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
You know the sort – the ones that always say they are going to buy from you in the near future – the ones that ask you to ring again in three months time – the ones who were super keen when you first talked to them and now they have decided not to go ahead at all when you ring back and the ones you have spent hours doing a proposal for and they do not want to proceed.
Here are a few strategies that I have found successful:
1. First of all ask yourself a few questions like; “How will I change my approach to create more interest for the prospect to go ahead now?”, “What information can I give the prospect that would cause them to say that they were better off taking my call than they were before taking it?”, “What does my prospect want to get and what do they want to avoid?”
2. When the prospect does not want to do anything yet, ask them a few questions like “What is the real reason you are not going ahead now?”, “Are you saying that because you do not think you are going to get a return on your investment?”, What decision making criteria did you use to make this important decision?”
3. Become a problem solver. Come up with some thoughts such as; “Let’s work out how much it is costing you to do nothing about your situation” or “How much time are you spending on _____ and “How much is that costing you right now?” Then ask, “How long do you want to go on wasting that (time or money)?”
How meticulous are you about the follow-up of every person to whom you mail information or send a quote? Making a commitment to do this will increase your sales dramatically if done professionally. There is really no point in sending information out unless you plan to follow it up.
It is usually in the follow- up that success is achieved and the sale is closed. It is important to ask the customer how long he/she thinks they need to review the information and then schedule a time to call back to discuss it further one to three days later.
That way the customer knows you are going to ring back and that they have committed to have read the material by then.
Here are 5 Tips for the Follow-Up Call
1. It is not good to call back starting with a closed question like “Did you get the information I sent you?” Remember here, you are back in rapport building mode and need to be asking open-ended questions that cannot get “yes” and no answers. These will give you more information about what the customer wants and they start with “What”, “Why”, “How”, “Which”, “Why”, “When”, “Who”. I recommend you say:-
“Good morning Mr —— I am calling to discuss /review the information on ———– What specifically was of interest to you? How specifically did you feel this could benefit you?” or “What could happen to your organisation if you incorporated some of these ideas?” (put them into a picture of the future as if they are already using you.)
2. When the customer answers, don’t jump in with a close immediately or launch into what you can do for them. Be a good listener, pause for a moment in silence and ask them to tell you more about that e.g. “That’s interesting, say more about that” or ask an open-ended question like “Why’s that?” The skill to be silent for a moment after the customer responds is powerful.
You have done your prospecting call and been asked to send out some information. You may be like many salespeople – happy to prospect on the telephone but when it comes to following up, you are not so keen. Here is where you might experience fear of rejection or a bit of call reluctance. What can you say?
There is really no point in sending information out unless you plan to follow it up, because it is usually in the follow up that success is achieved and the sale is closed. It is important to ask the customer how long he/she thinks they need to review the information and then schedule a time to call back to discuss it further one day later. That way the customer knows you are going to ring back and that they have committed to have read the material by then. Here are some tips:-