Telesales/Cold Calling

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Cold Calling – How Do You Make It Work?

Cold Calling Is Dead?

Cold calling – “Is it really dead?” I am frequently asked this question, and my answer is a resounding “NO”. However, processes have changed and cold calling is simply practiced in a slightly different way than it used to be.

My trainings have always advocated techniques to make a cold call a warm call by starting with :

  • A referral
  • Something you know about them, e.g.  I understand you have ……. is that correct?
  • Commenting on an action they made that you saw
  • Noticing a comment they made on social media
  • Having a connection with them on linked in
  • Commenting on an article they wrote in Google News

There is so much information about companies now online, that there is no excuse not to find out something of interest about your prospect before you call.

What Is The Most Popular Way To Get Leads Nowadays?

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Why Some Appointments No-Show?

Why do some Appointments no-show? I have had a couple of interesting in-house consulting and training jobs just recently. In both, the telephone sales team were cold calling to make appointments for the salesperson. The first company were making appointments for a face to face sales presentation and the second were making appointments for a teleconference by phone.

First Scenario

In the first scenario, the telemarketers were saying they wanted to make an appointment for a sales consultant to say “Hi and drop off some samples”.  Was that a compelling reason for anyone to feel they had to keep an appointment?  If the prospect had something important to do at the time set, I am sure they would have felt it unnecessary to keep the appointment. After all, the sales consultant could just leave samples at reception.

Second Scenario

In the second scenario, the prospect was not turning up for the teleconference call,. I believe this was  because the telemarketer, on the initial cold call,had not given enough compelling reasons for the prospect to make sure he kept the appointment;  He had not created enough pain for them telling them what they were missing out on if they did not attend. In some cases, he had not reconfirmed the appointment the day before  or even given the prospect a number they could call in case they had to reschedule. There is considerable cost in having salespeople scheduled to do presentations to prospects. It is beyond my comprehension why Managers are not watching what is going on with their telesales team. Perhaps the telesales team needs to be rewarded for making the appointment only when the appointment shows up?

Third Scenario

Today I had a call from someone wanting to make an appointment with me to help me with my IT.  He told me he wanted an appointment so he could spend just 15 minutes telling me what his company could do for small business owners.  What the heck would I waste 15 minutes of my time when I already have IT help? He never told me once what he could do for me which was all I was interested in . He just talked about him and his company without asking me a single question. Then at the end,to add insult to injury, he asked me what the name of my company was! Didn’t he know whom he was calling? Why do Managers waste their time employing people like this without training them?

Ten Ways To Ensure Appointments Show Up

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Great Questions On A Telephone Sales Call

Great Questions On A Telephone Sales Call

Why Ask Questions?

It is important to ask great questions on a telephone sales call to build rapport early. That way  you find out people’s needs before you start telling them what you have to offer.  Ideally they should begin with What, Why, Where, When, How, Which and Who so that the customer has to expand on what they want and they cannot answer “no”. They should create pain with the customer or give them pleasure because those are the two reasons people want your services.

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Making Sales by Phone Can Be Marred By One Mannerism

Making sales by phone requires skill. One of the main reasons some staff (particularly new staff)  fail at prospecting is that they do not sound confident .  Well, if you are new, understandably you may not feel confident so you might need to be trained in some simple techniques how to sound confident. You might have to fake it till you make it. This is so important as no-one is going to buy from someone who is not sounding confident in themselves or their product or service. Your job is to generate such confidence in your product or service and transfer your energy to the prospect on the other end of the phone.

When making sales by phone, here are 5 simple techniques to sound confident

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8 Lessons From A Horrible Retail Sales Experience

1.  When you call someone with an offer and they say “NO,” you can call them again because the next time they might be in a different space.  Persistence does work if you do it in a nice, non pushy way.
2.    When negotiating, don’t drop the price too dramatically just to get the sale. It makes  it look like you were trying to rip the client off in the first place and     makes the client suspicious that the products have much less value.
3.    Do not lie to get a sale.  Offer the client the right option for them even if you lose a bit of commission.
4.    Pay the client a compliment when you first meet them . Comments and  criticism do not build rapport.
5.    People like to know the name of the person they are dealing with so provide it.
6.    Do not be too familiar with new clients.  Not everyone likes hugs and kisses from a stranger.
7.    Do not make the customer call you about an error on delivery.  You call them as soon as you find out.
8.    If a client complains, acknowledge the client straight away before they tell thousands of people .
Here’s the full story of what happened
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Lead Generation Email

A great Lead generation tool is LinkedIn but so often when people want to connect with new prospects on LinkedIn, they send the standard request “I’d like to connect with you on linkedIn.”
Prospecting Emails must create curiosity and interest

The prospect has not got the faintest idea “why”, so I recommend you make it more personal and give a reason to create curiosity and interest with the prospect. Just writing the above requires the prospect to look up who you are and take time out from their busy day.  Make it easy for them and write an email like you write a script for a cold call.

1.  (Flatter the prospect with something you noticed about them)  e.g. “I read your article in the Sydney Morning Herald yesterday and noticed you are moving to Melbourne soon.”

2.  (How you can help them personally) “We can offer you a reliable removal service between Sydney and Melbourne. (Get the word “you” in there)

What sets us apart is __________ (or)

What you get from us that no-one else offers is………

I would firstly suggest we connect on linkedin. Please feel free to accept and do let me know when and how I can best assist you when you are ready to move.”

It’s easy to find something out about prospects nowadays to accommodate Point 1

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Closing techniques

Closing techniques need to be learnt to be successful in sales. Last week I was coaching a client how to reply to internet enquiries and close an appointment on the phone. He called me in for help because his closing rate on appointment setting had dropped dramatically and he wanted me to listen to him to find out why.  The problem was, he talked too much about himself and what he could do instead of asking the prospect questions about their situation to build rapport. When the customer asked him questions, he gave them all the answers so there was really no need for him to come for an appointment!

Yes, he talked himself out of the sale. Remember you can do all the talking at the appointment so the less you say and the more you listen, the more likely you will be able to make the appointment.

Closing Technique Correction

When making an appointment, all you need to do is ask 1-3 questions, repeat back what the customer says to show you are listening and say “It sounds like we can definitely help you.  When would you like to come in for an appointment so we can resolve these issues for you,  next week Monday or Tuesday? ) Give a choice of days so they cannot say “Yes” or “No.”

Closing the Sale

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How To Overcome Call Reluctance

I would like to invite you to download a free e-book “Motivating Your Mind, Inspiring Your Spirit”  and check out page 25 for my tips on “How to Overcome Call Reluctance”.

The E-book is the brainchild of one of my long term colleagues, Rob Salisbury, who has invited a number of speakers and trainers in our community to contribute.  There are some great articles for salespeople in here so don’t keep it to yourself, pass it on to your colleagues and enjoy your own read.

JENNY CARTWRIGHT – Motivating your Mind – Inspiring your Spirit for 2015-Jan2015 (2)

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Tone on the Phone Or Sales Skills?

CHAPTER 4(THE IMPORTANCE OF VOICE TONE)

I like to go to other Sales Trainer’s seminars occasionally to hear what they are teaching. My curiosity got the better of me when I actually went to hear Jordan Belfont, (from the movie “The Wolf of Wall Street”), now turned sales trainer after a stint in jail. Personally I felt very uncomfortable in his presence as he was a high pressure salesperson and swore every second sentence. It was interesting that his whole seminar session was all about your tone on the phone and the importance of it more than your actual sales skills. I agree with what he says with the proviso that you are selling with integrity. In the movie he used these tonalities to hoodwink the client into buying stocks which were not going to make them money.

Jordan’s top 5 phone tonalities you need to learn are:-

Certainty – Sounds like you are an expert in your field. You take control of the conversation and sound like the authority on the subject. (I quite agree, I call it “confidence” and that is what I teach all new salespeople how to be)

Sincerity – (When you love what you sell, that comes naturally and you can talk from the heart )

Sound reasonable – (Don’t ask the customer to buy the most expensive thing first)

Sound Intriguing – When you come to your offer, lower your voice to make it sound like a secret specially for them.

Caring – ( Become a problem solver, say “Let me ask you a question” and ask about them.)

Your Next Action Step

Listen to your voice on the phone, record your next sales presentation and give yourself a mark out of 10 for using each one of these tones in your sales call. That way your customer will be engaged and you will keep them on the phone longer.

You can find out my way of teaching the all important subject of tonality in my e-book “Don’t Get Hung up”

A hard copy version is also available in the book store. “Don’t Get Hung Up” Book

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Online Telesales Course – Become a Telesales Superstar

“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

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