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Too often we find ourselves in a reactionary mode.  Instead of taking the time to plan and prepare, we find ourselves responding. 

Sending out the same response with the same information to every lead in your inbox is a mistake.  You don’t want to be in the position of reacting to leads.  Rather, take the time you need to determine the point and purpose of each and every lead. 

Here are a couple of things to keep in mind when looking for the best response to your customer’s contact.

Determine the Source

Don’t feed your customers information that they don’t want.  If you know what part of your website they were on when they submitted a lead, you can better determine the information they’re looking for.  Make sure to trace your lead back to its source before you respond.

Ask Questions

Don’t just spit out a template response.  Based on the lead source and information submitted, ask questions to engage the customer.  Be sure you give them the information they need, but let them know they’re communicating with a human being who’s interested in fulfilling their specific needs.

Be Smart

Feel the customer out. You don’t necessarily have to get them in for test drive right away.  Listen to what they’re saying, give them options, let them know you’re there to help and start a dialog.  In this economy, building trust will go a long, long way. 

 

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