Tips for dealing with sales/insurance/PPI calls etc.
Don’t hate them: ENJOY THEM!
I go for it with them I’ve had them swearing at me and slamming the phone down after 20 minutes of getting no where.
General just playing along with:
Misunderstanding what they’ve said.
THEM: ‘I’m calling regards your recent car crash…‘
ME: ‘Oh dear! I hope you are okay? We’re you hurt?‘
Repeating back what they’ve said in the form of a question:
THEM: ‘No, I’m calling regards your recent car crash…‘
ME: ‘You’re calling regards my recent car crash?‘
Bouncing back their questions:
THEM: ‘First I need some details to prove who you are.‘
ME: ‘Sounds reasonable. I’ll need some details from you for the same reason. What was your mother’s maiden name?‘
This can go on quite a while. Especially when they’ve read out the really long sales script they have to use and you then say ‘I’m sorry, it’s a bad line, can you repeat that?‘
Using the above multiple times in the same call winds them up, but just as they start to lose it, when they start getting really frustrated, you buy in to the sale and give them hope, but then say ‘I think I’ll take you up on this offer, but I do apologise, this line really is terrible, please can you call me straight back?’
They call back & you start all over again.
The last one I had started:
THEM: ‘Is that Mr. Lucas Black?‘
ME: ‘Is it?‘
THEM: ‘Are you Mr. Black?’
ME: ‘Am I?‘
THEM: ‘You are Mr. Black?‘
ME: ‘You seem pretty positive, so you’re probably right.‘
THEM: ‘So, you are Mr. Black?‘
ME: ‘Now I’m unsure. Who do you want to talk to?‘
Tip: Talk slowly and unsurely. It gives them confidence and relaxes them. They think you’ll be an easy mark.