Enthusiasm

Each time you meet with a prospect is a brand new opportunity. You need to greet the opportunity with enthusiasm and an open mind.

If you've been giving your presentation several times, you might start to feel that you already know what the prospect will say, or how they will react. You don't know that.

Greet the prospect with open-minded enthusiasm. This is the first time you've ever met, the first time you've heard their story and the first time they've heard yours.

You have no idea what will happen. It could be something great.

Thoughtful Persistence

It's important as you continue to follow up that you use thoughtful persistence. Don't call five times, leave a message to call you back and hang up. Instead try leaving thoughtful, valuable messages for them.

"John, since we met last, I further researched the feature you're looking for and confirm our product does X. Call me to discuss".

Or send an email that says, "80% of the clients that have joined us, discovered significant costs savings within the first two months."

Each time you call or leave a message, visualize that the prospect is happy to get this information and will use it in their decision making process, because they probably will.

There's No Magic Bullet

It takes a lot of calls to connect with buyers. When starting a sales job expect to make 100 calls, to find five people that are interested and two that are a potential fit. 100 calls a day should take about seven hours a day.

Of the two prospects that are a fit, you may have to have eight to ten points of contact with the buyers before you get to a decision, depending on the length of your sales cycle.

That's the formula. If you do it, it works. There is not magic bullet.

The Tone of Your Voice

When you are making calls, the prospects and customers only have the tone of your voice to go by. They don't have your appearance, your dress, eye contact or smiling face to connect with. Your voice has to carry it alone.

To make the most of it, speak slowly. Smile when you pick up the phone, the prospect will hear it on the other end. Visualize that the call will go positively and the outcome will be successful. Connect with the prospect, use their name in conversation. Be your genuine self, don't sound scripted. Listen and respond appropriately. Speak normally. Time is valuable, make sure the call is worth their while.

Tape record your calls so you can really listen to how you sound. Do you use 'um, uhh, or other fillers? Do you lack self-confidence or enthusiasm? Are your words enunciated well? Do you use slang?

Do you sound like someone that you'd like to talk to? People make the decision within the first 20 seconds of the call, whether or not they will let you continue. Make sure you earn it.

Names

When you are addressing your prospect, make sure to get their name right. If you're speaking the name make sure to pronounce it correctly. If it's an unusual name, ask for clarification. Your prospect will be grateful that you did. They are used to having their unusual name mispronounced and it may be frustrating to them.

If you're composing an email, double check to make sure you got the spelling right. If you mispell their name, it shows you don't pay attention to detail.

When you're on the phone, remember to say their name at least three times. It feels awkward to you but sounds very reassuring to them.

Here's an example:

"So Gregg, I understand you like our system but are currently in a contract. Is that correct?"

"Yes".

"Gregg, this is my core business and I understand it very well. I'm familiar with competitors' contracts and there's always an out clause. I'd be happy to review it for you."

"I'm uncomfortable with that."

"Makes perfect sense, Gregg. I appreciate your loyalty to your vendor. Let me give you some areas to check for . . . "

Get it? Doesn't it sound so much more natural and collaborative?

TeleIntelligence

At our call center we do not compensate the callers with a bonus if they get a lead.

In our TeleIntelligence Programs, we pay our callers well, train them well and treat them well. They can work any 20 hours a week that they'd like and wear shorts in the summer and sweats in the winter. We work with high caliber clients and only do B2B calling. We don't sell aluminum siding to residents on a Sat morning.

Our callers are also not sales people. They are calling and qualifying opportunities to be turned over to sales people. We have not had turnover in more than a year and we have some of the original callers we hired on staff.

Paying a caller a bonus puts the onus on a caller to decide what a lead is. They will be generous in the description because they are motivated to do so by the additional money they will earn. With our programs, the callers are motivated by the quality of the lead. They continue to work with the customer, garnering feedback so that they are in a better position to ask more relevant questions and take each opportunity as far as they can.

We are proud of the way we work and the results we produce. Contact us at 312.697.0885 or adale@fullcirclemgmt.com if you'd like us to create a successful program for your company.

Increase the Success of Cold Calls

I received a call from a woman that said 'we'd like to have a lunch and learn for all of your employees'. My response was 'no thanks' and I hung up.

What did she do wrong in her Cold Calling process? Lots of things.

She literally picked up the phone and made a request. Cold calling that way will be filled with rejection.

A different approach would be to target companies that are interested in your service. I don't even know what her service was. I'll make the assumption it was health insurance.

Here's a better way to call.

1. Do your homework before you call - does this company fit the profile of a company that would provide health insurance for it's employees?
2. Check the website - do they have employees? Read their press releases, understand what is important to the company. Check for executive names so you can ask for a specific person when you call.

Now try this: "Good Morning, I took a look at your website and noticed you have a large call center. Do you provide health insurance for those employees?"

Do you see the difference? By doing some research on the company you are starting to build a connection. You're starting to earn the right to ask questions and build a relationship with this company. It will likely take more calls to actually engage them into allowing you to present information on health insurance benefits. With the information you gain from this call, you're beginning to build a database of information so you can continue to target this company. Make sure your track the information in your CRM so next time you call you are not starting all over.

Don't make cold calls. Do your research first the market will appreciate it and you'll increase your success ratio.