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Archive | April, 2015
Decision Maker Part Two: Why It’s Important To Listen More
Why It’s Important To Listen More and Asking Great Qualifying Questions
The Importance of Taking Good Notes About Your Sales Prospect.
When you have completed a telephone call with your sales prospect take a few minutes after the call to record a few key points about them. I would record information about their professional objectives as well as personal information about them. When you call them back and incorporate key points that you have learned from previous conversations then your actions will make them feel important.
The Importance of Making Sure That You Know Your Prospect’s Industry
The most obvious way to get to know your prospect’s industry is to research their website or read trade publications. Another great way to really get to know your prospect’s industry is to only contact prospects in a specific industry. For example, spend a few weeks calling on just one industry (i.e. pest control companies or moving companies). This way you learn firsthand from experts in that industry what they are experiencing and bring that information that you have learned to the next prospecting call.
The Importance of Finding Things That You May Have In Common With Your Sales Prospect
Many websites have a section reserved for management profiles. Read these biographies to see if you may anything in common with your prospect. Maybe your prospect attended the same college as you? Maybe your prospect grew up in the same town or area as you? The more that you can find in common the better! I would try to use this information that you have in common early on in your telephone conversation. For example you could open your sales call with the following: “(First name of prospect), as a (Say year here) graduate of (Name of college) I’m hoping that you will take my call today? (Pause and then smile on the phone). This is (Your name) calling from (Your company) and the reason for my call today is (State the reason for your call).
The Importance Of Being Patient When Your Prospect Asks You A Dumb Question
Have you ever been in a situation where you asked someone a question and they responded with a sarcastic tone and said, “We already went over that question!” Or maybe the response was not exact, but similar? How did this make you feel? “If a customer asks you a really dumb question be patient and answer their question. No one is perfect and sometimes things that are common sense to you are not common sense to others.
The Importance Of Smiling Because When You Smile It’s Contagious!
Smile as much as you can on the telephone. While your prospect cannot see you smiling, they can sense the tone of the call and your smile has the power to influence others. Always remember that if you ask for the order with a smile you can really be unstoppable!
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Rule 1: The customer is always right (Part 1)
Rule 2: If the customer is wrong, rule 1 applies.
It is said that for every person who complains, there are 26 silent sufferers, and each unhappy customer tells 10 to 16 other people. But if you address the problem in the right way, 90 per cent of the complainers will do business with you again. When people complain, they are usually angry or upset. This can be difficult to handle in a second language. Here is a six-stage process, with examples of appropriate language:
1) Listen positively and empathize
Don’t try to defend yourself or the company. Allow the customer to let off steam. Show understanding.
- “What seems to be the problem?”
• “Can you elaborate?”
• “Could you give me the details?”
• “That must have been very irritating.”
• “I understand how you must feel.”
2) Admit the mistake and apologize
Don’t put the customer on the defensive or question his judgement. Admit mistakes immediately.
- “I really am sorry.”
• “It seems something has gone wrong here.”
• “There’s definitely a problem here we need to deal with.”
• “I’m very sorry about this.”
• “I must apologize on behalf of the company for this.”
3) Accept personal responsibility
For customers, you are the company. They don’t care whose fault it is. You have to deal with it. If the problem can be dealt with only by someone higher in the hierarchy, stay with the customer until it is clear that the problem is being resolved.
- “I’ll make sure this is dealt with.”
• “Let me see what I can do.”
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Telemarketing Preparation Worksheets
Essentials Ingredients For ‘Making The Difference As A Telemarketer
Taking Control of Your Day
-1. How many times do I dial the phone each day for the sole purpose of scheduling an appointment with a prospect?
-2. How much time do I spend dialing for appointments each day? Do I block out time to call on my calendar?
-3. Where am I getting my LEADS from?
-4. How many times do I attempt to reach a person before i decide they aren’t a prospect and I move on?
-5. How many new people do I call each day? People I’ve never attempted to reach before?
-6. How many people am I calling from my database that I’ve called on five, ten, fifteen times but have never bought from me? How do I feel calling on the same people who – even though they may be friendly – always tell me that they aren’t in the market?
-7. What are my annual sales goals? Quarterly goals? Monthly goals? Weekly goals? Daily goals?
-8. What daily activity must I generate to achieve these goals?
-9. “What’s keeping me from looking for new customers?” . “What do I do every day?”
-10. What process must I put in place to qualify my new LEADS?
-11. What ongoing sales effort do I personally perform each day?
Marketing Philosophy
-12. Can I put the attention to my intention to attract more new customers?
-13. What is my telephone prospecting process or marketing mix (including all the different type of approach I use and how they interrelate – i.e. direct mail, advertising, presentations seminars, telemarketing etc.)?
-14. Do I intend to do the telephone prospecting myself or do I intend to have a telesales executive? If so, what would be his/her primary responsibilities and duties?
-15. Do I have a written benefit orientated, features and advantages flow chart that I adhere to? If so, explain it:
-16. Is the flow chart based around asking specific questions and customer interactions?
-17. What is my best source for new business relationships?
-18. Am I fully maximising every single avenue for this business from that source? If no, why?
-19. What are the processes I have used to attract my existing customers (those that have produce the best results to those that produce the worst)?
-20. What is my biggest telemarketing challenge currently? Explain it as fully and honestly as possible.
Unfair Advantage over My Competitions
-21. In my telephone prospecting calls, am I doing everything just a little bit better today than I did it yesterday to create ‘an unfair advantage over my competitions?
-22. In prospecting for new business relationships, what one thing can I learn do better than your competition?
-23. How can I let the world know about my advantage over my competitors?
-24. What steps am I going to take to improve it?
-25. Who are my competitors?
-26. What do my competitors offer that I don’t?
-26. What methods do I need to take to offset their advantage?
Disclaimer: We’ve suggested techniques and ideas that have made us more appointments and face-to-face meetings and are known to work for other people. However, there’s no way that anyone can be certain about the outcome you’ll experience and no warranty is given or implied in this conversation guide.
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