Understand Your Buyer > How to Engage > Hold Music
What is it?
When someone calls your business and is placed on hold – two things could happen. They could become annoyed that they are waiting to speak with you, or you could use it as an opportunity to serve / sell to them and keep their mind occupied.
Why does it work?
It works because someone calling your business demonstrates intent. Their attention is focussed on you and your business – so it’s a great opportunity to communicate with them, rather than leave them listening to that classic hold music we all know and love….
Most businesses either have no hold music or facility – or it’s the standard tune we all know so well. Customising this one thing in your business (depending on call volume) could have a dramatic impact.
How can you use it?
There are a couple of things you can do, and they all rely on you having the ability to customise the hold music / message.
1 – Service your caller – Tell them about resources, news and valuable things that they would benefit from. Ideally you have an online resource that could answer their question and negate the need for the phone call in the first place.
2 – Sell to your caller – Make them aware of new products, services and special offers. If appropriate, you could have an “on hold” special offer to “compensate” them for the time they are spending waiting to speak with you.
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