As I wrote about in my previous blog post, I recently attended a business seminar in Sudbury, Ontario. During this event, I served as a moderator for a few of the discussions. Otherwise, I went to “pull out” sessions as a participant. One of the meetings I attended dealt with whether it is rude to hang up on a potential business customer during a telephone conversation. Of course, most people would not consider hanging up on someone. However, when it comes to business prospects, this technique is commonly used and is often highly effective. Some of the business seminar participants explained this stems from the need to maintain control of the conversation with the customer. Doing so is crucial because it often means leading a customer into doing business with a company. If a potential customer keeps wanting to take over the conversation and is simply not making a decision, this might lead you to hanging up on them. The moderator of this particular session then asked for a demonstration of this technique. It is basic and gets right to the point:
You simply say something along the lines of “OK Mrs. Smith, please get a pencil and paper. Ready? Great. Here are my contact details…(then give your name, company name, and telephone number, for example.) Call me back when you’re serious about doing business. Thank you.” Then, just hang up. Do not show any form of hesitation.
This likely will get their attention. It was emphasized that this technique needs to be used on a limited basis and only by those with advanced business skills. If used properly, it is said to be quite powerful. After all, if you have the right prospect to begin with, you will likely receive a telephone call back. Remember, customers do not like losing control and potentially missing out on a valued opportunity. A person who is serious about doing business with you will not hesitate to call you back. If they do not, this allows you to move onto dealing with, and helping, other customers while continuing to build your business.
Using this technique was embraced by some and completely dismissed by others participating in this session. I always enjoy the chance to work on promoting my company, while improving my business skills in the process.
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December 12th, 2011 at 6:15 AM
Great advice. I definitely see this working out well if used in the right moments. You’re time is important, so keep the conversation human, and also in a professional business manner.
Going to pass this article on, great post Laura!
December 14th, 2011 at 12:56 PM
Dave…Thank you for taking the time to comment on this article. It outlines how there is a balance between business issues and using time wisely. I am glad you found it to be helpful. I appreciate that you are sharing the information as well.