Many times when we recruit blood donors on behalf of our many clients here at Incept, we aren’t just performing a phone call; we are giving a customer experience.
I’ve said this once, and I’ll say it again: The appointment that I get from a blood donor to donate blood is usually a byproduct of the excellent customer service I give them. As a Conversational Marketing Expert (CME) at Incept, we are the link between the blood donor and their respective blood center. That is why it is of utmost importance to focus not just primarily on getting the appointment (although that is obviously one of the main goals of the call), but also on the quality of the call and the level of professionalism you show your donor. Put simply, did your call strengthen the relationship?
Of course, though, being assumptive can go a very long way in determining how a call flow is going to go. Assumption is just the act of assuming someone will do what you are thinking. Carrying an assumptive attitude into our calls as Conversational Marketing™ Experts (CMEs) can help us not only sound more excited about donating, but emphasize the call to action we convey for our donors to donate blood in a much more upbeat and positive way.
Here are a few of the reasons why being assumptive in your blood donor recruitment calls will safely strengthen the relationship, give the donor options and ultimately get the appointment to donate blood.
Why Being Assumptive Will Boost Your Appointment Closes
- You sound excited and positive about their previous donations. Part of being assumptive while trying to recruit blood donors is the fact that in order to keep a presumable attitude you have to sound excited about what you are talking about. If you are a blood donor and I sound excited and thankful that you are a donor, I’m naturally assuming you will be donating again, and I can set the psychological scene (so to speak) to be able to ask you to donate once again. In other words, I never enter a blood donor recruitment call expecting a to hear a “no” because I know you’ve donated once and you will donate again.
- You can give your donors a choice and still keep the call in control. Part of being assumptive comes down to being strategic with your questions especially when pitching your call to action. A strong trial close will come to your aid. A practice we do that keeps us assumptive as Conversational Marketing™ Experts (CMEs) is to ask if our donors would like to donate on a weekend or a weekday instead of asking a yes-or-no question. This gives them a choice that they have to respond to with something other than a yes-or-no response.
- You sound more confident in your calls and performance. By keeping an assumptive head on your shoulders, you will find that your calls themselves will sound stronger. You sound more confident in what you are saying because you just naturally assume that the donor is going to donate. When you start to hear how effective this method of just presuming the donor is going sign up with your it feels good. Many Conversational Marketing™ Experts (CMEs) then begin to feel that they can take on even harder campaigns such as lapsed and super lapsed donors with more gusto and ease.
Remember being assumptive isn’t just a tone, it is a state of mind that you must have with your donors throughout your day. It doesn’t mean you have to take an absolute authoritative tone with them. Rather, view it like this: You are guiding them through a maze of questions to get to that “yes” at the end of it all. The saying “It’s not what you say but how you say it,” rings true while trying to be assumptive indeed. Keep that in mind!
How do your representatives stay assumptive?