2023-05-03 Locksmith Report

Period: Apr 01 / 2023 - May 01 / 2023

Yes vs No, all calls

Top performers vs Low performers

45sec, all calls 62-49% success rate

45sec, inbound, first call

Misha

His sales pitch “ We dont have a callout fee” + positive words + sometimes advice https://dev.pitchpatterns.com/conversation/d3b2b921-2a9a-4b58-bf9c-f35291926a51

Tries to skip pricing, push to the end into a single question and does not make too much discussion about price itself - works good https://dev.pitchpatterns.com/conversation/b9e1b173-b661-431a-8c66-7447019d7789

Maximum of 2 mentions of pricing towards end of call, mixed with positive words “if you are happy”, “great price” etc https://dev.pitchpatterns.com/conversation/c3ea0ba0-15fd-4c0a-b12f-273a4fdc260d

When client cancelling, finds out reason and offers reschedulling https://dev.pitchpatterns.com/conversation/c6aea79f-6f6a-40c9-87a6-925909ec5d28

Johanna

Negative words, Agent tells about cancellation options, client drops https://dev.pitchpatterns.com/conversation/effd8ec6-2c02-405e-8b44-c2c78426fd2f

Waiting for locksmith - asks herself about cancellation, gets cancellation https://dev.pitchpatterns.com/conversation/00c8139a-a3ee-4e74-bdc7-89ca56fbdcbe

Mentions herself cancellation fee https://dev.pitchpatterns.com/conversation/c3eb320c-3a42-4d2a-8f63-56bd3eef7869

?? Car job was accepted and then cancelled https://dev.pitchpatterns.com/conversation/0c28b39a-b10b-4bc8-a678-4ba0318b29ce

Very often cannot find deals in database?

https://dev.pitchpatterns.com/conversation/1c817734-692b-4222-8d9b-970843137c2f https://dev.pitchpatterns.com/conversation/618461d5-ee7f-44ff-9ca6-d112792a598f https://dev.pitchpatterns.com/conversation/87e45f26-d442-4c2d-b5a9-4fa39531501e

Max

Example of getting into too much discussions about pricing - if more than 2 questions about price agent should get out of a call https://dev.pitchpatterns.com/conversation/d31d12ae-083f-4682-b318-0d6d4fad1d0d

Michele

Win-back example https://dev.pitchpatterns.com/conversation/8918a903-69b3-4797-9d13-2e8d0dcaa134

Accent comments - Canadian? :) https://dev.pitchpatterns.com/conversation/85039926-beb1-48d9-9e17-cd1bccafcb05

Long call - no result - if call longer than 2.5min usually no deal https://dev.pitchpatterns.com/conversation/7bef43ea-cb65-4d7e-bc62-b62366508383

Kate

Too expensive - tries to win-back, too much talk about pricing, too little about pain / problem

https://dev.pitchpatterns.com/conversation/33f680eb-f43e-4884-98ba-4ef34d9e4ba2

Other types of calls

Complaints

Refunds too slow https://dev.pitchpatterns.com/conversation/caceefe3-99fa-4c74-96cc-e3b59503e3d3

Bad quality job https://dev.pitchpatterns.com/conversation/996783c9-9895-42b2-a6fc-0e42a262da58

Overcharge complaints

https://dev.pitchpatterns.com/conversation/d3ae8caa-da5b-4378-a37f-8451f0d596f7

Refferals

Most find in Google as local locksmith services https://dev.pitchpatterns.com/conversation/b8d7620a-2131-491b-830d-89d0ee6ccec9

Someone had good service and recommended https://dev.pitchpatterns.com/conversation/b3dfa308-4feb-4df4-ab26-b39dfed70cc2

Leaderboards

1. Got high drive score in conversation (16+)

2. Got high interactivity score in conversation (12+)

3. Got conversation in good length above 1min and below 2.5min

4. Got client client's emotion change in a positive direction

5. Got good patience in a conversation (marker earned)

6. Got conversation where client did not end with “I will call you back”

7. Got conversation with 2-3 questions from agent

8. Got conversation with advice for client

9. Got conversation with positive words

10. Got conversation without negative words

11. Got conversation with pricing mentioned once at the end

12. Commented on colleague where they could have prevented cancellation

13. Commented on colleague where they could better handle “Too expensive” objection

14. Got conversation where client wanted to "cancel", but at the end job was not cancelled

15. Got conversation where client said "too expensive", but at the end deal was closed