The final two tips for a successful customer call involve inviting and thanking.

Invite:

Once you have answered the caller's primary questions and shared a little something extra (i.e. a special sale or new inventory item) it is time to invite the caller into your store.

Don't assume that because they called, they know where you are located. Every business has competition, frequently in the same general location. There is nothing worse that having a wonderful call and then having the potential customer go to your competitor down the hall or across the street.

Try a simple: "Do you know where we are located?"

If they haven't asked how late you are open - now is a good time to tell them.

"We'll be here until 9pm, I look forward to helping you."

If you haven't told them your name, you might offer it now as it adds that personal touch.

"We are open until 9 pm. My name is Deborah and I'll be here until closing. I look forward to helping you."

Invite the caller in an easy, friendly manner. Make them feel welcome, just as you would to your home.

Target department stores refer to their customers as "guests." What does that term picture in your mind? Think about the last dinner party you held and how much you looked forward to your guests arriving and sharing an evening with you. You want your callers to feel that same sense of welcome.

Say Thank You

Finally - make sure you thank them for calling. The last thing we hear is what we remember most, so include your company name in your closing comments:

"Thank you for calling XYZ company."

By using these simple six steps with callers, you'll be setting yourself above the competition and winning customers over the telephone.

Remember:

• Greeting
• Determine the caller's needs
• Respond to the caller's needs
• Offer promotional information
• Invite the caller into the store
• Thank the caller