10 TIPS TO SELL MORE BY PHONE, PART V

1. Look at Your Telephone Image In The Mirror

Have you ever been turned off by someone's appearance. Regardless of
what it was, we have all experienced a bit of prejudice because of 
the way a person looked. And no matter how objective we believe our-
selves to be, this clouds our ability to deal with that individual in 
an unbiased way. The good news is that on the telephone we don't have 
to worry about our physical appearance. This allows us to concentrate 
more on enhancing the appearance that really counts on the phone: The 
way we sound.


However, the same prejudices can be formed by our listeners if there 
is anything in our tone, volume, pace, or choice of words (or non-words
such as "uh," "ah,") that is distracting. In a face-to-face situation, 
you wouldn't approach the most important meeting of your life slouch-
shouldered, wearing tattered clothes and have your hair a mess. It's 
easy to sound like that, though. You need to regularly listen to tapes 
of your calls at various times of the day, and constantly be aware of, 
and enhance your telephone "appearance" to be sure it's one that adds 
to your message. 


2. How to Keep Visitor Noises Down


Noise in a telesales environment is a problem shared by many organi-
zations. Peggy Leutele of Eco Systems in Minneapolis share this idea: 
At Eco Systems, which is a manufacturer and distributor of water 
purification equipment and supplies, tours frequently bring groups of 
people through their facilities. The groups are often noisy and dis-
tracting. That was until Peggy placed a large sign reading "Quiet 
Please" at the entrance to the area. She says it's interesting how you 
can hear the buzz dwindle to a hush as the groups enter the area and 
see the sign.


3. When You're Disconnected


Everyone has probably had a call terminate for some reason or another 
in the middle of a conversation due to technological reasons. Regard-
less of who placed the call, it's YOUR responsibility to call the 
prospect/customer back. Don't wait for them. Be proactive. Another 
point: Whenever you get an incoming call such as an inquiry, be sure 
you get their name and phone number right away, just in case you are 
disconnected. This way, you'll have a way to recontact them.


4. First, or First and Last?

Should you use your first name only when placing calls? Or, should
you identify yourself with both first and last? Here are some general 
rules we suggest based on experience and input from decision makers.


* When cold-prospecting or calling people with whom your relationship 
is less than intimate, use both first and last names, as in "Hello Mr. 
Jones, I'm Pat Stevens with Ace Services." Using both names lends 
credibility to you and your offer. Decision makers have told us that 
when they get calls from unknown people using only a first name--their 
image is of someone who typically only use first names, i.e. service 
repair people, delivery drivers, etc.


Another benefit of using both names is that it eliminates the inevi-
table question, "And your last name is.....?" It doesn't confused them,
and they don't have to try to figure out if they know you.


* On calls where you have a relationship with the person, it's
permissible, even suggested, that you use only first names if the 
relationship is strong enough.


5. Silence the Radio

It's difficult enough to cope with noises you can't control, so 
don't add to the interference with something you do control: the radio. 
Some reps regularly have radios (or tapes) playing in the background, 
claiming to be able to concentrate with 100% effectiveness with it on. 
Although some people's ability to focus is better than others, the 
radio can be a source of distraction, particularly if a song comes on 
with emotional meanings, or if the announcer says something that might 
catch your attention. Anything that is distracting--even if only 
momentarily--hinders the ability to absorb the speaker's message. 
Regardless of how low the volume is, if your ear can pick up the sound,
so does your telephone mouthpiece. This impairs the listener's 
ability to hear you! You need to do everything to ensure you com-
municate a clear, crisp message.


6. Don't Be Just "Good Enough"


You most likely haven't come close to reaching your potential as a 
sales professional. Few reps have. To accomplish what you are capable
of, break the "good enough" barrier. This invisible obstacle is what 
holds many back. Just when people begin to stretch toward new achieve-
ments, many hit this mental boundary and say to themselves, "That's 
good enough." Good enough is:
* when talented people don't fully develop their abilities. 
* when service slips and customers complain. 
* when sales professionals do what it takes to get by, but miss 
growth and income opportunities in the process. 

ACTION STEP: 

When you toil away at an activity, and are just about to say, "This 
is good enough," push that barrier away. Go that extra inch. There 
is a saying that states, "Once a person's mind is stretched, it will
never go back to it's original dimensions." 

7. The "Hovering Co-Worker"

Ever had a co-worker approach you and begin talking while you're on
a call, or simply hover over you silently, waiting for you to end
the call? It's distracting, and is the epitome of rudeness and dis-
respect for not only you, but for the listener on the other end of
the phone. Simply turn your back to the offender--even as they 
speak--and work to focus all your attention on your phone partner. 
Is it rude for you to turn your back? Not compared to what they are 
doing to you! Realize who is most important here--the customer/
prospect. The "hovering co-worker" will get your subtle message, and 
if they're a habitual offender, they may eventually realize what 
they're doing.

8. Remind Yourself of Your Closes

Few people will volunteer their orders, regardless of your fine probing
and presenting. You still need to help them along by closing. To 
remind yourself every day of your closing performance, count the number 
of times per day you ask for commitment. Write that number in a promi-
nent place--your daily calendar, Day Timer, etc., and circle it. Try 
to raise your number each day. There are few guarantees in sales, but 
the more often you ask, the greater are your chances for success.

9. "Just Sign Here. . .Use My Pen"

A technique that outside salespeople employ is to offer the prospect
their pen to "OK" the proposal, contract, or order form. An innovative 
TSR reader has tried a variation of this technique for big ticket 
phone sales. He has spoken with prospects several times who have 
received his proposal. He sends a nice pen that has his company's name 
and logo imprinted on it. He attaches a note that says, "All you need 
to do to start enjoying big savings is to sign the proposal. I'll call 
you Friday at 10:30."

The tactic doesn't always work, but it sets him apart from his com-
petitors and gives him that extra edge.

10. Practice Your Descriptions

People usually think in pictures when they hear descriptions. What do 
you think of when you hear the word sunset? Naturally, you picture the 
color of the sun as it descends below the horizon.

To evoke more emotion in your prospects and customers, improve your
ability to create vivid mind images. Practice describing objects or 
activities you see while driving in your car. Be as specific as pos-
sible, and use exciting, colorful action words.

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This resource is (c) 1996 by, and excerpted from,
Telephone Selling Report newsletter.