Log In
The phone rings and a potential client is on the line. They have seen your advertisement. They want to know about your services. They will start by saying something like:
- ‘I saw your advert about counselling. I was interested in knowing a little more about it’.
Your task is to engage the prospect in conversation. Don’t talk about your services. Instead, concentrate on the prospect. Start by asking innocuous questions. Ask them:
- ‘Can I make a note of your name and address.’ Make sure you have a notepad and pen by the telephone. It looks unprofessional if you take several minutes to find one.
- ‘Can you tell me a little about yourself?’ This is a good question. It encourages the prospect to open up about themselves. Listen for the clue that tells you the client’s problem. They may say:
- ‘Well I lost my wife two months ago…’ Or:
- ‘I’ve got two children, and I’m particularly concerned about one of them…’
The client may initially be reluctant to reply. They may ask you if there is anything in particular you’d like to know. They may be wary about revealing too much information, or unsure how deeply they should unburden themselves at this stage. Say to them:
Having got the prospect in conversation, you have shown yourself to be a friendly and caring person. Now is the moment to suggest an interview. Say to the prospect:
- Maybe you’d like me to pop around to see you?
Clients will generally expect you to visit them, but you might want to invite the client to visit you.
