(business) Thanks for calling ABC Business
(customer) Yeah, I want to find out more about the X product offer.
(b) Which offer?
(c) The X offer.
(b) I’m not sure which one you are talking about.
(c) I heard it on your radio commercial
(b) Hold on, let me find a sales manager and find out about that offer.
If you run specials in any kind of print, web, television or radio advertising, communicate to your ENTIRE staff those specials. There’s nothing worse than making a customer appear stupid when they simply want to purchase something from your business. Yes, that’s what happens when the business’s first point of contact knows nothing about what is being marketed.
A simple copy of the ad, or short memo describing the specials is all you need.
Remember, everyone from the receptionist, to sales, to accounting, to management are a part of the total customer experience.