Use This Magic Button on Your Phone

I was in Staples the other day and saw their promotion using a little red button that says, “Easy” on it. You know the one? They have commercials on it and essentially whenever a business person needs any help around the office, all they have to do is hit this button and BAM! their need is met. Would that be nice? Staples even sells little red buttons with “Easy” on them, and you’re encouraged to buy one and keep it on your desk. Nice marketing, huh?

Wouldn’t it be nice if you had a little red button on your phone called “Easy” and all you had to do was press it and your prospect or client would automatically start telling you exactly why – or why not – they would buy from you? How much would you pay for that magic little button?

Well guess what? YOU DO! In fact, you have an even more powerful, more magical button then “Easy” right on your telephone, and I bet you’re not even using it. That magic button? Your MUTE button, of course.

Now I know you may have heard me talk about the importance of using your mute before, but the question is, are you? If you’re like most sales reps I listen to, then the answer is no. Oh, you may use your MUTE button when you need to get information or check on something, but when was the last time you actually used it to truly listen to and allow your prospect or client the time to complete a thought – or even a sentence?

Let me tell you why it’s so hard to listen on the phone. When you’re with a friend having dinner and you ask them a question, do you immediately jump in as soon as they pause for a breath? Probably not. You see, when you’re in front of someone, you can read their body language, you can read their face, and you can see when they are searching for just the right words to continue. During the few seconds it takes for them to find those right words, you don’t just start talking at them, do you? (I hope you don’t because if you do, you probably don’t have a lot of friends!)

But when you sell over the phone, you don’t have any of those cues, do you? And that’s why most phone sales reps talk over their prospects and that’s why most people (including you!) hate it when a telemarketer calls. They don’t listen and they don’t give you time to collect your thoughts, do they? And, chances are, neither do you…

So, let’s get back to your magic button – your MUTE button. Here are three easy ways to begin using your MUTE button to guarantee that you give your prospects the time to complete their thoughts – and their sentences:

1) Use it when asking about who they are using now. I’m sure that during your qualifying stage you probably ask something like, “And how are you handling your lead flow now?” This is the perfect time to automatically hit your MUTE button. Expect them to answer in a sentence or two, but keep your MUTE on! During the next couple of seconds, chances are, they will elaborate.

If they don’t, just un-mute and ask, “Oh?” and then immediately hit MUTE again!

2) Whenever they ask about price. As soon as you give your price, you must always qualify and see how that landed with them. This is the perfect time to ask, “And how does that fit in your budget?” And then hit MUTE! Listen here carefully and then to prompt them after they are done by using a layering question like, “And what were you hoping to spend on this?” And then hit MUTE once again. And then listen….

3) The third time to use the MUTE button is whenever you get an objection. Rather than rush into answering it, ALWAYS get more information. Ask things like, “What do you mean?” OR “What else were you thinking in terms of this?” OR “Beside that, what other questions do you have?” And then hit MUTE directly after each of these and listen to what is behind the stated objection.

I think you can see how much more information you will get if you just listen instead of talking. You can do this easily if you just start using that magic button on your phone called, MUTE!

If you found this article helpful, then you’ll love Mike’s Completely Updated and Revised for 2014 eBook, “The Complete Book of Phone Scripts.” Now over 130 pages of powerful and effective scripts to help you easily get past the gatekeeper, set appointments, overcome objections and close more money!

The Right Way and the Wrong Way to Open Your Call

[This is an excerpt from my completely revised and updated for 2014 eBook, “The Complete Book of Phone Scripts.”]

Because you only have a few precious seconds to make a connection and establish interest, you’d better have a good opening prepared in advance. Besides being very busy, your prospects get a lot of sales calls every week, and many of them from your direct competition. So why would they want to talk to you? What can you do to separate yourself from all the other calls they get?

The answer is that you have to establish a real connection with your prospect and stop sounding like all the other sales reps who call them!

The Wrong Way to Open Your Call:

“Oh hi Mr. __________, this is _______ _______ with the MLT Group. __________, we are an industry supply manufacturer and we help companies streamline their production process. We work with many companies in your field and save them between 10 to 15% on the cost of their storage and delivery process. What I’d like to do is ask you some questions to see how our process may save you that kind of money as well. Where are you currently getting your…”

Do you see how this opening makes NO connection with the prospect? Do you see how it just starts pitching at the prospect and doesn’t acknowledge that the prospect might be busy, or not interested? Do you see how there is no rapport built here and how it’s a one sided conversation?

How do you feel when someone barges in on your day and starts in with a pitch like this? You’re probably thinking what most prospects are thinking: “How do I get this sales rep off the phone?!”

Now let’s look at the right way to open your call. Your goal in the first few seconds is to make a connection and get them to interact. You have to acknowledge that they may be busy or that you respect their time and you have to establish some rapport and separate yourself from all the other sales reps calling them.

The Right Way to Open Your Call:

Opening example: Acknowledge that you know your prospect gets a lot of calls — this will immediately help you establish a connection because you will be saying exactly what they’re thinking and feeling. Use:

“Hi ________ this is _______ _______ with (your company), how is your Tuesday going?

Great. _______, I know you probably get a ton of calls so I’ll make this brief.”

Now go into a one to two sentence explanation of why you’re calling and what it means to them. Quickly state your value proposition and ask a qualifying question:

“________ we provide/service/work with (companies like yours) helping them service/provide/process/do better at _________. Let me ask you a quick question…”

Ask a specific qualifying question tied with a value statement here. Something like:

“If I could show you a way to increase the number of leads you’re getting right now and show you how you can easily afford to do so, would you be willing to invest 5 minutes to find out how?”

Now it’s important to listen to not only what they say here, but to how they say it. Most of the time you’ll be able to tell if you have an interested prospect or not, and after you read a bit more of this section on cold calling, you’ll know exactly what to do with both kinds of prospects…

There are a ton of other word for word opening scripts, initial resistance scripts, qualifying scripts, closing scripts, etc., in my completely updated and revised for 2014 eBook, “The Complete Book of Phone Scripts.”

Learn More About it Here.

How to Overcome the “I want to think about it” Objection

Out of all the possible objections you get when selling your product or service, the nebulous, “I want to think about it” is probably one of the hardest ones to overcome. The prospect isn’t saying no, exactly, but he isn’t giving us an objection that we can overcome either. So what do you do?

If you’re like most sales reps, then you fumble around for some kind of response and end the call with a wimpy, “Well, when should I call you back?” The prospect is thinking, “How about the 12th of never?” :–)

Any good closer knows that this objection is the mother of all smokescreens and can hide a number of real objections. The real skill in dealing with this is to get your prospect to reveal what the real reason he’s not going with it is. And that’s what the following responses to this objection provide you with.

(These scripted responses are taken from Mike’s bestselling, “The Complete Book of Phone Scripts” eBook. He’s completely updated and revised it for 2014 and I highly recommend it!) See it Here

I’ll explain the technique that lies behind each one and when you read them, just remember, your goal here is to get to the real objection – even if it’s a “no” (which it often is…)

You’ll notice that the responses have numbers after them. This is because they are taken directly from the “The Complete Book of Phone Scripts” eBook. There are 10 different responses to handle this objection alone!

OK, now this first response is to give your prospect some options so they can give you an idea of what they really mean – and their answer will give you the direction YOU then need to go in to close the sale:

Response #1:
“_________, whenever I tell someone I need to think about it, it usually means one of three things: 1 – I’m not going to be a deal for whatever reason, and I just want to get them off the phone, 2 – I kind of like the idea but I’m going to have to find the money or talk to my partner, or something else is holding me back, or 3 – I really like the idea, and I just have to move something around before I say yes.

Be honest with me; which one of those things is it for you right now?”

As always when asking questions, use your MUTE button and let your prospect get everything out. Use the “Oh?” technique to prod him/her on further…

This next response is one of my favorites because in going through each of these options, you’re actually qualifying your prospect as well. Especially when you get to the last question about budget,

Response #8:
“Perfectly fine. Just to be sure, you do understand how this (your product or service) would work in your environment, right? And are you confident that if you moved forward with it you would get positive results? And finally, if you decide to give this a try, is the budget there to move forward with it?

Then just to clarify my thinking, what factors will you be considering in thinking about this?”

Again, listen carefully and give your prospect the time to finish his thoughts and give you all the info you need – in other words, use your MUTE button when he/she is speaking.

This tenth response is a little tongue in cheek, but it works! The important thing is not only what your prospect responds with, but HOW they say it…

Response #10:
“No problem, ___________. When should I call you back on this? And what is going to happen between then and now that will convince you to move forward with this?”

So there you have it! Three proven ways to handle the bane of every sales person’s existence: the dreaded “I want to think about it” smokescreen. Use them today and put an end to the stalls you get when trying to close your sale.

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