Managers are worried that their sales and telesales team is forgetting basic sales/telesales etiquette and using language that is too casual. In case you are guilty of this, here are some alternative words you can try using instead.
Sales and Telesales Etiquette
1. Calling customers “Mate”.
If you are calling people and they call you mate first, then it is okay but some people take this to extreme and use the word every sentence. Whenever you think of saying “mate”, simply use the person’s name. It is more professional and builds rapport.
2. Yep, Yep – “Yes” is more professional!
3. Someone asks you how you are, you say “Not Bad”. Instead be more positive and say “Fantastic” or “Excellent” . It sounds much more enthusiastic.
4. “Cheers” – say “Thank you for your call” or “Good-bye.”
5. “No worries” – “That’s okay”,”That’s great”, “That’s fine”, “Excellent”, “Brilliant”, “That’s good”. Remember we only use positive words in sales.
6. “Bear with me” say “Would you mind holding for a moment?” (Wait for the customer’s answer).
7. “I have a good deal for you.” – a good offer is more professional.
Remember you only get 15 seconds to make a first good impression on the phone. Let it be a positive one.
Sales Etiquette For Face to Face Sales People
“The Most Practical Online Telesales Course Ever Written”
I promise that every salesperson who undertakes this 12 week course online will be making more sales by the end than ever before.
Yes, it is my 20 years of research and practical experience in one course I leave this legacy for you.
There are 6 modules which I recommend you do over 12 weeks. Each module has quizzes and tasks so you implement what you just learnt. You will be required to get all the quizzes right before you can move on to the next section. It covers how to make every type of call – outbound, inbound, follow -up calls to inactive customers, existing customers, sales made, quotes and mail-outs. The call scripts you generate will be marked by me personally.
Check out the content details on the link below
Online Telesales Course Details
A postcard from Stephen, a salesman at Mcgrath Real Estate arrived the week before Father’s Day with a competition to win a $500 prize. “Write in 25 words or less why your Dad is the best”. I let my 2 sons know and asked them to do the competition. My younger son did it straight away and after 4 days of reminders, my older son had not done it. I asked him if there was a reason why he had not done it and he said, “Oh, it will just be an excuse for the real estate agent to keep ringing us or mailing us because they will want us to give our phone number and email.” I pointed out that the reason for doing it would be to win a prize for Dad and that he could easily unsubscribe from any information that was sent by the real estate agent in the future. He then sent his submission in but I feared it would have missed the deadline of 5pm Friday before Fathers Day.
As my older son predicted, sure enough, at 9.30 am on Saturday, the phone rang and it was Stephen from Mcgrath Real Estate.
Last week I went to a new dentist. I had never met him before so I told him very clearly what I wanted to achieve from the visit. I needed to replace a filling which had dropped out and I would like a clean and polish too, nothing more.
At this point he promptly tried to sell me on the idea of having x rays (He said that it was advisable to have x rays every 2 years) and he wanted to do a check-up too. There was a possibility (he said) I might have an infection in the gum above my crown. (I knew I had not got an infection as I had recently checked this). He would not stop talking for 12 minutes and then said he would not have time at this appointment to do anything more than the filling so I would have to come back for the clean and polish and pay for a second appointment.
The point of the story is, if he had just listened to what I wanted, he would have achieved the 2 tasks in the half hour appointment. I would then have trusted him, seen he could do a good job, and then I would have been happy to order more services that he suggested. Because he started selling at me the minute I arrived, he built zero rapport and trust with me.
Make sure you build trust and rapport on the phone and face to face before you ever start your sales pitch. Use open-ended questions and establish the customer’s needs, demonstrate listening skills and then you can customise your sales presentation to the customer.
Perhaps dentists should incorporate sales training in their apprenticeships do you think?
As the leader in telesales training in Australia I am constantly looking for more effective ways to do cold calling and telephone sales generally. I was blown away by the information I learnt from a speaker called Sam Richter at the National Speakers Association conference in San Diego which I attended a couple of weeks ago. I can’t wait to share this with you as it can relate so well to sales.
1. You know, if you have read any of my newsletters, that I advocate finding out something about the prospect before calling so you can make a cold call a warm call. Well, now it’s easy to find out about a company or a person by using google filters.
For example search in google for a company name like “Trend Micro”. If you write it in inverted commas it will come up top and save you time going through all the irrelevant searches that come up. Then click on “News” at the top, then click on “Search Tools” at the top for most recent news and all the latest articles written about the company or by the company will appear. You can then start your call with “I just did a google search on your company and saw your latest article about _____. That’s really interesting. I’m curious, how did that affect you?” or “What happened exactly?” Often the prospect has not even seen the article himself and will be asking you more about the content. You are then engaged in a conversation about them which is just what you want to build rapport.
In the last two weeks, I seem to have had a series of bad sales experiences and, honestly, if you have people in your team doing this, they will be losing you business big time. They need to be trained (or fired), whichever way you think best. But if you are a Manager, maybe you are not aware of what your staff are doing (or not doing) on their sales calls. Do some phone calls and face to face calls with them and check out what is happening.
In the space of 2 weeks, here is what happened and what you can do about it:
I emailed 5 floor tilers to get quotes for a kitchen floor. Three did not reply, one replied asking me to call him. I called him, he asked no specific questions to clarify my needs and gave me a random figure over the phone. Another one rang to say he could not quote without coming round to see the job first. Obviously I went for the last person because, if he could be bothered to come round and see the job first, he was going to be bothered to do a good job for me. He was the only one out of five who went the extra mile.
I was in a shopping mall and was asked to sample a new skin cleanser. The sales assistant said I should keep it on for 5 minutes so I said I would go to the ladies and come back. My skin felt great so I decided I would buy it. When I got back to the shop, the girl was nowhere to be seen. A guy was busy with another client and told me my sales assistant had gone to lunch! That was one lost sale for sure forever.
I tried to book a holiday house down south. The real estate person said she would email me the details. I never got the details so I rang back. She said she would send them again. Once more I did not get the details. I rang back and was told it was her day off, I would have to ring tomorrow. Needless to say, I went to another agent to find a house,
I got a leaflet from a chiropractor offering his services at half price for the first visit. I rang for an appointment and he said he was busy with a patient, and asked if he could ring me back. I gave him my number but he did not ring back. Another lost sale because I certainly did not ring him back.
I see people like this abusing the profession of sales all the time these days. To be the best you can be, I recommend you stand by my 3 principles, as they have been the making of my own sales success over the years
1. “People don’t care how much you know, they want to know how much you care” (show them you care by staying in touch, addressing their problems until they are resolved, following up quotes and information you send out to them.)
2. Never say, “I don’t have time to do that” . Ask yourself a better question “How can I make some time to ensure I do that?”
3. Follow up every enquiry by phone that comes in via email and web. You can end up selling more than was originally requested and more importantly you can build a relationship with the customer.
Follow up inactive customers, you will be surprised that you will be able to revive 25% of them back to doing business with you.
Sorry if this is a bit of rant but truly, let’s raise the bar and make sure we are always performing like professional salespeople so we can proud of our profession.
Earlier this week I came across an interesting survey conducted
across 1200 business owners in 11 industries. The findings from
the research revealed that:
a) 85.2% of people said that they didn’t know how to effectively
use the LinkedIn platform to grow their business,
b) 9% had profiles but were not active
c) Only a minor 5.8% were getting results
I know that LinkedIn is a powerful tool to find a target market and promote your services if you know how to use it correctly. Combine the ability of LinkedIn to create and connect you with a targeted list of new prospects with your top telephone sales skills and you are way ahead of competitors who are still buying expensive untargeted lists to find leads. Not only that, you no longer have to make a cold call, it becomes a warm one; This enables therefore, a much easier conversation.
Last year I had the good fortune to meet Alex Pirouz.
Alex has had enormous success using LinkedIn to build his business so I asked him if he would be open to holding a webinar for my subscribers to share his wisdom with you.
Well I have some exciting news to share with you. Next week he
is going to be conducting a live webinar sharing the 3-step system he used to:
— Build a database of over 250 contacts in the media and get
featured in over 50 publications without sending out a single
— Grow his network from 50 to over 7,400 targeted contacts which
helped him land in the top 1% most viewed profiles in 2013
— Generate over $700k in revenue for himself and his clients across
14 different industries in little over 12 months
— Secure speaking engagements at Movie premiers, Universities,
Blue Chip Companies including Microsoft, Swinburne University
and Society of Young Entrepreneurs to name a few
I have managed to secure ONLY a few seats for you so don’t delay making a decision. To claim your FREE spot, click on the link
CLICK HERE TO BOOK LINKEDIN WEBINAR
At the end of the webinar Alex will be holding a Q&A session so if you have any questions feel free to email me so I can pass them on to him.
I m honoured to be invited to write monthly for “Sold” which is a wonderful digital sales magazine with a circulation of 100,000 salespeople in the USA. Here is the link to my page so you get this month’s article “How to Qualify Leads” and access to the whole magazine. It’s free so you can go there any time for some sales training and motivation
In addition there is an e-book I was invited to contribute to. It will give you inspiration and motivation from many well-known entrepreneurs. speakers and trainers. You can download it here:-
Motivating your mind, inspiring your spirit.pdf
From now on, you’ll be able to enjoy many bus, train and plane journeys absorbing these resources.
Happy New Year! I hope you made some good New Year’s resolutions.
One of my major messages to people I train is “Never delete people off your database”. You see, you never know when people are going to be ready to buy from you in the future. Their situations change and they are going to do business with the salesperson who keeps in touch with them, the salesperson who shows they care about them, the salesperson who demonstrates consistency so they know they can rely up them.
Let’s look at the idea of a telesales person selling new cars calling 10 people. Probably only one person is interested in looking for a new car right now and the other 9 are not. However if this person were to call the same people in 6 months time, they might get another person interested out of the remaining 9. If they were to call again in 12 months time, yet another person might be interested. It is worth keeping all these people on the database then isn’t it? That’s how telemarketing works. My favourite saying is “No” means “No, not now, not forever”.
When I was working in the seminar industry promoting Tony Robbins, Brian Tracy, Tom Hopkins and Jim Rohn I worked in a team of 10. Everyone except me used to delete people off the database if they said “No, not interested” on the first call. I was aware that they might not want to see the speaker I was calling about but I realised that there would be other speakers to offer them in the future that might interest them. I was in business for the long term so why delete people with whom you have already started to build rapport? You can put your initial “Nos” into a separate folder in your database to be brought out for the next time you have something to offer.
Best Wishes for a Happy Holiday Season and New Year
I wanted to take a moment to wish you all a very happy and safe holiday season and give you 2 gifts. You can download the Telemarketing Tips App for FREE for the next 4 weeks and have on the go inspiration from me on your mobile phone. Click Here Then click on “View in Itunes” , login yourself and then click “Free”. Alternatively search on “Telemarketing Tips” in the App Store from your iphone and click on Download for free.
I also want to give you access to a webinar I did for Steven Essa’s clients on how to use the phone more effectively in business to win more sales. It is very content rich so you should get heaps out of it. DOWNLOAD HERE