How do you get prospects to return your calls? Of course, it seems impossible to get a return call from leaving a message on a cold call. However, sales people also have problems getting calls returned from warm calls, or referrals given by satisfied customers.

So, what is it that you have to do in a voice mail to get people to call you back? Or should you even LEAVE a message in the first place?

The Objective
Just like any telephone sales call, you have to have a clear objective. When calling to set an appointment, you have to SELL the appointment.

When you call and get the dreaded voice mail, the objective becomes to get the prospect to return your call. Then SELL the return call, and ONLY the return call.

Return the Call
You must remember to sell and concrete only on getting the prospect to call back and nothing else. I know this sounds simple. However, while most sales people have think objective in mind, they do exactly the opposite in the call.

Look at this example of a voice message:

“Hi Ethan, my name is Sean Colby and I am with ABC Widgets. Your friend, Sarah Edmonds suggested that I give you a call. ABC Widgets sells the best widgets in town and they can really help you. In fact, Sarah bought some of our widgets and she was so impressed that she thought you might want some too. So, I am calling to see when I might set up a time to meet with you so I can show you the widgets and see if we can be of service to you. Our widgets are the best in the industry and Sarah agrees. So, please give me a call at 0800 123 4567 or you can send me an email at jevans@abcwidgets.com. You can also stop by our web site at abcwidget.com. I will be in your area next week, so anytime then would be a good time to meet or anytime at your convenience. Thank you”

This may sound like it makes sense, but actually our hypothetical sales person tried to sell too many things at once. He tried to sell:

1. His company, ABC Widgets
2. His products
3. The appointment
4. The email return
5. The value of the referral
6. The time for the appointment
7. Justification of the product
8. Industry recognition of his product and service
9. Their web site
10. His reputation and more

The last thing he sold was the return phone call, and guess what? No call back!
Do not make the mistake of forcing the prospect to make the big, hard decision of buying your product or service in advance. Instead, help them make the little, easy decision just to call you.

Let’s look at this same scenario, but this time with a sales person who understands that she should sell only one thing: The call back:

“Hi Ethan, Sean Colby with ABC Widgets. A mutual acquaintance, Sarah Edmonds, suggested that we speak with each other for a brief moment. I was able to share some information with Sarah that she was very excited about and she wanted me to talk to you. Please give me a call at your convenience and in a two-minute phone call, I can tell you what Sarah was so excited about. Please call my cell phone at 0800 123 4567 whenever you get a quick minute or two. Once again, that’s Joe Smith, with ABC at 0800 123 4567, and I look forward to talking with you. Thank you”

This sales person sold ONLY the return call. Also, note this professional stressed that the call would be quick and painless. He did not try to get the prospect to make a buying decision in a 30-second voice mail message. He just sold the importance of the returned call, the importance of talking for a quick minute and he made it easy for the prospect to do so.

If you sell only the return phone call, you will get few more return calls and in turn, you will contact a few more customers, close a few more sales and make a few more pounds!

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 your very existence as a sales person is in doubt…

Ok, you are a pro. You have been cold calling for years, and despite the trend toward e-prospecting, and e-everything else, you have still perfected the art of being able to pick up the telephone and CREATE business, almost at will.

There are a few of us that have no fear of the cold-call and know how to get through the tough gatekeeper screen, get through to the decision-maker and set appointments or close sales. However, there are some pitfalls that even the best-of-the best have problems handling. Speaking to the telephone sales specialists, avoid these three mistakes and you will move on to levels that even you never thought were possible!

Simply put, sometimes your skill can be TOO much.

#1 – Too Smart
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. Almost as if you have some type of extra sensory perception (ESP), you can cover every objection 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 much of the time, you will be wrong as well.

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

#2 – Too Quick
In addition to knowing too much, almost like somewhat of a psychic; 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. No one wants to feel as if they had no choice in the buying decision. Slow down and give the prospect’s objections and feelings some validity. Don’t overcome objections too fast and easy.

#3- Too Comfortable
Beginners and undertrained cold callers make the mistake of sounding too rehearsed, tense and phoney when making sales calls. However, the experienced pro can often sound too relaxed, loose and informal. You need to sound natural, and unrehearsed, but you must be careful to maintain a professional tone. It is easy to become so comfortable that your calls take on a casual, un-business like atmosphere.

Keep in mind that although you may have everything under control, the prospect cannot feel that there is a predetermined outcome.

You may be too good, but don’t be TOO good.

Happy Selling!

Sean

Sean McPheat
MTD Sales Training

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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 your very existence as a sales person is in doubt…

You can always find a multitude of tips and tricks for sales people. Sales techniques, closing strategies and prospecting avenues abound. However, I have found that usually these pillars of advice pertain to the sales person who has been with their company, at least for some length of time.

I am also guilty of this, in that most of my training and advice, assumes that you have at least some minimal sales experience. Yet, there are those out there who are just jumping into the game, just getting started and face some very different challenges.

Below are some essential tips for the brand new sales person who is just walking in the door.

Become a Customer
If it is at all possible, be a customer or user of your own product or service. Selling at its core, is a transference of feeling. In other words, if I can make you feel the same way I do about this product, then you will want it.

All the training and experience in the world, cannot take the place of true, personal enthusiasm for what you sell. If YOU are personally excited about what you sell, the prospect will see and feel that as well. When the prospect can see that YOU believe…THEY can believe.

If it is not possible to own what you sell, then get with customers. Get their feedback, feelings, and opinions. Get testimonies.

An Advantage Over the Experienced Pros
This is one way that the new, rookie sales person can actually have an advantage over their more experience co-workers. After selling the same product and making the same presentation over and over for years and years, many sales people begin to lose that genuine excitement for their product or service.

Let loose with a childlike passion and joy about representing your product, and you will soar above many experienced pros that have become lacklustre in their sales interactions.

Just Happy to Be Here
In addition to expressing your heartfelt enthusiasm for the product or service, let the customer see and feel how genuinely excited you are about the company you work with. If you have done your due diligence before you went to work for the firm, then you should have confidence and trust that you work for the best company in your industry. Let the prospect know that you believe in the firm, and they will too.

Leverage the Experience of Long-Term Colleagues
Boast of your successful team members. Let the prospect know that yes, YOU are new, but most of the people in your firm have been with the company for years, and have tons of happy, long-term clients. In fact, the longevity of the sales people and their reputation in the market place is the main reason you joined the firm, and you feel confident that you also will be there for the long term!

It Comes From Within
If you are new to the world of selling or just new to the company, there is a lot you have to learn and much growth is in store. There are skills and techniques that you do not know and that you need to know.

However, the old adage is true; people do not care how much you know, until they first know how much you care. Your belief in what you sell and what you do, will carry you as you learn and grow.

Happy Selling!

Sean

Sean McPheat
MTD Sales Training

(Image by  Digital Art)

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 your very existence as a sales person is in doubt…

The modern day sales process has changed, and sales professionals across all sectors and industries are having to change the way that they sell in order to engage and interact with the modern day buyer.

The days of the mighty cold call are fading away fast, as the modern day buyer simply doesn’t want to be sold to. Instead, the internet and has become the buyer’s best friend, and they can find out all about your business and compare and contrast you against your competitors all with just a few clicks of a mouse. 

The buyer is now in control of the sales process, and knowing how to redress this balance of power is so important for modern day sales professionals and business owners.

Sean McPheat, Managing Director of MTD Sales Training and best-selling author of eselling®, will be presenting a session on the modern day way to sell at the Business Boost 2012 event on June 1^st.

In this fun and engaging session Sean will show you how to prospect, position yourself as an expert and sell using the internet and social media. After this session you will go away with an understanding of how the sales process is changing and what you can do to even up the odds with the modern day buyer.

But don’t just take our word for it – here’s what David Brent, from The Office, has to say:

Sean will be joined at the Business Boost 2012 by an array of high impact speakers including Steve Maraboli, Adrian Webster and Sandro Forte. The event is being held at the National Motorcycle Museum in Birmingham on June 1^st and tickets are going fast, so book now to ensure you don’t miss out – www.businessboost2012.co.uk

Regards,

Louise

Louise Denny

Marketing Manager

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

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

You face some objections so regularly, you know well in advance you will get them and you know how to answer them. You also have customers whom you have closed by overcoming those same objections. Here is a way to leverage those clients to overcome objections and close more sales.

To Start, Make an Investment
To start to build your book of testimonial letters, put your money where your mouth is, and close at the same time. Offer to, in effect, pay the prospective customer for the testimonial letter, while discounting the price and close for the sale. Here is a generic example:

Sales Person
“Ethan, if I understand you correctly, your concern is that our advertising plan may not bring you in the amount of new business I mentioned in the proposal. Is that right?”

Prospect
“Well, yeah. I mean, you SAY that the plan will bring me in 30 to 40 new customers a month, but I can’t really know that…”

Sales Person
“Ethan, I am so confident that the plan will bring you in that amount and more, that after just two weeks on our service, you will have so much new business, that you will be ready to write a testimonial letter for me. And I am so sure of that, that I will put my money where my mouth is.

Here is a proposal for you. Immediately after our service begins, start to keep record of new customers. Nothing elaborate, but when people come in, just ask them how they heard of you, and note how many say it was from one of our systems.

Then, I’ll ask you to write a letter for me about how many new customers the service brought in; a letter that I will keep with me to show other prospective customers.

I am so confident that your letter will say that our plan brought you in a ton of business and paid for itself overnight, that I will even pay you for that letter right now!

That letter is the best type of advertising we can use. It will help me gain more clients and save us on marketing costs. I will pass some of that savings on to you right now…

I will take £450 off your cost to show you that I am totally confident that you will give me a positive letter in two weeks. Ethan, will you write me a testimonial about how much business the system brought you?”

As always, that is not meant as a script, but a very generic example. Get commitments for testimonial letters as you close and use different objections. Make sure to let the prospect know exactly what the topic of the letter should be. Of course, that topic is the very objection they are using.

The Old Feel, Felt, Found
Now after some time, you have a portfolio of testimonial letters focusing on various objections. Now use those; again to get MORE letters and close MORE sales.

Sales Person
Sarah, I understand perfectly how you feel. Many of my best customers actually felt the same way. In fact, one of those clients owns a shop not far from here and he felt exactly as you. He was uncertain that the plan would work for him as well.

However, he found that it did a fantastic job; so much so, that he even wrote a letter…let me show you… “

Take it to the next level, and have happy and satisfied customers be willing to accept a telephone call from prospective customers.

Use testimonials and elevate “feel, felt, found” to another level!

Happy Selling!

Sean

Sean McPheat
MTD Sales Training

(Image by 89 Studio)

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 your very existence as a sales person is in doubt…

I talk a lot about qualifying the buyer. You need to spend your time talking to and working with those prospects that CAN do business with you. So you do need to qualify potential buyers to your minimal levels and try to screen out those that may prove to be a waste of time.

However, I find that many sales people go too far with this. Some are so afraid of under-qualifying, they OVER-qualify; eliminating qualified buyers and missing legitimate sales opportunities.

Following are a few tips to help you make sure you are not closing the door on opportunity when it knocks. Depending on what you sell and your sales process, some of these thoughts may not apply, but I think you’ll get the idea.

The Perfect Prospect
You have the image, the exact parameters and the makeup of what is the perfect prospective customer for your product or service. However, you must be careful not to force EVERY prospect to meet those qualifications before you decide to give the opportunity your best effort.

You may think that waiting on that perfect prospect is prudent because you only spend time with “Buyers.” The truth however, is that waiting on the perfect prospect is simply being lazy. That so-called perfect prospect, in most cases, represents the easy, lay-down sale.

Stop waiting for the perfect prospect and start converting marginal prospects INTO perfect prospects. Better yet, start turning marginal prospects into perfect clients!

Minimal Qualifications, Maximum Effort
Define the minimal qualifications a prospect needs to do business with you. Then, give every prospect who meets those qualifications, your best effort in closing the sale. Too often, sales people give less effort and attention to those prospects that do not APPEAR to be of the highest quality. Don’t judge a book by its cover.

Do Your JOB!
Usually, part of that over qualifying is due to potential funding or the lack of a pre-established need. In other words, if the prospect does not seem to have a clearly defined budget and readily available funds, or if the prospect cannot yet firmly define the need, then the thought is to pass over this lead.

Think about that though. You want a prospect that already knows exactly what they need, knows exactly what they will spend and has the check ready? If that were the case, then why would any company need you? Why would anyone pay a professional sales person to get that business?

Stop waiting for the prospect to do your job for you.

As a professional sales person, YOU need to uncover the problems. YOU need to expose the need. YOU need to help the prospect with funding.

YOU NEED TO HELP THE PROSPECT BUY.  Go to work!

Happy Selling!

Sean

Sean McPheat
MTD Sales Training

(Image by David Castillo Dominici)

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 your very existence as a sales person is in doubt…

It’s that wonderful time of the year again! Unfortunately, for many professional sales people, this otherwise joyous and happy time spells a predictable period of slowed sales and reduced income caused by an age-old seasonal objection.

“It all looks very good, but I think I will wait until after Christmas…”
“We are going to hold off until the beginning of the New Year…”

Below are three powerful tips to help you deal with this yearly Christmas break objection.

#1. Up The Urgency
While you always need to infuse a strong sense of urgency in your sales interaction and during the entire sales process, during this time of year, it is imperative that you overwhelm the prospect with the need to act today.

If you have done a proper sales interaction, you should have uncovered some real problems and pain the prospect is having, and exposed the need. You should be able to show the prospect that they are losing or suffering in some way.

Relate the Problem to the Christmas Break
Now take the problems that you have unearthed and relate them directly to the Christmas Break, and illustrate how those problems intensify, grow and become worse during the holiday.

As an example, consider a situation where the prospect is losing customers and your product or service helps solve the problem. If the prospect’s potential customers increase during the holiday, then they lose even more customers during that time.

Relate the problems that you solve to the negative effects of Christmas. Explain that this time of year is not the time to wait, but the most important time to act.

#2. Use the Holiday Yourself as a Positive
Use the Christmas Break objection as a positive reason to act now, before the prospect can use it as a reason to stall. Start out talking about how this time of year is exactly why you are there now.

“Susan, since your store traffic increases so much during this time of year, the savings that our X22 System provides increases dramatically as well. That is why I wanted to get together with you before the start of the New Year.”

“Steve, you get the most value from our service during Christmas, since so many of your employees are out of the office. In fact, the system could actually pay for itself between now and the start of the New Year.”

#3. Expose the Real Objection
Like most economy objections, the Christmas Break objection is usually something else in disguise. Figure out the real objection and deal with it. Here is an example:

Prospect: “Like I said, I love the idea, but I need to wait until after Christmas before I do anything. “

Sales Person: “Sara, can you help me understand exactly what will be different in mid January? I mean, what will change between now and then?”

Prospect: “Ah, well…I’ll have a new budget first of all. I don’t really have the funds right now.”

Sales Person: “Ooh! So, then what you are saying is that it is not actually Christmas, but rather that right now you don’t feel you can afford it. Is that right?”

Prospect: “Yeah.”

Now deal with the affordability objection. Another example:

Sales Person: “Ethan, what is it that will be different between now and after Christmas?”

Prospect: “Ah, well, I don’t’ know. I just rather wait until then.”

Sales Person: “So, it is not that anything will change, it is just that you have not made up your mind?”

Prospect: “Ah, yes. I’m so busy during this time; I just need some time to go over all of the options.”

Sales Person: “Oh, ok. Then it is not so much about Christmas or even the New Year. It is really that you just feel you need time to think about it. Is that right?”

Prospect: “Yes. And next month I’ll have more time to sit down and think about everything…”

Now deal with the “I want to think about it,” objection.

Push the urgency.
Use Christmas as your objective, rather than the prospect’s objection.
Expose the truth.

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…

It is true, that you never get a second chance to make a first impression.  As a sales professional, it is imperative that the first impression the prospect gets of you be a good one, and it starts with your appearance.  However, here are 10 subtle, seemingly small items concerning your appearance that many sales people overlook.   Keep these things in mind as they are easy to forget and take for granted.

1. Bad Breath:  Ok, so you are convinced that you do not have a case of genuine halitosis.   However, it does not take much for your breath to assume a foul odour for a short period of time, especially after you eat.  Just keep some breath fresheners with you at all times and be sure. 

2. Food in Teeth: Before the end of that lunch with that important prospect; go check your teeth.  It is extremely difficult to pay attention to or take someone seriously, who has a small piece of broccoli stuck in their teeth. 

3. Dirty, Chewed Fingernails:  While a few women falter here, this seems to be an area for which most men pay no attention.  Clip and clean your fingernails.  You should actually maintain a decent manicure, and that goes for gentlemen as well.  It is more important than you may think!

4. Dirty, Unpolished Shoes:  Another area many believe is unnoticeable is your feet.   Scuff marks, dust, grass and other things your shoes pick up, detract from your professional appearance.   Pay attention to your footwear. 

5. Brief, Attaché or Laptop Case:  Make sure your carry case that is in good shape, both inside and out.  Don’t open a great looking case only to reveal a completely disorganised mess of scattered papers, old sticky notes, business cards and chewing gum wrappers all over the place. 

6. Products and Sales Presentation Material:  You should completely clean, refresh and replenish everything you use in your sales interaction everyday.   Get rid of the writing tablet that has tattered edges and only 20% of the pages left in it.

6. Ink Pen:  Breakdown, give in and finally invest in a decent writing instrument.  A little plastic 10-for-£1 pen is not the best thing to use when asking someone to sign a £10,000 contract. 

7. Noise, Ear Hair:  Please trim.  Enough said.

8. Coffee, Beverage Stains: Drops of coffee seem to have the uncanny ability to target the most visible spots on your tie, suit or dress.  Many saucers and even coasters do not absorb enough liquid to prevent dripping.  Use a napkin under your cup and spoon.

10. Belts, Accessories:  A worn, fraying old belt will completely ruin your outfit.   Everything on your person is important.  Pay attention and be sure to notice the condition of all accessories.    

Someone might be thinking, “Come on Sean; these are trivial things.”   To that I say, maybe it’s time that you start to sweat the small stuff!  

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…

It is imperative in today’s marketplace and dealing with the modern-day buyer, to understand the true nature of your job as a professional sales person.  Your job is to help; to be of assistance, to serve.

However, too many sales people still see the selling situation as a competition between buyer and seller.  It is the outdated “Pitch” mentality. Many sales people approach the sale as a battle, a fight in where someone must win and someone must lose.

To be successful today, you have to adapt to the mindset that there is no competition between you and the buyer. There is no win or lose. You and the prospect are on the same side. Keep the following philosophical concepts in mind when selling, in particularly when asking for the order.

It is not a fight; you are on the same side.
You and the prospect want the same thing: for the prospect to make the best decision. When the prospect objects, it is not a problem just for you. It is an issue for you both.  Approach the objection with the understanding that you need to help the prospect deal with the issue so that you can both get what you both want.  Be careful not to think that you want different outcomes. When you do so, you create an adversarial attitude in your mind that becomes evident to the prospect.

There is only Win-Win or Lose-Lose
There is no win-lose in selling.  Either you both win or you both lose.  When you view the close as a win-lose scenario, it affects how you think.  If you believe that only you lose and the prospect wins if the prospect does not buy, then you can only think in terms of yourself.

As you are closing and persisting, in the back of your mind is self-preservation. You begin to think of your commission and pride and not the loss to the prospect.  This feeling comes through loud and clear and the prospect “feels” that you are pressuring them for your own good and not for their benefit.

Persist with empathy
However, when you believe that if the prospect does not buy, they will suffer even worse than you; then your persisting takes on a different tone.   When the prospect feels that you are persisting because you genuinely believe that it is in their best interest; they understand and appreciate your persistence.

The sales process is not like a fight.  It is more like a dance, where you must gracefully lead your partner across the floor.

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…

Here is a very interesting question I received the other day from a new sales person.  It is a common problem that sales people who are new to the selling profession or are just starting with a new company; often run into.   

“I have just started with a new company and prospects seem to know that I am new right away.  Since I have little experience in this industry, I have trouble gaining the buyer’s trust.  They ask for history and for client references that I do not yet have.  How can I develop a successful performance record and client list if I need to show a successful performance record and client list to develop one?”

Here is my take on this…

• Do not try to hide the fact you are new; be excited about it
• Become a customer, build the value of the product and company
• Be happy to qualify as a sales rep for the company
• Leverage the success of your colleagues

Do not try to hide the fact you are new; be excited about it
First, do not ever try to avoid or conceal that you are new.  In fact, be proud and excited about it.  Let the prospect know that you are thrilled and honoured to be working with such a company, representing such a great product.

“Mr Prospect, I am so excited and even grateful to be working for XYZ Widgets.  As a new member of their sales team, I can see how they treat their customers and employees.”

Become a customer; build the value of the product and company
Enthusiastically explain to the prospect why you chose this company and product or service. Selling is essentially a transference of felling; meaning that if you can help the prospect to feel the same way you feel about the product, they would buy it like you did.  If you joined the company purely for reasons of money, then you made a mistake.  Only sell what you truly believe in.  Let the prospect know why you are so excited to sell this product and work for such a quality company and build up the company.  Explain why you chose to work for the firm.

“Looking for the right company to work for, Mr Prospect; I did my research.  I can only work for a company that I know provides quality service to their customers.  I mean, if I am to represent them, I HAVE to be sure, and with XYZ, I am more than sure.”

Be happy to qualify as a sales rep for company
As you build the creditability of the company, also add how they have strict hiring guidelines and only hire quality people.  Explain this organisation only hires the best people for long-term, career positions and you are proud that you passed the test.  

“Also, Sharon, XYZ is strict and careful about whom they hire.  The average sales person with us has been there over ten years!  They only hire quality people and I am glad my history passed the test.”

Leverage the success of your colleagues
Finally, leverage the success, reputation, history and client lists of your associates.  If you need help doing this, get with your sales management.  You should easily be able to reference other people in your company and point to their clients and history.

“Mr Prospect, my supervisor, Steve, has been with us for 32 years and he has over 100 satisfied customers in this area.  When you buy from me you get my whole company.”   

Don’t run from newness convert it into freshness.

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…