How to Convert Callers into Paying Customers

The phone rings, you pick up the call, and the person on the other end asks, “I'm interested in a home cleaning; how much does it cost”? Do you know what to say next to convert this person into a new paying customer?

With the introduction of smartphones, phone numbers are readily available to the consumer at the touch of a button. According to Invoca.com, 52% of people who connect with a business after a mobile search do so over the phone (Source: Luma Partners), and phone calls have 30-50% conversion rates, compared to only 1-2% for clicks.

These callers represent potential customers that are close to making a purchasing decision. So if you are not converting them, you're missing out on a huge revenue opportunity.

Don't lose a potential sale opportunity by not knowing how to convert a caller!

Converting phone callers to paying customers

It doesn't take a rocket scientist to realize that it's easier to close a sale when the prospect calls you, rather than you trying to sell to them. When you are the first to approach, there is usually built in resistance or skepticism. But when they call you, they're already thinking about buying cleaning services -- they just need to know why they should buy from you.

Learning how to handle the phone call correctly can make all the difference in the world. Look, you won't convert every prospect on the first phone call and don't expect to. Instead, gather as much information as you can about the prospect so you can learn if you are a good fit for their cleaning needs and if they are a good fit for your cleaning business.

Is the caller a good fit or a waste of my time?

First off, shift your thinking when you hear the phone ring from, "I really need to get this sale", to "let's find out if we're a good fit for each other". This approach will help you relax during the conversation and the prospect won't feel pressured. The result is a conversation that flows more naturally without that desperate tone of having to push for the sale. And if you discover you're not a good fit for each other right now, you've left the door open for a possible sale or even a referral in the future if you handle the call right. In many cases, a phone call with a prospect is never a waste of time.

Keep in mind that you're probably not the only cleaning company they're calling. The key is to figure out what the caller wants and then find a way to provide it to them. To do that you need to establish a rapport, which will get them to open up and tell you what their wants and needs are.

To establish a rapport with the caller, you should get their permission to ask questions. You might say something like, "I'd love to quote you a price on your house cleaning but in order to provide you the most accurate price over the phone, and I'll need to ask a few questions." 

Now most people will answer your questions, but if they're reluctant to give you any information, it's either because they don't trust you or you're not asking the right questions. To earn their trust make sure you show a caring attitude so they realize that your goal is to help them make an informed decision. Don't try to fake this because they'll see right through you – most people can recognize who is sincere and who is just trying to make a sale.

Questions to ask the prospect

Here are a few questions to keep by your phone to ensure you and your entire staff are gathering the information needed to provide a phone quote:

• Where are you located? (city, area of city, subdivision...)
• What type of service do you need? (one time, ongoing, move-out...)
• How often would you like your home cleaned? (if they're looking for ongoing service)
• Have you ever used a cleaning service before? If so, when was the last service?
• Why did you stop using your last cleaning service?
• Can you tell me the square feet? Number of bedrooms? Number of bathrooms?
• One story or multi-level?
• Number and type of pets?
• How many people live in the house?

Be sure to get their email address. This is one of the most important pieces of information you can get from your prospect so that you can continue marketing to them if you don't book a cleaning right now. Let them know you're going to send a coupon via email (assuming they're a good fit after asking your questions), and you'll also send them discount promotions like last minute openings when they're available. That usually gets them to give up their email. Then be sure to put them into your email automation system so you can begin marketing to them.

Pay attention to the results the caller is looking for.

Everyone has their own view of what makes for a clean house, so get a good idea of what their expectations are up front. To do that, spend time asking questions and listening to their answers. Do they need any specialized services, or customized cleaning? Are there any specific cleaning instructions required of the home?

That being said, try not to ask so many questions that they feel like they're giving you their life history -- you'll quickly lose their trust if you follow that path. Questions that are not relevant to establishing a price are better left for later.

What do you do once you've asked all your questions?

You should be able to give the caller an "estimated price" based on the information they gave you. Be clear that this is an estimate only and that you can nail down a solid price when you walk through the home or after the first cleaning.

This is also the time for you to state what the next step should be. Don't allow the caller to say "thanks" and hang up. Look at the schedule and give them several choices so they can pick a time and get it on the calendar.

Getting the cleaning scheduled is the key to converting prospects who call for information and a price. Quick buying decisions are the norm these days so if you don't book it now, chances are your competitor will!

PDF Download Customer Care Training Program for Residential Cleaner Once you've landed that new client, don't lose them because you or your staff didn't treat them right. Your customers generally judge you, your reputation, and your quality of service by the way your employees handle themselves and deliver on the promises you make. Do your employees really know how to represent your company in the way you want it to be represented? The Customer Care Training Program for Cleaning Technicians will pay big dividends with your customers! To learn more about this system and purchase, visit our store.