Well-known industry sales trainer Rodney Webb suggests that calls to the boss should happen in the middle of the sales call only as a last option, such as when the rep gets a question from the homeowner that he can't answer.
says that when a salesperson can't or won't answer a question, he
puts himself in a position to not sell the job.
If you don't know the answer, Webb
says, tell the customer: I am not sure, but if it's that important to you I'll find out right now.' Then pick up the phone and get the answer.
says that he
otherwise discourages making calls mid-appointment.
has found that a good time to call is when the salesperson has closed.
At that point, he
says, it's a good idea for the salesperson to call the company owner and have him speak to the customer.
The owner, Webb says, should congratulate the customer for his purchase and should thank him for the business and for entrusting your home to us, adding, I promise we'll do a fantastic job.
says that, as the business owner, he
would then give the homeowner his
personal phone number and invite him to call if there are any problems.
That practice, he
says, significantly reduces cancellations.