I am so sick of people calling up the toll free number on my creditinfocenter.com site and asking me idiot questions! It clearly states we don’t give out free advice on the phone. But people argue with me about that.
Typical conversation:
Them: “I’m looking at your website right now and I have a question – how do I fix my credit?”
Me: “Are you interested in our counseling service?”
Them: “I just have a quick question?”
Me: “We don’t give out free advice on the phone, I’m sorry”
Them: “You don’t?”
Me: “No, I’m sorry. Have you read the free information on the website?”
Them: “Which website is that?”
Me: “Creditinfocenter.com. Where did you get our number?”
Them: “On the internet. Which website am I on?”
Me: “Creditinfocenter.com”
Them: “I just had a question about the Statute of Limitations”
Me: “We can’t give out free information on the phone – are you interested in our counseling service?”
Them: “How much is it?”
Me: <gives price>
Them: “Oh well – I just had a quick question about the statute of limitations in California. You see I had a credit card about 3 years ago and….”
Me: “I’m sorry, we can’t answer questions for free on the phone.”
Them: “You can’t?”
Me: “No, I’m sorry. You can read all of the information on the website for free, you can go to our discussion boards and ask your question there for free.”
Them: “Which website is that?”
Me: “Creditinfocenter.com”.
Them: “How do I find it, your discussion forums where I can ask a question?”
Me: “Click on the ‘Forums’ button on the website, and it will take you right there.”
Them & Me: <5 minute conversation on exactly where on the CIC website to click to get to the forums>
Them: “Will I be able to get my question answered? You see, I had a credit card about 3 years ago and now a collection agency is going after me. Do you think they will be able to sue me?”
Me: “I’m sorry, we can’t answer questions for free over the phone.”
Them: “You can’t?”
Me: “No, I’m sorry. Why don’t you try reading the information on the website and then asking your question, if you still have one after reading the information, on the forums.”
Them “Which website is that?”……………….
👿
2 responses so far ↓
1 Idea Man // Jul 29, 2008 at 3:55 pm
💡 Consider re-purposing the event.
The caller is a prospect, with a problem you can likely assist with (which is your goal, right?)
Use subtle, but clear language to steer them into being a customer…do not stray from that as a response to their inquiries.
They’ve already qualified themselves, by coming to the conclusion that they need help, and then calling you…seize the moment.
Idea Man
😎
2 techartist // Jul 29, 2008 at 4:54 pm
Thanks, Ed.
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