10 TIPS TO SELL MORE BY PHONE, PART III
1. "Calling from Headquarters. . . ."
Mary Armentrout with AT&T Paradyne finds this technique carries a
heavier impact on opening statements:
"Hello, this is Mary Armentrout with AT&T Paradyne corporate
headquarters. The reason for the call is . . . "
By mentioning the corporate headquarters, she finds that customers
and prospects view the call with more credibility and importance.
2. Use a Pro for Screener Training
Judy Erickson, the AT&T Paradyne telesales manager, provided a great
idea for becoming more skilled at working with screeners. When
training on how to most efficiently and effectively get to the
decision maker, invite an actual screener from some part of the
organization to sit in on the training, and to work with you on the
role plays. This person will help reps better understand the
function of the screener, plus provide a real-life perspective in
call simulations.
3. Ask for the Name of the Person
One more point on locating decision makers is that you should always
ask for ". . . the name of the person who makes the decisions
regarding . . . ", instead of saying, "I'd like to speak with the
person who . . .". The reasoning is that if the switchboard
operator puts your call directly through in response to the latter
request, you won't know who you're speaking with.
4. Leave Both Numbers
Along with your message, leave your toll number and 800 number, if
you have one. Sometimes people will use your regular line and pay
for the call themselves, even if they have the choice of using the
800 line. And if the 800 number is busy and their call is urgent,
they will be able to reach you.
5. Use Verbal "Nods"
When listening to your prospect/customer, be sure to use verbal
"nods" to let them know you are listening, and to encourage them to
continue speaking. Examples are, "Uh-huh," "I see," "Hmmm, inter-
esting," "Go on," and so on. Rick Hollman of Accounting Temporary
Services finds that a strategically placed "Really!" gets the person
to turn on the information flow.
6. Listen for THEIR Nods
Likewise, you should be listening for the other person's verbal
nods, since the tone of voice, frequency, and rapidity can all give
you different messages. For example, if someone says "I see,"
slowly and deliberately as you are speaking, it likely means they
are really into what you're saying. When their nods increase in
speed, and the tone of voice becomes more excited, they're saying to
you, "Tell me more!". Finally, when their nods are rapid fire, as
in "uh-huh, uh-huh, uh-huh," they are likely thinking, "Shut up. I
have something to say."
7. When You're Not Familiar With the Competitor
What should you do when a prospect compares you to a competitor you're
not familiar with? Ask them for more information. "I'm really not
familiar with that company Mr. Mason. Tell me about them." Some
prospects will even send you price lists, brochures, and proposals
from the competitor. Or, get the phone number from them and call for
the information yourself.
8. Use a Title When Appropriate
If you have a title that would help you reach a decision maker, by
all means use it! For example, Dave Comstock says, "This is Dave
Comstock, Customer Service Manager of Mid-West Conveyor, calling for
Jack Jonston please."
9. Plant Seeds
If a farmer doesn't plant seeds, nothing will grow but weeds. If you
plant seeds on calls that otherwise are non-productive, you might
have a chance of a fruitful harvest at some point in time. This means
that there are probably a lot of calls where you either disqualify a
prospect, or they determine they are not going to do business with you.
But, you probably have had one of these "written-off" prospects call
you back and say, "Well, we're ready to do something now." You can
contribute to the frequency of these occurrences by planting ideas in
the person's mind before hanging up. "Joe, although we won't be working
together here in the short term, at the rate you're growing, you would
be able to justify our service if you install that new program. When
you reach that point, give us a call and we'll make you a good offer."
10. Answer With Their Name
When an incoming call from a customer or prospect is transferred to
you, and the name of the caller is announced by the person who is
transferring the call, DON'T answer the phone with the same formal
phrases you use when you don't know the identity of the caller.
For example, avoid, "Hi this is ________, how may I help you?"
Instead, start the call on the best possible footing. Remember that
the caller has already given his/her name to at least one other
person in your organization during this call. And, they might have
also given the reason for their call, such as literature request,
pricing information, and so on. Therefore, you want to instantly
create a friendly caring atmosphere by greeting the caller with "Hi
Terry, thanks for calling! I'm Pat Jones", or "Hi Terry, I'm Pat
Jones. I'll be happy to help you with the pricing information you
want." By taking the initiative in this way, you set an early, posi-
tive tone for the call. The caller feels as if you were standing on
your front porch with arms extended, saying with a great big smile,
"Welcome!"
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This resource is (c) 1996 by, and excerpted from,
Telephone Selling Report newsletter.