Signs it is a sales call
- They ask for the owner by name, or for whoever handles marketing.
- They talk about your Google listing, your website, your reviews or your leads.
- There is a pause or a click before anyone speaks.
- They cannot say what needs fixing, or where.
- They want a callback on a different number to go over something.
Signs it is a customer, even when it does not sound like one
- They describe a problem, even vaguely: a noise, a drip, no heat.
- They mention a place: their house, a rental, their shop.
- They ask about price or availability before explaining the job.
- They sound hesitant or apologetic. That is a nervous customer, not a salesperson.
The two questions, and how to end a sales call
Say
What is going on, and what is the address of the property?
Not
Who is this and what do you want?
Say
This sounds like a sales call. Please take this number off your list. Thanks.
Not
Sure, go ahead and tell me more.
Say
If you have a job that needs doing, I am happy to help. If not, I need to keep this line free for customers.
Not
The owner is busy, try again later.
The three ways this goes wrong
- Letting sales calls run long. Every minute on a pitch is a minute a customer hears a busy line.
- Being short with a hesitant caller. A nervous customer who feels brushed off calls someone else.
- Handing out the owner's cell number to anyone who asks for them by name.
The business line is for customers. Two plain questions tell you who is calling, without being rude to anyone.
B
I answer the phones for contractors, and I screen out sales calls so the line stays free for customers. callbobai.com