Your Voice Matters

Have you ever gotten a voice mail from someone where they mumbled, you could barely hear them, or they sounded bored out of their mind? I don't know about you, but I usually delete those without even listening to the whole thing. If they don't care, why should I?

Telesales expert Renee Walkup has some excellent ideas you should keep in mind when selling over the phone.

1. Use humor in your tone and speech.
By smiling and using light-hearted humor, not only will you look friendlier in person, you'll sound more confident and friendly when on the telephone. The reason for this is that your vocal cords actually lift up, when smiling.

2. End your sentences with a confident tone.
If your sentences are well-thought out, you won't end up trailing off at the end of your thoughts. Also, avoid "up-speaking" at the end of your sentences. This is sometimes a regional habit and you'll have more credibility if you can train yourself not to speak up at the end of sentences.

3. Avoid over-explaining.
As business professionals, we know much more than we need to share. That's part of being a professional! However, no one wants to hear the entire chapter and verse of your knowledge. You'll have more strength and credibility if you consider what the listener really needs to know in order to buy-in to your idea or sales presentation.

4. Steer clear of disclaimers.
For example, if you pepper your communication with comments such as, "I may be way off base here, but..." You've lost credibility. Maintain a strong speaking demeanor so that you are positioned as an expert without sounding cocky. Confidence is good. Self-deprecating speech doesn't strengthen your persuasion power.

5. Be diplomatic.
Everyone wants to avoid offending people, so be confident about thoughts, and diplomatic with people. For example, saying: "You are completely wrong", doesn't work as well as: "I have a plan that should solve these challenges."

Renee Walkup is president of SalesPEAK Inc. and author of "Selling to Anyone Over the Phone."

Identifying the Decision Maker

With so many people and job titles in an organization, it can be hard to find the decision maker you need to speak with. After all, it could be the VP, the CFO, the Director, the Managing Director, Purchasing, etc. Way too many choices, but it's something you have to keep digging at until you find the right person.

"If you are not speaking with a decision-maker your sales cycle will lengthen and you may run the risk of losing the opportunity altogether," says telesales expert Wendy Weiss.

"Influencers" influence. They do not decide.

Here's the bottom line from Weiss: "If you are not speaking with a decision-maker, you are not speaking with a qualified prospect. Far too many sales representatives spend far too much time courting prospects who can never and will never make a decision."

"One way to ensure that you are always speaking with the decision-maker is to always call the highest-level person that you believe would make the decision," continues Weiss. "That person will either be your correct prospect, or they will know who is and they can point you in the right direction."

Once you've got that prospect on the phone, make sure to ask the following questions. This way you will be certain that you are speaking with the decision-maker.

1. What is your decision-making process?
2. How have you made this decision before?
3. What are the steps in your decision-making process?
4. How long does it take?
5. Who is involved in the decision-making process?
6. Who makes the final decision?
7. Who else will you be speaking with about this decision?
8. After we submit our proposal/bid/quote, what happens next?
9. How long will that take?
10.When do you expect to make a decision?
11.When would you like to begin?

Learn more from cold calling expert Wendy Weiss at www.wendyweiss.com or email her at wendy@wendyweiss.com

Pick Up the Phone and Beat the Heat!

Have you been feeling the heat lately? I don't know about your neck of the woods, but San Diego has been unusually hot lately. We're spoiled by moderate temperatures year-round, so any extreme change in temperature makes me feel absolutely miserable.

With the heat on everyone's minds, I felt this article from sales trainer Renee Walkup, where she asks "Can you be more efficient by using the phone?" was very timely. Use these tips to close more business over the phone, and avoid venturing into the sweltering heat wearing pantyhose or a jacket and tie.

Here are Walkup's 5 tips for being more effective over the phone:

1. Convince yourself that customers LIKE the phone. They don't always want to see you. Some of the best sales calls and negotiations are conducted using the telephone as the communications vehicle.

2. Have your notes in front of you to guide the call. If you are checking your email and attempting to organize and deliver a compelling presentation over the phone, you are about to be disappointed. Write out what you need to accomplish in advance and prepare before picking up the receiver.

3. Be quiet and listen. What wisdom or irritation is your customer going through? Are you focused on what he/she is saying that is between the lines?

4. Take notes during your call. You not only will have a record of what transpired, you may also discover what tactics you'll need to use in your next interaction with the customer.

5. Don't forget to ask for the sale! Your call should always end with a close that takes you to the next steps in your sales relationship.

So, shed your jacket, tie, pantyhose, and whatever else is making you sweat, plop down on your comfortable office chair, sit back, and pick up the phone. With these tips from Walkup, you may just close a deal!

Renee Walkup is president of SalesPEAK, a national sales performance company, as well as a well-recognized keynote speaker, sales coach, and author, with a 25-year background in sales, sales team management and training. Learn more at www.salespeak.com