I’ved opened up a right can of worms on the internet!
"Hi Mr Prospect, it’s John Byrne from ABC, how are you?"
Do you get upset when a cold caller uses the "How are you?" opening?
It’s a bit like marmite really - you either love it or hate it!
Well, I’ve been putting the question out to my networks and it’s a 75/25 split against using the question.
My take on this?
I can see both sides of the story. In my experience of having helped 10,000 sales people around the world, your success in asking the question will all come down to the execution of it.
I’ve used the question myself in the past and have got some awesome results. Having said that, we don’t train it nowadays as much as we used to because the modern day buyer has wised up to it because so many cold callers ask it! The thing is, is that you need to ask it in the right way. It’s no good asking it in the tonality which says "I’m calling for your money". Those cheesy openings from the smile and dial era are to blame for giving the "How are you?" question a bad name in the first place!
Personally, I don’t like being on the end of "How are you?" because as of yet no-one has said it in a way that made me feel that they were genuinely interested in me apart from getting money.
But what do you think?
Do you use it?
Do you hate it?
Well, I’d love to hear your thoughts on this. Maybe you use the line and have had great success with it? Maybe you use the line and wonder why you don’t get the results you want?
If you do use it, your success will depend on the timing and also the tonality of your voice.
Please make a comment on this blog below and let me know what you think.
Happy Selling
Sean
The UK’s #1 Authority On Sales Success
PS I’ve just started a new group called Practical Sales Tips on LinkedIn - I would love you to join the group and it’s also a great opportunity to network with other sales people too. The debate about "How are you?" is hotting up there too!
Sunday, 9. November 2008
I can’t stand receiving calls when salesmen use that.
What’s it to them? I could have had a bad day and then a cheesy salesman comes on the line wanting my money and asks me how I am.
I don’t use it my cold calls personally
James
Sunday, 9. November 2008
It’s a very good question in itself.
I do use the phrase and I receive mixed responses!
What I have found though is that the people who are receptive to the question are much more open to setting up an appointment with me so I suppose it does qualify out a lot of Decision Makers.
As you say Shaun, the tonality is critical. I try to be as down to earth as I can when making cold calls. I started doing this from reading one of your blog posts and the gatekeepers and decision makers are far more “open” with me so thanks.
But to answer your question, I’ll keep on using it because it works for the way I sell and for the way that I ask it
Thanks
Ken
Sunday, 9. November 2008
As soon as a cold caller gets through to me and uses that phrase I say “What’s it got to do with you?” It may sound a little harsh but I think it’s rude to ask that question when they don’t know me and all they are after is an order.
I cringe at some of the attempts sales people make to build rapport and in my book that will not do it. I always tell me sales team never to ask that question when making their calls. We sell advertising for magazines and it’s a one hit wonder sale there and then on the phone but even still I’d never use it to build the relationship as I just don’t think it works in the UK
Brian Hopkins
Monday, 10. November 2008
I don’t see what all of the fuss is about when asking the question.
I want to genuinely find out whether the prospect is ok and not tiedup with anything. It’s never affected my figures and I’m in the top 3 performers out of 65 cold callers for our events management division.
As said before, as long as you ask it in the right way then there is no problem. Of course you will upset a few but wouldn’t you get that anyhow with cold calling?
Lis
Monday, 10. November 2008
“How are you” is not a good way to open. The only answer the prospect can give is “fine”
After the brief, very brief intro, I go with “have I caught you at a good time?”.
I can’t tell you how often I get the “its never a good time, but I have a moment”. However, more importantly that the intro is when you get that “moment” it better be VERY briefy and VERY insightful on why they should meet with you.
Regards
Mark
Tuesday, 11. November 2008
I would never, ever use it in my calls.
I don’t like receiving it therefore I would and never use it as I feel it is a cheesy way to open your calls
Zoe
Tuesday, 11. November 2008
If it is a genuine cold call then for me it is an absolute no no, even if it is said genuinely. Most times it is part of a script and puts me completely off. It brings personality into the business process far too quickly, wastes business time and with me is likely to receive a very short reply.
Tuesday, 11. November 2008
I tend to find that waiting for the DM to ask the question makes all the difference - now i know that this may be 4-5 a day out of 150 - 200 calls that i make, but when they ask you the question never just say im ok or fine - talk about something that is happening at the moment (e.g “its a friday aft and cant wait for the weekend so quite excited at moment”).
I belive this approach does help you to become someone that the DM can imagin and relate to without everyone saying the same thing plus can start you into a conversation with them not just a pitch.
However i dont ask the question because they are expecting that so may only work on very few calls but when it does you know you have someone that will be willing to listen.
Kind Regards
Tom P
Tuesday, 11. November 2008
I hate it and it is an immediate turn off if used by anone I dont know. If the person is known to be and we have a relationship in place that’s fine becasue he is asking personally in the light of knoweldge of me. If I get a cold caller I just want to quickly know what it is about nor exchange pleasantries. I don’t mind a cold caller - we all have to do it but I want it businesslike and straight to the point. Then we can either stop wasting each others time or dvelop the call to our mutual interest.
Tuesday, 11. November 2008
I do not use it in cold calls. Most people today are busy and just want to get on with it.
If it is somebody I already know then that is a different story as I am genuinely interested and is all part of building rapport.
Tuesday, 11. November 2008
Personally I do not have any problem with a cold caller asking how I am. To me it is a natural thing to ask and to open a call. What annoys me more are cold callers who forget to mention who they are and from which company they call.
On the other hand if I was to call someone I don’t know I am not too sure whether or not to use the “How are you” question. In my point of view it is more important to make sure the other person knows who is calling and why I am calling. Then, immediately you will feel the reaction on whether the prospect thinks your call is important or not.
Tuesday, 11. November 2008
It only really works if you know the person and they know you. Otherwise it can sound insincere. I receive as well as make sales calls and whenever an opening line is “How are you?” I immediately feel uncomfortable as the person is being over famiiar and also wary as I suspect they are trying to sell something. So it can have the affect of putting you on your guard rather than making you feel all warm and friendly and open to a chat! With all calls of any type you need to remember that you are speaking to people - you are a person and each call needs to adapt to the situation and the person you are speaking to. So “how are you?” works best if used in moderation and at an appropriate moment.
Tuesday, 11. November 2008
Hate it!
Tuesday, 11. November 2008
We sell business to Business. Our salespeople have to ask How is Business, not how are you.
This is a good opening question and shows a genuine concern.
If business is bad sorr to hear that perhaps we can help, If business is good congratulations
Tuesday, 11. November 2008
I use the ‘How are you’ line with established customers that I have worked with over a long period of time. In that context I think it’s perfectly ok to use it.
However when you are speaking to someone for the first time I guess some people may respond well to it but I would imagine the majority would put their defences up.
Whenever I get sales calls at home and they say ‘How are you’? My defences immediately go up and to a certain extent I am already switching off because generally it doesn’t sound sincere just like a line that’s well rehearsed.
It’s like marmite you either love it or hate it.
Wednesday, 12. November 2008
I try to avoid using ” How are you ” as far as possible and seldom use it.
Reason being if you ask a question expecting a particular answer to listen ” Fine” then there is no fun in asking such a close ended question as an opening statement for the call. In case you ask such a question expecting the answer to come as a close ended answer”Fine” where as ,in reality if it comes as an open ended answer saying I have such and such problem or I am not fine, then one must be mentally ready to handle the consequences then only one can use this question as an opening statement.