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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You worked hard to get your foot in the door, and you finally reached the decision maker (DM).  It took a few minutes, but you established some rapport in the initial cold call.  You sent out your information package and called back in anticipation of setting an easy appointment.

However, you reach the prospect, and she does not seem to be anything like you remember.  The call starts out seemly more frigid and awkward than the first cold call.  Is this a warm call? Now instead of setting an easy appointment, you struggle to regain the bit of rapport you had.  The prospect stalls, and you resolve to try for the appointment again on the next call.

However, in the next call it seems the same thing happens.  The sale stagnates in the sales process.

If this situation sounds familiar, you are not alone.  Sales people make several mistakes on the follow up call to set an appointment after sending literature.  Below is Tip#3 to help you set more appointments in this sales process.  If you have not already done so, please read Tip#1 and Tip #2.

Tip#3: Take Personality Notes
What is it that makes a cold call cold?  Of course, it is that you and the prospect are complete strangers and there is no rapport or familiarity.  However, you may find that often your second, third and consequent warmer calls, begin just as cold.  

The reason for this is that during that rapport building first call, you get to know a little about the prospect.  You become aware of their personality, speaking patterns, and some likes and dislikes.  However, after the call ends, you make notes as to what happened in the call but usually all you enter is information as to the disposition of the call and no information as to the prospect’s personality, mood or mental disposition.  A week or so goes by and you call back, with no “feeling” of the person you spoke with before.  Therefore, the call begins just like the first—cold. 

The Solution
Take personality notes to reference the prospect’s attitude, mood, pace of speech and more.  Use the information to help you begin the second call, exactly where the first call ended.  Here is an example:

On the initial cold call, you reach the DM who you find to be an enthusiastic, jolly type of fellow who mentioned golf a few times.  He also talks so fast, sometimes it is hard to understand him.  During the few minutes in the cold call, you got to know him a little, and started to establish a relationship. 

Now, on the second call, if you have not written those personality notes down, you start out all over again from the beginning.  If you have personality notes however, you know immediately to begin talking fast and upbeat and to mention golf.

You can use symbols to help you remember the “feeling” of the conversation and the prospect’s personality.  Perhaps you might use an “!” to denote an upbeat personality and a “?” for someone who is more subdued. 

Try “S-1” for someone who speaks really slowly and “S-4” for the fast talker. 

Record more than just the deposition of the call.  Record the “feeling” of the call and it will help you begin the follow-up call as if the first call ended just minutes before!

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.

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You did everything right: you prospected and qualified the decision maker (DM), got pass a tough, sophisticated gatekeeper screen and reached the DM who agreed to receive your wonderful package after you established some good rapport. 
 
However, when you call back to accomplish the next step in the sales process, to set the appointment, disaster strikes.  First, this once very available prospect has become strangely elusive.  After, a dozen phone calls, you accept the fact the prospect is avoiding you.  Finally, you reach the DM only to have this once cordial person, quickly brush you off the telephone.    
 
Does this sound familiar?  What happened? 

There are statements and questions most sales people ask when following up on literature that cause this type of problem and hamper the sales process.  Below is the second of three powerful tips to help you avoid the above problem and set more appointments.  Also, please read Tip#1, if you have not. 
 
Tip #2: Put Less Focus on the Material
Usually when the above situation occurs, it is largely because you have put too much emphasis on the material and the material itself, contains too much information.  Often, to push the sale forward, sales people over-sell the material when there is some resistance in the first sales call.
 
“Mrs Prospect, just let me get this important information in your hands and you will see…”
 
When you put too much importance on the material, you cause three situations:

1. If the prospect has not read the material when you follow up or does not remember the material, they must avoid you.  You told them how important it was.  Instead of facing you, it is easier to avoid you.
2. You have turned a simple follow up call into a major ordeal.  It is as if you are going to call back essentially to check on the prospect, after you have sent this super-important information.  Is there going to be a test?  The prospect does not look forward your call.   
3. You have handed the prospect the excuse to put off setting an appointment.  You stressed how important the material is.  Therefore, if the prospect says they have not yet received or read the material, you must wait until he does.  You call to set an appointment the prospect objects with:

 “Well, let’s wait until I’ve had a chance to go over the material, first.  Call me next week.” 

In addition to the above problems, often the material you send simply has too much information.  When your introduction package contains enough information for the prospect to make a decision, then why do they need to see you?

“Yes, I’ve went over your material…and everything looks real good.  But I have all the information I need; I will call you when we’re ready…”

Too much information also causes the prospect to avoid you because they now feel the next step has to be a buying decision.  All you want is an appointment, but in the mind of the prospect, it is a buying decision.

The Solution
First, do not put much emphasis or importance on your literature.  It is a business card—that’s all.  Inform the prospect that all you are sending is a brief introduction, and little history of your company and perhaps your bio.  Also, make sure your information is not enough to make a decision.

Lastly, inform the prospect during the first call that you will be calling back to set an appointment. 

“Yes, Steve, I would like to send you a small package, just to introduce myself and give you a better idea of who we are.  Then, I’ll give you a call in a week or so and we’ll see if we can figure out a time we can sit down for a few minutes—Ok?  Let me double check your address…”

Then when you call back, don’t forget Tip#1:

Sales Person:   “Yes, Steve, Susan Smith, here, AAA Conversions.  I sent you a small package last week, I know you probably haven’t had time to go over it yet, but I was wondering, did it arrive safely?”

Prospect:         “Ah, yes, I’ve seen it.  But, no I haven’t read it yet…”

Sales Person:   “It’s just some introductory, information Steve.  You can get a look at it when you get a chance.  I know how busy you are; in fact, that is why I’m calling.  My schedule is tight also, and I am wondering if we might get together for a few minutes next Tuesday afternoon, or would very early on Thursday be more convenient for you?”   

The material is simply a stepping-stone, a business card.  Put less focus on it and set the appointment!

Coming Friday, July 29, 2011—
Following Up on Literature to Set the Appointment:  
Tip #3: Take Personality Notes

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…

You worked hard to get the contact information of the decision maker (DM). You then persevered through hard gatekeeper screens, relatives or other obstacles to reach the DM finally on the telephone. You established some rapport and interest and the prospect looks forward to receiving your literature. Everything is going along perfectly as to your sales process.

However, when you call back to set an appointment, the prospect seems to have switched to an alternate personality. The interest and rapport are gone and the prospect rushes you off the telephone. What happened?

Believe it or not, you caused much of the problem. There are statements and questions most sales people ask when following up on literature that actually hamper the sales process.

What follows is the first of three important tips to help you avoid the all too common above scenario and set more appointments when following up on literature.

#1: Remove the Pressure
The biggest mistake sales people make when following up on sales literature to set an appointment is they ask the DM if they have read the material. It’s usually something like this:

“Mr Prospect, I sent you some literature in the post, have you had a chance to look at it yet?”

This is an extremely harmful question. First, in most cases the prospect has not read the material or may not immediately remember the material or you, the sales person. The prospect now feels pressure to have read the material because you sent it. The prospect feels as if she is the cause of some delay. The prospect feels as if he has not lived up to your expectations.

This causes the prospect to defend him or herself. That is why you hear the DM respond with excuses like, “Well, uh…I was very busy last week…” or “I was out of town…” etc.

With that one question in just three seconds, you have created an adversarial atmosphere:

1. The prospect is on the defense
2. The prospect is trying to justify himself
3. The prospect feels indebted to you
4. The prospect feels as they are at fault somehow
5. The prospect feels they have not lived up to expectations as a business person

The Solution
Do not put the pressure on the prospect to have read or even received the material. Instead, put the pressure on the post or other people in the prospect’s office. Also, exonerate the prospect. Assume they have not yet read the material and that such is ok.

“Mr Prospect, I sent you some literature in the post, I know you probably haven’t had time to look at it yet, but I was wondering…did it arrive safely?”

“Susan, I sent that package to you last week, I know how busy you are and you probably haven’t had a chance to look at it just yet. But do you know if it ever reached your desk?”

With this approach, the prospect feels no pressure and has no need to turn defensive. In addition, the prospect cannot come back with the excuse, “I haven’t read the material yet, call me back…” Also, if by chance the prospect has read the material, then he has exceeded your expectations and feels like a hero!

Coming Wednesday, July 27, 2011—
Following Up on Literature to Set the Appointment:
Tip #2: Put Less Focus on the Material

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…

If you know anything about me and MTD Sales Training, then you know that I do not subscribe to the theory of a canned “telephone sales script.”

In fact, I constantly talk about and teach that you must have a telephone sales presentation that is well PLANNED but certainly NOT CANNED.

It is not so much about the exact words you use, rather as the method, approach and the understanding you possess of what you are doing. It’s all about having a framework in place.

However, with that disclaimer firmly in place, I must say that there is one thing you can actually say that, when added to a business-to-business call, and even some consumer calls, will radically and instantly increase your effectiveness on the telephone.

Before I give you these couple of magic words, let me explain why they work, because actually it is this understanding and this empathy for the customer that is ultimately why this will help you be more successful.

First, understand that customers want to know that they are important.

They want to be important to you and your company and they want VIP treatment. Every customer and potential customer has an inner desire, perhaps need, to know that you and your company deeply values them and their business.

The second thing to understand is that the best way to help the customer feel important is for YOU to be someone important. The more of an important person you are and you are in your company, the more important the customer will feel.

Imagine calling a software vendor to possibly purchase a Microsoft software application and the sales assistant handling your call, says, “Hold on a moment.” Then a voice comes on the line and says, “This is Bill Gates, and I thought it best that I handle YOUR call myself.”

You would have to be impressed!

The main problem that occurs when you come across as a run of the mill, everyday, low level telemarketer, is that it makes the customer feel like they are not very important.

That they are just another number.

I mean, if you are one of the least essential people in your company; if you are on the bottom of the organizational chart and you are handling their account, then just how much does your company value the customer?

You must project the image as a very important person in your company and in your industry. Now, as sales professional, we know that the sales person indeed IS the most important person in the company, but the customer dose not usually feel that way.

So, the question is how can you present an image as being the “BIG DOG” without misrepresenting your position or true occupation?

If you can project the image of “Bill Gates,” within the first few seconds of the cold call, your customer will feel important, and the more important the customer feels, the more it will dramatically and instantly increase the likelihood that they do business with you.

So, with that explanation let me give you a phrase that will do this very effectively.

“I thought I’d call you personally.”

That’s it.

Just add this line to your introduction.

“I thought I’d call you personally,” with a little bit of emphasis on the word personally.

It might look like this:

“Yes, Mr. Prospect. Steven Mills with ABC Software. Mr. Prospect, I thought I would call you personally. You see, with the latest computer virus attack, many mid-sized corporations….”

You will be shocked and amazed at what this does.

First it gives the immediate impression that you may have a slew of people or subordinates who usually make these calls for you. And if you think about it, that is actually the case all around the word today.

Businesses have largely taken to outsourcing their cold calling or more aptly put, they have taken to “down sourcing” their cold calling; assigning the duty to low level telemarketers or telemarketing firms, many in countries where English is a second or third language.

It is very likely that the customer gets calls from someone OTHER than the principal.

But not this time! NO!

This customer is too important for you and your company to allow any one other than the main head honcho him or herself to make the call —– YOU called personally!

“Yes, Lisa Johnson with ABC Widgets, and I thought I would give you a call personally Mrs. Prospect — do you have a quick minute?”

Call personally and watch your appointments and sales rise!

Sean

Check out our telesales training courses

_______________________________

Sean McPheat
Managing Director
MTD Sales Training

Telephone:
0800 849 6732

Website:
http://www.mtdsalestraining.com

Have you downloaded my latest report yet? “The Sales Person’s Crisis” has been downloaded by over 10,000 sales pros and entrepreneurs. Don’t miss this unique report that lifts the lid on modern day selling!

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Or should that read MAD about prospecting?!

No, I was right the first time!

When you prospect over the telephone do you always get stuck with the people who can never make the decision?

Do you know of the three types of people that you should aim for when prospecting?

Well, the person you should ultimately get through to should be a MAN!

No, not MAN as in gentleman! I mean the acronym MAN.

MAN stands for:

Money
Authority
Need

The people you should get through to should either hold the money in the company and be able to spend it, have the authority to make decisions or they should have the need for whatever you are selling.

If they have all three then it’s SHOWTIME!

Always make sure your calls focus on one of these types. Now, I know you should always go for those people who can make the decisions.

But if you go after the “NEED” person the call should be positioned around influencing them to make the right noises with the people who can make the decisions to go with your product etc. An “insider” on your side can work wonders when you eventually get around to talking with the decision maker.

Happy selling!

Sean Mc

Have you downloaded my latest report yet? “The Sales Person’s Crisis” has been downloaded by over 10,000 sales pros and entrepreneurs. Don’t miss this unique report that lifts the lid on modern day selling!

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

“Hi! Mr. Jones, my name is”…….that’s it!    

That’s about all you have to say on the telephone today for some prospects to realize five things instantly!  Number one, they know that you are NOT a friend or an acquaintance.  Two, they know that this is NOT a social call. Three, they know that you probably should not be trusted. Four, you are invading their privacy and number five; they know that you eventually want money. 

Have you downloaded my latest report yet? “The Sales Person’s Crisis” has been downloaded by over 10,000 sales pros and entrepreneurs. Don’t miss this unique report that lifts the lid on modern day selling!

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

Do you make cold calls?

Were you taught to be happy when making them and smile on the telephone?

Well, the days of looking into a mirror when on the telephone is over! Many old outdated sales techniques and trainings used to go on and on about smiling when on the telephone so you sound enthusiastic and happy.

Let me tell you why you should tone down the enthusiasm when making cold calls.

When your prospect answers the phone and they hear a happy, jovial, enthusiastic person on the other end, they know it’s a sales call and their barriers will go up immediately.

When making your calls you should talk like a real person. I’m not saying that you should not be enthusiastic all through out your call. There is a time and a place for this – normally when talking about your product and service. But you should not be overly energetic when your prospect hasn’t even heard what you want to talk about!

And please, please, please DON’T SOUND SCRIPTED!

I had a call transferred through to me from my credit card company wanting to sell me anti-fraud cover yesterday and the guy should read out a script. I never got a word in!

Happy Selling and lose the Smile and Dial!

Sean Mc

Have you downloaded my latest report yet? “The Sales Person’s Crisis” has been downloaded by over 10,000 sales pros and entrepreneurs. Don’t miss this unique report that lifts the lid on modern day selling!

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