The One Gift You Need to Give Yourself This Season

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What’s the ONE thing you all wish for this season?

More money, right?

If you’re in sales, then the way to make more money is to close more sales. It’s that simple, isn’t it?

And if you’d like to make more sales, then you need to upgrade your selling skills.

Would you be willing to spend just $18.30 on yourself to do just that?

If so, then the easiest way to do that is to gift yourself the bestselling book inside sales guide that has over 500 Word-For-Word Scripts, Phrases and Questions that will help you open and close MORE sales. Period.

Why Power PhoneScripts?

  • Endorsed by the Top Sales Trainers in the world:

Jeffrey Gitomer, Jeb Blount, Mark Hunter, Jill Konrath, Steve Richard, Trish Bertuzzi, and many others endorse Power Phone Scripts as the best tool for selling over the phone.

  • 5-Star Rating on Amazon.com

Power Phone Scripts has a solid 5-Star rating by 47 users to date!

  • Scripts to help you handle ALL the selling situations you face over the phone:

In Power Phone Scripts, you’ll learn how to:

  • Cold call and Prospect over the phone better and with more confidence.
  • Learn how to qualify prospects without interrogating them.
  • Build real rapport so people will actually talk to you.
  • Present your product or service better and close more effectively.
  • Overcome the objections that are frustrating you now.
  • Close more sales and make more money, period.

As you spend money on gifts for other people this season,don’t forget about yourself! You can get Power PhoneScripts in book form, on Kindle, or on Audible.com

Give yourself the One Gift that will pay you dividends in 2019. Gift yourself the new sales skills that will make your job easier, give you more confidence, and that will make you more money.

Who wouldn’t want a gift like that??

Get it here.

Why Aren’t You Using More Tie Downs & Trial Closes?

sales technique best practice tie downs and trial closes

I don’t know why tie downs aren’t used more by sales reps selling over the phone. I was listening to an experienced rep the other day just pitch and ad-lib to a good prospect, and at the end of the call, she had no idea about the prospect’s level of interest, nor did she qualify the prospect.

Tie downs (and trial closes) serve several important functions, including:

Getting confirmation that the point you just made was understood and accepted by your prospect.  This is especially important when selling over the phone because you don’t have the physical clues to tell you how your presentation is going.

Using tie downs is also instrumental in building a yes momentum. If the prospect is agreeing with you, then you can feel confident at the end in asking for the sale.

Tie downs also give your prospect a chance to engage with you—when you use one, you actually have to wait for them to respond.

Trial closes are crucially important as well. If all is going well with the tie down responses you’re getting, then as you head toward asking for the sale, you can use a few well-placed trial closes to make asking the deal even easier.

There are many other value reasons for using tie downs, but let’s look at some of the most effective, and go over in what situations they work best:

#1: Whenever your prospect asks you a buying question (and any question a prospect asks you is a buying question), after you answer it you must use a tie-down.  Examples:

If a prospect asks you how much something is, after you give them the price—or the range of prices—you can use any of these tie downs:

“How does that price sound?”

OR

“Is that what you were looking to spend today?”

OR

“How does that compare with what you are paying now?”

OR

“Is that within the budget you have for this?”

OR (If selling a commodity)

“That’s a great value today, and I’d take as many as I could at that price—how many can I ship you today?”  (O.K., that’s a close, but I couldn’t help myself!  Do you see how tie-downs can lead to a close?)

If a prospect asks a question about a feature or a benefit, use any of the following: 

“Does that make sense?”

OR, better:

“How would you use that?”

OR

“Do you understand how that works?”

OR

“I think that’s a great benefit – how about you?”

If a prospect makes a statement that seems negative, use:

“How did you come to that?”

OR

“Compared to what?”

OR

“What do you mean exactly?”

OR

“How does your current vendor handle that?”

#2 Use tie downs throughout your presentation. Most sales reps power through their presentations and use far too few tie downs or check-ins (as the rep I listened to demonstrated last week). And when they do, they are usually closed ended which lead their prospect to reveal little. Use these more open-ended tie downs to engage AND learn crucial buying motives:

“That’s how we drive the leads…. now tell me about how you would get the most out of them?”

OR

“That’s one of our biggest selling points…. tell me: how would this impact how you’re currently doing things?”

OR

“Do you see how this works?”—And then: “How might this work for you?”

OR

“Are you with me there?”—And then: “What questions do you have?”

OR

“That’s a nice feature, don’t you think?”—And then: “How would that work for you?”

OR

“Is this sounding like it might work for you?”  (Now we’re branching into trial closes—did you notice that?)

#3: Tie downs can easily become trial closes. Customize from any of these to fit your product/service:

“What do you think of this so far?”

OR

“Would this location work for you?”

OR

“How many locations would this work for?”

OR

“How many departments would want one of these as well?”

OR

“That’s pretty special, isn’t it?”

OR

“Do you see why this is so popular?”

OR

“Tell me, would that fit into your budget?”

OR

“Most people like this—how does it sound to you?”

OR

“Will that work?”
OR

“What else do you need to know?”

OR

“What other areas are you interested in?”

OR

“Would that be enough for you to move forward with this?”

OR

“Tell me: how close are you to wanting to move forward with this?” (A great trial close!)

Let me reiterate that using tie downs & trial closes gives you the information you don’t have because you can’t see your prospect’s reaction (because you’re selling over the phone). Therefore, it’s critical for you to begin using more of the above tie downs & trial closes during every conversation.

Remember, the more you can get your prospect talking, the more you’ll learn what it will take to close them…

Want more solid scripts you can begin using today to make more money? Buy yourself the best Holiday Present you’ll ever gift yourself (or your sales team!): Power Phone Scripts: 500 Word-For-Word Questions, Phrases, And Conversations To Open And Close More Sales

Four Proven Responses to: “We’re all set”

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Many sales reps still have trouble handling the initial resistance statement: “We’re all set,” or “We already have a dealer/supplier/vendor for that.”

If you struggle, too, then you’ll love the proven response below. Adapt them to your style and product or service, and start getting past this common objection.

“We’re all set”

Response One:

“That’s great, and I’d just like to see if we could get on your vendor list for the next time you’re in the market. Let me ask you…”

Now get into your qualifying questions…

Response Two:

“Most companies I speak with are ‘all set’ and that’s why I’m reaching out to you now—I want to give you an option for the next time you’re in need of this. Let me ask you…”

Back to qualifying…

Response Three:

“I understand—I didn’t expect to catch you in the market right now. Instead, let me get an idea of your perfect profile, and then I’ll send you some information you can keep on file next time you need this…”

Now re-engage by asking a qualifying question.

Response Four:

“Got it.  Let me ask you: the next time you are in need of this, are you the right person to speak to about it?”

If yes, then qualify them for that next time – especially asking about time frame, budget, etc.

As with all selling situations, it’s easy to handle objections and stalls if you’re prepared with a good response.

If you’d like over 500 more responses to the common objections and stalls you face, then invest in my bestselling book on phone scripts: Power Phone Scripts.

You don’t have to keep struggling!

Two Killer Questions to Open & Close a Sale

close a sale better by asking the right questions

I was having breakfast with a client in Denver before a training program I was giving, and we were talking about the importance of asking questions and listening. He told me that a few years ago he was working for a company selling an IT solution, and that while dealing with the Director of IT, he suddenly had an opportunity to meet the new CFO. This was unexpected and he had to think fast!

Here’s what happened:

As he was leaving, and right after meeting with the IT Director, he asked him how he could get in front of the new CFO (knowing that the CFO was the ultimate decision maker). Just as he asked this question, an executive was walking down the hall toward them. The Director said, “That’s the new CFO right there. Let me introduce you to him.”

As he was introduced, my client asked the CFO, “I’d love to spend a few minutes with you and wondered when we could get some time on your calendar to do that?” To his surprise, the CFO said, “I have about 10 minutes right now, come on into my office.”

He followed the CFO into his office, sat down across the desk and the CFO said, “So, what’s on your mind?” My client’s mind went blank, and he just sat there for a moment. He hadn’t expected to be here at this time and found himself unprepared.

Luckily, that didn’t last too long and before he knew it he said, “I have just two questions for you. First, when a client of yours leaves you and buys from someone else, what is the main reason for that? And second, what is the main reason a new client goes with you rather than your competition?”

After that, my client opened his laptop and waited to take notes.

And waited.  And waited…

After nearly five full minutes (a nerve racking five minutes to be sure), the CFO finally began to speak. “That’s a great question, and I’m going to have to think carefully about that. In fact, no one has ever asked me that before…”

The CFO then went on to give his thoughts about this, and, after he was done, he thanked him and promised to follow up with more information—which he did. After a few weeks, the CFO then followed up again and made a purchase from my client and his company.

He said of the interaction: “The two questions you asked me were the best two questions I’ve ever been asked. They forced me to evaluate the only two things that really matter—what means the most to our clients.”

My client was obviously pleased with how this turned out, but he told me that the real lesson he learned from the interaction is just how long some prospects take to think about questions they are asked.

He told me, “Since I was there when I asked the question, I could see he was carefully thinking about my questions. Since I could see that, I didn’t interrupt him—instead I just shut up and let him think.

He continued: “This situation revealed the real challenge we face as inside sales reps.  When we ask questions over the phone and don’t get an immediate response, we tend to keep talking. This is the worst thing we can do. We absolutely have to train ourselves to ask questions and then remain quiet and listen.”

When I asked him the best way to teach reps to do this, he said that using the mute button was the easiest and best way.

If you have read any of my articles or books, then you know my favorite four words are, “Shut up and listen.” You also know that I think the mute button is the most important button on your phone.

To prove this to yourself, make a commitment today to asking questions and using the mute button to let your prospect answer you. You’ll be surprised by what your prospects will reveal and how much easier it is to close sales.

How to Handle: I looked it over and not interested

I’ve been getting a lot of requests lately from readers who are getting blown off when they call a prospect back.

To help with this, I’ve been asked to give some scripts to handle this initial blow off before a close.

So here are three proven scripts you can use the next time your prospect tells you “I looked it over and I’m not interested…”

Response #1:

“I understand, and that’s perfectly OK. At first a lot of people I speak with don’t fully understand all the ins and outs of this and that’s why I’m here. Before you make a decision though, let’s do this. It will take just a couple of minutes to explain how this might help you, and if, after you understand it, you still think it’s not for you, we’ll part friends. Do you have that information handy?”

[Must end by directing them to take an action…]

Response #2: 

“I didn’t expect you to be interested; heck, our marketing department hasn’t yet figured out a way to get our prospects to call us back—and that’s why they hired me!

But seriously, {first name}, this (product/service/investment) has some great features that aren’t readily available in the (demo/material/information) I sent you, and it’ll only take a couple of minutes to find out if they would be a fit or benefit for you.

Tell you what, do yourself a favor and spend a few minutes with me to find out how and if this would be right for you. Grab the information/quote/brochure and let me cover a few things – do you have it handy?

Response #3:

“I understand, and believe me, I get that a lot. In fact, some of my best clients said that at the beginning as well. But I’m sure you’d agree that any decision you make, whether it’s a yes or a no—and I can take either one—is best made once you understand all the facts, isn’t that right?

Well {first name}, I’m here to help you learn those, so do yourself a favor and grab that information, and let’s briefly go over it. If at the end it’s not for you, we’ll part friends. Do you have it handy?”

Now, take some time and reword them slightly to fit your personality, your product or service. Then get in the habit of using them over and over again. What you’ll find is that more and more prospects will actually let you pitch them, and some of those will buy!

One Powerful Way to Learn More About a Prospect

Let’s start with the obvious: Sales reps talk too much. Whether it’s nervousness, fear, inexperience, or just the conviction that if they stop talking the prospect will say “Not interested” and hang up, it doesn’t matter.

If you listen to calls from your sales reps, you’ll find that they simply talk past the close. They talk over their prospects. They talk after they ask a question (and don’t even let their prospect answer).

And then they talk some more…

The dangers of talking so much are many. Often times, when talking past the close, sales reps will actually introduce objections. This is a common problem and one entirely of their own making.

Another problem is they talk over their prospects and so appear rude and give the impression that they don’t care about what the prospect has to say. This makes them seem pushy and salesy, and makes the prospect want to disconnect with them.

As if all these problems aren’t enough, by talking so much they aren’t learning anything about the prospect, their needs, their pain, or about what they would like help with. I have always taught that the prospect has all the answers: why they’ll buy, why they won’t buy, what you need to say to sell them, etc. But if you aren’t listening, you’ll never hear any of this.

And that means you’re tempted to just keep talking and pitching…

The good news is that there is a powerful way to learn more about a prospect. When I give this to you, it’ll appear simple—and it is—but it is difficult to practice because most sales reps are so invested in talking.

Here’s what it is: At any point in a conversation with a prospect, if they either give you what appears to be an objection (like, “We wouldn’t be interested…”) or are just not volunteering much information, all you have to do is say:

“Oh?”

And then shut up and hit your MUTE button.

When you say it, say it in a way that expresses a question—let your tone of voice rise slightly. Practice it now: “OH??”

Do not disregard this as being silly or too simple to have much effect. It’s one of the most advanced and powerful tools a real closer has in his/her arsenal.

This week I challenge you to talk less and listen more. And the technique you’ll use is the “Oh?” technique. Try it and see for yourself how much more you learn from your prospects. Remember, they have all the answers…

Three Customer Service Secrets—True or False?

How would you rate your cell phone company’s customer service? To get the answers to these questions, we conducted a survey and here are some of the words consumers used most often:

Dread
Frustrated
Angry
Hopeful

I’ll bet you can add some of your own words to that list, but the end result would probably be more negative ones than positive.

Customer service basics are a part of all inside sales positions. How are you at these crucial skills?

Take the following quiz yourself and see how many you and your team get right:

True or False: You either have the right personality or disposition to be a good customer service rep or you don’t.

Answer: False. Good customer service isn’t as much about personality as it is about learning and consistently using a set of proven skills. Anyone who wants to get better at meeting and exceeding the needs of customers can learn and then apply—consistently—a set of skills that includes the proper opening, middle and ending of a customer service call.

The problem isn’t that there aren’t enough people with the right personality out there, it’s that most of the customer service reps operating today haven’t been given the right training, nor the right follow up coaching, to be consistently good at exceeding the needs of their customers.

True or False: Customer services reps with the most product and service training will result in the best experience for the customer.

Answer: False. Companies spend hundreds of thousands of dollars on product and service training hoping to put the most educated customer service reps on the phones for their customers. The sad truth is that this doesn’t always translate into a positive or entirely satisfied experience for the customer.

We have all had an experience where the attitude and tone of the customer service rep overpowered the knowledge or help they were able to offer, and we also have had the opposite experience of dealing with a pleasant customer service rep who was eager to help. Which would you rather deal with?

While product or service training seems more direct and measurable, basic customer service skill training is just as, if not more, important for the overall customer experience.

True or False: It is hard to find and train good customer service reps.

Answer: True AND False! Let’s face it—good help is still hard to find.

Finding good people to hire can be a time consuming and difficult process. The saying “It’s a numbers game,” is an accurate way to describe this process. There are a number of variables that come into play in finding good candidates including your location (city, part of the country, etc.), your company and pay scale, the available talent pool of candidates, etc. While it is true that finding these candidates is sometimes hard to do, training them doesn’t have to be.

Training people to excel at giving great customer service is possible if you focus on providing people with the skills it takes to exceed your customers expectations and if you then coach adherence to those skill sets. Unfortunately, this is where many companies fall short.

While there are many good resources and training available to teach these skills, many companies still focus on product and service training. Hopefully, after a careful review of your own customer service team’s skills, you’ll decide to provide the kind of training that gives your customers the kind of experience that will keep them coming back.

If you or your company are interested in learning the kind of skills that enable your customer service reps to consistently give GREAT customer service, then visit our website: http://mrinsidesales.com/ or call us at: (919) 267-4202. We look forward to helping you soon!

Pitching the Gatekeeper Won’t Get You to the DM

One of the biggest mistakes I still hear sales reps making is pitching the gatekeeper or receptionist in hopes of them being so impressed that they will put them through to the Decision Maker (DM).

Yeah, right.

I mean, how often does that happen for you? Truth is, the more you “pitch” the gatekeeper, the more you just identify yourself as a sales person and the more the gatekeeper is alerted to screen you out…

Here’s what you need to know:

The gatekeeper’s job is to route calls. The information they need to route the call is your full name and the name of your company.

That’s it.

If you use an instructional statement, and are polite, you will be put through without any additional screening.

Here’s your perfect opening:

You: “Hi is {first name} in please?”

Gatekeeper: “Can I tell him/her who is calling?”

You: “Yes, please tell {first name} that {Your first & last name} with {Your company name} is holding, please.”

If you deliver that exact line with a smile in your voice, warm and friendly, over 60% of the time they will not only just put you through, they will say, “Hold please.”

Don’t believe me? Try it for yourself all this week.

Remember, what you don’t want to do when they ask you “who is calling?” is reply with a portion of your pitch:

“Yeah, I’m calling with (company name) and what we do is…blah, blah, blah….”

That will get you screened out every time.

Just Email Me Something….

What do you say when you get this objection while prospecting?

If you’re like many sales reps, you accept this stall and become a willing participant in the follow up drama that ensues. And you know how frustrating that is.

Let’s face it: This blow off is just a variation that prospects have been using for years. It used to be: “Can you send me something in the mail?” or “Just send me a brochure,” etc. Then email started and guess what? A new stall was born.

So, what’s the best way of handling it? The first thing you want to do is find out whether it is a blow off (80% of the time it is), or whether your prospect is truly interested in what you have and wants to know just a little bit more before they speak with you.

There is an easy way to find out.

All you have to do is have an email already prepared while you’re prospecting. If someone tells you to email them something, simply ask them what their email address is and the send it! Right then!

Simply say:

“Okay, I’ve just sent it to you. Let me know when it pops up, and I’ll show you a couple of links you’ll want to explore later.

“Meantime let me ask you…”

And then ask a qualifying question. The point here is whether or not your prospect will:

1) Give you the time to speak further with them. (If not, they weren’t going to open your email anyway, and if they will, then you know there is a legitimate chance they are interested.)
2) Actually open the email. (This tells you how cooperative your prospect is, and so how cooperative they will be throughout the sales cycle.)
3) Blow you off with another objection. (This is actually great because it tells you that you won’t need to follow up on the email—they aren’t buying!)
4) Allow you to set a definite follow up appointment. (Which is what you want.)

Any of these responses will get you a lot further—and give you the intel you need as to how to pursue this lead—than sending an email after you hang up and then putting this prospect into your follow up queue.

Try it this week, and watch your leads get more qualified as you put less “wood” into your pipeline. And then watch as more deals roll out of it!

Book Mike Now for Your 2019 Sales Kickoff!

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Looking for a dynamic speaker for your sales kickoff event? Book Mike Brooks, Mr. Inside Sales, early to ensure your 2019 sales kickoff gives your team both the motivation and the sales skills they need to make next year your best year yet!

Click here to watch the video and forward to those in your company who are planning your 2019 sales kickoff or convention!

Description: If you’re looking for a sales speaker who will deliver not only a motivational sales keynote session (or breakout session), but will also give your team actionable, and effective sales techniques they can use the moment they get back to their office, then consider booking Mike Brooks, Mr. Inside Sales.

I customize all keynotes and kick-off sessions so they resonate with your sales team. They will receive proven scripts and effective responses to the sales objections and situations they get into over and over again. Here are just some of the topics I can cover for your team:

  • Proven prospecting tips
  • Building rapport with decision makers (so you don’t sound like a sales person calling)
  • Qualifying without interrogating
  • Setting appointment calls that actually show up!

And for closing sales:

  • How to open the presentation call the right way
  • The importance of building a “Yes” momentum
  • The proper use of trial closes
  • How to ask for the sales–multiple times
  • Overcoming common objections with confidence

The American Association of Inside Sales Professionals has had me out to speak at their largest convention of the year: The Leadership Summit, two years in a row. The AA-ISP has also awarded our company the “Service Provider of the Year Award”.

Visit the links below to learn more about me and to see interviews with me:

Interview: http://mrinsidesales.com/script-playbooks/

Home: http://mrinsidesales.com/

Sales Philosophy: http://mrinsidesales.com/blog/

Interested? Reach out to us here: (919) 267-4202 or email me to set up an appointment to speak: info@mrinsidesales.com.

I look forward to speaking with you and helping make your sales kickoff event the best yet!

Mike Brooks

Mr. Inside Sales