Are your phone sales lackluster?
Even in the age of the internet, you don’t want to discount good old-fashion cold calling! But unlike the internet where you case a wide net and see what you catch, phone sale is a focused process that you need to perfect if you want to succeed.
Read on to learn how to be wildly successful when making phone sales.
1. Don’t Put Down Competitors
Don’t bad-mouth your competition on a sales call. It’s the biggest way you can sabotage yourself. When you say bad things about someone, your audience will transfer that onto you. It’s called spontaneous trait transference.
For example, you could say your competition are unreliable and deliver poor quality. They know you’re talking about a third party. Even so, your potential customers can’t help but associate those traits with you. So, even if they’re the ones to bring up your competition, always say “no comment”.
2. Assume It’s a Good Time to Talk
You should always respect people’s time, but asking if it’s a good time gives them an ‘out’. You don’t want them to wiggle away from you. So, assume if they’ve answered the call that it’s a good time to talk.
If there was an emergency, or they had something else to do, they likely wouldn’t answer the phone. If you do want to show respect, then say something like this — “I know you’re busy, so it won’t take long.”
3. Use A Sales Framework
There is nothing wrong with using a sales framework. This doesn’t mean you should use it like a script though. If used in the right way, a sales framework can provide the following:
- They provide a refined, consistent sales method.
- They give a baseline to measure your sales team’s performance.
- There’s less time thinking of what to say, and more time listening to customers.
- Talented sales reps have a strategic base from which they can improvise.
4. Navigate Objections
A key part of any sales process is navigating objections. But, there can be a little bit of misunderstanding around this area. You need to cover some objections, and should get ahead of them where you can.
For example, if your product/service is twice as much as your competition, it’s very likely going to come up. By addressing it before the customer, it lets you spin it into a positive one.
On the flip side, not all objections are equal. Sometimes bringing something up can create doubt where there wasn’t any, to begin with. For these scenarios, have a plan ready in case they do get brought up.
5. Respect The Gatekeeper
There are going to be occasions where the person that answers isn’t the one you want to speak to. They could be a secretary or a receptionist, or a relative. Even so, you should afford them the same level of respect as a customer.
Often, they fill the role of filtering unwanted calls and deciding which calls make the cut. Be assertive, but remain polite. It will do you no good to anger the gatekeeper or you shall not pass!
6. Stop Talking and Listen
Sales is an aggressive process, you’re on the offensive to seek people who will buy what you’re selling. Most of the time though, you’ll get better results with a softer approach. Slow down and don’t get in your own way.
The best sales reps focus on asking the right questions. You don’t need to make more challenges for them, there’s enough already on their path to their goal.
You need to let them articulate the challenges, not you. It’s about matching helpful solutions to businesses and people that need them. To do this, there needs to be a 2-way conversation. For example, if you are selling a small business phone service, you would want to listen to their pain points, and help solve them with your solution.
7. Get Personal
Having that human connection is a big reason why people like to call. They want to speak to another human who understands the issue and can solve it. This is why you shouldn’t shy away from being on a first-name basis.
Using first names breaks down barriers, and helps build trust and rapport. But don’t overdo it. Using it in every sentence will only leave you looking a bit creepy and overkeen.
Think of it as though you’re talking to a friend and only use their name as often as you would then. Usually no more than 3 times in the whole conversation. It’s subtle but it lets the customer know you’re there for them and they can trust you to help them.
8. Use Your Body
You might not think it, but body language does translate well over the phone. A simple technique to remember is to smile when you’re on the phone. They won’t be able to see it, but the customer will hear the warmth in your voice.
You can also use hand gestures. Like smiling, they insert more emotion into your words. You can add anything from engagement to persuasion. Acting natural, as though it were a face to face conversation will always bring in results.
9. Make it Exclusive
Everyone likes to feel important. Each potential customer is an individual so treat them as such by tailoring the chat. If you make them feel special and like they stand out, they’re likely to listen and trust you more.
Avoid sweeping statements like “everyone in your area”. Instead, start with something like “I’m personally reaching out to you because…”
10. Press Urgency
The point where most sales rep hesitates is creating urgency. Because you’re a faceless voice on the phone, it’s easy for someone to say they’ll have a think and get back to you.
To avoid this, let them know it’s a limited offer and won’t be around long. You should set this up straight away, and keep the theme running through the whole chat.
You should never use urgency to get over the “have a think” comments. It won’t come across as genuine. Using it from start to finish lets the customer know that it’s important they decide now. Or they might wait and miss out.
Phone Sales Made Easy
Phone Sales is an art. There isn’t a simple formula (or script) you can follow to succeed every time. But these tips should help you form a process that works for you and your customers.
Remember, you aren’t tricking your customer into buying something they don’t want. Your job is to work with them to find the deal that is the right fit for them.
If you found this post useful, be sure to check out our other articles.