Let’s say you have a potential client contacting you for work. They are not sure of what they want and are considering other freelancers. How do you go about offering customer service for this client and walk them through the sale?

1. Gain rapport. When the potential client contacts you, try setting up common ground. You can start with finding something to compliment them. This might take research on your part. If they contact you about a website makeover, look at the website before talking with them about the project. You can often complement them on their business’ mission or tag line.

2. Ask open-ended and probing questions. Many people are not direct about what they want. Perhaps they don’t know what they want yet or they want you to come up with their ideal website or copy writing. Well, you aren’t a mind reader. Ask open-ended questions to gain a better idea of their purpose for business. What are they trying to communicate to their customers?

Ask them why they got into the business firstly. Asking this question will give you much information about your client and their target market. This question also builds relationship with your client and helps you understand them on a deeper level.

3. Repeat what they say back to them. To show that you are actively listening and understand their question, repeat what they say. Make sure you ask if you have the understanding right. Clients want to make sure you show interest in what they want and have their intents in mind. Being able to repeat their request to them is essential as a freelancer.

4. Ask for the sale. Clients come to us freelancers with a problem. They are looking for a solution. They wouldn’t have approached you or your company if they didn’t see potential for you being able to solve their dilemma. They are ready to pay you for your time. After finding out their need, show what you can do to help and ask for the sale.

Give them a time line and ask them to buy your product or if they want the proposal sent through email. However, your company handles payment, whether up-front or through billing, be sure you ask for the customer’s business.

5. Wrap it up. After gaining the customer’s business, wrap up the call or email with recapping what you plan to deliver and a sincere thank you. Having manners in all communication with your clients is essential to great customer service, especially in service-oriented freelance businesses. Clients will respect your positive interaction and gain trust in your business.

What ways are you handling sales in your business? Are you doing everything listed here or have more to add that is essential to your sales process?

photo credit: Alan Light