SERVICE!!!! Is the most important part of sales without question!!
While I like that Frank took a page out of the Liano book with a "self promotional" post like this, I'll add some additional insight
Anyone can read a script, ask questions, speak slowly and clearly with volume, and while that's all good, albeit obvious info, number one, if you mumble, can't articulate words etc maybe phone sales isn't for you. Secondly, the skill set starts when the client hesitates, as in the "I'm not interested, need to speak to spouse, think it over" etc. There are so many other factors in the design of what you do on a call that are critical to your success.
First let's look at this:
2. In the first few seconds don’t ask questions you don’t know the answer to. Saying “how you doing” is the wrong question to ask and should never be stated. Both you and they know you don’t care.
What if you actually care about people? Don't people appreciate you asking how they are? I know I do? If you're sincere, this is always a good thing to do.
you maintaining control of the call (this also speaks to the “timing”) or are you allowing the prospect to take control? If you permit the prospect to say something like “I’m not interested” you have lost control. Once you lose control it is very difficult to regain it.
If you do lose control of the sale, you can regain it simply by asking a question, and then another, and continue forward, that's how you control the call to begin with and lead the client to the desired outcome.
Now let's look at the two #7's LOL
7. Choose the words you use very carefully. Some words “throw up a red flag” where as others will elicit the response you are looking for. “What” is a red flag word. Example: “What are you paying each month?” The prospect is going to immediately ask them self “Why is he asking that? That is confidential information”. A better way to ask that question is, “May I ask how much you are paying...” When you say “May I ask” you are really asking permission to ask them.
If you developed trust and rapport, when you ask this type of question,you'll get the answer, period, if you do what #7 (part 2) says you might have a problem because . . .
7. Design your phone presentation to get the information you need within the first sixty seconds of the call so you can decide if you want to continue the call. That decision should be yours, not the prospects.
This is a common and tremendous mistake I see in most sales realms. The salesperson immediately tries to see if there's a sale, rather than working to gain a client. I can't tell you how many sales are written where other agents have dismissed the consumer because they are taught to blow through people as if they were number. It reminds me of the terrible car close "If I have what you want will you take it today?" This and questions like this are solely in the interest of the agent, not the consumer, which will put the consumer off, they can tell you are trying to fish for a sale.
EDIT: the more I read #7 (the 2nd one) the more it's wrong, the client has to decide
to do business with you, they pay you, it's not the other way around, this one is just bad advice.
9. There is a learning curve to using the phone properly. It is so much more than simply having someone’s “script”. The word “script” has a lot of negative connotations. It implies that it is something an agent will print, attempt to put “in their own words” and read. It will sound like a sales script/sales pitch instead of sounding like you are calling them to offer your help.
A script is a
presentation, an outline, a guideline whatever you want to call it, you cannot wing it or go unscripted, you will fail. You CANNOT sound like you're reading it, that makes the difference which should be added. I can play recordings of agents reading a script and you'd never know it, now if you heard them the first time they read it though, you may put a bullet in your head LOL but that's why it takes practice!!!
And we should add the following:
- Learn the products
- Always wait for the client to stop talking until you speak again.
- Take notes about what their needs are.
- Listen to what they say and if it even says anything, meaning when it's a vague statement, like "I need to think about it" which doesn't tell you a thing, then ask more questions to move you towards the sale.
- Ask for the sale, close like Mark said, don't think most people will offer up their wallet to you no matter what you hear on the forum.