who are just looking for a free service.
During the meeting, you should use the information that they gave you to find out more about them. Ask open-questions for the first half of the meeting to identify their specific goals, interests, challenges, and fears. When you know and understand their emotional drivers, only then can you effectively move on to the ‘selling’ portion of the meeting. I.e. positioning your business as their solution. This is where you will discuss potential solutions with them.
Step 4: send the proposal and follow up
Don’t wait too long to send the proposal over to the prospect. If you’ve made a great first impression and triggered the right emotions during the meeting, you need to strike while the iron is hot.
Create and send the proposal to the prospect as promptly as you can (same day is best) and then follow up until this is signed.
Turn your enquiries into leads
Streamlining your enquiry process will save a lot of time and hassle for you and it will make you appear very professional and organised to your prospect. Making a great impression from the get-go results in benefits for you both, so follow these steps and you’ll be turning more enquiries into leads and clients than ever before.