“Motivating Your Mind, Inspiring Your Spirit” is a very special e-book that has been compiled from the generosity of nearly 80 Australian, New Zealand, European, South African, Canadian, American, Asian and United Arab Emirates based authors, industry experts, Company Directors and business owners – including me!
I am on page 20.
The 2017 e-book contributors have over 1800 years of business experience and 3000 years of people experience. Some younger, others more experienced, yet all are exceptionally talented, intelligent and gifted in their areas of expertise. This is the third year I have been invited to contribute and you will find my chapter on page
Contributors are invited based on their immeasurable value as topic experts and character attributes that have been on display over many years.
I know you will deeply appreciate their knowledge, their spirit of collegiality and time they have invested in this excellent e-book.
This e-book was created for the authors’ combined global readers to enjoy. We trust the stories, tips, insights and case studies can benefit you in your business, professional or personal education level.
You can share it with colleagues, business contacts, friends or those you feel will enjoy the IQ and EQ stories to enhance their 2017.
You can send it via e-mail, through your social media posts or blogs from your mobile device.
Here is a Telesales Coaching Call I did with a customer and it’s part of my CD series “Telesales Coaching Calls Live”. I have copied the transcript of my critique below if you would prefer to read it than listen to it on Track 3.
For trainers who are reading this, I suggest you get your staff to listen and then ask them to critique the call themselves. You will then have my critique in the transcript to add to the coaching.
I hope you get some “ahas…” from these. Here you go:
For the whole series of coaching calls click here for more information
Telesales Coaching Call Critique (Transcript of the call)
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
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
“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
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.
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.
So how many of the sales emails that you write get deleted before they are read? If the subject line doesn’t grab your prospects immediately, it will certainly get deleted.
A recent survey resulted in the 2013 Adestra Subject line Analysis Report . It reviewed over 2 billion corporate emails and discovered the words in the subject line that are most likely and least likely to have your emails opened. Here they are below :-
Words that increase the open rate of corporate emails
Free Delivery Forecasts
News 10% (i.e. specific figure) discount
Words that decrease the open rate