Category: Phone Sales

Master the Fundamentals to Succeed

by mike

I was training a group of new reps last week, listening to one of their calls, and we found that the rep was ad-libbing right from the beginning of the call. The best practice script, which we had provided him, was far, far away…

This ad-libbing approach led to all the common problems we’ve chronicled before:

  • He didn’t qualify the prospect for timeline, budget, decision making steps or even buying motives.
  • He pitched “at” the prospect and didn’t use tie-downs, and so didn’t get buy in.
  • He dived right into pricing packages without finding out which one best suited the prospect.
  • He immediately dropped the price—without even receiving a price objection!
  • And many more errors…

I tried to teach him (and the other new reps) that pitching without mastering the fundamentals is kind of like painting before you understand the fundamentals of art, composition, and perspective.

You might have a lot of natural talent, have a lot of good ideas, have a good sense of color, but if you don’t know, for example, the proper use of perspective, then your paintings will always be somewhat “off.”

They may make sense to you—but to others?

All the great masters first learn the fundamentals of their craft before they start building upon them with their own style.

And it’s the same in sales. First, you need to know the basics—the fundamentals that will give your pitch focus and structure, then you can adapt your creativity, your talent, and intuition to a selling situation.

And, by the way, this applies for more experienced reps as well. If you’re a “pro” and you’re not making your numbers, then it’s time for you to go back to basics as well.

What to do? Dig out the most current version of your script and scripted rebuttals, and use them again.

Don’t have any scripts? Then buy 500 proven scripts here.

Either way, sales reps—both newer and more experienced—will always benefit from a proven, best practice approach.

Get yours, and start painting your masterpiece today!

Need More Proven Responses to the Selling Situations You Face Every Day?

ON DEMAND SALES TRAINING THAT GETS RESULTS!

If your team is struggling with call reluctance and is tired of the endless rejection they face, then get instant access to our On Demand training today. We provide the exact talk tracks, templates, and proven tools your team will be motivated to apply, all structured around an award winning comprehensive inside sales approach that gives your team the confidence to succeed in every selling situation they face today.

Unlimited License: One to 100 reps can attend for one low price!

Perfect for reps dealing with the following issues:

  • Reps struggling with call reluctance
  • Getting screened out by the gatekeeper
  • Overcoming blow off objections like, “Just email me something”
  • Identifying decision makers
  • Qualifying prospects
  • Setting call back appointments that stick
  • Giving successful presentations and dealing with objections
  • Staying motivated
Get Access Today

“I Need to Think About It.”

by mike

If this objection frustrates you, then all that will end after you read this blog post.

First, remember: Most objections are smokescreens hiding the real reason a prospect isn’t moving forward.

Real objections can include things like:

  • They can get it cheaper somewhere else.
  • Their boss/spouse/purchasing won’t let them buy.
  • They like a different solution.
  • And many, many more reasons…

And “I want to think about it” is the perfect smokescreen.

Here’s one way I have successfully dealt with this and gotten the prospect to reveal what was really holding them back.

Pick one part of your offer (it could be the price, or the timeline for delivery, or the quality, or the guarantee, or the rate, whatever…) and say:

“That’s OK, and I’ve given you a lot to think about. Is it the price that you want to think about most?”

And then hit MUTE and listen to what your prospect reveals.

Often, they will tell you what it is, or they’ll tell you it’s something else.

And then you can deal with it!

If they say, “No,” then say, “OH?” and remain quiet—and listen to what they reveal.

Once you know what is really keeping your prospect from working with you, then you can deal with the real objection behind the smokescreen: “I want to think about it.”

Script this out for your product or service. Role play it in meetings. And then use it for a month and see what you find.

If you find the real objection even half the time, you’ll be that much closer to closing more sales!

Need More Proven Responses to the Selling Situations You Face Every Day?

ON DEMAND SALES TRAINING THAT GETS RESULTS!

If your team is struggling with call reluctance and is tired of the endless rejection they face, then get instant access to our On Demand training today. We provide the exact talk tracks, templates, and proven tools your team will be motivated to apply, all structured around an award winning comprehensive inside sales approach that gives your team the confidence to succeed in every selling situation they face today.

Unlimited License: One to 100 reps can attend for one low price!

Perfect for reps dealing with the following issues:

  • Reps struggling with call reluctance
  • Getting screened out by the gatekeeper
  • Overcoming blow off objections like, “Just email me something”
  • Identifying decision makers
  • Qualifying prospects
  • Setting call back appointments that stick
  • Giving successful presentations and dealing with objections
  • Staying motivated
Get Access Today

How to Be a Leader

by mike

A boss says, “Go!”

A leader says, “Let’s Go!”

This quote sums up my management philosophy: A leader isn’t afraid of jumping into the trenches and showing their team exactly how to succeed in their job.

In sales, this means leading by example.

When I became a sales manager, I was already the top producer in the office (and this is how many managers are promoted), and it was easy and natural for me to jump on the phone and take over a call.

I enjoyed it!

And over the years, I found that this was the best way to train my reps—by modeling the closing skills and behaviors I wanted them to learn and practice.

What’s interesting in my training these days is that there are a good number of sales managers who resist this idea. They tell me that now they’re in management, they don’t “get on the phones” anymore.

Or, they tell me that it’s the job of the sales rep to make the calls—not them.

That’s a serious error.

Now, don’t get me wrong: I’m not suggesting you do their work for them (they’d become dependent on you if you did), but rather, it’s important to show them how it’s done.

If you take over a call they are struggling with or start a call they think will be difficult (and you record it), then you will be able to provide them with an example of the right way to handle that situation.

And they’ll learn how to do it right going forward.

In addition, by not shying away from picking up the phone, you will be viewed as a leader—rather than a boss.

And that means people will respect you and want to follow you.

And this is what a leader does.

There are many other reasons for getting on the phone as well:

  • You’ll keep your skills sharp.
  • You’ll get the wonderful feeling that comes from closing a sale.
  • You’ll earn the respect from your reps.
  • You’ll help the company, and your team, make their numbers.

And many more.

So, ask yourself: How often do you pick up the phone and show your team how to do it?

If the answer is, “I can’t remember,” or “That’s not my job,” I urge you to think again.

Get on the phones, make a sale, and start leading your team to greatness.

Need More Proven Responses to the Selling Situations You Face Every Day?

ON DEMAND SALES TRAINING THAT GETS RESULTS!

If your team is struggling with call reluctance and is tired of the endless rejection they face, then get instant access to our On Demand training today. We provide the exact talk tracks, templates, and proven tools your team will be motivated to apply, all structured around an award winning comprehensive inside sales approach that gives your team the confidence to succeed in every selling situation they face today.

Unlimited License: One to 100 reps can attend for one low price!

Perfect for reps dealing with the following issues:

  • Reps struggling with call reluctance
  • Getting screened out by the gatekeeper
  • Overcoming blow off objections like, “Just email me something”
  • Identifying decision makers
  • Qualifying prospects
  • Setting call back appointments that stick
  • Giving successful presentations and dealing with objections
  • Staying motivated
Get Access Today

5 Questions for Influencers

by mike

More and more these days, decision makers hid behind their assistants or other influencers.

Many sales reps get frustrated by this and often try to get past these very important people, thinking that only the decision maker is worth talking to.

Big mistake.

As I’m sure you’ve no doubt noticed, influencers have, well, a big influence on the final decision sometimes, and they almost certainly have a big influence on the decision maker.

So use the five questions below to understand what role your influencer plays, and how you can use this information to have them help you make the sale:

Question One:

“_________, you probably work quite closely with (the decision maker), tell me, how open are they to adding (your product or solution)?”

Question Two:

“_________, in terms of what you know, what is their (the decision maker or committee’s) timeline for putting something like this into effect?”

Question Three:

“What other solutions are they considering right now?”

Question Four:

“How do you get involved in the decision on something like this?”

Question Five:

“How much influence (or input) do you have on the final decision?”

Bonus Questions:

“How closely do you work with (the decision maker or committee)?”

[If they are involved]:

“What are you recommending they do right now?”

And (If you’ve been able to pitch the influencer):

“From what we’ve just gone over, do you think this is something that would work for them?”

AND

“Give me your thoughts on how (the decision maker) is going to decide who to pick for this.”

And

“From what you know, what is (the decision maker) looking for in a solution like this?”

AND

“Given what you know about the urgency for making this decision, how soon do you think they will decide on a solution?”

As you can see, there are many areas and many questions you can ask which will give you tremendous insight into the sales process—if you just ask. 

Is the influencer going to know any or all of this?  Of course not!  But, again, more times than not, they’ll know a lot more than you might think. 

And if you begin asking some of these questions, you will know it, too!

Need More Proven Responses to the Selling Situations You Face Every Day?

ON DEMAND SALES TRAINING THAT GETS RESULTS!

If your team is struggling with call reluctance and is tired of the endless rejection they face, then get instant access to our On Demand training today. We provide the exact talk tracks, templates, and proven tools your team will be motivated to apply, all structured around an award winning comprehensive inside sales approach that gives your team the confidence to succeed in every selling situation they face today.

Unlimited License: One to 100 reps can attend for one low price!

Perfect for reps dealing with the following issues:

  • Reps struggling with call reluctance
  • Getting screened out by the gatekeeper
  • Overcoming blow off objections like, “Just email me something”
  • Identifying decision makers
  • Qualifying prospects
  • Setting call back appointments that stick
  • Giving successful presentations and dealing with objections
  • Staying motivated
Get Access Today

Four Ways to How to Handle: We Already Have Someone

by mike

Prospects are good at blowing sales reps off the phone.

Believe it or not, they have scripts just like you do, and one of their favorites is: “We already have someone who handles that.”

This is an easy stall to get around—if you know how.

And after reading today’s post, you’ll have several ways to get past this stall and earn the right to have a conversation:

Approach One:

“I understand and I’ll try not to make too many waves here. Just out of curiosity, when was the last time you did compare services and pricing – you know, just to keep current on what’s available to you?”

Approach Two:

“I’m with you and believe me—I’m not here to cause trouble. But let me ask you this: isn’t it wise to at least know about your options just in case you need to make a change at some time in the future?”

Approach Three:

“I’m with you. So, tell you what: instead of me trying to sell you something, let me just educate you on what’s currently available in the marketplace—you know, so in case you need something further down the line, you’ll know who to call—that can’t hurt, right?”

Approach Four:

“No problem, I fully understand. Let me ask you this though: If something were to happen to your current provider, wouldn’t you at least want a dependable backup plan so you didn’t miss a beat?”

As you can see, these responses are meant to help you go around the stall/objection, instead of having you try to overcome it.

Try these this week and adjust them to your personality and your product or service. The more automatic you make them, the better you’ll get at getting past these stalls.

Need More Proven Responses to the Selling Situations You Face Every Day?

ON DEMAND SALES TRAINING THAT GETS RESULTS!

If your team is struggling with call reluctance and is tired of the endless rejection they face, then get instant access to our On Demand training today. We provide the exact talk tracks, templates, and proven tools your team will be motivated to apply, all structured around an award winning comprehensive inside sales approach that gives your team the confidence to succeed in every selling situation they face today.

Unlimited License: One to 100 reps can attend for one low price!

Perfect for reps dealing with the following issues:

  • Reps struggling with call reluctance
  • Getting screened out by the gatekeeper
  • Overcoming blow off objections like, “Just email me something”
  • Identifying decision makers
  • Qualifying prospects
  • Setting call back appointments that stick
  • Giving successful presentations and dealing with objections
  • Staying motivated
Get Access Today

Two Simple Words to Open More Doors—and Close More Sales

by mike

The first word is “please.”

This may sound elemental, but I rarely hear sales reps use it when speaking with gatekeepers.

Instead, they just barge in and ask if so-and-so is available.

Or they just say they’re trying to reach so-and-so.

Rarely, however, do they use the most effective opening of all:

“Hi, is ________ available please.”

Try it this week and watch yourself get further with gatekeepers than you ever have.

The second word is, “thank you.”

Again, I know, this sounds too simple, too common place, too commonsensical. But you know what they say about common sense, right? “It’s not too common.”

I listen to hundreds of calls every month, and I rarely hear thank you (or please).

When a gatekeep puts you through, say thank you.

When someone asks how you are, say, “Thanks for asking…”

And so on.

This week, get in the habit of being super polite, of using these basic words of curtesy, and watch how people react in kind.

And watch how much further you get with gatekeepers!

Need More Proven Responses to the Selling Situations You Face Every Day?

ON DEMAND SALES TRAINING THAT GETS RESULTS!

If your team is struggling with call reluctance and is tired of the endless rejection they face, then get instant access to our On Demand training today. We provide the exact talk tracks, templates, and proven tools your team will be motivated to apply, all structured around an award winning comprehensive inside sales approach that gives your team the confidence to succeed in every selling situation they face today.

Unlimited License: One to 100 reps can attend for one low price!

Perfect for reps dealing with the following issues:

  • Reps struggling with call reluctance
  • Getting screened out by the gatekeeper
  • Overcoming blow off objections like, “Just email me something”
  • Identifying decision makers
  • Qualifying prospects
  • Setting call back appointments that stick
  • Giving successful presentations and dealing with objections
  • Staying motivated
Get Access Today

A Better Way to Follow Up on Emails

by mike
Prospecting, Email, Appointment Setting, Cold Calling, Phone Sales, Sales Scripts, Sales Tips, Assume for Sale

Many sales reps struggle when following up on emails they’ve sent out to prospects (or even clients!).

When they get the prospect on the phone, they open with:

“Did you get the email I sent?”

OR

“Did you have a chance to review my email?”

These kinds of openings just create stalls, such as:

“No, I didn’t have time,”

OR

 “What email?”

Frustrating, huh?

Want a better approach? Try this:

When you get your prospect back on the phone, say:

“Nice to speak with you again. I did email you the information we spoke about, and I was wondering:

‘What did you like best about it?’”

OR

“What part of the information is the best fit for what you do?”

OR

“From what you read, what would you like to know more about?”

By changing your opening to something more assumptive (assume they’ve read it—if they didn’t, they’ll tell you!), and by asking a positive question “What did you like most about it?” (or any of the other questions above, or come up with your own), you’ll be leading your prospect to reveal their interest level and unique buying motives.

And that’s better than leading them to a stall, isn’t it?

Try it this week and adjust it until you find the best opening for your product or service!

Need More Proven Responses to the Selling Situations You Face Every Day?

ON DEMAND SALES TRAINING THAT GETS RESULTS!

If your team is struggling with call reluctance and is tired of the endless rejection they face, then get instant access to our On Demand training today. We provide the exact talk tracks, templates, and proven tools your team will be motivated to apply, all structured around an award winning comprehensive inside sales approach that gives your team the confidence to succeed in every selling situation they face today.

Unlimited License: One to 100 reps can attend for one low price!

Perfect for reps dealing with the following issues:

  • Reps struggling with call reluctance
  • Getting screened out by the gatekeeper
  • Overcoming blow off objections like, “Just email me something”
  • Identifying decision makers
  • Qualifying prospects
  • Setting call back appointments that stick
  • Giving successful presentations and dealing with objections
  • Staying motivated
Get Access Today

5 Reasons to Follow a Script

by mike

Before you get on your high horse and tell me you wouldn’t be caught dead using a script, consider:

If I were to record your prospecting and demo calls for a week, and then transcribe what you say, what would I get?

Your script.

You see, even if you think you would never use a script, the truth is, you already are!

The problem is that what you are so used to saying, your “script,” in many cases isn’t the best practice. It’s not thought out, carefully crafted, and usually isn’t the most effective response.

Most of the time, it’s the accumulation of bad habits, ad-libbing that worked two years ago (but isn’t effective now), and, frankly, could use a major refresh.

Once you take the time to write an effective script (or hire a professional like me to write it for you or your team), then you can deliver the absolute best messaging and the most effective sales techniques THAT WORK.

Here are 5 reasons following a well written script will make your sales team better (and make your company a lot more money!):

#1: You’ll sound more professional. The best way to eliminate the “uhs” and “ums” is to follow—and then memorize—an effective script.

If you hate the sound of your own voice (when you listen to your recordings), then script out what you’re going to say, and concentrate on the delivery. Your prospects will trust you more, and you’ll appear more professional.

And prospects like that!

#2: Handling objections will become easier.

If you’re frustrated when a prospect tells you “they aren’t interested,” or when a demo ends with “I’ll think about it,” and you don’t know what to say, that frustration will end when you script out effective rebuttals to these common selling situations.

And that leads to:

#3: Following a script makes you more confident!

Top producers aren’t afraid of making calls, and they aren’t thrown off course when they get an objection. Why?

Because they expect them and know how to handle them. Scripting out your response in advance will not only help you deal with—and overcome—objections, it will lead to you becoming more confident.

And how nice will that be?

#4: Using a script will stop you from talking…and talking…and pitching…and pitching…

Sales reps LOVE to talk. And talk. And talk some more. Problem is: when your mouth is open, your ears are closed. You learn nothing when you keep talking, and because your prospects have all the answers, this is deadly for your success.

By inserting tie-downs, and trial closes in your script, you’ll actually have to stop and engage your buyer! And that’s when you learn what it’s going to take to close them. If you insist on ad-libbing, however, you’ll miss all this—and many times, miss making the sale.

#5: Using a script will stop you from talking past the close.

This is the number one problem with sales reps: Instead of confirming or asking for the order, they just keep talking…and talking themselves out of a sale.

If you don’t believe me, just listen to a couple of your last closing attempts.

See what I mean?

Bottom line: Scripts will make you a better, more confident, more successful sales professional.

If you’d like a book of over 500 fresh, proven, and effective scripts, then click here.

The sooner you stop ad-libbing, and start following a better practice approach, the sooner you’ll reap the benefits above…

Need More Proven Responses to the Selling Situations You Face Every Day?

ON DEMAND SALES TRAINING THAT GETS RESULTS!

If your team is struggling with call reluctance and is tired of the endless rejection they face, then get instant access to our On Demand training today. We provide the exact talk tracks, templates, and proven tools your team will be motivated to apply, all structured around an award winning comprehensive inside sales approach that gives your team the confidence to succeed in every selling situation they face today.

Unlimited License: One to 100 reps can attend for one low price!

Perfect for reps dealing with the following issues:

  • Reps struggling with call reluctance
  • Getting screened out by the gatekeeper
  • Overcoming blow off objections like, “Just email me something”
  • Identifying decision makers
  • Qualifying prospects
  • Setting call back appointments that stick
  • Giving successful presentations and dealing with objections
  • Staying motivated
Get Access Today

Question: Why Aren’t You Asking More Questions?

by mike

We all know the importance of asking questions of our prospects and clients, yet how many do you ask?

How many does your sales teams ask?

If you’re like most sales reps, then you’re probably doing a lot more talking (read pitching) than you are listening. And that’s because you’re not asking enough questions.

Remember: Whenever your mouth is open, your ears are closed.

And: Your prospects have all the answers about whether they’ll buy from you or not, and what you need to say to sell them.

But if you’re not listening, you’re not hearing these valuable buying motives or potential objections.

Here’s the solution:

Make a list of three crucial questions to ask during each part of your sales process. Here’s a list to get you started:

For prospects:

#1: “What motivated you to reach out to us today?”

[If that’s not appropriate, then use:]

“What’s most important for you in choosing a company/product like ours?”

#2: Besides yourself, who else is involved in the decision process?

#3: If you like what you see next week in our demo, when would you ideally like to get started with something like this?

Now this is a partial list, and you should be asking a lot more—like budget, potential objections, etc.—but the three above are crucial.

For Demos:

After you have presented the demo, you need to know:

#1 “I know I’ve given you a lot of information, what questions do you have for me at this point?”

#2: “Based on what we just went over, does this sound like it would be a fit for you?”

#3: Is this something you’re going to recommend to (their boss, the committee, etc.)?

Now, again, this is an incomplete list, obviously, but these are three crucial questions you should always be asking.

Are you?

If not, incorporate them into your sales process today, and you’ll become more confident as you learn about the true buying motives and potential objections from your prospects and clients.

If you’d like a more comprehensive list (like over 500 scripts and questions), then click here.

Remember, if you’re pitching and not asking questions, you’re not learning what it’s going to take to help someone buy your product or service.

Need More Proven Responses to the Selling Situations You Face Every Day?

ON DEMAND SALES TRAINING THAT GETS RESULTS!

If your team is struggling with call reluctance and is tired of the endless rejection they face, then get instant access to our On Demand training today. We provide the exact talk tracks, templates, and proven tools your team will be motivated to apply, all structured around an award winning comprehensive inside sales approach that gives your team the confidence to succeed in every selling situation they face today.

Unlimited License: One to 100 reps can attend for one low price!

Perfect for reps dealing with the following issues:

  • Reps struggling with call reluctance
  • Getting screened out by the gatekeeper
  • Overcoming blow off objections like, “Just email me something”
  • Identifying decision makers
  • Qualifying prospects
  • Setting call back appointments that stick
  • Giving successful presentations and dealing with objections
  • Staying motivated
Get Access Today

Stop Telling and Start Asking!

by mike

Once very couple of years, I like to re-run this article on the importance of asking questions as opposed to pitching.

While this context is presented as an interview, it is completely translatable to sales—and that means YOU.

If I gave you a pencil and asked you to sell it, how would you go about it?

This is one of the most basic of interview questions I’ve used for years for prospective sales reps, and the answer reveals so much about their previous training, their understanding of the sales process, and ultimately about what kind of sales rep they are going to be.

So, what is the most effective way to sell a pencil? 

Let’s first look at how most sales reps go about doing it. During an interview, I first let a rep tell me how good of a closer they are. After listening patiently, I pull out a pencil, hand it to them, and tell them to sell it to me.

And off they go!

80% of sales reps start the same way—they start pitching. “This pencil is brand new, never used.  It has grade #2 lead and a bright yellow color so it’s easy to find. It comes with a built-in eraser,” etc.

Some reps can (and do!) talk about it for 5 minutes or more before they ask a question or ask for an order (rare).  As the sales rep rambles on, I begin to yawn, roll my eyes, etc. Amazingly, this just makes them talk even more! 

“What’s wrong with these people?” I think.

Now let’s look at how the Top 20% closers go about selling a pencil. As soon as I give a top rep the pencil, they pause and then they begin asking me questions:

“So how often do you use pencils?”

“How many do you go through in a month?”

“What other locations does your company have that use pencils, and how often do they order them?”

“What quantity do you usually order them in?”

“Where are you getting them from now?”

“Besides yourself, who’s involved in the buying decision?”

Quite a difference, isn’t it?  I’ll tell you right now, I’ve listened to hundreds of sales reps in a month, and they can easily be separated into these two groups: 

Those who pitch, pitch, pitch, and those who take the time to understand their prospect’s buying motives and properly qualify to understand their buying process. 

Now let’s see which category you fit in. When you speak with a prospect for the first time, how much of your script is focused on describing and pitching your product or service as opposed to questioning and uncovering buying motives?

If yours is like most scripts I review, then it’s filled with descriptions of what you do and how your product or service helps people. Most scripts attack the prospect with a barrage of “value statements” that turn people off and make them want to get you off the phone as quickly as possible. 

Want a better way?

Then take a tip from some of the best “pencil sales reps,” and change your script and your opening so it focuses more on questioning and qualifying. Seek to discover whether or not you are actually speaking with someone who is a good fit for what you offer.

Without knowing this, you will just end up with a lot of frustration and a lot of unsold pencils at the end of the month.

Need More Proven Responses to the Selling Situations You Face Every Day?

ON DEMAND SALES TRAINING THAT GETS RESULTS!

If your team is struggling with call reluctance and is tired of the endless rejection they face, then get instant access to our On Demand training today. We provide the exact talk tracks, templates, and proven tools your team will be motivated to apply, all structured around an award winning comprehensive inside sales approach that gives your team the confidence to succeed in every selling situation they face today.

Unlimited License: One to 100 reps can attend for one low price!

Perfect for reps dealing with the following issues:

  • Reps struggling with call reluctance
  • Getting screened out by the gatekeeper
  • Overcoming blow off objections like, “Just email me something”
  • Identifying decision makers
  • Qualifying prospects
  • Setting call back appointments that stick
  • Giving successful presentations and dealing with objections
  • Staying motivated
Get Access Today