The End Of The Call Is As Important As The Beginning

Written by Sean McPheat | Linkedin thumb

2 August, 2012

Ending the call crosswordThere are countless tips, tricks and gimmicks on how to begin a cold call. Of course, the majority of these ideas focus on how to get the call started or how to begin the call and hopefully develop some rapport.

However, there is so much focus on how to begin the call, that how you end the call NEVER gets attention. Yet, how you end the call, in practically when you have closed the sale or set the appointment, is just as important, if not more so than how the call began.

A poorly terminated call can result in cancelled orders, missed appointments or a totally lost of trust . Here are three tips to help you terminate the call with more tack.

#1 – Confirm and Summarise
After you have successfully set the appointment or closed the sale, you have to concretely summarise and confirm what happens. I know that sounds like it is automatic and assumed, and that is the problem. Most sales people take this for granted and it is a mistake.

Although, so you mentioned the product and costs ten times, or you talked about the meeting on several occasions during the call, you need to DO IT AGAIN!

“Once again, Sarah, I appreciate your time today and look forward to meeting with you next week. Let my just double check one last time; you will meet me at your office, located at 1234 Bending Road Place, Tuesday, that is the 12st, at 3:00 pm, is that right?”

#2 – Leave a Logical Backup
Remember, people make most buying decisions based on emotion and then justify or “back-up” those decisions with logic. On the telephone, when the prospect has agreed to buy or agreed to the appointment, he or she has made a buying decision, even if it is to buy the meeting. You must leave the prospect with some logic to help them justify or back up their decision after you get off the telephone.

“I want to just reiterate, Ethan, that during that brief meeting next week, I am going to show you exactly how to gain a slight advantage over your competition on the internet and leave you with some extremely valuable information. The meeting will greatly benefit you regardless of if you decide to do business with us or not…”

“Once again, Mary, the fuel adjustment gauges will arrive early next week, and you will see that you sill save a minimum of 24% on your costs starting from day one…”

#3 – Wait for the Prospect to Hang Up First
Lastly, after the good-day pleasantries, wait and let the prospect hang up the telephone first. You do not want the last thing the prospect or new client to hear be a telephone slam down on them. In addition, it is very easy for you to hang up as the prospect begins to say something or ask one last question. Also, you do not ever want it to appear that you were in a hurry to get off the phone. Slow down.

Confirm and summarise. Leave some logic behind and hang up last, and some of those great tips on beginning the telephone call might actually pay off in the end!

Happy Selling

Sean

Sean McPheat

Managing Director

MTD Sales Training | Sales Blog | Image courtesy of FreeDigitalPhotos.net

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