How to sell cleaning services over the phone? And is this marketing strategy outdated against the backdrop of today’s realities? The answer to the second question is simple – no, it is not outdated. The numerous advantages of telephone sales have not gone away – it is still a very effective and at the same time economical way to sell cleaning services.

But as for sales methods, everything is somewhat more complicated. People have become much more advanced and in some ways even spoiled – that is, you cannot call someone on the phone, offer a cleaning service at a “super favorable” price and wait for an influx of buyers. You have to apply special sales techniques, some of which are quite difficult to use.

1. Voice

Voice is the only communication channel through which you can influence the cleaning client to buy your cleaning services.

There are 3 main aspects:

Tone of the voice- Lucky are those whose voice timbre is lower. A study was conducted that showed that a low timbre of voice is more pleasant and convincing for others.

Accent of speech- The more you look like a customer, the better your chances of making a sale. For example, if the client is talking fast and you are talking fast. Or if the client speaks slowly, then you speak slowly. The client will easily absorb the information.

Non-verbal communication depends on your internal state, so if you are confident in your cleaning services and have a positive attitude, then you will not have problems with non-verbal communication.

While talking on the phone, you need to take the correct posture, since the posture and facial expressions also affect the quality of the phone call.

2. Connection

The next aspect is the quality of the connection. Do not save on the quality of communication if you work with cleaning clients by phone. Try to make sure that your communication channel and communication quality are at a high level. It is also important to get rid of third-party noises and conversations of colleagues that interfere with personal communication with the cleaning client by phone.

3. Script

The next important aspect is the call script, through which you conduct a dialogue with the cleaning client. You need to put humanity into your script, because no one likes to communicate with a robot on the phone, and for many this causes rejection or protection. If you are working on a certain scenario, there must be a degree of freedom, and you need to make sure that the cleaning client does not feel that you are reading from a piece of paper.

It is also important to pay attention to asked questions. Some managers can’t tear themselves away from their phone call script, and when cleaning clients start asking them questions that aren’t part of this strategy, they start to get lost. Therefore, listen carefully to your cleaning client and answer the questions that you are asked. Be more human, put yourself in the place of the client, and then pass your communication through this filter.

Another aspect is getting into needs. Before presenting your cleaning service, find out if the client needs it. And if it is, only after that start presenting your cleaning services. Thus, you will work more efficiently and avoid the flow of negativity.

An objection map will also help you to improve your phone call script. All customer objections tend to be clearly segmented and if you capture conversion responses to popular customer objections, you can greatly improve your communication.

Confirmation of the agreement is also an important component when working with cleaning clients by phone. If you have achieved some result in communication with the client, be sure to talk over the agreements reached on the phone again to give weight to the interaction with the client.

4. Target

When making cold calls, you need to understand what you want to receive from the client. When working with a client, do not seek to sell him your cleaning services, but seek to direct him to a targeted action. Target actions can be filling out a brief, meeting, sending a commercial offer, etc. 

Another important aspect is information. Your goal is to push the client to the target action, and not to inform him about the cleaning service. This is a common mistake among managers.

It is also important that you have an exit strategy. If the client declares that he wants to think or consult, then here you need to take his contacts and consent to use their, and then add them to your database and continue working with him. It will also greatly increase your sales results.

5. Materials

To support a phone call, you should have related materials (sales offers, your cleaning company presentations, videos, testimonials, landing pages and anything that will help you to stimulate customer interest through the visual communication channel). Such related materials will increase the conversion of your call and bring results.

6. Personalization

The next important point is personalization. No need to look like a spam message. To do this, you need to find out the name, position of your cleaning client, look at the organization’s website, and make a preliminary analysis of the cleaning client or company. When you communicate with this client, you will already be able to personalize based on these facts. 

7. Initiative

If you are working with a cleaning client on the phone, it is important to remember that you must support the conversation. To do this, it is enough to ask a question after each statement to the client. Thus, you will support the initiative of talking with the cleaning client on the phone and direct it in the right direction.

8. Active listening

Active listening techniques on the phone are critical. A common mistake of managers is that they interrupt the cleaning client, do not allow him to speak to the end, incorrectly support the conversation with intonation, etc. 

Conclusion

Remember that incoming calls are just as important as outgoing calls to understanding how to sell by phone, give equal attention to both. To develop your cleaning business, continuously analyze the results of your work, adjust sales scripts by phone, train managers and train yourself.