Callers Say The Strangest Things

Robin turner PhoneSmart call center manager offers the following story about phone calls.

Welcome to the PhoneSmart property management blog, the ins and outs of property and commercial management.

I was reviewing some calls that our reps had taken over the last couple of days and I came across one call that was different from the rest. The rep offered a special stating that he’d match the competitor’s price. The caller had an odd response. I guess he was just in a bad mood that day. The caller stated

“What do you mean? That’s the special?”

As the rep stated that that was the special that was currently being offered and he couldn’t beat that, the caller asked

“So I need to do all of the leg work? I need to call around and find the cheapest price? Why can’t you just give me the best deal you can? This is like that commercial I saw on TV where the customer goes to one store and needs to purchase a racket and it was priced at $7.95. The sign stated that they would match any competitor’s price. The man told the salesman that he had seen the exact same racket at another store for $4.95 and the salesman asked him why he didn’t buy it and the customer had told the salesman because they were sold out.”

A bit frustrated, a bit sarcastic The caller ended the call stating that he was going to shop around. Never the less, our rep handled the call just as he should, stating that the special was the best he could do and it was a PRETTY GOOD ONE at that.

You’d think we wouldn’t have heard back from the caller, but about 20 minutes later the caller called back and said he decided to go with them as they had the best deal. So, remember to stick to your guns and keep your head up, be confident in what you have to offer and you never know, even with those difficult callers, you could get the deal after all.

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