Today sales expert Art Sobczak uses a real-life example to remind us of sales tactics to avoid - one of the biggest being stale, manipulative techniques to get past the gatekeeper.
This actually happened to me a few years ago, and I was reminded of it when a reader told me he received a call from a guy using the same technique.
The caller was suspiciously evasive with my assistant: "I'm calling him back. Will you connect me now please?" he insisted.
My calls aren't screened, but I do want to know who's calling and the nature of the call. "There's some guy on line one ... says he's calling you back. I don't recognize the name. Sounds like kind of a jerk."
The caller greeted me:
"Hi Art, Gary Smith with International Investors."
He then breathlessly spewed a pitch on municipal bonds.
I interrupted him. "I don't know you and never called you. You told my assistant you were calling me back."
"Yeah, well, heh, heh ... I called you a few days ago, you weren't in, so now I'm calling you back. I told the truth."
Wonderful. Someone who practices "technical truth."
Perhaps deception, mincing of words, evasion of questions, and outright lies are accepted by and expected from some people, but I believe they have no place in professional sales. I have to wonder, when callers use these tactics, what are they thinking? That the person they actually get through to--if they do--is going to congratulate them for being a slimeball? Hey, nice job buddy on using the old, "It's a personal call" technique to get through to me. Haven't heard that one in a while!
Tactics to Avoid
Here are tactics to avoid when dealing with screeners, and on voice mail ... approaches that clearly label callers as time-wasting, self-interested salesmen.
-Leaving only a name and number for a call back. Not identifying your company suggests you have something to hide. Granted, it almost forces the prospect to return the call, thinking it might be a prospect or customer. He might even get his expectations up. But the balloon falls with a thud when he realizes it's a salesperson trying to sell him something.
-Making a statement, then a demand. As in, "I need to speak with Jan Smith. Please connect me." Sure. Let's try to intimidate the screener into putting the call through. What are these people thinking?
-Believing the nonsense of, "Never give screeners any information because they can't buy from you." Maybe most of them can't make the final decision to buy, but they can make the decision that no one will buy from you.
Keep in mind what the screener says to the boss after they put you on hold and announce the call to the boss. You don't want them to say, "There's some bozo on the line who sounds like he's selling something. Want me to ditch him?"
What To Do Instead
Here are some ideas on what to do to enhance your chances of reaching your decision maker, getting help in doing so, and having more and better information once you arrive.
-Ask for help. The simplest, yet most effective technique I know is asking for help. You appeal to a person's innate sense of feeling needed, wanted ... important.
-Ask for information. Engage in "social engineering" as I explain in "Smart Calling." Gather as much elementary, factual, qualifying information as you can before speaking with your decision maker. They expect it. Their job is not to waste time educating you with stuff you should already know by the time you reach them. Preface your questions to screeners, assistants ... anyone, with, "I want to be sure that what I have will be of interest to Kathy. There's probably some information you could give me ..." This also positions you apart from typical salespeople who don't respect the buyer's time.
-Have something of value. This is the not so secret "secret" to getting people to return your calls, or at least them being in a positive frame of mind when you call back. You must, I repeat, must, have something of interest for them. Why would they take your call otherwise?
-Your value item should answer a question: "What will you help them gain or avoid?" They don't care diddly about your products or services. They'll let you through or return your message if they suspect you might be able to help them get something they want, or avoid something they don't. And the more customized and relevant your value item, the better (see the point above about gathering information).
For example, a value statement to a screener could be, "We specialize in helping H.R. Directors spend less time screening resumes of unqualified applicants. Depending upon whether or not that's an issue for him, we might have something that he'd like to take a look at. I'd like to ask him a few questions to determine that." And that is very easily modified into a voice mail message as well.
Want to get through more often and have more calls returned so you have a chance to sell? Then don't sound and act like a stereotypical salesperson.
Art Sobczak helps sales pros use the phone to prospect, service and sell more effectively, while eliminating morale-killing rejection. To get FREE weekly emailed TelE-Sales Tips visit: www.BusinessByPhone.com
Showing posts with label Art Sobczak. Show all posts
Showing posts with label Art Sobczak. Show all posts
Friday, June 10, 2011
Tuesday, April 12, 2011
How Many Questions Should You Ask at a Time?
At a social function I was talking to a guy who asked five questions in a row, didn't listen to any of the answers, and only used his questions as a springboard to talk about himself.
Since I didn't take much interest in what he was pitching (he shoved his business card into my hand) I watched and listened as he did that with several other people he met.
Sure, we all know we should ask questions. But the effort is wasted if they're not asked in the right way, or you don't listen to the answers.
Key Sales Point
When a listener hears a question, their mind immediately is conditioned to begin searching for answers. However, when several questions are posed in rapid-fire sequence, you leave the person confused as to which one they should answer first. And, some questions are not answered at all if you don’t give them an opportunity.
For example, read this scenario without stopping to think about each question, as if you were the person hearing the questions:
Caller: "And what do you feel your company needs most regarding boosting morale and enthusiasm? Do you think it would be compensation related...or maybe training? And how does that affect performance in all of the departments?"
Did you feel like a spinning top, rotating around trying to focus on the questions coming from all directions? Same thing happens with prospect and customers.
EFFECTIVE QUESTIONING GUIDELINES
1. Ask one question at a time. If it's not important enough to stand on its own, don't ask it.
2. After you ask it, shut up. If they don't answer immediately, resist the urge to answer it for them or follow up with another one. They're likely thinking about what they're going to say.
3. After they apparently have finished, remain quiet for 1-2 more seconds. You might get additional information, and ensures you don't interrupt.
4. Follow-up their answer with a related question. Don't ping-pong around from subject to subject. For example, if they answered with, "I believe the main problem we have right now is a lack of motivation," a logical next query would be, "Oh, what are some specific situations where you've seen a lack of motivation?"
5. Be confident in your questioning. One reason people ask multiple questions is that they aren't comfortable asking questions. The only way you're going to truly help someone is by finding out about them. You're not intruding. You're assisting.
Fielding multiple questions is confusing for the listener, and counter-productive for you. Ask one at a time, and listen!
Art Sobczak helps sales pros use the phone to prospect, service and sell more effectively, while eliminating morale-killing rejection. To get FREE weekly emailed TelE-Sales Tips visit: www.BusinessByPhone.com
Since I didn't take much interest in what he was pitching (he shoved his business card into my hand) I watched and listened as he did that with several other people he met.
Sure, we all know we should ask questions. But the effort is wasted if they're not asked in the right way, or you don't listen to the answers.
Key Sales Point
When a listener hears a question, their mind immediately is conditioned to begin searching for answers. However, when several questions are posed in rapid-fire sequence, you leave the person confused as to which one they should answer first. And, some questions are not answered at all if you don’t give them an opportunity.
For example, read this scenario without stopping to think about each question, as if you were the person hearing the questions:
Caller: "And what do you feel your company needs most regarding boosting morale and enthusiasm? Do you think it would be compensation related...or maybe training? And how does that affect performance in all of the departments?"
Did you feel like a spinning top, rotating around trying to focus on the questions coming from all directions? Same thing happens with prospect and customers.
EFFECTIVE QUESTIONING GUIDELINES
1. Ask one question at a time. If it's not important enough to stand on its own, don't ask it.
2. After you ask it, shut up. If they don't answer immediately, resist the urge to answer it for them or follow up with another one. They're likely thinking about what they're going to say.
3. After they apparently have finished, remain quiet for 1-2 more seconds. You might get additional information, and ensures you don't interrupt.
4. Follow-up their answer with a related question. Don't ping-pong around from subject to subject. For example, if they answered with, "I believe the main problem we have right now is a lack of motivation," a logical next query would be, "Oh, what are some specific situations where you've seen a lack of motivation?"
5. Be confident in your questioning. One reason people ask multiple questions is that they aren't comfortable asking questions. The only way you're going to truly help someone is by finding out about them. You're not intruding. You're assisting.
Fielding multiple questions is confusing for the listener, and counter-productive for you. Ask one at a time, and listen!
Art Sobczak helps sales pros use the phone to prospect, service and sell more effectively, while eliminating morale-killing rejection. To get FREE weekly emailed TelE-Sales Tips visit: www.BusinessByPhone.com
Tuesday, February 8, 2011
Begin 2011 by Getting the Easy Sales
I know it's actually February, and not exactly the beginning of the year any more, but I really like this article from sales expert Art Sobczak and think it's excellent advice to start implementing anytime!
Did you go through an annual review recently? They can be very profitable.
Oh, I'm talking about YOU doing an annual review of your customer and prospect database, and then doing reviews with your customers and prospects.
That's right. The first place to mine for gold is in the treasure you now possess.
Most people begin a new year with grand plans to increase their new business. Yet many of those same people don't pick up the easy stuff first, skimming the cream that already residing in their computer.
Here's how.
1. CALL YOUR BEST CUSTOMERS
Of course, you know everything important that's happened recently in the world of each of your best customers, right? And you have your thumb on exactly what their plans are for 2011 and beyond, right? And they're going to continue buying from you at the same level, right?
Of course you know this because they are very, very important to you, accounting for most of your income. They are helping to finance that new car, house, boat, or whatever else you have your eye on.
You are ingrained in these accounts because you also know that your smartest, hungriest competitors are having strategic sales meetings right now putting bulls eyes on those accounts, targeting them to steal away from you, so that THEY can get lots of business from them.
What's that you say? Maybe all of those things are NOT true? Maybe you should pay more attention to them? Yes, of course you should. Quickly.
Today. Target the 20% of your customers that now give you over 80% of your business. Call and do an annual review with them. But DO NOT say you just want to call and make sure everything is OK with them. Be proactive. Tell them that your goal is to help them have their best year ever.
Find out about
-Major changes.
-News.
-Bought or sold divisions, assets.
-Added or dropped product lines.
-Major initiatives.
-Changes planned for 2011.
-Personnel changes for them? Promotions. Changes in the department(s) that you affect.
Know the answers to these questions, and you'll increase your value to them, consequently providing a payoff for you.
2. CALL YOUR SMALL CUSTOMERS
Mine your database and pull out the customers who bought from you once, or those who just buy one or two items or limited single services from you.
Are you customers small because you THINK they are? Or are they buying other things that you sell from your competitors?
Chances are, the answer is "yes" to both questions.
3. CALL YOUR LOST SALES
Scan your database and pull out the 10-20 biggest sales you really wanted, worked hard for, but did NOT win in 2010. Call them.
But, please, do NOT say, "I'm just calling to touch base."
Review your notes and develop a value-added reason for calling. Say something like,
"I came across some interesting information in Info Industry Journal, and remembered how you were concerned with the issue of external data security locking in a multi-user environment. I wanted to send that to you ..."
Of course you would then ease into a discussion of their present situation, and perhaps uncover any possible areas of dissatisfaction.
Calls to all three of these groups are really no-brainers! Think about it ... ...you've already done the heavy lifting with all of these people. You've put in the long hours, investing time and money in proposals and calls. You know their situation. And very importantly, you'll get to these people more easily than you would cold prospects. You probably know their executive assistants on a first name basis.
Try this. What will it be worth when you pick up a piece of business from one or two of them?
Art Sobczak helps sales pros use the phone to prospect, service and sell more effectively, while eliminating morale-killing rejection. To get FREE weekly emailed TelE-Sales Tips visit: www.BusinessByPhone.com
Did you go through an annual review recently? They can be very profitable.
Oh, I'm talking about YOU doing an annual review of your customer and prospect database, and then doing reviews with your customers and prospects.
That's right. The first place to mine for gold is in the treasure you now possess.
Most people begin a new year with grand plans to increase their new business. Yet many of those same people don't pick up the easy stuff first, skimming the cream that already residing in their computer.
Here's how.
1. CALL YOUR BEST CUSTOMERS
Of course, you know everything important that's happened recently in the world of each of your best customers, right? And you have your thumb on exactly what their plans are for 2011 and beyond, right? And they're going to continue buying from you at the same level, right?
Of course you know this because they are very, very important to you, accounting for most of your income. They are helping to finance that new car, house, boat, or whatever else you have your eye on.
You are ingrained in these accounts because you also know that your smartest, hungriest competitors are having strategic sales meetings right now putting bulls eyes on those accounts, targeting them to steal away from you, so that THEY can get lots of business from them.
What's that you say? Maybe all of those things are NOT true? Maybe you should pay more attention to them? Yes, of course you should. Quickly.
Today. Target the 20% of your customers that now give you over 80% of your business. Call and do an annual review with them. But DO NOT say you just want to call and make sure everything is OK with them. Be proactive. Tell them that your goal is to help them have their best year ever.
Find out about
-Major changes.
-News.
-Bought or sold divisions, assets.
-Added or dropped product lines.
-Major initiatives.
-Changes planned for 2011.
-Personnel changes for them? Promotions. Changes in the department(s) that you affect.
Know the answers to these questions, and you'll increase your value to them, consequently providing a payoff for you.
2. CALL YOUR SMALL CUSTOMERS
Mine your database and pull out the customers who bought from you once, or those who just buy one or two items or limited single services from you.
Are you customers small because you THINK they are? Or are they buying other things that you sell from your competitors?
Chances are, the answer is "yes" to both questions.
3. CALL YOUR LOST SALES
Scan your database and pull out the 10-20 biggest sales you really wanted, worked hard for, but did NOT win in 2010. Call them.
But, please, do NOT say, "I'm just calling to touch base."
Review your notes and develop a value-added reason for calling. Say something like,
"I came across some interesting information in Info Industry Journal, and remembered how you were concerned with the issue of external data security locking in a multi-user environment. I wanted to send that to you ..."
Of course you would then ease into a discussion of their present situation, and perhaps uncover any possible areas of dissatisfaction.
Calls to all three of these groups are really no-brainers! Think about it ... ...you've already done the heavy lifting with all of these people. You've put in the long hours, investing time and money in proposals and calls. You know their situation. And very importantly, you'll get to these people more easily than you would cold prospects. You probably know their executive assistants on a first name basis.
Try this. What will it be worth when you pick up a piece of business from one or two of them?
Art Sobczak helps sales pros use the phone to prospect, service and sell more effectively, while eliminating morale-killing rejection. To get FREE weekly emailed TelE-Sales Tips visit: www.BusinessByPhone.com
Thursday, December 23, 2010
Ask the End-of-Year Cleansing Question
Sales expert Art Sobczak gives excellent advice in response to reader questions, and the question discussed in this article is a powerful one - what do you do with those pending prospects with the year-end so close? Take Sobczak's expert advice, and see if you can close a few more sales before year-end!
Here's an email question from a subscriber:
"I've got a lot of prospects pending here as the year ends, but not a lot closing. What should I do?"
Like many questions I get, that's extremely vague and requires a lot more information before I could give a specific detailed answer. But it did get me thinking about a possible reason, and remedy.
I call it the Cleansing Question. Let me set it up first.
What percent of the people in your follow-up file at this very second do you feel will ever do business with you?
Sixty percent? More? Less?!
You're fairly typical if you answered 50% or less. It's not a good percentage, but typical.
Why? Oh, there are several reasons. Reps like to hang on to prospects, thinking that shred of interest might eventually turn into something. They're right: Disappointment, and a waste of time, usually.
Others stake their claim to prospects, tattooing their name on the prospect's record in the "system," just in case divine intervention comes into play and the person decides to call up and order on their own. These reps then usually pounce upon the order and say, "It's mine. See, has my name on it."
Ask the Cleansing Question
But, the main reason reps have too many "leads working" is that they don't ask the tough questions early enough. You need to find out if the person you're talking to is really a "player." It's always better to get a "no" early, than to waste time, effort, paper, and postage chasing shadows that never will materialize.
Here is what you need to do starting today.
Begin cleaning up your "non-prospect" prospects now. Ask this Cleansing Question,
"Mr./Ms. Prospect, we've been talking for awhile now, and have agreed that we'd be able to help you (fill in with how they would benefit.) I want to be sure I'm not bothering you, or wasting your time or mine. Tell me, what is the probability we'll be able to work together in the next week/month/quarter?"
Think of the possible results here.
1. They say, "Zero probability." Great, now at least you can find out the real problem. Or move them out. Movement, forward or out, is progress.
2. They give some other probability. Good, but not great. You want to ask what you both need to do to move forward now. Get specifics. Commitments. Ask them to attach time frames to the commitments. Don't allow them to continue putting you off. Again, movement here is success.
3. You just might get the business right now. Perfect. Sometimes all it takes is the nudge to get the boulder rolling down the mountain.
Do some end-of-year cleaning. Examine your follow-up files. Prepare you own strategy and ask the Cleansing Question.
Art Sobczak helps sales pros use the phone to prospect, service and sell more effectively, while eliminating morale-killing rejection. To get FREE weekly emailed TelE-Sales Tips visit: www.BusinessByPhone.com
Here's an email question from a subscriber:
"I've got a lot of prospects pending here as the year ends, but not a lot closing. What should I do?"
Like many questions I get, that's extremely vague and requires a lot more information before I could give a specific detailed answer. But it did get me thinking about a possible reason, and remedy.
I call it the Cleansing Question. Let me set it up first.
What percent of the people in your follow-up file at this very second do you feel will ever do business with you?
Sixty percent? More? Less?!
You're fairly typical if you answered 50% or less. It's not a good percentage, but typical.
Why? Oh, there are several reasons. Reps like to hang on to prospects, thinking that shred of interest might eventually turn into something. They're right: Disappointment, and a waste of time, usually.
Others stake their claim to prospects, tattooing their name on the prospect's record in the "system," just in case divine intervention comes into play and the person decides to call up and order on their own. These reps then usually pounce upon the order and say, "It's mine. See, has my name on it."
Ask the Cleansing Question
But, the main reason reps have too many "leads working" is that they don't ask the tough questions early enough. You need to find out if the person you're talking to is really a "player." It's always better to get a "no" early, than to waste time, effort, paper, and postage chasing shadows that never will materialize.
Here is what you need to do starting today.
Begin cleaning up your "non-prospect" prospects now. Ask this Cleansing Question,
"Mr./Ms. Prospect, we've been talking for awhile now, and have agreed that we'd be able to help you (fill in with how they would benefit.) I want to be sure I'm not bothering you, or wasting your time or mine. Tell me, what is the probability we'll be able to work together in the next week/month/quarter?"
Think of the possible results here.
1. They say, "Zero probability." Great, now at least you can find out the real problem. Or move them out. Movement, forward or out, is progress.
2. They give some other probability. Good, but not great. You want to ask what you both need to do to move forward now. Get specifics. Commitments. Ask them to attach time frames to the commitments. Don't allow them to continue putting you off. Again, movement here is success.
3. You just might get the business right now. Perfect. Sometimes all it takes is the nudge to get the boulder rolling down the mountain.
Do some end-of-year cleaning. Examine your follow-up files. Prepare you own strategy and ask the Cleansing Question.
Art Sobczak helps sales pros use the phone to prospect, service and sell more effectively, while eliminating morale-killing rejection. To get FREE weekly emailed TelE-Sales Tips visit: www.BusinessByPhone.com
Thursday, November 18, 2010
Don't Make Claims You Can't Back Up
I think this is a great tip from sales expert Art Sobczak - and a quick change you can make in your approach to get more sales!
For years now I have been shaking my head in astonishment that CNN still--delusionally--runs the claim in their ads, "The Most Trusted Name in News."
Huh? The most trusted? By whom?
Without getting into a political rant, let's direct this to a sales point: Unsubstantiated puffed up claims can be easily challenged. Why even take the chance in sales situations?
I always bristle when I hear or see things such as,
"We're the most respected ...?"
How do you measure THAT?
What to do? Easy. If it's true, give the evidence.
"In an industry study, our delivery rates were number one among all companies studied."
"Our order fill-rate is 99.8%. That's the highest of any company that submitted results to Widget News in their recent survey."
We live in an age of cynics and skeptics, unfortunately. It's difficult enough to get
people to believe in us. So, show evidence whenever possible. Why risk creating an objection?
Art Sobczak helps sales pros use the phone to prospect, service and sell more effectively, while eliminating morale-killing rejection. To get FREE weekly emailed TelE-Sales Tips visit: www.BusinessByPhone.com
For years now I have been shaking my head in astonishment that CNN still--delusionally--runs the claim in their ads, "The Most Trusted Name in News."
Huh? The most trusted? By whom?
Without getting into a political rant, let's direct this to a sales point: Unsubstantiated puffed up claims can be easily challenged. Why even take the chance in sales situations?
I always bristle when I hear or see things such as,
"We're the most respected ...?"
How do you measure THAT?
What to do? Easy. If it's true, give the evidence.
"In an industry study, our delivery rates were number one among all companies studied."
"Our order fill-rate is 99.8%. That's the highest of any company that submitted results to Widget News in their recent survey."
We live in an age of cynics and skeptics, unfortunately. It's difficult enough to get
people to believe in us. So, show evidence whenever possible. Why risk creating an objection?
Art Sobczak helps sales pros use the phone to prospect, service and sell more effectively, while eliminating morale-killing rejection. To get FREE weekly emailed TelE-Sales Tips visit: www.BusinessByPhone.com
Wednesday, September 29, 2010
This Is Certain to Cause Early Resistance
Art Sobczak has a great way of sharing sales advice so that it's easy to understand and apply to your selling process. You'll love his advice on how o avoid causing resistance early on in the sales process.
A stranger approaches you on the street and asks for some money.
A person wielding a clipboard (or an IPad) jumps in front of you as you're walking down the shopping mall and asks if you can take 10 minutes for a survey.
A woman at a bar is approached by a man she doesn't know, who asks, "Do you want to have a relationship?"
What were YOU feeling as you read each of those? Discomfort. Resistance. Maybe skin-crawling creepiness in the last example.
Why? Because an unknown someone blindsided the target out of nowhere, asking for something without giving a reason for doing so. Therefore the natural reaction is to backpedal.
Let's look at other examples:
A sales rep calls a prospect he has never spoken with before and in the opening says "...I'm with ABC company and I'd like to set up a time to meet with you to ..."
Or,
"...I'd like to discuss what it would take to do business together..."
Or,
"...I'd like to invite you to a webinar..."
Those are all similar to the previous examples. A sales rep who is unfamiliar to his/her prospect asks for, or implies that he/she wants something from the prospect, without giving any reason why. There is nothing in it for the listener.
Of course, then, the result is similar to the previous examples: resistance.
Yet, those sales-related examples are still widely used, and I'm assuming, taught by someone--or by many. That blows me away.
often in sales, sadly, common sense is trumped by nonsense that has been passed along, for no other reason than someone had heard it or read it somewhere.
So what should you do?
Keep in mind, your calls need to be about them, not YOU. You need to have something FOR them, not give the feeling that you want to take something FROM them. You want to minimize your chance for resistance.
Here's a simple opening template based on my Smart Calling system:
1. Identify yourself and company.
2. Mention what you know about them based on your research.
3. Hint at your Possible Value Proposition.
4. Add more possible value, and move to the interaction.
For example,
"Hi Pat, I'm Dale Stevens with Atlantic Associates. In speaking with Jolene in your marketing department, I understand that one of your initiatives for 2001 is strengthening the communication and collaboration between your account management and production departments, so you can increase your customer retention rate and order frequency. With another components manufacturer we were able to help them do exactly that and raise their retention by 55% in six months, and reorder rate by 34%. I'd like to ask a few questions to see if I could provide you with some information."
Remember, it's about THEM, not you. The first part of the call is not about throwing the long bomb at the first opportunity. Give them a reason to move forward with the call, engage them, ask questions, and you'll find your calls progressing more smoothly.
Art Sobczak helps sales pros use the phone to prospect, service and sell more effectively, while eliminating morale-killing rejection. To get FREE weekly emailed TelE-Sales Tips visit: www.BusinessByPhone.com
A stranger approaches you on the street and asks for some money.
A person wielding a clipboard (or an IPad) jumps in front of you as you're walking down the shopping mall and asks if you can take 10 minutes for a survey.
A woman at a bar is approached by a man she doesn't know, who asks, "Do you want to have a relationship?"
What were YOU feeling as you read each of those? Discomfort. Resistance. Maybe skin-crawling creepiness in the last example.
Why? Because an unknown someone blindsided the target out of nowhere, asking for something without giving a reason for doing so. Therefore the natural reaction is to backpedal.
Let's look at other examples:
A sales rep calls a prospect he has never spoken with before and in the opening says "...I'm with ABC company and I'd like to set up a time to meet with you to ..."
Or,
"...I'd like to discuss what it would take to do business together..."
Or,
"...I'd like to invite you to a webinar..."
Those are all similar to the previous examples. A sales rep who is unfamiliar to his/her prospect asks for, or implies that he/she wants something from the prospect, without giving any reason why. There is nothing in it for the listener.
Of course, then, the result is similar to the previous examples: resistance.
Yet, those sales-related examples are still widely used, and I'm assuming, taught by someone--or by many. That blows me away.
often in sales, sadly, common sense is trumped by nonsense that has been passed along, for no other reason than someone had heard it or read it somewhere.
So what should you do?
Keep in mind, your calls need to be about them, not YOU. You need to have something FOR them, not give the feeling that you want to take something FROM them. You want to minimize your chance for resistance.
Here's a simple opening template based on my Smart Calling system:
1. Identify yourself and company.
2. Mention what you know about them based on your research.
3. Hint at your Possible Value Proposition.
4. Add more possible value, and move to the interaction.
For example,
"Hi Pat, I'm Dale Stevens with Atlantic Associates. In speaking with Jolene in your marketing department, I understand that one of your initiatives for 2001 is strengthening the communication and collaboration between your account management and production departments, so you can increase your customer retention rate and order frequency. With another components manufacturer we were able to help them do exactly that and raise their retention by 55% in six months, and reorder rate by 34%. I'd like to ask a few questions to see if I could provide you with some information."
Remember, it's about THEM, not you. The first part of the call is not about throwing the long bomb at the first opportunity. Give them a reason to move forward with the call, engage them, ask questions, and you'll find your calls progressing more smoothly.
Art Sobczak helps sales pros use the phone to prospect, service and sell more effectively, while eliminating morale-killing rejection. To get FREE weekly emailed TelE-Sales Tips visit: www.BusinessByPhone.com
Wednesday, September 1, 2010
The Easy Way to Get Bigger Sales
Here's a story from sales expert Art Sobczak that will teach you to think big! Enjoy!
A newer sales rep came into a company, in an industry he had never sold to before. Within two months he was kicking major butt and became the Number One rep. By a lot.
One disgruntled and jealous rep, in another region, who had been there for a few years, asked the manager what the new rep was doing that got such great results.
"He's going to the top level of the companies we're selling to, and selling bigger deals." The rep responded, "How does he sell to those people? I always get stalled at the mid-management level?"
The manager replied, "He doesn't know that it is even possible to talk to mid-managers and sell our product. We told him that the only people he can talk to are those at the highest level, and that bigger deals are all that we sell."
Hmmm. Pretty simple point this week:
All that limits us is ourselves, and thinking and acting BIG gets BIG results
Here are some thoughts along those lines:
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It takes just as much energy to ask for a large order as it does a small one. As long as you're asking anyway, why not ask LARGE?
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When you EXPECT to sell large, that notion becomes part of you; your thoughts, your
actions, and your results.
----------------------------------------------
Even when you don't get the large sale or project you ask for, you will probably end with something more than you would have gotten otherwise if you had thought small.
----------------------------------------------
The pros with the highest average orders, and the most overall sales are typically the ones who shoot for--and ask for--the biggest sales. The math works on this.
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Where you target in the organization usually determines the size of the sale you're able to get. Where are you calling? Aim high.
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Percy Ross wrote a syndicated newspaper column, "Thanks a Million," where he gave away millions of dollars to people who wrote in, and ASKED in the right way. In his now out-of-print book, "Ask for the Moon--and Get It!" he also suggested asking large: "Take a chance; ask for something big! Most of us have a tendency to shy away from the things we want the most. What is it your heart desires? What is it you want the most? Who could give it to you or make it come true? Go ahead, ASK THEM!"
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John F. Kennedy said that "Only those who dare to fail greatly will succeed greatly." He practiced what he preached; he asked for the moon, got it approved by Congress, and received commitment from the thousands of people who ultimately made it happen in 1969.
Art Sobczak helps sales pros use the phone to prospect, service and sell more effectively, while eliminating morale-killing rejection. To get FREE weekly emailed TelE-Sales Tips visit: www.BusinessByPhone.com
A newer sales rep came into a company, in an industry he had never sold to before. Within two months he was kicking major butt and became the Number One rep. By a lot.
One disgruntled and jealous rep, in another region, who had been there for a few years, asked the manager what the new rep was doing that got such great results.
"He's going to the top level of the companies we're selling to, and selling bigger deals." The rep responded, "How does he sell to those people? I always get stalled at the mid-management level?"
The manager replied, "He doesn't know that it is even possible to talk to mid-managers and sell our product. We told him that the only people he can talk to are those at the highest level, and that bigger deals are all that we sell."
Hmmm. Pretty simple point this week:
All that limits us is ourselves, and thinking and acting BIG gets BIG results
Here are some thoughts along those lines:
----------------------------------------------
It takes just as much energy to ask for a large order as it does a small one. As long as you're asking anyway, why not ask LARGE?
----------------------------------------------
When you EXPECT to sell large, that notion becomes part of you; your thoughts, your
actions, and your results.
----------------------------------------------
Even when you don't get the large sale or project you ask for, you will probably end with something more than you would have gotten otherwise if you had thought small.
----------------------------------------------
The pros with the highest average orders, and the most overall sales are typically the ones who shoot for--and ask for--the biggest sales. The math works on this.
----------------------------------------------
Where you target in the organization usually determines the size of the sale you're able to get. Where are you calling? Aim high.
----------------------------------------------
Percy Ross wrote a syndicated newspaper column, "Thanks a Million," where he gave away millions of dollars to people who wrote in, and ASKED in the right way. In his now out-of-print book, "Ask for the Moon--and Get It!" he also suggested asking large: "Take a chance; ask for something big! Most of us have a tendency to shy away from the things we want the most. What is it your heart desires? What is it you want the most? Who could give it to you or make it come true? Go ahead, ASK THEM!"
----------------------------------------------
John F. Kennedy said that "Only those who dare to fail greatly will succeed greatly." He practiced what he preached; he asked for the moon, got it approved by Congress, and received commitment from the thousands of people who ultimately made it happen in 1969.
Art Sobczak helps sales pros use the phone to prospect, service and sell more effectively, while eliminating morale-killing rejection. To get FREE weekly emailed TelE-Sales Tips visit: www.BusinessByPhone.com
Friday, March 26, 2010
What Avoidance Behavior is Holding You Back?
Today's economy demands you do more with the time you have - make the most of it with this advice from sales expert Art Sobczak.
Picture the sales rep who spends two prime hours every day online, and reading trade journals, the Wall Street Journal, and more, "so he can be well-versed, just in case someone asks questions."
And the rep who feels obligated to assume ownership of all minuscule customer service
situations--ones easily delegated--because she wants to be certain they're handled correctly. And her call productivity suffers as a result.
Or, the salesperson who is always fixated on one "big deal" devoting tons of time--at the expense of placing other calls--working on the proposal.
Know anyone like these people? ARE you one of these people?
If so, you are flat out avoiding something. And probably denying it.
There are all kinds of avoidance behaviors. Whenever I get particularly ambitious around the house...tightening things, replacing filters, by the way, I'm the most un-Home Depot guy in the history of males) it is a sure sign I should be parked in front of a computer, preparing for a training program or writing articles.
What non-sales activities do you engage in that steal from your productive selling time? Or, what call behaviors do you practice that are not as effective as what you should do?
For example, some reps insist on just asking a few questions during a first call, "touching base" on a second call, then phoning a few more times before finally getting into the meat of selling. They rationalize that they're building a relationship. Bull. They're constructing a fat follow-up file.
Sure they're busy, but it's like running on a treadmill. Lots of sweat, but no forward progress. Oh, but they're building "relationships." Not so much.
Here's one way to deal with avoidance behavior.
1. Make a commitment to improve. If you don't have that "want to," read no further.
2. Pinpoint what you know you should do, but don't, or don't do it often enough.
3. Identify the activity or behavior that you rationalize as important, but deep down you know it's a mask. This is where you need to be brutally honest with yourself.
4. Determine what activity or behavior you will replace it with. For example, calling higher in an organization, asking for the bigger sale earlier, sending out fewer proposals to only the more highly qualified prospects, or spending less time internally chasing down answers to questions and delegating more instead.
5. Set specific, quantifiable, time-sensitive goals. Write them out. Any time is a great time to start, especially as we approach the new year.
6. Take action. Track your progress.
7. Reward yourself! What gets rewarded gets repeated.
So why wait? Don't avoid it any longer. Take some action, any action right now that you've been avoiding. You'll be glad you did.
Art Sobczak helps sales pros use the phone to prospect, service and sell more effectively, while eliminating morale-killing "rejection." See free articles and back issues of his weekly emailed sales tips at www.BusinessByPhone.com.
Picture the sales rep who spends two prime hours every day online, and reading trade journals, the Wall Street Journal, and more, "so he can be well-versed, just in case someone asks questions."
And the rep who feels obligated to assume ownership of all minuscule customer service
situations--ones easily delegated--because she wants to be certain they're handled correctly. And her call productivity suffers as a result.
Or, the salesperson who is always fixated on one "big deal" devoting tons of time--at the expense of placing other calls--working on the proposal.
Know anyone like these people? ARE you one of these people?
If so, you are flat out avoiding something. And probably denying it.
There are all kinds of avoidance behaviors. Whenever I get particularly ambitious around the house...tightening things, replacing filters, by the way, I'm the most un-Home Depot guy in the history of males) it is a sure sign I should be parked in front of a computer, preparing for a training program or writing articles.
What non-sales activities do you engage in that steal from your productive selling time? Or, what call behaviors do you practice that are not as effective as what you should do?
For example, some reps insist on just asking a few questions during a first call, "touching base" on a second call, then phoning a few more times before finally getting into the meat of selling. They rationalize that they're building a relationship. Bull. They're constructing a fat follow-up file.
Sure they're busy, but it's like running on a treadmill. Lots of sweat, but no forward progress. Oh, but they're building "relationships." Not so much.
Here's one way to deal with avoidance behavior.
1. Make a commitment to improve. If you don't have that "want to," read no further.
2. Pinpoint what you know you should do, but don't, or don't do it often enough.
3. Identify the activity or behavior that you rationalize as important, but deep down you know it's a mask. This is where you need to be brutally honest with yourself.
4. Determine what activity or behavior you will replace it with. For example, calling higher in an organization, asking for the bigger sale earlier, sending out fewer proposals to only the more highly qualified prospects, or spending less time internally chasing down answers to questions and delegating more instead.
5. Set specific, quantifiable, time-sensitive goals. Write them out. Any time is a great time to start, especially as we approach the new year.
6. Take action. Track your progress.
7. Reward yourself! What gets rewarded gets repeated.
So why wait? Don't avoid it any longer. Take some action, any action right now that you've been avoiding. You'll be glad you did.
Art Sobczak helps sales pros use the phone to prospect, service and sell more effectively, while eliminating morale-killing "rejection." See free articles and back issues of his weekly emailed sales tips at www.BusinessByPhone.com.
Wednesday, January 27, 2010
A Simple Way to Answer Objections
The simplest techniques can be so effective. Today tele-sales expert Art Sobczak shares the easiest tip to help you respond to an objection - it will leave you saying, "Why didn't I think of that?"
I heard a call where a prospect voiced an objection, but seemed a bit shaky in his conviction regarding what he said. The sales rep responded, "What was that again?"
The prospect then hemmed and hawwed a bit, continued talking, and actually admitted that he probably could go with the caller's proposal. Brilliant. So what happened here?
If you have a strong belief about something, chances are you're able to explain why, with conviction.
On the other hand, if someone says something that is not completely truthful, or something they don't believe strongly in, they will hesitate, hem and haw or exhibit other nervous behavior when questioned. The same is true if they don't have reasons for their beliefs.
Likewise, some prospects may not be clear in their expression of objections, or they might throw out some objections as stalling techniques. To clarify the situation, ask them to repeat, or explain their statement.
For example, "Mr. Davis, I'm not sure I fully understood what you just said. Will you please repeat that for me?"
"Or, "Pat, I heard what you said, but I'm not following the reasoning. Would you mind explaining it for me?"
"I'm not following. Could you explain?"
If their objection is truly a legitimate one, their explanation will provide you with information which will help you address it.
If, on the other hand, they are just stalling, your question will help to smoke out the real objection. Either way, you win!
Art Sobczak helps sales pros use the phone to prospect, service and sell more effectively, while eliminating morale-killing rejection. To get FREE weekly emailed TelE-Sales Tips visit: www.BusinessByPhone.com
I heard a call where a prospect voiced an objection, but seemed a bit shaky in his conviction regarding what he said. The sales rep responded, "What was that again?"
The prospect then hemmed and hawwed a bit, continued talking, and actually admitted that he probably could go with the caller's proposal. Brilliant. So what happened here?
If you have a strong belief about something, chances are you're able to explain why, with conviction.
On the other hand, if someone says something that is not completely truthful, or something they don't believe strongly in, they will hesitate, hem and haw or exhibit other nervous behavior when questioned. The same is true if they don't have reasons for their beliefs.
Likewise, some prospects may not be clear in their expression of objections, or they might throw out some objections as stalling techniques. To clarify the situation, ask them to repeat, or explain their statement.
For example, "Mr. Davis, I'm not sure I fully understood what you just said. Will you please repeat that for me?"
"Or, "Pat, I heard what you said, but I'm not following the reasoning. Would you mind explaining it for me?"
"I'm not following. Could you explain?"
If their objection is truly a legitimate one, their explanation will provide you with information which will help you address it.
If, on the other hand, they are just stalling, your question will help to smoke out the real objection. Either way, you win!
Art Sobczak helps sales pros use the phone to prospect, service and sell more effectively, while eliminating morale-killing rejection. To get FREE weekly emailed TelE-Sales Tips visit: www.BusinessByPhone.com
Wednesday, December 16, 2009
What to Do With an Immediate Brush Off
I know this has happened to me - you're making a call, and you get maybe half a sentence out before the caller says, "Not interested" and hangs up. Not a very fun experience. So what do you do to handle the situation? Today tele-sales expert Art Sobczak shares his expertise.
Should you just call back right away and act like you were disconnected?
Well, you could, but really, is that going to cause them to think how clever you are? I doubt it.
If this truly is a prospect that you want to pursue, consider some alternatives.
First, consider that the prospect might be having a bad day, or has just experienced an office emergency requiring immediate attention. Therefore another contact might be worth the investment, just not right now.
And instead of calling, try an email, fax or a brief note, stating,
"I have the feeling I called you at a bad time the other day. I apologize. The purpose for my call was to run an idea by you that could potentially help you to (fill in the blank with some result they would be interested in). I'd like to ask you a few questions to determine if we have the basis for a
conversation. I will call you again on Friday, or you can reach me at 800-555-2922."
Is this likely to get a high response rate? No, but any response you get would be better than the flat out "no," and the upside return on the investment could be huge.
Another alternative would be to simply place them back in your calling rotation for a few weeks down the road. They likely won't remember.
Art Sobczak helps sales pros use the phone to prospect, service and sell more effectively, while eliminating morale-killing rejection. To get FREE weekly emailed TelE-Sales Tips visit: www.BusinessByPhone.com
Should you just call back right away and act like you were disconnected?
Well, you could, but really, is that going to cause them to think how clever you are? I doubt it.
If this truly is a prospect that you want to pursue, consider some alternatives.
First, consider that the prospect might be having a bad day, or has just experienced an office emergency requiring immediate attention. Therefore another contact might be worth the investment, just not right now.
And instead of calling, try an email, fax or a brief note, stating,
"I have the feeling I called you at a bad time the other day. I apologize. The purpose for my call was to run an idea by you that could potentially help you to (fill in the blank with some result they would be interested in). I'd like to ask you a few questions to determine if we have the basis for a
conversation. I will call you again on Friday, or you can reach me at 800-555-2922."
Is this likely to get a high response rate? No, but any response you get would be better than the flat out "no," and the upside return on the investment could be huge.
Another alternative would be to simply place them back in your calling rotation for a few weeks down the road. They likely won't remember.
Art Sobczak helps sales pros use the phone to prospect, service and sell more effectively, while eliminating morale-killing rejection. To get FREE weekly emailed TelE-Sales Tips visit: www.BusinessByPhone.com
Wednesday, December 2, 2009
Using Email Effectively in Tele-Sales
There's been a lot of talk about the use of email when prospecting, especially in the world of tele-sales. After all, it's a big change, and you want to make sure it's used effectively in unison with your calls. Today tele-sales expert Art Sobczak explains how to use email in conjunction with your calls to increase sales and remain productive.
I regularly get questions about how to use email effectively in sales/telesales. Of course as with all general questions the answers can vary depending on a number of variables such as complexity of sale, source of lead, industry, etc.
In general, here's how I typically answer:
If a sales rep is spending the bulk of his/her time writing and sending introductory emails instead of calling, that is likely "call avoidance." Here are great times to send emails:
1. Right after a call, summarizing the details of the call, their interest, and what is to happen next.
2. Right before the next call, perhaps the day before, or maybe a few hours before. Let them know you look forward to speaking with them, remind them of what they were to do, what you did, and bring something new to the table of value, perhaps some new information.
This gives you two "touches" between calls, and provides a better chance that they will do what they committed to on the previous call.
Art Sobczak, President of Business by Phone, Inc., specializes in one area only: working with business-to-business salespeople - both inside and outside - designing and delivering content-rich programs that begin showing results from the very next time participants get on the phone. Learn more at www.businessbyphone.com
I regularly get questions about how to use email effectively in sales/telesales. Of course as with all general questions the answers can vary depending on a number of variables such as complexity of sale, source of lead, industry, etc.
In general, here's how I typically answer:
If a sales rep is spending the bulk of his/her time writing and sending introductory emails instead of calling, that is likely "call avoidance." Here are great times to send emails:
1. Right after a call, summarizing the details of the call, their interest, and what is to happen next.
2. Right before the next call, perhaps the day before, or maybe a few hours before. Let them know you look forward to speaking with them, remind them of what they were to do, what you did, and bring something new to the table of value, perhaps some new information.
This gives you two "touches" between calls, and provides a better chance that they will do what they committed to on the previous call.
Art Sobczak, President of Business by Phone, Inc., specializes in one area only: working with business-to-business salespeople - both inside and outside - designing and delivering content-rich programs that begin showing results from the very next time participants get on the phone. Learn more at www.businessbyphone.com
Tuesday, November 3, 2009
Plan Your Calls Like You Do Your Weekend
What are you doing this weekend? Maybe you haven't thought about it yet, or maybe you could start rattling off a list of chores and activities you'll be doing. Today sales expert Art Sobczak points out the importance of planning - do you plan your calls like you plan your weekend?
Ask yourself these questions:
On the last telephone call you made to a prospect/ customer, what was your specific objective for the call?
Did you have the opening planned so you knew precisely what you were going to say?
Did you prepare a voice mail message you were ready to deliver, velvety smooth, without hesitation?
Were your questions in order?
How prepared were you with your responses to their answers to those questions?
What was your contingency plan in case things didn't go as well as you'd like?
If, without hesitation, you rattled off answers to these questions, I'd wager you do pretty well. When people have trouble answering these questions, chances are there are "umm's" and "uh's" in their calls.
I find it curious and interesting that many people put more planning into their weekend or what they'll have for lunch, than they do their telephone calls.
Quite simply, your sales success correlates directly to your preparation. It's also the key to sounding smooth. Being a superstar in sales, particularly on the phone, is not a matter of "smiling and dialing," plowing through the names, hoping that you'll stumble into someone ready to buy.
Don't believe any trash about this being a pure numbers game. It's a QUALITY game. As I always say, the worst possible time to think of what you're going to say is as it's already coming out of your mouth.
Go back, review those questions, and be certain you can answer them for your next call, and every one thereafter. Do so, and I'm sure you'll show pleasing sales results.
Art Sobczak, President of Business by Phone, Inc., specializes in one area only: working with business-to-business salespeople - both inside and outside - designing and delivering content-rich programs that begin showing results from the very next time participants get on the phone. Learn more at www.businessbyphone.com
Ask yourself these questions:
On the last telephone call you made to a prospect/ customer, what was your specific objective for the call?
Did you have the opening planned so you knew precisely what you were going to say?
Did you prepare a voice mail message you were ready to deliver, velvety smooth, without hesitation?
Were your questions in order?
How prepared were you with your responses to their answers to those questions?
What was your contingency plan in case things didn't go as well as you'd like?
If, without hesitation, you rattled off answers to these questions, I'd wager you do pretty well. When people have trouble answering these questions, chances are there are "umm's" and "uh's" in their calls.
I find it curious and interesting that many people put more planning into their weekend or what they'll have for lunch, than they do their telephone calls.
Quite simply, your sales success correlates directly to your preparation. It's also the key to sounding smooth. Being a superstar in sales, particularly on the phone, is not a matter of "smiling and dialing," plowing through the names, hoping that you'll stumble into someone ready to buy.
Don't believe any trash about this being a pure numbers game. It's a QUALITY game. As I always say, the worst possible time to think of what you're going to say is as it's already coming out of your mouth.
Go back, review those questions, and be certain you can answer them for your next call, and every one thereafter. Do so, and I'm sure you'll show pleasing sales results.
Art Sobczak, President of Business by Phone, Inc., specializes in one area only: working with business-to-business salespeople - both inside and outside - designing and delivering content-rich programs that begin showing results from the very next time participants get on the phone. Learn more at www.businessbyphone.com
Tuesday, September 29, 2009
"What's it going to take to get your business?"
Tele-sales expert Art Sobczak recently received a cold call where the opening statement started with "Hey, Art. Bill at Audio Duplicators. We duplicate CD's and DVD's. I was wondering what it would take to get your business?" The main problem here? Using "What would it take to get your business?" without actually knowing the person you're calling or their situation.
Of course, using this early begs all kinds of comments and questions from prospects and customers, some spoken, some not. Some logical, some smart-alecky. All justified. For example,
"Why should I even consider answering the question?"
"Who ARE you?"
"If you gave it to me for free, maybe."
"I'm satisfied with the company I'm using."
According to Sobczak, "The problem with this question, used early, is that it is much too early, and no value whatsoever has been even hinted at yet. I had no reason to stay on the phone with him, and he is asking ME to explain how I would give him my business! Come on."
WHEN IT'S OK
Let's fast forward to a call...one where there's a good opening, nice qualifying and need-development questions, a strong presentation, perhaps an attempt to close, and the prospect hems and haws with, "I'm just not sure."
Then, this would make more sense:
"Pat, we seem to be in agreement that this is what you're looking for, and the price is within your budget. What is it going to take for us to move forward?"
OTHER DECISION-MAKING CRITERIA QUESTIONS
Here are questions I like to ask in the probing stage, especially when you are competing with someone else for a piece of business.
"How, specifically, will you make your decision?"
"What decision-making criteria will you use, and which areas will be most important to you?"
"If we are at the top in all of those areas, will we be the one you choose?"
"If you made a decision today, where would we stand?"
Art Sobczak, President of Business by Phone, Inc., specializes in one area only: working with business-to-business salespeople - both inside and outside - designing and delivering content-rich programs that begin showing results from the very next time participants get on the phone. Learn more at www.businessbyphone.com
Of course, using this early begs all kinds of comments and questions from prospects and customers, some spoken, some not. Some logical, some smart-alecky. All justified. For example,
"Why should I even consider answering the question?"
"Who ARE you?"
"If you gave it to me for free, maybe."
"I'm satisfied with the company I'm using."
According to Sobczak, "The problem with this question, used early, is that it is much too early, and no value whatsoever has been even hinted at yet. I had no reason to stay on the phone with him, and he is asking ME to explain how I would give him my business! Come on."
WHEN IT'S OK
Let's fast forward to a call...one where there's a good opening, nice qualifying and need-development questions, a strong presentation, perhaps an attempt to close, and the prospect hems and haws with, "I'm just not sure."
Then, this would make more sense:
"Pat, we seem to be in agreement that this is what you're looking for, and the price is within your budget. What is it going to take for us to move forward?"
OTHER DECISION-MAKING CRITERIA QUESTIONS
Here are questions I like to ask in the probing stage, especially when you are competing with someone else for a piece of business.
"How, specifically, will you make your decision?"
"What decision-making criteria will you use, and which areas will be most important to you?"
"If we are at the top in all of those areas, will we be the one you choose?"
"If you made a decision today, where would we stand?"
Art Sobczak, President of Business by Phone, Inc., specializes in one area only: working with business-to-business salespeople - both inside and outside - designing and delivering content-rich programs that begin showing results from the very next time participants get on the phone. Learn more at www.businessbyphone.com
Friday, September 11, 2009
Avoiding Self-Sabotage
Sales expert Art Sobczak gives great advice that gets right to the point. So you know when he got this email from a reader he had a few things to say. Check out his response below!
"Art, an email I received from a vendor, in response to a question we asked about a policy issue, started out with, 'You're not going to like this, but ...'
"I continued reading, now feeling bitter. However, what was said was really nothing more than what we already knew and expected.
"I would love to see your take on something like this. A piece on the things we do to sabotage ourselves when all we were intending to do was soften the cold hard reality."
Pointing Out Negatives They Probably Wouldn't Notice
I was talking to a guy about some training for his small business and mentioned I visited his website. He immediately apologized for some things (which he perceived as negatives) on the site that I hadn't even noticed. After he mentioned them, I guess I did recall them, but really didn't feel they were negatives at the time.
Some people obsess about things that no one other than them would ever see. But, when they're highlighted for us, then we tend to see them. For example, red cars in the parking lot outside your building. There. Now I bet that you'll look for them.
It's All in the Positioning
I remember years ago when my kids were little, my wife made the comment, "I'll let the kids know that they have to stay at Grandma's house tonight since we're going out."
Of course she didn't intend that to sound negative, but sometimes we say things that can be interpreted differently than we intend (to say the least!). Leaving nothing to chance, I told her that I would tell them.
So, I put a different spin on it: "Kids! Guess what? You GET to go spend the night at Grandma's!" "Yay!", they screamed.
Giving TMI (Too Much Info)
I've heard many a sales rep talk too much about facts irrelevant to what the prospect/customer cared about. The danger here is creating objections.
A sales rep handled an incoming call where the buyer asked for information on a new calculator model he was looking to carry in his catalog since he had heard good things about it. Understand now, that the inquirer was interested in placing a large order right then and there for an initial shipment. Things were progressing smoothly until the rep added, "Now of course, these don't come with the AC adapter."
The prospect immediately changed his tone and said, "Hmmm, I didn't really expect them to, but now I'll have to think about this a bit." Lost sale.
Here are a few others:
Instead of,
"So you probably don't want to buy?", try,
"Shall we move forward with the delivery?"
Instead of,
"I imagine you're not looking for another vendor?", try,
"What plans do you have for a backup vendor in case you need something and your present source doesn't have what you need, when you need it?"
Instead of,
"I'll have to check on that for you.", try,
"I'll be happy to research that for you."
Art Sobczak, President of Business by Phone, Inc., specializes in one area only: working with business-to-business salespeople - both inside and outside - designing and delivering content-rich programs that begin showing results from the very next time participants get on the phone. Learn more at www.businessbyphone.com
"Art, an email I received from a vendor, in response to a question we asked about a policy issue, started out with, 'You're not going to like this, but ...'
"I continued reading, now feeling bitter. However, what was said was really nothing more than what we already knew and expected.
"I would love to see your take on something like this. A piece on the things we do to sabotage ourselves when all we were intending to do was soften the cold hard reality."
Pointing Out Negatives They Probably Wouldn't Notice
I was talking to a guy about some training for his small business and mentioned I visited his website. He immediately apologized for some things (which he perceived as negatives) on the site that I hadn't even noticed. After he mentioned them, I guess I did recall them, but really didn't feel they were negatives at the time.
Some people obsess about things that no one other than them would ever see. But, when they're highlighted for us, then we tend to see them. For example, red cars in the parking lot outside your building. There. Now I bet that you'll look for them.
It's All in the Positioning
I remember years ago when my kids were little, my wife made the comment, "I'll let the kids know that they have to stay at Grandma's house tonight since we're going out."
Of course she didn't intend that to sound negative, but sometimes we say things that can be interpreted differently than we intend (to say the least!). Leaving nothing to chance, I told her that I would tell them.
So, I put a different spin on it: "Kids! Guess what? You GET to go spend the night at Grandma's!" "Yay!", they screamed.
Giving TMI (Too Much Info)
I've heard many a sales rep talk too much about facts irrelevant to what the prospect/customer cared about. The danger here is creating objections.
A sales rep handled an incoming call where the buyer asked for information on a new calculator model he was looking to carry in his catalog since he had heard good things about it. Understand now, that the inquirer was interested in placing a large order right then and there for an initial shipment. Things were progressing smoothly until the rep added, "Now of course, these don't come with the AC adapter."
The prospect immediately changed his tone and said, "Hmmm, I didn't really expect them to, but now I'll have to think about this a bit." Lost sale.
Here are a few others:
Instead of,
"So you probably don't want to buy?", try,
"Shall we move forward with the delivery?"
Instead of,
"I imagine you're not looking for another vendor?", try,
"What plans do you have for a backup vendor in case you need something and your present source doesn't have what you need, when you need it?"
Instead of,
"I'll have to check on that for you.", try,
"I'll be happy to research that for you."
Art Sobczak, President of Business by Phone, Inc., specializes in one area only: working with business-to-business salespeople - both inside and outside - designing and delivering content-rich programs that begin showing results from the very next time participants get on the phone. Learn more at www.businessbyphone.com
Tuesday, August 11, 2009
Use This Question to Clean Up Your Follow-Up File
How many prospects do you have pending right now? How many of them will close in the next week? The next month? If you're like most salespeople, you're not entirely sure where you stand. Tele-sales expert Art Sobczak suggests you use "The Cleansing Question" to move prospects along and find out where you stand!
Ask the Cleansing Question
The main reason reps have too many leads working is that they don't ask the tough questions early enough. You need to find out if the person you're talking to is really a "player." It's always better to get a "no" early, than to waste time, effort, paper, and postage chasing shadows that never will materialize.
Here is what you need to do starting today. Begin cleaning up your "non-prospect" prospects now by asking this Cleansing Question:
"Mr./Ms. Prospect, we've been talking for awhile now, and have agreed that we'd be able to help you (fill in with how they would benefit.) I want to be sure I'm not bothering you, or wasting your time or mine. Tell me, what is the probability we'll be able to work together in the next month?"
Think of the possible results here.
1. They say, "Zero probability." Great, now at least you can find out the real problem, or move them out. Movement, forward or out, is progress.
2. They give some other probability. Good, but not great. You want to ask what you both need to do to move forward now. Get specifics. Commitments. Ask them to attach time frames to the commitments. Don't allow them to continue putting you off. Again, movement here is success.
3. You just might get the business right now. Perfect. Sometimes all it takes is the nudge to get the boulder rolling down the mountain.
Do some late-summer cleaning. Examine your follow-up files. Prepare you own strategy and ask the Cleansing Question.
Art Sobczak, President of Business by Phone, Inc., specializes in one area only: working with business-to-business salespeople - both inside and outside - designing and delivering content-rich programs that begin showing results from the very next time participants get on the phone. Learn more at www.businessbyphone.com
Ask the Cleansing Question
The main reason reps have too many leads working is that they don't ask the tough questions early enough. You need to find out if the person you're talking to is really a "player." It's always better to get a "no" early, than to waste time, effort, paper, and postage chasing shadows that never will materialize.
Here is what you need to do starting today. Begin cleaning up your "non-prospect" prospects now by asking this Cleansing Question:
"Mr./Ms. Prospect, we've been talking for awhile now, and have agreed that we'd be able to help you (fill in with how they would benefit.) I want to be sure I'm not bothering you, or wasting your time or mine. Tell me, what is the probability we'll be able to work together in the next month?"
Think of the possible results here.
1. They say, "Zero probability." Great, now at least you can find out the real problem, or move them out. Movement, forward or out, is progress.
2. They give some other probability. Good, but not great. You want to ask what you both need to do to move forward now. Get specifics. Commitments. Ask them to attach time frames to the commitments. Don't allow them to continue putting you off. Again, movement here is success.
3. You just might get the business right now. Perfect. Sometimes all it takes is the nudge to get the boulder rolling down the mountain.
Do some late-summer cleaning. Examine your follow-up files. Prepare you own strategy and ask the Cleansing Question.
Art Sobczak, President of Business by Phone, Inc., specializes in one area only: working with business-to-business salespeople - both inside and outside - designing and delivering content-rich programs that begin showing results from the very next time participants get on the phone. Learn more at www.businessbyphone.com
Thursday, July 16, 2009
How to Sound More Credible and Persuasive
Sometimes all you need to sound more credible is an outside source. Take a cue from tele-sales expert Art Sobczak and use these outside sources in your preliminary conversations.
TESTIMONIALS: You can say that your system can increase productivity by 20%. But it's more impressive to state that "Jan Halston at Allied Engineering saw a 22% increase in production output which he said was directly attributable to the system."
Action Step: Think of actual testimonials, case studies, and success stories. Get permission to use company and individual names. But even without names this still carries weight by saying, "I had a customer the other day who said ..."
INDEPENDENT INFORMATION SOURCES: I typically roll my eyes when I hear, "We're the most respected in the business," or, "We're the leaders in ..." The skeptic in me is thinking, "According to whom?" What really carries clout, though, is something like, "According to a study done by Widget News Magazine, we are rated number one in customer satisfaction."
Action Step: Collect all the studies, news articles, and other information mentioning your company and products. Compile according to the categories and situations you can use.
THIRD PARTIES OR ENTITIES: If a savvy customer detects you can give him a lower price, he will keep grinding, trying to extract it from you. However, it's more difficult when the price is set by the Corporate Pricing Committee, and is based on a complex algorithm, market prices for raw materials, and the phases of the moon. Of course, your hands are tied in this case. You get the picture.
Action Step: Think of the situations you encounter where you are challenged. Prices, benefits ... then determine if there are other people or entities you can use to substantiate - not make excuses for - the way things are.
Art Sobczak, President of Business by Phone, Inc., specializes in one area only: working with business-to-business salespeople - both inside and outside - designing and delivering content-rich programs that begin showing results from the very next time participants get on the phone. Learn more at www.businessbyphone.com
TESTIMONIALS: You can say that your system can increase productivity by 20%. But it's more impressive to state that "Jan Halston at Allied Engineering saw a 22% increase in production output which he said was directly attributable to the system."
Action Step: Think of actual testimonials, case studies, and success stories. Get permission to use company and individual names. But even without names this still carries weight by saying, "I had a customer the other day who said ..."
INDEPENDENT INFORMATION SOURCES: I typically roll my eyes when I hear, "We're the most respected in the business," or, "We're the leaders in ..." The skeptic in me is thinking, "According to whom?" What really carries clout, though, is something like, "According to a study done by Widget News Magazine, we are rated number one in customer satisfaction."
Action Step: Collect all the studies, news articles, and other information mentioning your company and products. Compile according to the categories and situations you can use.
THIRD PARTIES OR ENTITIES: If a savvy customer detects you can give him a lower price, he will keep grinding, trying to extract it from you. However, it's more difficult when the price is set by the Corporate Pricing Committee, and is based on a complex algorithm, market prices for raw materials, and the phases of the moon. Of course, your hands are tied in this case. You get the picture.
Action Step: Think of the situations you encounter where you are challenged. Prices, benefits ... then determine if there are other people or entities you can use to substantiate - not make excuses for - the way things are.
Art Sobczak, President of Business by Phone, Inc., specializes in one area only: working with business-to-business salespeople - both inside and outside - designing and delivering content-rich programs that begin showing results from the very next time participants get on the phone. Learn more at www.businessbyphone.com
Friday, June 19, 2009
Leave Messages That Get Returned
Yesterday tele-sales expert Art Sobczak showed us what we might be doing wrong that's keeping prospects from returning our calls. Although prospects are busier than ever, Sobczak believes voicemail is not a lost cause - you just have to make it work for you. Here's what he suggests you do to start getting those calls returned.
Learn about them first. Be a detective. Glean info whenever possible. Go to their website. Enter the company name and prospect's name into search engines. Read trade publications, your local Business Journal, and the ones in your territory. Then use that information in your messages as it relates to how you might be able to help them get or avoid something.
Talk to others in the company. Anyone and everyone. Continue your info-gathering. Identify yourself and company and say, "I hope you can help me. I'm going to speak with Ms. Byer, and I want to be sure that what I have would be appropriate." Then ask questions.
Be prepared. Voicemail is not new technology. It shouldn't be a surprise that you will be asked to speak after the tone. So why not be prepared for what you'll say, without hesitation? (Just notice how many messages you get that begin with, "Uhhh...") There's no excuse to not be smooth and confident.
Use a "possible results" statement. This is the grabber. Mention what you might be able to do for them. Personalization increases their interest level. "I understand you're now looking at ways to increase the number of long-term leases at your Highland Park property. We specialize in some unique marketing methods that help property managers minimize vacancies..."
Use a multi-media approach. Don't rely on voicemail to carry the entire load. Back up your message with an email, a fax, a letter, or a message that you ask the screener to write on the pink message pad and give to the boss. And don't overlook the lowest tech, but highest touch approach: handwritten letters.
Say YOU'LL call back. You need to control the communication. It's your responsibility to reach them. Tell them you'll call back Thursday morning. Then DO it. But do give them options to reach you, leaving your phone number and email just in case they want to contact you.
Use a "last resort." At some point of repeated futility, depending upon their future potential and the size of your prospect pool, you need to punt and leave a final, firmer message. What is that point? If you sell office supplies, everyone could be a prospect, so the magic number at which you let go would be smaller than for someone selling train locomotives to railroads. What to say?
"...I've tried several times to contact you about how we might be able to help cut your cost of customer acquisition by 20% like we have for B.O. Industries. If I don't hear back from you I'm going to assume this is not something you'd like to discuss at this time..."
This often elicits a response (I've even heard apologies) from people who are interested and simply were too busy to reply.
While most sales reps are ensuring they never get through because of their voicemails, you can set yourself apart and pave the way for a productive conversation. Avoid these mistakes, use these ideas, and the sound of the tone will be like the music of a cash register!
Art Sobczak, President of Business By Phone Inc., specializes in one area only: working with business-to-business salespeople - both inside and outside - designing and delivering content-rich programs that begin showing results from the very next time participants get on the phone. You can learn more at www.businessbyphone.com
Learn about them first. Be a detective. Glean info whenever possible. Go to their website. Enter the company name and prospect's name into search engines. Read trade publications, your local Business Journal, and the ones in your territory. Then use that information in your messages as it relates to how you might be able to help them get or avoid something.
Talk to others in the company. Anyone and everyone. Continue your info-gathering. Identify yourself and company and say, "I hope you can help me. I'm going to speak with Ms. Byer, and I want to be sure that what I have would be appropriate." Then ask questions.
Be prepared. Voicemail is not new technology. It shouldn't be a surprise that you will be asked to speak after the tone. So why not be prepared for what you'll say, without hesitation? (Just notice how many messages you get that begin with, "Uhhh...") There's no excuse to not be smooth and confident.
Use a "possible results" statement. This is the grabber. Mention what you might be able to do for them. Personalization increases their interest level. "I understand you're now looking at ways to increase the number of long-term leases at your Highland Park property. We specialize in some unique marketing methods that help property managers minimize vacancies..."
Use a multi-media approach. Don't rely on voicemail to carry the entire load. Back up your message with an email, a fax, a letter, or a message that you ask the screener to write on the pink message pad and give to the boss. And don't overlook the lowest tech, but highest touch approach: handwritten letters.
Say YOU'LL call back. You need to control the communication. It's your responsibility to reach them. Tell them you'll call back Thursday morning. Then DO it. But do give them options to reach you, leaving your phone number and email just in case they want to contact you.
Use a "last resort." At some point of repeated futility, depending upon their future potential and the size of your prospect pool, you need to punt and leave a final, firmer message. What is that point? If you sell office supplies, everyone could be a prospect, so the magic number at which you let go would be smaller than for someone selling train locomotives to railroads. What to say?
"...I've tried several times to contact you about how we might be able to help cut your cost of customer acquisition by 20% like we have for B.O. Industries. If I don't hear back from you I'm going to assume this is not something you'd like to discuss at this time..."
This often elicits a response (I've even heard apologies) from people who are interested and simply were too busy to reply.
While most sales reps are ensuring they never get through because of their voicemails, you can set yourself apart and pave the way for a productive conversation. Avoid these mistakes, use these ideas, and the sound of the tone will be like the music of a cash register!
Art Sobczak, President of Business By Phone Inc., specializes in one area only: working with business-to-business salespeople - both inside and outside - designing and delivering content-rich programs that begin showing results from the very next time participants get on the phone. You can learn more at www.businessbyphone.com
Thursday, June 18, 2009
Why Your Voicemails Are Ignored
Tele-sales expert Art Sobczak is one of those people that gets right to the point - and I really like that. Here he shares the most likely reasons as to why prospects don't return your calls.
"The same reasons apply to all salespeople leaving voicemails," says Sobczak. "Pick any three (or more) of the following reasons."
The message is too long. Grab their attention within 10 seconds or you're done. Picture someone picking up their voicemails in a busy, noisy airport; they don't have time to listen to your life story.
It's not about them. They don't care about you, or that you're their new "account manager." And really, why should they? They're just like Tony Keith in his song, "I want to Talk About ME."
You sound salesy. Mention that you have a new product, a service, that you want them to do business with you, or that you want to meet with them, and you evoke the same resistance as when the store sales rep says, "May I help you?" Face it: most people run the other way when a salesperson approaches them.
Most people don't return voicemails from sales reps. News alert: They're swimming upstream as fast as they can to stay up with their daily piles of work and emails. Very few say, "Oh, good. Another call from a sales rep. Move that to the top of the to-do list."
You only called once. Even if someone returns the occasional voicemail, who do they call? Probably not the one-time caller. A buyer I interviewed told me that he never returns calls, and the only sales reps who have the remotest chance of even getting through his screener next time are those he recognizes as having left several interesting voicemails.
Now that you know why they aren't calling back, it's time to start fixing those problems. Sobczak will be back tomorrow with advice that will help you craft messages that get returned.
Art Sobczak, President of Business by Phone, Inc., specializes in one area only: working with business-to-business salespeople - both inside and outside - designing and delivering content-rich programs that begin showing results from the very next time participants get on the phone. Learn more at www.businessbyphone.com
"The same reasons apply to all salespeople leaving voicemails," says Sobczak. "Pick any three (or more) of the following reasons."
The message is too long. Grab their attention within 10 seconds or you're done. Picture someone picking up their voicemails in a busy, noisy airport; they don't have time to listen to your life story.
It's not about them. They don't care about you, or that you're their new "account manager." And really, why should they? They're just like Tony Keith in his song, "I want to Talk About ME."
You sound salesy. Mention that you have a new product, a service, that you want them to do business with you, or that you want to meet with them, and you evoke the same resistance as when the store sales rep says, "May I help you?" Face it: most people run the other way when a salesperson approaches them.
Most people don't return voicemails from sales reps. News alert: They're swimming upstream as fast as they can to stay up with their daily piles of work and emails. Very few say, "Oh, good. Another call from a sales rep. Move that to the top of the to-do list."
You only called once. Even if someone returns the occasional voicemail, who do they call? Probably not the one-time caller. A buyer I interviewed told me that he never returns calls, and the only sales reps who have the remotest chance of even getting through his screener next time are those he recognizes as having left several interesting voicemails.
Now that you know why they aren't calling back, it's time to start fixing those problems. Sobczak will be back tomorrow with advice that will help you craft messages that get returned.
Art Sobczak, President of Business by Phone, Inc., specializes in one area only: working with business-to-business salespeople - both inside and outside - designing and delivering content-rich programs that begin showing results from the very next time participants get on the phone. Learn more at www.businessbyphone.com
Friday, June 12, 2009
Don't Be a Nuisance
Sometimes you just don't know what to say when you pick up the phone. Instead of saying "I'm just calling to check in..." use this advice from tele-sales expert Art Sobczak to spice up your calls.
"Calls to regular customers, and to prospects you're clinging onto should always contain something of value...something that lets the customer feel you are contributing something useful by calling," says Sobczak. "Keep in mind that your regular customers are someone else's prospects. If they feel they are being taken for granted by a sales rep who simply calls and says, "Do you have an order for me?" they might eventually fall for the wooing of a competitor who is creative enough to dangle something attractive in front of them. Also keep in mind your prospects are likely buying from someone else, and won't budge unless they see some value
in what you have."
So, what to do? Here are just a few ideas to spice up these calls to position you as a value-added resource, and not just a salesperson.
Begin with "YOU"
A good way to begin these calls is by saying something like,
"I was thinking of you,"
"I heard some interesting information, and you immediately came to mind," and,
"When this news came out, I thought about you..."
Industry News
Perhaps you have some news they might not be aware of. Or, maybe they are aware of it, and you have something to help them take advantage of it. For example,
"Ms. Prospect, you probably are familiar with the new regulations regarding the reporting of waste disposal. We developed a way to make that less of a headache for companies in your situation, and I'd like to ask you a few questions to see how much of a problem you anticipate this being."
New Policies at Your Company
If you change restrictive policies that would enable you to do business with people who didn't qualify in the past, call them again. For example, if your minimum order size has been dropped, or, you're now carrying a line that they asked for before and you didn't have it, or you've lessened credit requirements. With regular customers, calling with changes to their advantage is always welcome.
New Regime at Your Company
This can be effective for those accounts you haven't been able to break because of legitimate, real objections they had. If, for example, new management has cleaned house and improved quality, decreased errors, etc., call again, since you're now selling a new company. Also, these can be spun into reasons for calling existing accounts.
New Capability
If you have products or services that deliver results you weren't able to before, that is always a good reason to call. Just be sure you are positioning them in terms of results to the listener. Not, "Hey, we have a new product and we think it is great."
New You
Maybe you fell to pieces and self-destructed on a previous call. Since then you've acquired more skills and confidence. Maybe you've come up with new ideas, or a new strategy.
Art Sobczak helps sales pros use the phone to prospect, service and sell more effectively, while eliminating morale-killing rejection. To get FREE weekly emailed TelE-Sales Tips visit: www.BusinessByPhone.com
"Calls to regular customers, and to prospects you're clinging onto should always contain something of value...something that lets the customer feel you are contributing something useful by calling," says Sobczak. "Keep in mind that your regular customers are someone else's prospects. If they feel they are being taken for granted by a sales rep who simply calls and says, "Do you have an order for me?" they might eventually fall for the wooing of a competitor who is creative enough to dangle something attractive in front of them. Also keep in mind your prospects are likely buying from someone else, and won't budge unless they see some value
in what you have."
So, what to do? Here are just a few ideas to spice up these calls to position you as a value-added resource, and not just a salesperson.
Begin with "YOU"
A good way to begin these calls is by saying something like,
"I was thinking of you,"
"I heard some interesting information, and you immediately came to mind," and,
"When this news came out, I thought about you..."
Industry News
Perhaps you have some news they might not be aware of. Or, maybe they are aware of it, and you have something to help them take advantage of it. For example,
"Ms. Prospect, you probably are familiar with the new regulations regarding the reporting of waste disposal. We developed a way to make that less of a headache for companies in your situation, and I'd like to ask you a few questions to see how much of a problem you anticipate this being."
New Policies at Your Company
If you change restrictive policies that would enable you to do business with people who didn't qualify in the past, call them again. For example, if your minimum order size has been dropped, or, you're now carrying a line that they asked for before and you didn't have it, or you've lessened credit requirements. With regular customers, calling with changes to their advantage is always welcome.
New Regime at Your Company
This can be effective for those accounts you haven't been able to break because of legitimate, real objections they had. If, for example, new management has cleaned house and improved quality, decreased errors, etc., call again, since you're now selling a new company. Also, these can be spun into reasons for calling existing accounts.
New Capability
If you have products or services that deliver results you weren't able to before, that is always a good reason to call. Just be sure you are positioning them in terms of results to the listener. Not, "Hey, we have a new product and we think it is great."
New You
Maybe you fell to pieces and self-destructed on a previous call. Since then you've acquired more skills and confidence. Maybe you've come up with new ideas, or a new strategy.
Art Sobczak helps sales pros use the phone to prospect, service and sell more effectively, while eliminating morale-killing rejection. To get FREE weekly emailed TelE-Sales Tips visit: www.BusinessByPhone.com
Thursday, April 23, 2009
You Have to Ask for the Sale
Telesales expert Art Sobczak makes a lot of great points through his stories and experiences. Here's one that reminds you to take the step and ask for the sale.
I needed my home gutters cleaned, so I went to the classified section of the paper and called four of the advertisers and told each that I needed my gutters cleaned.
I did not say I was shopping, or looking for the lowest price. Each gave me their price, then was silent. The first one who asked for the business was going to get it. Which happened to be the last one.
"It will be $65. I can be there tomorrow, OK?"
OK.
If you handle calls where inquirers call for information such as availability and price quotes, make it a point to always ask for the sale before you hang up. They are going to buy from someone. Why would they call otherwise? It should be from you.
Too often I'll hear reps handle calls, burn trails through the company looking for specific information, and then provide it to the caller. The rep waits passively, then they hear, "Oh, OK, well, I'll get back to you. It looks pretty good."
Instead, make it a habit to say, "Yes, we have that in stock. It's only $496. How many should I ship you?"
Or, if the request requires work on your part and you'll need to get back to the caller, ensure you're not working for free. "I'll be happy to check this for you. Tell me about your project. How does this fit in?"
Get them talking about their situation. After learning more, should you even decide the work will be worth the effort, ask them, "Great, after I find this for you, assuming it's satisfactory, how many will you be getting from us?"
Then you can ask, "So, what would be satisfactory?"
It's tough enough to find opportunities. Be sure you are taking advantage of the ones that show up at your door with money to spend. Help them get what they want - from you.
Art Sobczak helps sales pros use the phone to prospect, service and sell more effectively, while eliminating morale-killing rejection. To get FREE weekly emailed TelE-Sales Tips visit: www.BusinessByPhone.com
I needed my home gutters cleaned, so I went to the classified section of the paper and called four of the advertisers and told each that I needed my gutters cleaned.
I did not say I was shopping, or looking for the lowest price. Each gave me their price, then was silent. The first one who asked for the business was going to get it. Which happened to be the last one.
"It will be $65. I can be there tomorrow, OK?"
OK.
If you handle calls where inquirers call for information such as availability and price quotes, make it a point to always ask for the sale before you hang up. They are going to buy from someone. Why would they call otherwise? It should be from you.
Too often I'll hear reps handle calls, burn trails through the company looking for specific information, and then provide it to the caller. The rep waits passively, then they hear, "Oh, OK, well, I'll get back to you. It looks pretty good."
Instead, make it a habit to say, "Yes, we have that in stock. It's only $496. How many should I ship you?"
Or, if the request requires work on your part and you'll need to get back to the caller, ensure you're not working for free. "I'll be happy to check this for you. Tell me about your project. How does this fit in?"
Get them talking about their situation. After learning more, should you even decide the work will be worth the effort, ask them, "Great, after I find this for you, assuming it's satisfactory, how many will you be getting from us?"
Then you can ask, "So, what would be satisfactory?"
It's tough enough to find opportunities. Be sure you are taking advantage of the ones that show up at your door with money to spend. Help them get what they want - from you.
Art Sobczak helps sales pros use the phone to prospect, service and sell more effectively, while eliminating morale-killing rejection. To get FREE weekly emailed TelE-Sales Tips visit: www.BusinessByPhone.com
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