Phone – Goal: Make an appointment
The purpose of answering the phone is to make an appointment to visit the academy for a VIP course or at least to get more information about the academy.
Never give out information over the phone. There’s an old saying that if you can’t sell it on the phone… don’t try.
The most important thing to remember when you’re on the phone is to listen, listen, and listen. You can’t schedule someone or develop their confidence in your academy if you’re not listening to their concerns and answers to your questions.
The phone includes 5 steps:
- Greeting
A greeting is a simple way to answer the phone. For example, “It’s a great day at XYZ Martial Arts Academy. How may I help you today?”
- Redirect
90% of the time a client does not know what to ask when they call an MA school so they ask, “How much are the classes.” You never answer this question but redirect them to answer your questions. The most popular redirect is, “Is this for yourself or someone else?”
- Interest
Here you want to get what their interest is in taking MA. Is it self-defense or conditioning? Or if a child, is it for confidence or discipline. You also want to find out how they heard about your school because this helps you determine the offer you might make.
- Offer
This is the offer for a tour and some type of VIP course. You can make an offer of 4 lessons for $19.95, 2 Free Lessons, 30 Days Free, 1 Free Lesson, or 1 Month for 29.95 and a free uniform; whatever you’re offering at this time.
- Information
This is where you get the client’s information such as a phone number and address. Some schools like to get this information during the phone script or right in the beginning. However, I believe, that it turns people off. I’ve found it easier to get the information after they make their appointment.
