I do hope you had a lovely break and are busy building your sales pipeline and plan for 2019. My intention is to give you some quick and easy ideas each month to win more sales to keep you motivated and active. Remember I will never suggest you do anything that I do not do myself. That way you know it works.
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)
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?
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.
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.
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 … Read more
Do you ever find yourself struggling when someone throws up an objection and you find yourself saying “Oh, Okay then goodbye”, instead of trying to overcome their objection? The best sales people are masters of objection handling. Here’s how. PART 8 QUICK VIDEO TIPS – HOW TO HANDLE OBJECTIONS If you prefer to read … Read more
We were sitting at the Port in Buenos Aires last week having a coffee and a street seller came up to me to show me his wallets for sale. I interrupted my conversation with my husband to say “No thank you”. He then proceeded to bring out some bracelets and again I said “No thank … Read more
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 … Read more
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:- How To Create A Powerful Sales Presentation