It’s not just what you say, but how you say it that affects how much your customers will spend.
When taking a phone order, you can ramp up your persuasive power if you don’t rely heavily on questions (and ditch the rising intonation!), said FloralStrategies President and Floral Management columnist Tim Huckabee, citing a UCLA research study that concluded 82 percent of effective phone conversations depend on tone.
Statements, rather than questions, convey confidence, credibility and expertise, qualities that put customers at ease and prime them to purchase more lavish designs that not only will improve your sales numbers but will also deliver “the wow factor,” leading to more repeat business, Huckabee explained.
Rather than fall into an endless rabbit hole of questions, once you’ve ascertained the customer’s relationship and some basic info about the recipient’s tastes (traditional vs. modern, favorite colors, etc.), start making suggestions.
For example:
Twenty Valentine’s Days together?! That’s wonderful! I recommend a lush arrangement with soft, pillowy flowers and lots of feminine details to celebrate this milestone.
A compact cube design is easy to transport home after work — and adding in some unexpected, high-end blooms like orchids or ranunculus, with some intriguing accent flowers will get her major attention at the office.
“Most customers don’t know what they want and they’re relying on you to offer guidance,” Huckabee said. If you waffle on the phone, you are likely to undersell — and underwhelm — them.
For additional tips, check out Huckabee’s Valentine Boot Camp webinar or visit safnow.org for tips and resources on how to build holiday sales (including tips on how to talk to the media). In the Omaha, Nebraska, area? Huckabee will be presenting additional tips and perspective on building a year-round sales culture during Smart Selling Live at SAF’s 1-Day Profit Blast, Sunday, Jan. 14, at the Omaha Marriott Hotel.
