Good habits mean success in sales calls
Have you been thinking about selling by phone? You can become more efficient, increase your sales and boost profits by picking up the phone and dialing. You may think it really isn’t as easy as that, but if you are prepared, it can be.
To guide your customer through your message to make a sale, your customer needs to: a) Be listening to what you have to say b) Have a positive reaction to your message and c) Make an affirmative decision.
To prepare yourself on how to guide your customer through a closing sale on the phone, you should try these eight steps:
- Introduce yourself. Always introduce yourself. Then quickly determine if you are talking to the right person and ask if this is a convenient time to speak.
- State your purpose. Stating the purpose of your call will make your customer more willing to listen. Remember, you have interrupted your customer. They will want to know what you want, what you are selling and if it is worth their time to listen. Once you have satisfied these concerns, you will have your customer’s attention.
- Keep their attention. After getting past the customer’s initial resistance, you need to keep their attention. Give the customer a reason to listen by offering a benefit that may result from your call. Convince them that the next few minutes on the phone with you will be well worth their time. Phrase your first few questions so that they will bring “yes” answers. This will help create a positive atmosphere.
- Listen. After you have your customer’s attention, ask for facts and information that will help you make the sale. Use open-ended questions. Then listen and don’t interrupt.
- Personalize your message. Personalize the benefits to your customers by using what you now know about their needs and wants. Show your customer you understand and want to help.
- Be prepared for objections. Have an outline prepared. Try to anticipate any objections that might be raised and have an effective response written out to each of them.
- Ask for a commitment. Strive for a positive outcome. Don’t let the customer go with only one “no.” If you can’t get an immediate sale, ask for a personal appointment or ask for a time to call back. If that fails, offer to send literature. But whatever you do, do not overstay your welcome. If it becomes clear you will not be making a sale at this time, end the call quickly and pleasantly. You will probably be calling back at another time and you want your customer to remember you positively.
- Close up. Confirm your order agreement or appointment. Always end your call courteously with your thanks. Let your customer be the one to hang up first. Make sure you follow-up on all your commitments. It is also a good idea to keep a written record of your call.
If you are prepared, telephone sales can be much easier than you think. By adding the telephone to your professional selling skills, you will be taking a big step forward toward your sales goals.