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

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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

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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

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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.

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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

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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

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32 years ago Brit band “Buggles” released their smash hit “Video Killed The Radio Star”, which paid homage to the way that technological advantages in television had crushed the success of the radio with its modern capabilities.

In today’s modern world, could we now be seeing the start of a new revolution? Has the internet and social media killed off the more traditional ways of selling? The outdated methods of cold calling, face-to-face networking and door to door sales are failing fast in the face in the ever-blossoming rise of the internet.

In order to understand how has this come about we need to look at the way selling has evolved over the last 30 years.

The Evolution of Selling 

The way that we sell has gone through massive changes over the last few decades. Let me explain the evolution of the sales process to you:

Essentially we have moved from an era whereby sales professionals would just turn up and roll off their sales pitch to the buyer – which was nothing more than a one-way monologue in which the sales person would simply push their product or service on the client – to the realisation that in order to sell a product or service to a client, sales professionals need to pull out the problems the buyer is having during a two-way discussion and THEN show why their product or service would be a solution to these problems.

This process took an even greater leap forward with the invention of the internet, as buyers now had a world of information at their fingertips, meaning that they could “google” all about the product or service, the company and even the sales professionals themselves before they decided to enter into the sales process.

Today, the buyer is now even more informed and knowledgable about you, your company and your products and services than ever before, as they not only come prepared with vast amounts of information about the product or service, but they also engage in a dramatically high level of social media discussion – in which they can gain peer recommendations about who they should be buying from and potentially be discussing your company with past customers and even your main competitors.

The Modern Day Buyer

So the big question then: who is the modern day buyer and how do they now decide to make a purchase?

Today’s buyers are much more sales savvy than their predecessors – they conduct research online about your products and services, your company, your competitors and they can even find out information about you on a personal level as well.

They want more choice, they want more for less, they want to bash your prices down and play you off against your competitors until you are practically giving it away! Buyers today are much more ruthless than many sales professionals realise – and this is because they are far more prepared and well informed than ever, before you even get the chance to speak to them.

There are some big questions you should be asking yourself when it comes to engaging with the modern day buyer. What online tools are they using to find out about you, your company or your products and services? What discussions are they having with other potential customers, current customers or even your competitors about your products or services?

Your buyers are an upgraded version of those you have encountered before; they have changed the way that they buy…but have you changed the way that you sell?

Cold Calling R.I.P?

Cold calling as we know it is dying. Sales professionals hate making cold calls and people hate receiving them. Just look at these statistics and you will see why cold calling is fast becoming a dying art form:

• 73% of decision makers won’t accept an inbound cold call – Market Transformations
• 90% of consumers trust peer recommendations – Nielsen Global Online Consumer Survey
• 2 out of 3 decision makers place more trust in their own research than in sales people – Market Transformations
• 90% of buying decisions are based on internet research – Gartner research

People want to buy; they don’t want to be sold to – so going in for that hard sale just a few lines into a cold call that your buyer didn’t even want to receive is not likely to get the desired response.

What you should be doing is “smart calling” – you need to make a connection with your prospective client first, by starting a discussion on Facebook or LinkedIn, or tweeting them an interesting link on Twitter which might help them solve a problem they are having. Once you’ve built this initial relationship with your client in the online environment they are most comfortable in, then  – and only then – do you make the call.

The Social Media Revolution

The Social Media Revolution is well and truly upon us and here are some interesting facts you that should know:

• More than 30 billion pieces of content are shared each month on Facebook – Facebook Press Office
• Twitter gets more than 300,000 new users every day – The Chirp Conference
• A new member joins LinkedIn every second – LinkedIn Press Centre

There has never been a more vital time to be out there on the internet, where you can be found, interacting with potential buyers and making a proactive effort to be involved with the discussion and sharing happening in the world of social media.

You need to contribute to groups, forums and discussions. You need to position yourself online as a trusted advisor and industry expert, who can be relied upon to give good, solid and honest advice to support your buyers with whatever queries they may have.

Everyone likes to feel like they are getting something for nothing, and if your prospective clients feel like you are giving them your time and expertise without immediately demanding something in return you will be amazed at how quickly you can become the go-to-guy when they buyer decides they’re finally ready to make a purchase.

Your buyers are now in control; they know what they want, they know when they want it and they do their research.  They don’t want to be interrupted with your call and they want to buy from someone they feel like they can trust.

By using the right social media and internet-based resources, you can start to network online, build up a reputation as an industry expert, build up your personal brand and find the people who are already interested in your products and services.  Once you have established this first point of contact with them you’ll find it so much easier to make that sales call.

Happy Selling

Sean

Sean McPheat
The UK’s #1 Authority On Modern Day Selling
MTD Sales Training

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After years of on-the-job training, and tens of thousands of cold calls, you have finally arrived. You are a pro.  You are able to pick up the telephone and make appointments seemingly at will.  However, do not get too comfortable, because even at your level, there are some major mistakes you must avoid.  Below are the three most common mistakes the best of the best make.

#1.  Failing to Listen and Making Assumptions
There comes a time when you know exactly what almost every prospect is going to say. You know every possible objection and you know how to handle each. You often cover the objections well before they arise.  It is easy to begin to assume that you know what the prospect is going to say before they actually say it.  While you may be correct 80% or even 90% of the time, there are still those that you misjudge.

In addition to assuming incorrectly, even when you are right, you will tend to cut the prospect off, sometimes in mid sentence. You must remain open minded and listen to every response completely.

#2. Having All the Answers Too Quickly
Following along the above mistake, always being right and having all the answers at the tip of your tongue is a mistake. Prospects will often object simply because they feel you left them no objection.  They feel you are too prepared and they have no control.  Though you must maintain control, the prospect needs to feel as if they are in control.

#3. Being Too Comfortable
Beginners and under-trained cold callers make the mistake of sounding too rehearsed and tense.  However, the experienced can often sound too relaxed.  You need to sound natural, and unrehearsed, but you must be careful to maintain a professional tone.  It is easy to be so comfortable that your calls become too casual and even amateurish.

When you become the best of the best, remember that there are a new set of obstacles to overcome.

Happy Selling

Sean

Sean McPheat
The UK’s #1 Authority On Modern Day Selling
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…

The sales person invests a ton of time and money getting the correct contact information.  He then calls several times to reach the decision maker and works hard to get pass a tough gatekeeper screen.  He overcomes several objections with the prospect and finally sets the appointment. 

However, now elated and a bit anxious that the prospect may change her mind; he rushes off the telephone, causing the prospect to experience immediate buyer’s remorse.  Surely enough, the appointment ends in a cancelation or a no-show. 

Setting the appointment is not the end of the telephone call.  You must end the call appropriately and here are three powerful tips to help you do that. 

Summarize and Reconfirm
After setting the appointment, first summarize the information and reconfirm the appointment.  Double check dates, times and other factors.  This may seem redundant or you may feel it is a waste of the prospect’s time.  However, it is important.  Let the prospect know that you are someone who is careful never to make mistakes or cause misunderstandings.    

“Once again, Ms Prospect, I really appreciate your time here today, and you will appreciate the information I bring to you next week.  Now, let me just double check one more time, I always like to be extremely thorough.  You are located at 635 North Bending Place, and you are going to meet me there, next Tuesday, that’s the 15^th at 3:15, is that correct?”

Leave the Prospect with the Logic
Remember that in setting an appointment, you are making a sale.  You have to sell the appointment and treat it as a sale.  So, keep in mind that people make buying decisions based mostly on emotion and then use logic to justify the decision.  Therefore, you use the emotion in setting the appointment, and then wrap it up by leaving the prospect with the logical reasons for the meeting.  Leave the prospect with the numbers, the value, and the benefits he or she will receive from the meeting.  That is, the benefits of the meeting only and not the purchase of your product or service. 

“…that’s the 15^th at 3:15, is that correct?  And again, Mr Prospect, regardless of whether you decide to business with us or not; in that 30 minute meeting, I am going to show you exactly how to increase your production-line efficiency by 10% or more.”

Let the Prospect Hang up First
Finally, always wait and let the prospect hang up the telephone first.  This may seem like an obvious common courtesy, but it is more.  The sound of you hanging up the telephone can have a lasting negative image in the mind of the prospect.  Also, often the prospect may have a last-second thought or question.  When you go to hang up the telephone, there is a second or two that the telephone is away from your ear, before you actually terminate the connection.  Sometimes, the prospect says something during that brief moment and in return, all they hear is a click. 

After, you have expressed your regards, just wait.  Wait until you are certain the prospect has closed the line.

Summarize and reconfirm.

Leave the prospect with the logic. 

Let the prospect hang up first… 

…and you will consummate more quality appointments, have more sales interactions and close more sales. 

Happy Selling!

Sean

Sean McPheat
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…