Sales conversations all around the world start out with, "I just called to see how things are going." Wendy Weiss recounts this sad sales conversation in hopes we can all learn from it:
Sales Representative: "I just called to see how things are going."
Wendy: "Things are going fine. Why are you calling?"
Sales Representative: "I just called to see how things are."
Wendy: "Things are fine."
Sales Representative: "OK. Well I'm here if you need me."
Sales Representative: "I just called to see how things are going."
Wendy: "Things are going fine. Why are you calling?"
Sales Representative: "I just called to see how things are."
Wendy: "Things are fine."
Sales Representative: "OK. Well I'm here if you need me."
Wendy: "Why should I need you?"
"'I just called to see how things are going' has to be the lamest follow-up question of all time," says Weiss. "Although, it is running neck and neck with, 'I just called to follow-up.' Neither question elicits any information, neither moves the sales process forward and both are frequently annoying to your prospect who has absolutely no idea why you have called."
"The rule is: Never make a call to your prospect without having a goal in mind. When you hang up the telephone, what do you want to have accomplished? Do you want to gather information? Do you want the prospect to commit to some action? Do you want agreement on the next step in your sales process? Once you have your goal in mind then you can figure out the appropriate
approach."
"Here's an approach that you can use to set up your follow up calls," says Weiss. "I call it the 'Instant Recap/Guilt Technique.'" It goes like this:
Instant Recap
"Hello (prospect's name goes here.) This is (your name) from (your company.) We spoke on (date goes here) and discussed (fill in whatever you discussed.)"
Guilt
"You asked me to call you (or 'We agreed that I'd call') to discuss (fill in the blank with your next step.)"
The "Instant Recap" brings your prospect back to your last conversation. Your prospect may or may not remember that conversation and when you are prospecting, you don't want to count on your prospect's memory. Help your prospect out by recapping your last conversation.
The "Guilt Technique" then explains why you are calling. There had been a previous conversation, outlined in the "Instant Recap" and now you are doing what you had promised to do, call your prospect.
"The rule is: Never make a call to your prospect without having a goal in mind. When you hang up the telephone, what do you want to have accomplished? Do you want to gather information? Do you want the prospect to commit to some action? Do you want agreement on the next step in your sales process? Once you have your goal in mind then you can figure out the appropriate
approach."
"Here's an approach that you can use to set up your follow up calls," says Weiss. "I call it the 'Instant Recap/Guilt Technique.'" It goes like this:
Instant Recap
"Hello (prospect's name goes here.) This is (your name) from (your company.) We spoke on (date goes here) and discussed (fill in whatever you discussed.)"
Guilt
"You asked me to call you (or 'We agreed that I'd call') to discuss (fill in the blank with your next step.)"
The "Instant Recap" brings your prospect back to your last conversation. Your prospect may or may not remember that conversation and when you are prospecting, you don't want to count on your prospect's memory. Help your prospect out by recapping your last conversation.
The "Guilt Technique" then explains why you are calling. There had been a previous conversation, outlined in the "Instant Recap" and now you are doing what you had promised to do, call your prospect.
Wendy Weiss, "The Queen of Cold Calling," is a sales trainer, author and sales coach. Her recently released program, "The Miracle Appointment-Setting Script," and/or her book, "Cold Calling for Women," can be ordered by visiting her website. Contact her at wendy@wendyweiss.com.
No comments:
Post a Comment