Posts Tagged: selling over the phone

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Better Words For Sales Conversations

1. Never use the word “BUT” to counter an objection in Sales Conversations

This one little word is often used when responding to an objection and it can spoil everything else you say. “But” negates everything you say before it so disagreement is all the customer hears in sales conversations.

If a customer comes up with an objection, acknowledge it and follow with the word “and” not “but“.

Customer: This software sounds like it would take a long time to install.

Salesperson: Yes, it does take a long time to install and that challenge is taken care of by our own expert consultants who set the whole thing up for you as part of the service.

Customer: It’s very expensive

Salesperson: I understand you thinking that and that’s why I would like to include a free service contract in the price for you for 5 years. How does that sound?

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Building rapport

Building Rapport Technique For Sales Success

This building rapport technique requires you to listen for your customer’s language patterns. This is a challenging skill to acquire but if you can start to be aware of your own communication style and that of others, you will quickly become a great rapport builder. When we use our customer’s preferred language style, we become like them, and we all know that people buy from people they know like and trust.

We communicate in 3 ways but we generally have a preference for one or a combination of 2 of the following ways.

1. Building Rapport Technique with Auditory People

These people communicate through their ears.  They use  language like “I hear what you are saying, Tell me more about it”, “Explain to me how it works”, “It sounds good”, “That rings a bell, “I hear what you are saying”.

2. Building Rapport Technique with Visual People

These people communicate through their eyes. They use language like “I see what you mean”“Can you show me how to do that”, “It looks like I will be going ahead with that appointment” , “I see what you mean”.

3. Building Rapport Technique with Kinaesthetic People

These people communicate through their feelings. They use language like,  “I get the feeling this is not the right product for us”, “I would have to experience it to get to grips with what it is about”, “I need to grasp the concept”,  “How do you feel about that?”.

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Calling Inactive Customers Creates Sales

Inactive customers are people who may have bought only once from you or placed a small order. Never think they are not worth calling. It is a vital sales strategy to stay in touch with these customers as well as with your existing customers because you will be able to make more sales from them. Here’s how …

Maybe at the moment inactive customers might not justify a face to face call but you can certainly pick up a phone to stay in touch. You might be afraid to call them because they might tell you that they have gone to another supplier or they had a bad experience with you.

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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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Sales Etiquette

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

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Nobody Wants to Sell anymore – Is this really happening?

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.

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A Christmas Gift for my Telesales blog readers

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

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Words To Avoid When Selling

 I was in Adelaide last week training the awesome sales team at Positive Lending Solutions for 2 days and in Toowoomba this week training the dedicated sales team at Australian Events. In both places I observed that casual language like “No worries” was said repeatedly in telesales conversations with customers.  This is what I call negative language and it is always better to use positive language in sales conversations.  If you catch yourself saying “No worries”,  challenge yourself to replace it this week with positive words that are more exciting like:-
“Excellent” “That’s fine”, “That’s okay”, “Terrific”, “It’s a pleasure”.
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How To Create A Sales Presentation

PART 6 QUICK VIDEO TIPS – HOW TO CREATE A POWERFUL SALES PITCH
If you prefer to read an article, please click on the SHOW MORE button IN YOUTUBE to get the transcript and print it off.
 
Here is  the link:-
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Listening Skills on a Telephone Sales Call

PART 4 QUICK VIDEO TIPS – HOW TO DEMONSTRATE LISTENING SKILLS ON A COLD CALL TO BUILD RAPPORT
If you prefer to read an article, please click on the SHOW MORE button IN YOUTUBE to get the transcript and print it off.
Here is  the link:-
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