Follow up call script: how to follow up a quote by phone

Why is the follow-up call where sales are closed?

You made the prospecting call, the prospect asked for a quote, and you sent it. Now comes the call many salespeople put off. Plenty of people are happy to prospect but go quiet when it is time to follow up, and that hesitation is usually fear of rejection or a touch of call reluctance.

Yet there is little point sending information unless you plan to follow it up, because the follow-up is usually where the sale is closed. It can be harder than the first call, too: before you can ask for the order, you have to rebuild the conversation. Get it right, so that more of your quotes turn into signed orders, and you stop feeling that every proposal disappears without a trace.

Book the follow-up before you send the quote

The best follow-up call is arranged on the first call. Before you hang up, ask the prospect how long they need to review what you are sending, then schedule a time to call back one to three days after that.

Now the prospect knows you will ring, and they have committed to reading the quote by then. The calendar invitation puts your call into the same diary as their other meetings, so it is far less likely to be forgotten. Before you send anything, make sure you have asked the qualifying questions in sales questions to ask on the phone.

The two biggest follow-up call mistakes

1. Starting with a closed question

'Did you get the information I sent you?' is the most common opening and the weakest. If the prospect says no, the usual reply is 'I'll send it again', and the call is over. Assume they received it. If they genuinely can't find it, offer to go through it together now: ask them to search their inbox while you are on the line, or share your screen on a quick video call.

2. Using weak language

'I'm just following up' tells the prospect the call is a formality. Replace it with 'I'm calling to get your feedback.' It sounds confident, gives a reason for the call and invites the prospect to talk.

Remember you are back in rapport building mode. Open questions that start with what, why, how, which, when or who get the prospect talking about what they want. And when a prospect says they're not interested, don't accept it on the spot. Ask 'What would we need to change to make this interesting for you?'

A five step follow up call script

1. 1

   Introduce yourself properly

   Give your full name and company. Don't assume they remember you, however well the first call went.

2. 2

   Refer to what they told you, then ask an open question

   Remind them of the concern they mentioned and ask a question about the quote that can't be answered yes or no.

3. 3

   Offer to go through it together

   If the conversation stalls, say 'Let's take a minute to go through what I sent you to see if it makes sense for us to proceed further.'

4. 4

   Share a relevant customer story

   Mention a customer in a similar situation and how you solved their problem. Use only genuine examples you have permission to share.

5. 5

   Trial close before you ask for the order

   Test how they see the value, for example 'How do you see your business benefiting from this?' or 'How much do you think you could save by using us?'

Listen, pause, then go deeper

When the prospect answers, don't jump in with a close or launch into what you can do for them. Pause for a moment in silence, then invite more: 'That's interesting, say more about that' or 'Why is that?' Staying silent for a moment after the customer responds is a powerful skill, because the next thing they say is often the real reason they will or won't buy.

Only after asking your questions should you start presenting how your product or service matches their needs. If the follow-up turns into a full presentation, how to create a sales presentation shows how to structure it.

What to say when a prospect has gone cold

Sometimes a prospect who was keen on the first call sounds lukewarm on the next. Find out the real reason for the cooling off, calmly and directly:

• 'Last time we spoke, you thought this could really save you some money. What has happened since?'
• 'What will happen if you do nothing?'
• 'Is it because you're not sure you'll get a return on your investment?'

Often the real reason is that changing suppliers feels like too much effort. These questions help the prospect weigh that effort against the problem:

• 'When you changed from your first supplier to the one you have now, what made you change?'
• 'Under what circumstances would you consider using another company?'
• 'What happens when your supplier is out of stock and you need something in a hurry?'
• 'How about changing to us for the specific items you might be paying too much for now?'

That last question lowers the risk of switching, because the prospect can test you on a few items before moving everything. For prospects who keep asking for more time, see how to convert procrastinators into buyers. For price and 'send me more information' replies, see how to handle objections.

Keep following up, with a reason every time

Persistence wins in sales, as long as every contact gives the prospect something useful. Before you end each call, book the next step: another call, a meeting or a decision date. Between calls, a short email or text that adds value, such as a relevant case study or the answer to a question they asked, keeps you in mind without nagging.

Log every call in your CRM so you never ask the same question twice. If you reach voicemail, use it well, as shown in how to turn voicemail into an opportunity. And if a prospect gives you a clear no, thank them, ask whether you may check in again later, and respect the answer. For a ready supply of follow-up ideas, Telephone Sales Tips to Triple Your Sales, Volume 1 has 157 strategies for leads, appointments and sales.