We were sitting at the Port in Buenos Aires last week having a coffee and a street seller came up to me to show me his wallets for sale. I interrupted my conversation with my husband to say “No thank you”. He then proceeded to bring out some bracelets and again I said “No thank you”. He then took my arm and put one of these bracelets on my wrist. I said to my husband, “Oh, wow, that is nice” and had to ask how much it was. It was so cheap I ended up buying 2! You see, when selling, if you don’t take rejection personally and try again with a different approach, you can often win a sale.
December is your chance to become even more active on the phone.
Here are 3 Actions you can take:-
A) Call your best clients to say “Thank You” personally, give them your best tip for next year and wish them a happy Christmas.
B) Ask them how you can help them next year giving at least 3 suggestions.
C) Call all the people to whom you have sent quotes in the past year. I will be doing that myself and can guarantee from experience that you will convert 20% of them into sales when done professionally.
If you cannot reach them, here is what you do:-
Whenever you mail information out, only 1% on average will call you back.. You must follow up the mail-out or you will be missing the opportunity to make a sale with 20 – 25% of the people you have mailed. Your job is to inspire them and invite them to buy.
For many sales people, the follow-up call is much harder than the initial cold call, prospecting or lead generation call. It requires the skill of getting the customer into a conversation before asking for the order.
In recent trainings I have done I have heard this kind of thing on a follow-up call; (It’s the postal inspector check which goes nowhere)
Salesperson: Did you get the information (or the quote) we sent?
Customer: No, I have not seen it.
Salesperson: Okay, I’ll send it again.
Salesperson: Did you get the information (or the quote) I sent you?
Customer: Yes, I did and I am not interested
Salesperson: Oh, okay then bye.
In the first example, the customer could be saying he did not get it, just to get rid of you and he succeeds. What you could do is answer with “That’s okay, if you are online now, we could run through the information together on the website” or “That’s okay, are you sure it is not sitting in your in-tray? If it is, we could run through it together over the phone and I can answer any questions you might have.”
In the second example, the salesperson could have used an objection handling technique like an open-ended question “I’m curious, what would we have to change to make it of interest to you?” By doing that you may get the customer into a conversation about what he is looking for.
THE 2 BIGGEST MISTAKES
The biggest mistake in both examples is that the salesperson starts the call with a closed question which can only get a “yes” or “no” answer so the conversation can never get started.
Another mistake is when the sales person starts the call with “I’m just following up on the information I sent you”. “Just” belittles what you are about to say and you never want to say “follow-up”. Simply say, “I’m calling to get your feedback on the information I sent. What specifically was of interest to you?”
THE FORMULA FOR A PROFESSIONAL FOLLOW-UP CALL.