You made the initial contact through LinkedIn. You then directed the prospect to your company website for additional information. You emailed more documentation and now it is time to call to set an appointment. Fear begins to set in. Will you face a strong gatekeeper screen? Will the prospect have time to talk? Will your voice present the wrong image and ruin the sales process?

Right before your eyes, the phone seems to be growing larger, heavier and you wonder if it is your imagination, or if the handset suddenly grew teeth! You begin to think that maybe it is a good idea to try to set the appointment by email as well.

Depending on your business model and sales process, perhaps a purely or mostly e-selling process makes sense. However, for most sales people, the telephone is still an indispensable part of the sales process, and using too much email has increased their phone phobia.

Email and other e-prospecting and communication avenues are a critical part of doing business today. However, there are times when you need to put down the mouse and pick up the telephone!

5 Reasons Why You May Still Need To Make The Call

#1. Image Is Everything
To truly secure your image in the mind of the prospect, especially before your first face-to-face meeting, the prospect needs to hear you voice. Sending great emails, photos and everything else, cannot replace your voice.

#2. Personality
Has the prospect needs to hear your voice, you should hear his or hers as well. By speaking to the prospect, you can determine many personality traits not evident in email correspondence. Does the prospect speak very fast or slow? Is the prospect a formal, business-like person is she more laid back and casual? These are important things to know before a sales interaction, and people do not write exactly the way they talk.

#3. Rapport
Once you have some insight into the prospect’s personality, you can slightly adjust your approach to match. To create rapport, you need to appear similar or familiar to the prospect. You can accomplish this in a telephone call.

#4. Questions
Many questions and fact-finding methods require instant feedback. When you pose a question, often you need to know the prospect’s reaction right away to be effective. Sometimes, waiting for an answer just does not work.

#5. Real Person, Not an Avatar
Until you actually speak with the buyer, you are in a sense, an avatar. That is, you are a graphic representation of your alter ego. We all know that people can represent themselves to be anything they want via a virtual environment. Pick up the telephone and put a real voice and personality behind the image.

Happy Selling!

Sean

Sean McPheat
MTD Sales Training

(Image by Stuart Miles)

Stop scratching around for sales and learn how to sell the modern way with my FREE 40 minute online training session. Click on the image below to find out why you’ve got to be changing the way that you prospect and sell…

Every sales person knows that today’s modern buyer has had enough of the old smile-and-dial cold calling methods of the past. However, as mentioned in, “4 Reasons Why Prospects Fear Cold Calls,” most buyers still seem to harbour fear and animosity toward receiving a telephone solicitation call.

Many feel a cold call…

#1. Is an invasion of their privacy
#2. Is a violation of their personal space
#3. Puts them at a disadvantage since, the caller has information about them, yet they know nothing of the caller
#4. Leaves them with no control

A Lack of Control
The main problem with cold calling is that the buyer feels as if he or she has no control over the situation. They could not stop the caller from gaining entrance. Once they just answer the call…that’s it…the caller is virtually right there next to him! The cold caller is essentially an intruder, who barges into the prospects place without invitation or announcement. That lack of control and power creates the fear buyers feel.

It is that fear that causes buyers to react in a defensive manner; saying things like they are not interested even though they do not know what you sell or hanging up the phone.

Turning An Intruder Into A Guest
However, there is one way such an intruder could become a welcomed guest, and that is by simply knocking on the door. Behind the closed door, the buyer has the option to allow the person in or not—they have the control. Since the buyer has control, they do not fear.

This is the problem with cold calling. There is no knock, no announcement and therefore no way to help the prospect feel in control. If you could knock on the telephone and give the prospect a sense of control, they would not fear you. When the prospect does not fear, there is no reason for them to raise defensives and you are able to speak to a more open mind.

How to Knock on the Telephone
This technique is so short, inconspicuous and simple, that at first it will appear not to make any logical sense. However, I urge you just to try it, as it is extraordinarily powerful and effective.

Follow these three steps:
#1. Fumble
#2. Raise the Tone
#3. Pause

#1. Fumble
Almost every normal, natural telephone call begins with a fumble; that is a short stutter or miscue, almost as the caller gathers his or her thoughts for just a second. When cold calling, sales people take out that and other natural tendencies that are present in everyday speech. Start the call with a little hesitation to give the call a normal and natural sound and prevent the prospect from immediately becoming defensive.

Instead of…
“Hi Sarah. This is Steve Smith with ABC Widgets…”

Try…
“Yes, uh, Sarah. Steve Smith…”

#2. Raise the Tone on Your Introduction
Next, slightly raise the tone of your voice at the end of your introduction sentence; making it a question. Just slightly, elevate your voice on the last word or two as if you are asking a question or seeking confirmation from the prospect.

“Yes, uh, Sarah. Steve Smith, ABC Widgets?”

#3. Pause
After your raise in tone…SHUT UP. Wait for the prospect to respond to your non-verbal question.

Now I could spend the better part of a week explaining what you actually accomplish with this. But here is just a few golden rewards…

1. With the fumble, you did not aggressively charge the prospect or burst in the door, like an intruder. Helping the prospect to stay relaxed and dispelling the image of the stereotypical cold call.

2. With the raise in tone, you essentially asked the prospect a question. You asked them to confirm who you are. In a sense, you are still on the outside of the door, as the prospect takes a gander through the peephole.

3. When you then shut-up, you give the prospect the power, the control. This is exactly why most telemarketers and undertrained sales people never pause or shut up. They fear giving the prospect any control and this is a mistake with today’s modern day buyer. When you pause and give the prospect the feeling of control, they again have no reason to go into defensive mode.

4. 80% to 90% of the responses to your nonverbal question will be in the form of a simple nod-of-the-head, “Uhm um” from the prospect. The prospect essentially says, “Yeah, ok…what can I do for you?” Or, “Ok, what do you want?”

5. Then with that nod-of-the-head confirmation, the prospect has, (in not so uncertain terms), asked you to explain the reason for your call. He or she has given you permission to continue.

You have knocked on the door and the prospect choose to open it…at least partly

6. In less than six seconds, you have…
a. dismissed the image of the stereotypical telemarketer and cold caller
b. created an unthreatening image in the mind of the prospect
c. given the prospect a feeling of control
d. obtained an invitation to tell your story
e. promoted the prospect to say “Yes” once already!

What more can you ask for?

Happy Selling!

Sean

Sean McPheat
MTD Sales Training

Stop scratching around for sales and learn how to sell the modern way with my FREE 40 minute online training session. Click on the image below to find out why you’ve got to be changing the way that you prospect and sell…

We have heard for years about how much today’s consumer detests receiving the dreaded cold-call. We all know that cold calling has become increasingly difficult and the modern-day buyer has become more evasive, defensive, suspicious and even hostile towards getting a telephone solicitation call.

As a result, there are tons of training and tips on how to handle such obstacles as well as many alterative prospecting avenues. However, my take is that to develop any solution, you must first truly understand the problem.

So, join me as I diverge today, and instead of giving you tips on how to overcome objections, get past gatekeepers or project a positive image; allow me to share some insight into WHY consumers have come to feel the way they do about receiving a cold call.

If you can genuinely understand and honestly empathise with the person on the other end of that telephone call, then you can begin to learn how to handle the situation from the inside– out!

#1. Privacy Violation
Of course, you have heard buyers complain that a cold call is an invasion of privacy. However, think of this analogy:

You are sitting at home with your family, relaxing or eating dinner or you’re in the middle of writing an important document at work. Suddenly a stranger bursts in the door and begins to walk right up to you. What would you do? Better yet, what would you actually say?

Responses to this person
Your first response might be questions like:

“Who are you?!”
“What do you want?!”
“Why are you here?!”
“How did you get in here?!”

You are doing nothing more than protecting yourself/family from a possible harmful source. It is a natural defensive reaction.

Now, if the answers to those first questions were inadequate, your next responses would turn more aggressive:

“We don’t have any valuables/money!”
“Get out of here!”

Responses to the Telephone Intruder
You have to realize that when you make a cold call, essentially you just “materialised” in that person’s dining room or working environment. When the prospect picks up the telephone, you are instantly in their living room, their office or perhaps their bedroom! Just like the above example, you just burst in the door, unannounced, and charged up to the person. Can you see why they react as they do?

Responses to a cold call:

“Who are you?!” “Is this a sales call?”
“What do you want?!” “What are you selling!?”
“Why are you here?!” “What are you selling!?”
“How did you get in here?!” “How’d you get my number/information/pass gatekeeper?”

These are not objections! They are normal and natural defences erected for protection from an unknown potential threat. If inadequate answers ensue, then real fear sets in:

Responses to a cold call:

“We don’t have any valuables/money!” “I’m not interested!”
“Get out!” “Click!” They hang up.

Can you understand why some tell you, “I’m not interested!” before they have any idea of what you sell?

#2. Personal Space
In addition to the intrusion, a cold call violates personal space. Think about it; when someone is talking on the telephone, where is the phone? It is right up against their face. You are a total stranger and suddenly you are right there, virtually nose-to-nose with the prospect. You are literally in their face!

#3. Lack of Knowledge
When you call someone, you immediately prove that you have more knowledge of him or her than he or she does of you. First, you called them, which means you have their telephone number and in many cases, it is a private number. You also knew the exact whereabouts of the person: you caught him at the office or her at home.

You know his name. You know her address. You know his job title. In fact, with very limited prospecting information, you could know what they do, where they work, how much money they earn and what kind of dishwashing detergent they use. However, at the time of the call, the prospect knows almost nothing about you.

People can feel this imbalance of power and it makes them uncomfortable.

#4. Lack of Control
Finally, with all of the above, the prospect was powerless in preventing any of it. They hired a sharp gatekeeper, set up voice mails, eluded calls, and still you caught them. The prospect simply had no control over your entrance.

This lack of control is what sends real fear into the hearts of today’s buyer and is why you have heard buyer’s use the term, “violated.” It is this severe, often hopeless feeling of a lack of control that is at the heart of the problems with cold calling.

However, if you think about it, there is one very simply thing the intruder could have done to avoid all of the first natural defences and the following unnatural defences.

All the intruder had to do was knock on the door.

Safely behind the door, the homeowner/decision maker could look and decide to let the person in or not. The resident could ask questions of the would be intruder—before they gained entry. Most importantly, the buyer would have the choice, the option of opening the door.

The buyer would feel as if they were in CONTROL of the situation.

That is the problem with a cold call. There is no way to give the prospect the immediate feeling of control. There is no way to knock on the telephone.

Or is there?

Posting Jan 6, 2012:
How to Knock On the Telephone

Happy Selling!

Sean

Sean McPheat
MTD Sales Training

Stop scratching around for sales and learn how to sell the modern way with my FREE 40 minute online training session. Click on the image below to find out why you’ve got to be changing the way that you prospect and sell…

In the recent post, “How to Compensate A Telesales Staff To Set Appointments,” I explained some of the major problems that arise when you choose to compensate telesales representatives (TSRs) with commissions on closed sales. 

Problems When Paying TSRs on Closed Sales

1. The TSR begins to look for sales rather than just set good appointments.
2. The TSR looks for the easy lay down sale and fails to set appointments with otherwise good qualified prospects.  Also, when an apparent lay-down sale does not buy, it causes animosity between TSR and FSR (Field Sales Rep)
3. FSRs develop a like animosity and become reluctant to run appointments set by TSRs
4. Both sales teams feel as if they do not have real control over their incomes.

These serious issues are so difficult to quantify, that they often prove detrimental to a sales organisation.  While the loss of qualified prospects, sales revenue and even good sales people may be clear, the harmful deterioration in the unity of the sales team may not be as evident.  

Pay TSRs For What They Do—SELL Appointments
The answer is simply to pay the TSRs for what they sell.  Pay TSRs the same way you pay the FSRs.  You pay the FSR to sell the product or service.  Pay the TSR for the selling of THIER product—the appointment.   

The Value of a Qualified Appointment
Of course, you know the value of the average sale and the gross revenue the FRS will generate.  So, you need to figure out the value of the TSR’s sale, and here is an example of how to do that:

First, take the value of the average sale and compute the overall closing average of the entire sales team, and you will arrive at the value of the average appointment.

Average sale gross revenue   = £3,000

Closing average of all FRSs    = 20% (one out of five)

Therefore, it takes your FSRs five appointments to close one sale.  So, five appointments equal £3,000.  Thus, each appointment is worth £600.  The TSRs average sale is £600.  Does that make sense?  

Now, how do you pay the FSRs?  Let’s say you pay the field sales people a commission of 20%.  Thus on a £3,000 sale, the commission is £600. 

Perhaps you pay the TSRs 10% on their sale.  The TSR’s sale is £600. Thus, a 10% commission is £60.  The TSR earns £60 for every qualified and completed appointment—period.

Therefore, when a TSR sets 10 successful appointments, the following (on an average) should result:

10 appointments with a 20% closing average, produces two sales, generating £6,000.

TSR is paid       = £600

FSR is paid       =£1,200

Adjusted gross = £4,200

Do the Math
Of course, that is a generic example. You can work with these figures and make adjustments to fit your cost structure and other parameters, and adjust the commission when a base salary is involved.  The point is that you can and should pay the TSR for what they sell. 

You can add some small stipend for closed sales, but make sure it is not a significant portion of the income.  Instead, add bonuses by further helping the TSR perfect his or her area of responsibility.   Perhaps a small bonus for the most appointments set in a certain targeted area.  Award TSRs who set more appointments to run during the slowest times of the day or day of the week.     

Are you having difficulty getting in the door with prospects that use a particular competitor?  Make it a TSR contest!

A  True Win Win
TSRs will have control over their own incomes and will know exactly what they need to do to be successful.  Since TSRs are not over qualifying, they set significantly more good appointments and thus earn more money.

FSRs are ecstatic with the overabundance of good appointments, and thus close more sales and earn more money.

As for management, I have found that when sales are high and consistent and the money is flowing…well, they’re pretty happy too

Happy Selling!

Sean

Sean McPheat
Bestselling Author, Sales Authority & Speaker On Modern Day Selling Methods 

MTD Sales Training

Have you downloaded my latest report “The Sales Person’s Crisis”? Over 10,000 sales pros have.

Click on the image below to find out why you’re very existence as a sales person is in doubt…

With competition becoming fiercer, the economy sending fuel prices through the roof and buyers becoming more reluctant to telephone sales calls, more firms are choosing to employ their own in-house telesales staff to set appointments for the field sales teams.  The immediate question that arises is what and how do you pay this inside sales force?

Commission on the Sale
The most obvious and seemingly logical answer is to pay the telesales representative (TSR) a percentage of the order when the field sales rep (FSR) closes the sale.  However, I caution you.  While this idea appears reasonable, attractive and cost effective…it is the exact opposite. 

First, let me expose a few of the serious problems that arise when the TSR is paid via commissions from the sale.  Then, I will give you a much better idea of how to compensate the TSRs.

#1:  TSR Tries to Make the Sale Rather Than SELL the Appointment.
The biggest and most detrimental problem that occurs when the TSR’s income comes from closed sales, is that the TSR tries to look for sales on the telephone rather than appointments.  The TSR must think about appointments that he or she believes will close, since that is how they are paid. Now you have people who are trying to determine if the prospect will buy rather than just setting a qualified appointment.

You do not want the TSR to be making judgements about who will buy and who will not.  All they should do is set qualified appointments!  

#2:  The Lay Down Prospect Does Not Buy
You have a TSR that has no choice but to consider if the prospect will buy or not.  They seek out the easy sale, the prospect who sounds as if he or she is just waiting with check-in-hand for the FSR to show up.  The TSR finds what he or she believes is just such a lead, sets the appointment and mentally spends the commission before the ink is dry.  However, the FSR does not close the sale! 

Although as a true professional, you know that the prospect that sounds like the easy, lay down, is the one most suspect and usually presents a major problem.   However, this will create severe feelings of animosity and resentment between the two teams.  The TSR feels the FSR threw his or her money away, and no longer wants that sales person to run his or her appointments.  

Additionally, as the TSR continually tries to judge and pre-qualify prospects as BUYERS, they will lose countless amounts of qualified prospects.  

#3: FSRs Become Reluctant to Run Appointments
In the #2 scenario, the TSR felt the appointment was a sure sale.  Conversely, the FSR felt the same appointment was a pure waste of time with an apathetic prospect.  The FSR now becomes less than enthusiastic to run appointments set by the same TSR, and the same bitterness grows within the team.  

#4: Both Have Feelings of No Control
One of the most positive and alluring aspects of selling is that you can have some control over your income and your destiny.  However, with the above pay scenario, both the field sales and telesales people feel a distinct lack of control. 

Personally, I would never consider working in a situation where my income was so dependent on the sales prowess of someone else! (Unless of course, I trained them myself) The TSR feels as if he or she has no real control over their income, and the FSR feels much of their income depends largely on the TSR’s skills. 

A host of additional problems arise when you pay the telesales staff by commission on sales, but I think you get the idea.  Often sales management chooses this compensation set up in an effort to save money.  I assure you however, this plan could cost you more money than you can imagine. Worse still, is that it can cost you a lot more than just money.

The Answer
Since the TSR does not close the sale and is not responsible to close the sale, why pay them on closed sales?  The TSR is responsible for setting qualified appointments. More specifically, the TSR is responsible to SELL the appointment!  Pay them for just that!

Posting December 7, 2011
How To Pay Your Telesales Team To SELL Appointments

Happy Selling!

Sean

Sean McPheat
Bestselling Author, Sales Authority & Speaker On Modern Day Selling Methods 

MTD Sales Training

Have you downloaded my latest report “The Sales Person’s Crisis”? Over 10,000 sales pros have.

Click on the image below to find out why you’re very existence as a sales person is in doubt…

In the recent post, “Today’s Warm Call is the New Cold Call,” I uncovered the fact that with today’s modern prospecting avenues, sales people are often able to establish some contact with a prospective customer before making a telephone call.  In that sense, the traditional cold call is becoming a thing of the past. 

However, I also pointed out that the ensuing first telephone call to the prospect, while a bit warmer than in the past, still offers similar sales challenges like the cold call.  Following are five powerful tips to keep in mind when making that new type of cold call.

#1:  The Gatekeeper Screen
Just because you have made contact with the decision maker (DM) and may even have established some rapport, does not mean you will not face a gatekeeper screen (GK) when you call.  You cannot assume that the DM has informed the GK of your call, or that the DM may even recognise you by name when you call.  Hopefully, when you inform the GK of your previous contact or that the DM is expecting your call, you get right through.  However, you must be prepared to face and overcome a screen much like you would when making a cold call. 

Also, do not over exaggerate your relationship with the DM to the GK.  Do not make it sound like you are long-time pals just because you shared a few emails or say that the DM is expecting your call if he or she is not.   If you overstate your relationship with the DM to the GK; it will come back to bite you!

#2: Do Not Smile and Tone Down the Enthusiasm
Just as in a cold call, you have to be careful not to project the image of a stereotypical telemarketer.  It is a shame to invest a lot of time establishing rapport with the prospect via e-communication, only to throw it all away by coming on with the old Smile & Dial persona in the first call.  

Keep in mind that until you speak to the prospect, you still have not yet established a solid first impression.  Your website, emails and other e-contact helps to set the stage for your introduction, but does not replace it.  You must project the proper image within the first few seconds of the call.

#3: Proper Introduction 
Of course this depends on the extent of the contact you established before the call, but keep in mind that you and the prospect have not been “properly introduced.”  Also, remember that today’s modern buyer may have dozens of similar contacts from tons of other people, and may not instantly remember or recognise who you are.   Don’t assume that the mere mention of your name will spark warm and cordial feelings from the DM.  Introduce yourself and the nature of your call.

Sales Person:
“Yes, Steve?  James Smith, AAA Widgets.  We met on LinkedIn recently, and I’m calling to follow up on your question…” 

#4: Confirm Time and Convenience
Like a cold call, you want to confirm that the timing of your call is convenient.  Even if you were able to set an appointment time to call; remember that things come up and plans change in the course of a normal business day.  Reconfirm that your call is well-timed when you reach the DM. 

Sales Person:
“Yes, Steve?  James Smith, AAA Widgets.  We met on LinkedIn recently, and I’m calling to follow up on your question about extended warranties.  How is my timing, Steve? Do you have a quick moment now?”

#5: Confirm and Qualify
You may need to reconfirm information and electronic correspondence that the prospect is supposed to have received.  Don’t assume that the prospect has received all of your information or has read the material.  Also, depending on the situation, you may want to re-qualify the DM.  This does not have to be a long and elaborate undertaking if you have positive foreknowledge.  Just double check to make sure you have proper ID on the real VIP.  

Sales Person:
“Yes, Steve?  James Smith, AAA Widgets.  We met on LinkedIn recently, and I’m calling to follow up on your question about extended warranties.  How is my timing, Steve? Do you have a quick moment now?”

Prospect: 
“Sure.  This is ok.”

Sales Person:
“Thanks, Steve.  Let me just double check…did you receive the brochure with the updated pricing I emailed?”

Prospect:
“Yeah.  Have it right here…opening it up as we speak.”

Sales Person:
“Great.  And you handle the maintenance as well as the actual purchasing of widgets and warranties for ABC Corporation, is that right?”

Don’t take that warm call for granted.  Remember, you have invested time and money in the lead, but you still have steps to complete in the sales process. 

Remember that with today’s modern and sophisticated buyer, that warm call is still a bit chilly. 

Happy Selling!

Sean

Sean McPheat
Bestselling Author, Sales Authority & Speaker On Modern Day Selling Methods 

MTD Sales Training

Have you downloaded my latest report “The Sales Person’s Crisis”? Over 10,000 sales pros have.

Click on the image below to find out why you’re very existence as a sales person is in doubt…

You may have heard people say things like, “Today’s 50 is the new 40…,”  in that someone 50 years old today, due to a more active and healthy lifestyle, is more considered a person of only 40 years of age now, as compared to a few decades ago.    Well, today’s 50 may be the new 40, and 40 may be the new 30.  However, my concern is that today’s Warm Call is the New Cold Call!

Yesterday’s Warm Call
Not long ago, a warm call was one where you had more than the basic contact information, some idea of potential interest and often, some previous contact with the prospect.  These calls consisted of referrals, incoming inquiries, or customers.   Often the warm call was the second call in a call-mail-call process. 

Today, as a modern-day sales professional, you have so many advanced e-prospecting methods available that you can and often should, already have such level-one information on prospective customers before making that first call.  Therefore, the traditional cold call, as we know it, is indeed becoming a thing of the past. 

The New Cold Call
However, because you have made contact with the potential client and even corresponded back and forth a few times, does not always mean that you have your foot securely in the proverbial door.

That first telephone call, in essence, is still a type of first contact call, a cold call. True, it is a much warmer call than the traditional cold call, but it is a first call nonetheless.  Even though you may have made a connection with the prospect via LinkedIn or some other Internet-based avenue, you may still face a mountain of obstacles when making that first telephone contact.  Many sales people are so overconfident in the pre-call information, that they take the first telephone call for granted and blow it.

With today’s new cold call, you could still face some serious challenges: 

#1:  The Gatekeeper Screen: Just because you have previous contact with the decision maker (DM) does not mean you will not face a strong gatekeeper (GK) screen.  

#2: Projecting the correct image: You had some successful correspondence with the prospect.  However, in the first six seconds of the first telephone call, you can destroy all of your credibility.

#3:  Proper introduction:  Until you speak, you have not yet had a proper introduction.   You have not yet established a solid first impression.

#4:  The timing of your call:  Will the prospect recognise your name when you call?  Even if you have set an appointment to call, a poorly timed call can kill the lead.

#5: Confirm and qualify:  You’ve been corresponding through LinkedIn, but are you absolutely certain you have the true DM? 

Posting November 22, 2011:
5 Powerful Tips For Handling the NEW Cold Call

Happy Selling

Sean

Sean McPheat
Bestselling Author, Sales Authority & Speaker On Modern Day Selling Methods 

MTD Sales Training

Have you downloaded my latest report “The Sales Person’s Crisis”? Over 10,000 sales pros have.

Click on the image below to find out why you’re very existence as a sales person is in doubt…

In the wake of the cold calling revolution (or devolution, whichever way you want to look at it), we see a ton of advice and tips on making outgoing telephone prospecting calls.   Sales professionals the world over know that their cold calling skills must continue to advance to keep pace with today’s modern and educated buyer. 

However, often the value and significance of the incoming call is overlooked.  Many fail to understand the depth and breadth of skills needed to answer incoming calls with success.  Below are three powerful tips to help you or your staff turn more incoming telephone calls into profits! 

#1:  A Clear and Simple Greeting
It seems thet everyone knows the old “K.I.S.S.” adage, yet not all manage to adapt the knowledge.  Please, keep your company greeting simple.  One of the most frustrating things in the world is to call a company for information and hear,

“Thank you for calling Absb*&#!alh, bakbesb&*)%…company, (unintelligible)…great service…(unintelligible)…may I help you?!”

What?!

Not even sure if they called the correct number, the potential customer is already dismayed! 

Keep it simple and intelligible.  A quick thank you and the name of your company are sufficient. 

“Thank you for calling ABC Widgets…”  

Depending on the structure of your company, the person answering the telephone may mention his or her name.  If so, make sure the name is the last thing the caller hears. 

Not Good…
“Thank you for calling ABC Widgets.  This is James speaking. How may I help you?”

Better…
“Thank you for calling ABC Widgets, this is James.” 

If the last thing the customer hears is the name, they are likely to respond using that name, which will help create rapport.

#2: Give Something to Get Something
Do not put potential customers on trial by seeking a ton of contact information before attempting to address their question.   Too often, the customer is asked to provide their name, telephone number, address, interest and the age of their first born child, DNA sample ( ) etc before they can get an answer to their question.

It makes sense to get some very basic information immediately, but address the customer’s question before asking for detailed “prospecting follow-up data.”

Asking the caller to divulge all of their information before you have earned the right…is not good.   Offer some help.  Offer some information. Become an adviser and earn the right to ask for future contact information.

Not Good…
Caller:             “Yes, do you sell the XJR Widget model?”

Sales Person: “I can help you with that…Who am I speaking with?”

Caller:             “Steve Smith.”

Sales Person: “Thanks for calling Steve.  And what company are you with?”

Caller:             “BBS Systems.”

Sales Person: “Great.  And what’s the best number to reach you….”

Arrrrggh!  Stop!  Answer the question!

#3: End the Answer to the Question with a Question
Trailing on the above tip, you need to answer the caller’s concern.  However, end the answer to the question, with a question. 

Better…
Caller:             “Yes, do you sell the XJR Widget model?”

Sales Person: “Yes, Steve.  We do sell the XJR Widget model.  Now, that usually goes with the XJR infusion system…do you use the XJR infusion system at your company?”

Caller:             “Yes, we do, and we are having problems with it”

Sales Person: “How long has yours been running?”  

Caller:             “Actually, just about two years.”

Sales Person: “Yes, most XJRs may need to be replaced if they have been in service for more than two years. What company are you with, Steve?”    

 Caller:             “I’m with BBS Systems.”

Be confident.  Answer questions. Offer advice.  Then ask questions. 

Give to get. 
Keep it simple.
End with a question. 

Happy Selling

Sean

Sean McPheat
Bestselling Author, Sales Authority & Speaker On Modern Day Selling Methods 

MTD Sales Training

Have you downloaded my latest report “The Sales Person’s Crisis”? Over 10,000 sales pros have.

Click on the image below to find out why you’re very existence as a sales person is in doubt…

Cold calling has always presented a ton of challenges for sales people, and with today’s modern and more enlightened buyer, those challenges have multiplied.  Along with those obstacles, the amount of cold calling advice that floods the industry has grown has well.

In the recent post, “The 3 Worst Cold Calling Tips Ever,” I highlighted the three worst cold calling tips out there.  Now, let’s take a simple and clear look at three of the best cold calling tips you can get.

Now these tips are not going to cover any tricks or what to say, instead it’s how you say it.

#1: Do Not Smile
I know this sounds simple and you’ve actually been told to smile when calling but you must get rid of the big phoney smile at the beginning of the call.  However, it seems easier said than done.  Many sales people are so conditioned to the habits of the Smile & Dial era that it is difficult to change. 

That big smile projects the image of the stereotypical telemarketer and puts the prospect on the immediate defence.  You need to project the image of a seasoned, trustworthy professional who is pleasant and personable, but not overjoyed. Why should you lose the smile? Well, that’s because the other 10 cold callers they had earlier in the day did exactly the same and they all sounded the same and you’ll be all treated in the same way irrespective of whether your offer is good or not. 

#2: Tone Down the Enthusiasm
The lack of that big smile will help tone down the enthusiasm, but quench it even more; at least at the very outset of the call.  Your enthusiasm is NOT going to force the prospect to get excited about your call; in fact, it does the opposite.  Calm down!  Allow your calls to take on a more business call atmosphere, rather than the tone of an exciting event. There is a time to pep it up a little but its not at “hello” beacuse you will be stereotyped again. Just sound normal!

#3: Do Not Be Perfect
Ok, you’re a real pro: you know your presentation, and you know exactly what you are going to say.  You even know what the prospect will say and how you will respond.  You have become flawless…and that is the problem.  

Normal, real-life telephone conversations contain many small mistakes, stutters and broken chains of thought.  When you are too perfect, the call takes on an unnatural tone, especially in the beginning.   You may want to use a small fumble or miscue in the first few seconds of the call, deliberately.  A small hesitation or stutter in the very beginning of the call makes you sound normal.  It will also help to dispel negative preconceived images in the mind of the prospect.   

The key is that you do not want to sound like the sales person who sits there all day and makes 100 outgoing calls from a proverbial “list.”  You want to sound like the executive that makes a select, chosen few calls to important people. 

Even though you cannot see the prospect and they cannot see you; on the telephone, image is everything!

Happy Selling,

Sean

Sean McPheat
Bestselling Author, Sales Authority & Speaker On Modern Day Selling Methods 

MTD Sales Training

Have you downloaded my latest report “The Sales Person’s Crisis”? Over 10,000 sales pros have.

Click on the image below to find out why you’re very existence as a sales person is in doubt…

Cold calling presents a ton of challenges to sales professionals at every level and in every industry.  Therefore, there are a plethora of tips, tricks and magical scripts to help sales people overcome objections, get though GK screens and close sales or set appointments.  However, out of this excess of advice, there are three so-called gems that are extremely misleading and can be counterproductive or even detrimental to your telephone selling success.

#1:  Don’t Take It Personally
You heard this one before.  You have people that hang up on you over and over, and you should just brush it off.  Just continue to accept the hang-ups as part of the process, and don’t take it personally.  “They are not rejecting you, just your services or products…” While this sounds like a sound and sensible sentiment; the fact is that it is impossible.  

This type of thinking is what causes burn-out in the telemarketing industry, and is one of the primary causes of phone-phobia.  It is personal.  Sometimes it is so personal, that the main culprit is the actual sound of your voice!

Instead of trying not to take it personally, understand that you need to make some changes in your telephone approach.  You may be suffering from the old Smile and Dial curse.  Either way, understand that if prospects continually hang up the phone on you, there is a problem and that problem begins with you…personally.

#2: You Often Have to Take Abuse
Many sales people believe that the only way to be successful on the telephone is to tolerate the abuse you may get from prospects in cold calls.  Many believe in the idea that you must “Endure the pain to make the gain…” philosophy. 

As in worst tip #1, if you often get overly rude and obnoxious prospects that tend to downgrade or humiliate you on the telephone, then there is a problem in your telephone technique.  As you upgrade and improve to solve the problem, in the mean time, you do not have to take abuse.  See tip #3.

#3:  Never Hang Up On a Prospect
While it is rare, there are times when you need to terminate the call.  Every once in a while you are bound to run into that truly horrible person.  No technique, skill or amount of kindness will stop this individual from lashing out at whoever it is on the other end of the telephone.  However, you do not have to sit there and spend your value time taking abuse.   

It is true, that you cannot lower yourself to their level, return like rudeness or just slam the phone down.  But you can “terminate the call with tact.”  

Firmly thank the prospect for his or her time, and then use a finger to disconnect the call.  Make sure the last words the prospect hears is you thanking them, and then use your hand so there is no sound of the telephone hanging up.  If the receiver touches the base of the telephone, it will sound harsh and rude. Instead use your hand to depress the button so the prospect barley hears a “click.”

If necessary, do this in the middle of a sentence.

Prospect:  “…And another thing!  I told you people to never call me again, and blah, yell, yell…”

Sales Person: “I really appreciate your time Mr Prospect.  Thank you!”  Click.

Stay professional, but don’t become a doormat.

Happy Selling

Sean

Sean McPheat
Bestselling Author, Sales Authority & Speaker On Modern Day Selling Methods 

MTD Sales Training

Have you downloaded my latest report “The Sales Person’s Crisis”? Over 10,000 sales pros have.

Click on the image below to find out why you’re very existence as a sales person is in doubt…