Always Endorse Freedom Of Choice

While leading/selling SYKES BPO services in Europe, I was always asked, who are your competitors? I loved this question. Why? Because I knew we had the best multilingual call center in Europe. I carried a list of competitors and their contact info that I could give to prospects. If I could get them to visit a competitor’s site, the probability of landing the deal went way up.

It was Lee Iacocca, 80’s Chrysler CEO that said, “If you can find a better car, buy it.” A claim like that demonstrates confidence and integrity. Encouraging a prospect to choose what is best for them, even if it is with a competitor, will double the likelihood of them choosing you.

A study proved the act of telling a prospect they don’t have to do something makes it much more likely they will. It doesn’t matter if you were asking a caller for a charitable donation, or a prospect for their business. When you tell a client, “it” is their choice, and they do not have to do “it”, the probability of them doing “it” goes up. On the flip side, trust erodes, and people feel trapped when their options are restricted.

So in your next sales pitch close with: “I hope you go with our firm, but of course, you are free to choose.”

FACT – the awareness of choice increases the willingness to comply.

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During the past twenty-five years, Art has worked in leadership positions with a number of global firms and their call/BPO centers worldwide. Currently president and CEO of KomBea Corporation, Art has served for more than a dozen years developing and marketing tools that blend human intelligence and automation to improve call center phone interactions.
Art has also served as executive vice president of business development and strategic initiatives for First-Source; CEO and founder of Echopass Corporation (the world’s premier contact center hosting environment, which was acquired by Genesys for about $110 million); CEO of Sento Corporation; and managing director and VP of European business development for Sykes Enterprises.
Art is a widely-published author of methodologies for BPO/contact centers, outsourcing, customer service, and technical support, and has served in leadership positions at Hewlett-Packard, VLSI Research, and RasterOps.

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