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How to Make an Appointment

The most important thing to remember when making appointments is that you are selling the appointment, not your product or services.

Therefore, you do not want to be talking too much. You can expand on what you have to offer when you get to the appointment.

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How To Find Prospects To Call

Remember 80% of your current business comes from 20% of your existing customers so it is important to call existing customers on a regular basis.

However, as you know in sales, it is important to keep filling the pipeline with potential customers (i.e. prospects). Cold calling is therefore vital to practice in order to stay in business.

Think about it, if everyone in your company learnt how to do 10 cold calls a day and they connected with 4 people, how big could your business grow? They could do that at the beginning of the day, get their 4 prospects and then cold calling would be over for the day.

“Yes, but where do I find leads?” I hear you cry.

“Who can I call?”

The most important factor in telemarketing is to have a really good list of people to call that you can build a relationship with over time.

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How to Qualify Leads

When leads or enquiries come in to you asking you for a price or a proposal, a very important first step in telephone sales is to qualify the person asking you for this. If you don’t, you could be wasting your time creating a beautiful proposal for them and never hear from them again.

Now I could only teach you this if I had not been aware of what I was doing myself recently. Yes, because I got really busy this month, I skipped the step of asking the questions I knew I should have asked, did the quotes and proposals by email and wondered why my follow-up call voicemails were not responded to.

In nearly all cases, the person asking for the proposal was not the decision maker. They were requested by the boss to get the information so a good question I could have asked could have been:-

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Creative Uses of Telemarketing


When you want to introduce a new product or service into your business, you could do a survey by phone of potential customers to get their opinion and determine the demand before you go into production. You could also call your existing customers to get their opinion too. Telemarketing is a lot more economical and up to date than launching a new product on gut feel or paying for expensive industry marketing data.


You need to keep your database up to date and stay in touch with your customers every 90 days. Have someone call your customers every 3 months to update the details and update any changes of staff. You can even ask your customers what they think of your service and if they have any ideas how to improve it. Take note of their favourable comments too, you can use them as valuable testimonials when you need them.

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How to Train a Telemarketer

So many companies employ staff to make outbound sales calls all day long, train them on knowledge of product or service only, and are then disappointed at the lack of results. “There is no point in training them because they don’t stay very long” they cry. My response is, “Of course they leave if they are not getting results. If you train them, they will get results and want to stay.”

For 6 years I achieved record breaking results in telemarketing by promoting famous speakers such as Anthony Robbins, Tom Hopkins, Jim Rohn and Denis Waitley. I had been successfully selling face to face for 20 years before that so I did have the vital ingredients for outbound telemarketing – i.e. the skills to sell. Knowledge of product or service alone was definitely not enough. I found you had to have a number of special qualities, the most important of which were enthusiasm, a positive attitude, persistence and self-motivation.

For a while I observed what I did compared to what others in my office did who were not getting my great results. I wrote everything down and ultimately created the training programme that I have been conducting for 12 years as a public seminar. This is customized for every inhouse training that I present. I get the greatest results by following up an inhouse training with one on one coaching or small group coaching once a week for 3 weeks after the training.

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Setting Training Standards For Telemarketers Could Have Saved the Government $33.1 million!

I am aiming to educate businesses, consumers and government about the real problem with the telemarketing and call centre industry in Australia.

My call to action was the introduction of the Australian Do Not Call Register which is to be launched on May 30 2007.

The Government is spending $33.1 million establishing and running the register which is only going to stop 20% of the 800 million calls Australian telemarketers make each year. We will still get 80% of the calls which annoy us at home because charities, political parties, government bodies, religious organisations, educational institutions and voice broadcasting are exempt.

One of the main reasons the register was set up was to stop the nuisance calls from Indian call centres, but the register can’t stop that unless the person ringing is linked to an Australian organisation.
Telemarketing is a profession which requires a high level of skill to be successful. The reason telemarketers get a bad name is that they have had no sales training, come across as unprofessional, and many have an accent that can barely be understood by the Australian prospect. ”

My passion for the last 12 years has been to train businesses, sales and telemarketing staff how to sell professionally on the phone. I believe all salespeople should be trained in telephone selling skills, not just telemarketers.”Sales people may not see themselves as practicing telemarketing. They call it “prospecting” which requires exactly the same skills as a telemarketer needs.” In addition they require telephone sales skills to make appointments, follow up quotes, mail-outs, existing customers, sales and inactive customers.

When telemarketers and sales people are trained, they are less intrusive, more professional and receive less rejection. The bottom line is they get more sales.

I believe that
If the government had spent money on setting standards for training requirements before telemarketers unleashed themselves on the public, we would not be receiving the nuisance calls we have today. It could also have saved the money spent on the Do Not Call Register.”

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How To Turn Voicemail Into An Opportunity

You finally get through the gatekeeper to the big decision maker you need to speak to and then it goes to their voicemail. I reckon this happens to 65% of the calls I make nowadays, so I expect it is the same for you. In order to stay positive, we must use this opportunity and make it work for us. Here is where the importance of scripting your voicemail message is so vital . Then you’ll get the right message across.

I am always surprised when people say they never leave a message because the prospect will never ring them back. The opportunity is missed to warm the person’s interest up if you don’t. Also, if you leave the right message, you are creating awareness of your company name and what you do (it’s almost a free advert). Subconsciously the prospect will remember something about you when you call back , your name is already familiar (even if he can’t remember how straight away) and he is more likely to take your call when you do call back

Example of a good voicemail script

Hello (name of prospect)Â This is _______ your name and surname (to give you more authority) from ________ (name of company)

We can now offer you a credit card with an interest rate 5% lower than the one you currently have. ( a major benefit or interest grabber to the customer) I am sure you would like to hear more about that so I will give you a call back tomorrow.

(then you need a call to action just as you have on sales letter)

In the meantime, you could read all the details at www.(website address)Â My name again is _____from _____ and my number is _____orI’ll send you some information in the mail so please look out for it. Then I will give you a call in a couple of days to discuss this further. My name again is ____ and my number is ______More Tips for voicemail

1. Try to keep your voicemail message to 30 seconds – short and sweet

2. Remember to smile when you leave a message so you come across as a friendly, enthusiastic person to deal with.

3. Your objective on this voicemail is not to get them to call you back but to grab their attention

4. Leave your number and name again at the end of the message (for more advertising)

5. If you can, it is good to say when you are going to call them back e.g. tomorrow morning or tomorrow afternoon. However, only say that if you can be sure you are going to do that. If you don’t call when you say, you blow your credibility straight away.It works in your favour though if you do.

6. You know if you call out of hours, you will definitely get voicemail but you know that the right message might be as good as the live call if all you want is to let them know information is coming by mail. (Again it makes them watch out for it)

7. Sometimes they will call you back. Try not to sound surprised and if you can’t remember their name and what you called them about, simply say “Please remind me again what my message was”. You are only human after all when you forget!

Tips for your own home business voicemail1. You often make your voicemail message when you first get up in the morning. Your voice is not warmed up so you need to do some voice exercises to get the croak out of it. You can hum in the shower, do some yawning, talk to someone first before you record your message.2. Forget the “I’m sorry I am not available at the moment”. Use the message time for an advert about your business.e.g. “Hello, this is the office of Sales and Telesales Solutions. We can show you how to increase your sales by 30% immediately. Please leave your number after the tone and we will call you back as quickly as we can.3. Avoid mixing your family’s details with your business e.g. you can also leave a message for Sam and the kids, Jeremy and Blake (get a separate line for them!)4. To make yourself sound bigger than you are, you could get a person of the opposite gender to record your outgoing message. Make sure they say “we” and not “I”.Â

If you have a topic on sales or telesales with which you struggle, simply send an email to me at

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Are You Articulating your Real Value?

Questions to check on your personal value to the customer

What message are you sending your customers about you? (Do you really look after them and sound as if you care?) Be compassionate enough to give clients more of YOU.

What problems do you solve for the customer?

What image do people get of you when you answer the phone?

People do business with those they like and trust. Business is personal, that is why companies like Dell, Commonwealth Bank and Modern Roofing are bringing their telemarketing back from India, it just did not work over there.
The Value of your Product – What are you really selling?
711 stores sell convenience, Federal Express sells speed, Air Road sells guaranteed delivery

It is your job to tell the customers the value you offer, not the thing that you do. They don’t discover it for themselves. For example I offer inspiration, motivation, confidence and skills (at least that is the feedback I get!) What do you offer?
We have to know our points of difference to our competitors. For example, I am a trainer who has acually made 100 calls a day for many years so I do have the practical experience as well as the theory. I use a telesales trainer to record people’s voices on training seminars, I offer ongoing free telesales tips after the training on an ongoing basis. I know enough on the topic I have written a book! So what are your points of difference?

The best way to make a good impression on someone is to let them give you a best impression of them. How do you do that? You practice great questioning techniques so you can listen more. Remember the best salespeople are good listeners, we have 2 ears and one mouth and we need to use them in that proportion. While the customer is talking and you are listening, the customer is talking themselves into what they want if you have asked the right questions.

If you have a topic on sales or telesales with which you struggle, simply send an email to me at

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The Telephone Beats Email Every Time

At this time of year it is even more important to find the time to call your customers rather than send emails which may be missed. The magic of the personal touch is all important to a) keep your customers b) to build on the relationships you have and c) to get more business not for right now but for the next year.

Oh yes, we make excuses -“what’s the point, no-one is ever in, they are all out at Christmas parties”. What if you did call them and they were in? You might even make another sale or build on your relationship with them. We are all getting lazy, we send emails to market our products and services and rarely find time to follow these up with phone calls. Trouble is, everyone is now doing that and no-one gets time to open your email unless it is very enticing to read. (I am very happy that you have opened this one!)

I don’t know about you but I get very annoyed when I send an email asking for a reply and it does not get answered. People are just too busy. If you need an answer, you have to ring them anyway and when you do, you save time because you get an immediate answer to what you want to know. I was looking for a distributor for my new book “Don’t Get Hung Up!” and so I sent an email to 4 distributors requesting their interest. Guess what! One replied the same day and he is the one who is getting my business. One rang back 3 weeks later – he was just catching up on his emails. My deal was already signed and sealed with the other distributor! I did not even get a reply from the other two people.

Here is another example about the power of the telephone over email. I am the President of an international networking group called Business Swap. Its purpose is to foster the personal and professional development of its members through education, motivation and experience. As well as our monthly big breakfasts with international speakers on sales, marketing and personal development, we have business development workshops each week. (See more details on this at the end)
Well, yesterday, despite 3 emails sent to the members, I had four people booked for the business building workshop today. I knew it was going to be a great meeting and felt sad that the members were going to miss out. Despite thinking I did not have the time to ring everyone, I decided to spend one hour doing just that. The good thing was that you could tell from everyone’s tone that they were in a rush and could not talk for long and so I was very quick to get an answer as to whether they would like to come or not. Within an hour my numbers went up to fourteen attendees from four. Was it worth ringing? Of course it was. Here’s why:-

1. 70% of the people had neither seen the emails nor read them.

2. They were grateful I called as they did not know the workshop was on.

3. They knew I cared about the fact that they should not miss that workshop and were eternally grateful after the event because they got so much out of it.

4. For me it was quick and easy to do and I got an answer straight away.

So I encourage you to finish off this year with phone calls rather than emails. If customers are out, leave an interesting message on their voicemail about what you can do for them next year, thank them for their business for this year and wish them a very merry Christmas. It’s the personal touch that counts.

1. Call your “A” Customers first

These are the twenty per cent of your client base that gave you eighty per cent of your business last year. Don’t try to sell too much just before Christmas. Make it a research call to find out how you can help them reach their goals next year. Find out what their goals are, their challenges, their personnel changes. The more you know about them, the more you are likely to add value to them next year.

2. Call your “B Customers” second

These are the customers who may only have bought once from you this year. Thank them for their past business and find out what needs you can help them with next year to help them achieve their goals.

3. Call your “C” customers third

These are the people that you did quotes for and never ended up closing business with them. Call them again to show you care. Try to offer them something of value like an article you have seen in the paper that might be of interest to them. Reconnect by calling them with the personal touch and renew a spark with them for next year.

I might not reach you by phone myself before Christmas but my Australian subscribers will certainly be hearing from me by phone in the New Year. I want to know what topics you want to hear about in the newsletter next year and make sure you have telephone selling training organised for next year in your company.

If you have a topic on sales or telesales with which you struggle, simply send an email to me at

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