The artificial intelligence platform Ringostat (part of Netpeak Group) analyzed 50,000 conversations between managers and customers from over 1 million calls. What are the typical mistakes made by sales managers or call center operators?
The artificial intelligence platform Ringostat (part of Netpeak Group) analyzed 50,000 conversations between managers and customers from over 1 million calls. What are the typical mistakes made by sales managers or call center operators?
There are mistakes that do not necessarily relate to one of the stages of the conversation, but affect the result, in particular:
Anastasia Burych, operations director of the consulting company «Raketa Prodazhiv», believes that the most fatal mistake for sales is the lack of constructive dialogue, in particular, a template approach, superficial identification of needs, or transfer of initiative to the client.
The best qualities of a manager that positively affect sales:
According to research, managers make the most mistakes at the first stage of the conversation, including:
Maxim Udochkin, CEO and Founder of Cooperty Group, believes that the beginning of a conversation is a kind of foundation on which the entire dialogue is built.
To minimize errors, it is important to create a culture of communication, organize training, and conduct regular call audits. According to Udochkin, training the team will increase the average call duration by 24% and conversion by 12%.
At the next stage, the manager should carefully question the client in order to offer him a suitable product or service. But here the vast majority of problems managers have are with:
Vladyslav Pylypenko, Co-founder, CEO of MAYBUTNE CONSULTING, business development consultant and sales integrator at MyChatbot AI, is confident that the root of this problem is the sales culture, which is absent in many companies.
Vladyslav Pylypenko advises that during group discussions of communications with customers, use successful cases as examples, where questions were used and a need was identified that led to a sale. And use compliance with all script blocks as a KPI.
Despite showing the strengths of the business and product at the presentation stage, managers:
According to Kristina Bedina, Project Manager at DIA Consulting, it is a common situation when managers are not informed of the value of holding a presentation.
She advises implementing training on the topics of «Types and Purposes of Presentations», «Effective Presentations». You can also calibrate using a contact evaluation sheet — when the manager himself analyzes and evaluates his dialogue. This will help significantly increase sales conversion.
Some sales managers do not fully realize the importance of ending a conversation with a client:
Anton Kostrytsia, owner of «Sales Department Workshop», believes that one of the main reasons for this approach is the lack of prescribed language modules in the script, how to encourage the client to take the next step.
Claude AI showed that often a certain mood of the manager coincided with a certain mood of the client. Negativity attracts negativity.
And vice versa — an active and friendly manager who tries to help, in most cases, has a positive impact on the client.
Tata Grigorieva, CEO of White Sales, emphasizes that empathy can be developed and is often facilitated by an empathetic atmosphere within the team. She also noted that objections are the interlocutor’s reaction to an opinion that differs from their own. «If a salesperson wants to avoid objections, it is important to avoid expressing their own opinion and assessment in favor of questions that will help the client independently form a fair opinion about the product,» Tata Grigorieva added.
