Do you want to conduct telephone sales of goods and services even more effectively? In this article, we will talk about the 5 Phone Orders Strategies You Should Try.

What you need to know before starting to take orders by phone

If you are just starting to create a call center, then you will most likely need a system to measure its effectiveness (KPI). Each business creates indicators for its own area. Here are some possible indicators and recommendations:

• Average Wait Time is an indicator that displays the average amount of time that customers spend waiting for a response from an operator or receiving a service. It can be designed for different types of service such as phone calls, email, online chats, etc.
• Average Handle Time is the time an operator spends talking with a client. Agents must be efficient in their work to reduce call time without compromising the quality of service.
• The Customer Retention Rate is an indicator that allows you to estimate how many customers will continue to use a company’s product or service after their first purchase. It is expressed as a percentage and is calculated as the ratio of the number of regular customers to the total number of customers for a certain period of time. The higher the customer retention rate, the more likely it is that customers will continue to use the company’s product or service and recommend it to other people.
• The Customer Satisfaction Score is a metric that measures the level of customer satisfaction after interacting with an agent. The goal of a call center is to maximize customer satisfaction rates to improve the company’s image and increase customer loyalty.

You don’t have to implement all the metrics into your system. Focus on those that align with your business goals.

5 Phone Orders Strategies

Standard scheme

Let’s take a step-by-step look at the technology of how to sell over the phone correctly and effectively.

Establishing contact

At the first stage, you need to greet the client, introduce yourself, name the company and ask if the person is comfortable communicating at the moment. Then you can move on to creating interest, for example, with words about a personal discount or a limited offer of a product.

Identification of needs

If the company has experience in communicating with the client, then at the second stage the needs are clarified. For example, if a client requires professional filming equipment, then you need to clarify what equipment the client needs, how much, and so on.

Presentation

If the needs and the proposed product match each other, you can move on to the presentation. It is necessary to name the main properties and benefits of the product for the client. At the same time, we must not forget about the parameters that are important for the consumer. They were identified at the previous stage. When starting a presentation, you cannot talk about unnecessary things, since there is a risk of being left without a buyer.

Work with objections

If the client is completely dissatisfied with the product or call, you need to listen to him and offer compromise solutions. If a person wants to complete the communication, then you cannot aggressively continue the sale. By ignoring objections, there is a risk of losing this representative of the target audience forever.

Completion of transaction

The manager records the results of communication and arranges a repeat call, or redirects the client to the next stage of the sales funnel.

SPIN sales

The SPIN approach is based on the fact that the seller collects as much information as possible from the client and presents the product based on the needs and goals of the consumer. The operator sells the product to the client in 5 stages:

• Awareness of the need;
• Comparison of options;
• Elimination of doubts;
• Decision-making;
• Make a deal.

SNAP sales

SNAP sales are a methodology that aims to put the seller on the same level as the consumer. This telephone sales technique consists of the following sequential steps:

• The client gives permission to start communication, and the seller provides him with the necessary information and does not focus on advertising;
• The consumer determines the vector of dialogue development;
• The client chooses a product that interests him;

Conceptual sales

This is the name given to sales of large, complex systems. The technology is based on a conceptual understanding of the need for a product.

The basic principles of this telephone selling technique are as follows:

• a concept, not a product;
• simultaneous development of 2 processes: sale and purchase;
• rejection of a universal approach;
• saving the results of communication and finalizing the script.

Challenge sales

This telesales technique is based on convincing the customer to buy the product. It is usually used in the B2B sector and consists of the following steps:

• introduction to a new product;
• demonstration of effectiveness;
• approach to the transaction after interest has been formed.

Secret techniques to improve customer service

What else can you do to keep your customers happy?

1. Reduce the average time customers spend in line. Queue optimization consists of many factors. This is a significant task that should be paid attention to, starting with the opening of a call center. There are a number of ways to reduce average call handling time without compromising the quality of your agents’ work. Among them are the following:

• Operator training.
• Operator training.
• Ensure efficient call routing.

2. Develop a robust contingency plan. Because your customers naturally expect ongoing customer support, the final step in setting up your call center is to create robust operational, backup, and system recovery plans to help the support operability of the system in case of unforeseen situations. This way, you will protect yourself from any potential risks and be able to minimize damage from network failures and call center malfunctions. Be sure to document and regularly test your emergency plans, and regularly train staff on what to do in the event of an emergency.

3. Contact customers after every call to assess their satisfaction. Customer satisfaction research is necessary in any business, both b2b and b2c. Firstly, this allows you to evaluate the work of your own employees, and, secondly, to understand what exactly needs to make customers more satisfied with the company (brand).

These phone orders strategies are not a one-size-fits-all solution. You should apply them, adapting them to your business and taking into account your customer interaction policies. Only by improving your telephone strategy will you be able to achieve good customer relationships and build a full customer base.

With the rise of e-commerce, more and more businesses are turning to online platforms to sell their products and services. One of the most popular e-commerce platforms is WooCommerce, a WordPress plugin that powers over 30% of online stores.

As an ecommerce business owner, you may have experienced the frustration of dealing with returns and refunds for phone orders. While online purchases are usually more straightforward to manage, phone orders can be a bit trickier, especially when it comes to returns and refunds.

However, with the right approach and tools, handling returns and refunds for Phone Orders in WooCommerce can be streamlined and stress-free.

Why are Returns and Refunds important?

Firstly, returns and refunds are important for customers. No matter how carefully we shop, there’s always a chance that we may end up with a product that doesn’t meet our expectations. It could be the wrong size, color, or even a faulty product. In such cases, having a return or refund policy in place gives customers the assurance that they can easily rectify the situation. It also gives them a sense of security and trust in the business. Knowing that they can easily return or exchange a product if needed, makes customers more likely to make a purchase, as they have nothing to lose.

Returns and refunds are also critical for businesses. They play a crucial role in maintaining customer satisfaction and loyalty. A happy customer is more likely to make repeat purchases and also recommend the business to others. On the other hand, a dissatisfied customer can have a negative impact on the reputation of the business, especially in the age of social media where one bad review can spread like wildfire. By offering a hassle-free return and refund policy, businesses can show their commitment to customer satisfaction and build a positive brand image.

Moreover, returns and refunds also help businesses to improve their products and services. When a customer returns a product, they usually provide a reason for the return. This feedback can be extremely valuable for businesses as it gives them insights into what went wrong with the product. This allows them to make necessary improvements and prevent similar issues in the future. In the long run, this can lead to better quality products and increased customer satisfaction.

Have a clear Return and Refund policy

Before we dive into the technical aspects of handling returns and refunds, it’s essential to have a clear and detailed return policy in place. But, what should be the ideal return and refund policy? Let’s see some key factors that businesses should consider when crafting their policy.

1. Clarity and transparency

The first and foremost aspect of a good return and refund policy is ensuring it is clear and transparent. This means that it should be easy for customers to understand and should not have any hidden terms or conditions. The policy should be prominently displayed on the company’s website and should be easily accessible to customers. This will not only help customers make informed decisions but also build trust and credibility for your brand.

2. Timeframe for returns and refunds

Another important factor to consider is the timeframe for returns and refunds. While it is understandable that businesses want to limit the time for returns and refunds, it is also essential to give customers a reasonable window to return or exchange a product. A standard timeframe of 30 days is considered fair and acceptable. This gives customers enough time to try out the product and decide if they want to keep it or not.

3. Conditions for returns and refunds

It is essential to clearly state the conditions for returns and refunds in your policy. This includes the condition of the product, packaging, and any other requirements for a return or refund to be processed. For example, if a product is damaged or opened, it may not be eligible for a full refund. Clearly outlining these conditions can help avoid any confusion or disputes with customers.

4. Options for returns and refunds

Customers appreciate having options when it comes to returns and refunds. This could include the option for a full refund, exchange for a different product, or store credit. Offering multiple options can help cater to different customer needs and preferences, ultimately leading to higher customer satisfaction.

5. Communication and customer service

Having a good return and refund policy is not enough if the customer service and communication are lacking. It is essential to have a dedicated team or process in place to handle returns and refunds efficiently and promptly. This includes responding to customer inquiries and processing returns and refunds in a timely manner. Good communication and customer service can go a long way in retaining customers and building a positive reputation for your brand.

A well-crafted return and refund policy should prioritize clarity, transparency, and customer satisfaction. It should be fair and reasonable for both the business and the customer.

The Return and Refund Process:

Step 1: Verify product return request

The first step in the product return process is to verify the customer’s request. The customer can either come to the store with the product or contact the store’s customer service team to initiate the return process. In either case, the customer needs to provide a valid reason for the return, along with proof of purchase, such as a receipt or invoice. The store staff will then check if the product is eligible for return as per the store’s return policy.

Step 2: Inspect the product

Once the return request is verified, the store staff will inspect the product to ensure it is in its original condition. If the product is damaged or used, it may not be eligible for a return. In such cases, the store may offer a replacement or repair instead of a refund. The staff will also check if all the original packaging and accessories are intact, as these are necessary for the return process.

Step 3: Process the return

If the product is eligible for return, the store staff will process the return by issuing a refund, credit note, or exchange, depending on the store’s policy. They will also record the return in the store’s system for inventory and accounting purposes. In some cases, the customer may be asked to fill out a return form with details like the reason for return and contact information.

Step 4: Refund or exchange

Once the return is processed, the customer will receive a refund or exchange. If the customer has paid through cash, the staff will issue a cash refund. For card payments, the refund will be credited to the customer’s account. In the case of an exchange, the customer can choose a different product or opt for store credit, which they can use for future purchases.

Step 5: Follow-up with the customer

The final step in the return process is to follow up with the customer. It is essential to ensure that the customer is satisfied with the return process and their issue has been resolved. The store can also take this opportunity to gather feedback from the customer and use it to improve their return process in the future.

How to set up Returns and Refunds On Phone Orders

It happens that the client might have confused something in the order over the phone. For example, he thinks about a red shirt, but says that he needs a blue one. Then, when he receives the order, he becomes embarrassed. He doesn’t understand why the blue shirt arrived and demands his order be returned. So, how to return or refund an order in Phone Orders?

In fact, Phone Orders does not provide management of returns and refunds. For detailed control of the situation, you should install a special plugin, for example, Return Refund and Exchange For WooCommerce. However, if you are a small business owner, you can do without it. Here are the steps you should take:

1. Go to WooCommerce>Phone Orders.
2. Find the order to be returned.

3. Click on Full refund button.

Or you could use alternative way:

1. Go to WooCommerce>Orders.
2. Select the order to be returned.

Note: To be sure that it is really a phone order, you can enable the “Show icon for phone orders in orders list” checkbox (Phone Orders>Settings>WooCommerce).

3. Change order status to Failed, Cancelled or Refunded.

Note: Set the status to Failed if the order was canceled before payment, or status Cancelled if the order was canceled after payment.

Analyze and learn from Returns

The first step in analyzing returns is to understand the reasons behind them. A study by the National Retail Federation found that the top reasons for returns in e-commerce are incorrect product sizing, damaged or defective items, and receiving the wrong product. Other common reasons include customer dissatisfaction with the product, changed minds, and delivery issues. By identifying the main reasons for returns, businesses can take proactive measures to prevent them from occurring in the future.

One way to reduce returns is by improving the accuracy of product descriptions and images. Many returns happen because the product received does not match the expectations set by the product description and images. E-commerce businesses should invest in high-quality images and provide detailed and accurate product descriptions that include size, material, and other important details. This will help customers make more informed purchases and reduce the likelihood of returns.

Another crucial aspect to consider is the packaging and shipping process. A significant number of returns occur due to damaged or defective items, which are often a result of poor packaging or mishandling during shipping. E-commerce businesses should invest in high-quality packaging materials and ensure that their products are packaged securely to prevent damage during transit. They should also work closely with their shipping partners to ensure that the products are handled with care and delivered on time.

Returns can also provide valuable insights into the quality of products and customer satisfaction. By analyzing the reasons for returns, businesses can identify patterns and trends that can help them improve their products and services. For example, if a product is consistently being returned due to sizing issues, the business can work on improving their size charts or offering a better range of sizes. Similarly, if a particular product receives a high number of returns due to customer dissatisfaction, the business can look into the quality and features of the product and make necessary improvements.

Apart from analyzing the reasons for returns, e-commerce businesses should also pay attention to the return process itself. A complicated and lengthy return process can frustrate customers and deter them from making future purchases. Businesses should make the return process as simple and hassle-free as possible, with clear instructions and a user-friendly interface. This will not only improve customer satisfaction but also encourage repeat purchases.

Learning from returns can also help businesses improve their inventory management. By tracking the products that are frequently returned, businesses can identify slow-moving items and adjust their inventory accordingly. This will help them reduce excess inventory and prevent losses.