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)
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?”.
Why Ask Questions?
It is important to ask great questions on a telephone sales call to build rapport early. That way you find out people’s needs before you start telling them what you have to offer. Ideally they should begin with What, Why, Where, When, How, Which and Who so that the customer has to expand on what they want and they cannot answer “no”. They should create pain with the customer or give them pleasure because those are the two reasons people want your services.
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.
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
I would like to invite you to download a free e-book “Motivating Your Mind, Inspiring Your Spirit” and check out page 25 for my tips on “How to Overcome Call Reluctance”. The E-book is the brainchild of one of my long term colleagues, Rob Salisbury, who has invited a number of speakers and trainers in our community … Read more
“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 … Read more
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 … Read more