Tag: Prospecting & Qualifying

OK, now I want you to pay very careful attention….

I’m going to give you, right now, the Real Secret to what it takes to really qualify a lead. Before I do, though, let me back up just a minute.

Here’s how all this came about. Right now I’m involved with a company whereby I’m listening to and critiquing cold calls. These are qualifying calls. We’ve written the scripts for these reps, put in all the qualifying questions, and now I’m listening and seeing how good a job they are doing. Here’s what I’m finding (and by the way, this is the same thing that I find with ALL of my other clients as well – i.e., that means I’d find it with you, too!).

#1: The first thing these reps are doing is defaulting back to how they’ve been doing it for the last several months (or years). In other words, they haven’t yet begun using the new scripts and new proven techniques word for word yet. And that’s OK. It’s a process.

The good news is that once they do, they will immediately begin qualifying better, understanding true buying motives, and they’ll begin understanding who isn’t likely to be a buyer. That will save them A LOT of time.

#2: But here’s the real secret: After they begin getting comfortable with the scripts and begin asking the key qualifying questions, what will come next are the REAL SECRETS to qualifying the leads. And here’s what it is:

While I’m listening to these calls, what I’m dying for the reps to ask are the things that I would be asking that would tell me if I’m dealing with a prospect who might actually buy in the future, or if I’m dealing with someone who is likely not to buy on the follow up calls. And here are the things they (and YOU) should be asking of all of your prospects (Not in any particular order):

“How often do you check (prices, rates, suppliers, services, etc.) with other companies like mine?”

“Have you found that you can get better (service, pricing, rates, etc.) from another company?”

If so: “Did you go with that other company (or – “Did you give them a try?”)?”

And if not: “Oh, why was that?”

“What would you need to see from our (company, information, service, etc.) that would motivate you to actually try someone different?”

“What part of the decision process are you involved in?”

“What happens next after I give you a (competitive quote, price, service analysis, etc.)?”
“If you like what you see, what would be our next step?”

And then my favorite – a trail close! You absolutely MUST say this at the end of ALL Qualified calls!

“_________, let me ask you, if you like what (we can offer you, pricing, service, availability, whatever is appropriate for your product or service), can you see anything that might stand in the way of us doing business together?” (Note: You can use many different trial closes here – just pick one that matches your product or service the best).

These are the Real Secrets to qualifying a lead. Yes you need to ask the other important qualifying questions that I list in my blog, books and CDs but after you do, you need to find out if you’re really dealing with a buyer, and asking these types of Real Questions is the way to do just that.

Compare these questions (and the kinds of answers you’ll get from them) with the kinds of questions you or your team is currently asking. If you’re far off from them (in other words, you don’t ask them at all), then you need to incorporate them TODAY. Not tomorrow or next week, but TODAY.

I guarantee that when you do, and when you begin getting the Real Answers to these Real Qualifying Questions, and your sales career will begin to dramatically change (and so will your company). This is how you move from the bottom 80% into the Top 20%.

But like everything I give you, don’t take my word for it. Try it and see for yourself. If it works, all you have to gain is hundreds to thousands of extra dollars a month. How good will that feel?

If you have to set appointments over the phone then you know that delicate balance between building rapport, creating interest, qualifying and asking for and getting an appointment. It can be difficult knowing exactly when and how to ask for the appointment without sounding like you are closing them, and, of course, there is always the awkwardness of handling the no’s if you’re turned down.

 The good news is that if you follow these 3 proven secrets of top producers, then you’ll not only begin setting more appointments, but you’ll set more qualified ones as well.  Here they are: 

Secret #1: Always use a script.  I know, this may sound basic enough, but you’ll be amazed by how many professional sales people still insist on winging it through their initial call.  Your script must help you deal with things like: 

• How to deal with and get past the Gatekeeper
• How to handle your prospect’s initial objections
• How to establish quick, relevant rapport
• How to qualify to see if your prospect is even the right candidate 

This article is too short to script all these things out for you but don’t worry I’m not going to leave you in the dark.  I’ve covered all these topics before in previous articles, and I’ve even written word for word scripts for you to use.  You can find them all on my website by searching the Inside Sales Training Blog. 

Bottom line: Prepare and use an effective script! 

Secret #2: Know when to ask for the appointment.  Many sales reps just don’t know when the best time to ask for the appointment is.  Because of this they either ask too soon and then begin fielding objections, or they pitch for too long and the prospect has then heard enough to say no.  Either way, obviously, you lose. 

Here’s the rule: After you’ve made a connection with your prospect (built rapport), gained the right to ask a few questions to see if there might be a fit between what their needs are and what you’re offering (how you can help), and after you verify a few crucial qualifiers – like if they are the decision makers, what their interest level and time frame is, and what their budget is – then it’s time to suggest a possible meeting to explore if your solution might benefit them. 

The key here is to ask enough questions to identify what their buying motives are (their needs) and then to give them just enough information to suggest a fit.  Then it’s time to suggest an appointment.  

Secret #3: Know how to ask for the appointment.

Please, whatever you do don’t use the age old sales technique of the “either or” close.  You know, the “Well I can either stop by tomorrow at noon or would the next day at 4pm be better for you?”  As soon as you utter those words, your credibility goes down.  Everybody recognizes that as a sales pressure line and they react accordingly. 

Here’s the better way to do it: 

“_________, from what I’m hearing from you it sounds like it makes sense for us to explore this a little further.  Here’s what I’d be willing to do: Let’s make an appointment to briefly get together so we can get to know one another and I can learn a little more about your situation.  If we find that there is a fit, and you think I can help you, then I’ll give you some information that you can go over, and then I’ll put together some options for you.

And if we don’t see a fit at this time, at least you’ll have another resource you can use at a later date – is that fair?” 

And then you set the appointment.  The strength of this close is that it’s a none-pressure situation that gives your prospect a way out if they’re not interested.  Plus, it lets them know you’re not coming over to try to close them.  This script lets them know this visit is all about them, which is what it should be.  

I guarantee that if you begin using the three secrets above for setting appointments, your appointment rate will not only go up, but you and your prospect will feel better during the whole process.  And how great will that be? 

I urge you to take some time to search my blog for great openings and qualifying questions, and to then incorporate the script above into a comprehensive opening script for yourself.  You will be so much more successful if you do.  And don’t forget that if you need other scripts, you will benefit greatly from my new book of over 220 other proven scripts by getting a copy of “The Ultimate Book of Phone Scripts.” You can find a copy on my website or on Amazon. 

I hope this helps and, if it does, please pass this article on to others can benefit from it!

I get emails all the time and it’s great because I get real insight into what reps face day in and day out – and how they are dealing with it.  The email below is a perfect example of this.  I’m sure this rep isn’t alone in facing this kind of selling situation.  Read his email below and ask yourself how you handle it when a prospect asks you for your price:

Hello Mike,

I’ve listened to your CD set many times. You opened my eyes to disqualifying prospects. You’re right, “You can’t close unqualified leads.”

I sell life insurance and on occasion I will have someone ask me, “How much would an insurance policy cost me say for $25,000?” If I just tell them how much it costs then I usually lose the sale and it ends there.

After listening to your CD’s I think I shouldn’t be giving out the price. What would you say if someone asked you this question?

Thank you Mike

Rino R.

Canada

Rino, that’s a great question, and you’re right – you shouldn’t just give a price.  If you do, you’re giving away all control and leverage of the sale.  Here’s what you should do instead.  Just say,

“It depends.”

After that, it’s your turn to qualify and then decide, based on their answers, whether to give out a price or not.  You may want to follow that up with questions like:

“When are you looking to put a policy like this into effect?”

“Would you want to combine this with another policy?”

“How about your wife?  Does she have a policy?”

“What have you been quoted on this kind of a policy in the past?”

“Why didn’t you go with it?”

“What are you waiting for?”

“What is your price range on this?”

“What is your budget?”

“If I could get you a price that would fit your budget today, is this something you’d seriously like me to pursue for you?”

You get the idea.  Before you give your price, you must qualify for interest.

Now, if your prospect is just shopping and you get the feeling he/she isn’t serious about it now, then after you ask these questions and determine they aren’t ready, then instead of giving a price you should say:

“Well, as I said, it really depends on when you’re ready to buy the policy.  I’d give you a range of anywhere from $75 – $100 per month.  Tell you what, when you’re ready to look at some definite numbers, could I be the first person you call?”

And then get their contact info, any other buying information, and move on…

That’s the way to handle any inquiry into the price of your product or service.

Thanks, Rino, for your email and all the best!

If you found this article helpful, then you’ll love Mike’s NEW book of phone scripts, “The Ultimate Book of Phone Scripts.”  Get over 220 Brand New Scripts to help you easily get past the gatekeeper, set appointments, overcome objections and close more sales. Visit:  http://www.mrinsidesales.com/booklaunch.htm and get over $400 of FREE Sales Bonuses by Jeffrey Gitomer, Tom Hopkins and more!!

Do you have an underperforming inside sales team?  Talk to Mike to see how he can help you and your team reach your revenue goals.  To learn more about Mike, visit his website: http://www.MrInsideSales.com

–    By Mike Brooks, www.MrInsideSales.com (Taken from my new book, “The Ultimate Book of Phone Scripts”)

I get a lot of ezine topic requests each week, and the majority of them are requests for different questioning techniques to use during the qualification stage. I’m glad to see these requests because it means people understand the importance of identifying and then spending time with buyers.

I’ve written many articles over the years that address these kinds of questions, and if you’ve missed any of them I encourage you to visit my blog here.

Recently, however, I got a request for questions that could be used during the close or presentation stage. That was a good question, and I’m going to cover 5 of my favorites right now. These questions will vary from taking a prospect’s pulse to see if they are with you, to finding out if a benefit you just listed would work for them, all the way to a trial close.

All of these questions are crucial to ask during the close, and after you read them I encourage you to put these into your closing scripts and outlines. They will give you the feedback you’ll need (and don’t get because you’re not in front of your prospect) to close the sale. To get the most benefit from them, begin using them today:

#1 After giving any part of your presentation, you should ask, “Are you with me so far?” You can vary this with, “How does that sound?” Or, “Do you see what I mean?” and, “Does that make sense?”

Always listen carefully to not only what they say, but to how they say it. And always allow a few seconds after they respond to give them time to add something else.

#2 Any time you give a benefit, ask, “How would you use that?” or, “Could you use that?” Or, “Would that work for you?” Or, “Would that be of benefit in your situation?”

Again, LISTEN to what and how they respond…

#3 Another good question to ask throughout your presentation is, “Do you have any questions so far?”

This is one of the best questions to ask, and it’s also one of the least used. You’d be amazed by the kinds of questions you’ll get, and each one reveals what your prospect is thinking. You must use this question often!

#4 Trial closes are always good – “Does this seem to be the kind of solution you are looking for?” or, “How is this sounding so far?” or, with a smile in your voice, “Am I getting close to having a new client yet?”

Even though that sounds cheesy, you’d be amazed by how it will often break the ice and get your prospect to lower his/her guard.

#5 When you’re done with your presentation, always ask, “What haven’t I covered yet that is important to you?”

This is a great way to end your presentation, because if they tell you they don’t have any questions, then you get to ask for the order! If they do have questions, you answer them and then ask for the order!

The bottom line is that asking questions — and then shutting up and listening — is still one of the most important things you can do either during the qualification stage or during the close. Use the above questions during your next presentation and watch your closes get stronger and your income get bigger!

If you found this article helpful, then you’ll love Mike’s NEW book of
phone scripts, “The Ultimate Book of Phone Scripts.”  Get over 220 Brand
New Scripts to help you easily get past the gatekeeper, set appointments,
overcome objections and close more sales. Visit:
https://mrinsidesales.com/ultimatescripts.htm to find out why Brian Tracy
and Tom Hopkins call this the best book on inside sales available today!

Do you have an underperforming inside sales team?  Talk to Mike to see how
he can help you and your team reach your revenue goals.  To learn more
about Mike, visit his website: http://www.MrInsideSales.com

First, I’d like to thank you all for your Ezine topic requests. I do my best to answer them, and generally I look for multiple requests on the same subject. And there are a lot of them because let’s face it ? we?re all struggling with the same objections though in different forms.

For example, one problem I keep hearing about is how to get a prospect/customer to tell you what’s really going on. Many of you wrote that after multiple calls, messages, etc, when you do get them on the phone all you get are vague answers. If this has ever happened to you, then here’s how to deal with it:

The first thing you need to do is realize that if your prospect isn’t calling you back, or if when you do reach them all you get are vague answers or more put offs, then you probably already have your answer. They aren’t a deal. It?s time to move on!

The problem with 80% of sales reps is that they will chase and chase unqualified leads because it seems easier than cold calling and looking for real buyers. ?At least they took the information or have a need,? they say.

Yeah, but are they buying? Usually not. And all that energy and time you waste chasing them makes you a weaker closer.

The solution? Ask the tough questions! (Refer back to the earlier article on how to do this). In other words, when you do get them on the phone, ask them point-blank where they stand and if you’re still in the running. Try this:

?_________ let me ask you a question and please be honest. We’ve talked about this now for X amount of time (or — You’ve had this information for X amount of time), and I don?t want to keep bothering you if this isn’t a fit for you. But I do need to know if this looks like a solution you actually think you’re going to act on, or do you have something else in mind??

Now shut up and listen. Because you have given them an out, they will usually tell you the truth. Your job now is to listen to it and learn from it. Just because they aren?t buying doesn?t mean you can?t get stronger as a closer.

You see, whatever reason they give you for not buying — budget, not a right fit, staying with their current supplier, their accountant won?t let them do it ? whatever the reason is, you need to take this as a lesson and begin qualifying for it more thoroughly on all of your subsequent prospecting calls.

You’ve all heard the expression that people buy from people they like, know and trust, right? When selling over the phone, the way we establish this is by building rapport.

And just because you can’t see your prospect doesn’t mean this is difficult to do — if you know how.

Use these three techniques to create ease, build rapport and get the person on the other end of the phone to like, know and trust you.

1) Listen and Acknowledge. Nothing kills rapport faster than if the person you’re speaking with feels like you’re not hearing what they are saying. To avoid this, do two things ?

#1 Pause, briefly after they are done talking and before you begin, and

#2 Acknowledge what they just said.

This can be accomplished with a simple, ?Oh, I understand," or ?I know what you mean," or even repeating part of what they just said.

2) Use Self-Disclosure. When listening, see if and how you can identify with what your prospect is saying. Then, share a little bit of your experience by saying something like, ?I know what you mean. I do the same thing," or ?That’s happened to me, too."

This is a great technique, but be careful with it! You don’t want to disclose too much — this is, after all, a business transaction and you’re looking to gain in new client not a new best friend.

3) Use Empathy. This is especially important if/when dealing with an angry or upset client. If something has gone wrong, resist the temptation to defend.

Instead, acknowledge that they are feeling upset or put out. Try,

?That must be so frustrating to wait a week for your order and then have it arrive incorrect. I’m so sorry that happened."

Or,

?I had something like this happen to me, too, and I know how frustrated you must be."

People want to be heard, they want their feelings acknowledged, and to know that someone cares. Using empathy in these situations not only calms them down, but helps build rapport as well.

I hope these ideas and techniques for building rapport help you establish the kind of trust it takes to build strong relationships while selling your product or service over the phone.

In the end, people do prefer to buy from people they like, know and trust. Now you know how to create that feeling.

A few weeks ago, my neighbor put in a new driveway using beautiful paving stones that dramatically improved the look of his property.

Comparing my old asphalt driveway, I quickly went over to one of the installers and asked for an estimate. ?You have to call our office," he explained as he gave me their business card.

Later that day I called and left a message expressing interest in their paving stones, and I left my cell number as the best way to reach me.

What happened next was one of the best sales calls I?ve heard in years.

A couple of days later a woman named Brenda called and explained that she was returning my call about their driveways.

The first thing she asked was how I heard of them. I told her my neighbor had them install a new driveway, and she took down his complete address.

Next she asked me what I was interested in (she then listened very carefully and did not interrupt). I told her I wanted the same kind of paving stones my neighbor had, and I asked if she could send someone out to give me an estimate.

She said she would be glad to do that, but first she needed to explain how they worked.

She began by telling me about the process and quality of their work. She said that first they removed the existing asphalt driveway and hauled everything away. Next they prepared the driveway by digging and leveling 12 inches deep and by pouring high-grade sand. They then packed it down to where it was as strong as concrete.

Next they installed the paving stones and filled in the spaces with a premium finish sand and that my new driveway was guaranteed not to crack or fade for as long as I owned my home.

She then stopped and asked me if this was what I was looking for (great qualifying question here).

I said yes.

Next she said that the cost of their minimum job was $6000, and that would cover an area of approximately 600 feet.

She then asked if that was within my budget (very impressed by this money qualifying question ? very direct).

I said yes it was.

She then asked if weekdays or weekends were best for my appointment.

I told her weekends.

She then found two time slots for the next Saturday and asked, ?Is 10 AM good or is 1 PM better for you?"

I took the 10 AM spot (figuring it would only be about 90 degrees by then).

She then said it was important that both my wife and I were there for the appointment and asked me if we both would be.

I said yes.

She then went on to confirm all the details and gave me the name and cell phone number of the closer, er, sales rep who would be out that next Saturday.

When I hung up the phone, I marveled at how the call had gone. I already felt closed! Having the sales rep out the next week felt almost like a formality. This was one well-trained sales team. They generated the kind of leads I’d like to work if I were an outside sales rep, and as a Top 20% producer, this is how you should be qualifying as well.

Are they missing out on some appointments by being so thorough? Probably.

But are they missing out on any real buyers? Probably not.

The lesson here is that by properly qualifying your prospects you can be sure you are only going to be pitching those most likely to buy.

Remember — you don’t need practice pitching unqualified leads.

This week, analyze your own qualifying questions, and see where you can strengthen your initial call. Remember, the close always starts there.

I get a lot of Ezine topic requests each week, and the majority of them are requests for different questioning techniques to use during the qualification stage. I?m glad to see these requests because it means people understand the importance of identifying and then spending time with buyers.

I’ve written many feature articles over the years that address these kinds of questions, and if you’ve missed any of them I encourage you to pick up a copy of my best-selling book on how to double your income selling over the phone. It?s called, ?The Real Secrets of the Top 20%.?

Last week, however, I got a request for questions that could be used during the close or presentation stage. That was a good question, and today?s feature article will cover 5 of my favorites. These questions will vary from taking a prospect?s pulse to see if they are with you, to finding out if a benefit you just listed would work for them, all the way to a trial close.

All of these questions are crucial to ask during the close, and after you read them I encourage you to put these into your closing scripts and outlines. They will give you the feedback you?ll need (and don?t get because you?re not in front of your prospect) to close the sale. To get the most benefit from them, begin using them today:

#1 After giving any part of your presentation, you can ask, ?Are you with me so far?" You can vary this with, ?How does that sound?? or, ?Do you see what I mean?? and, ?Does that make sense??

Always listen carefully to not only what they say, but to how they say it. And always allow a few seconds after they respond to give them time to add something else.

#2 Anytime you give a benefit, ask, ?How would you use that?" or, ?Could you use that?" or, ?Would that work for you?? or, ?Would that be of benefit in your situation??

Again, LISTEN to what and how they respond?

#3 Another good question to ask throughout your presentation is, ?Do you have any questions so far?"

This is one of the best questions to ask, and it?s also one of the least used. You?d be amazed by the kinds of questions you?ll get, and each one reveals what your prospect is thinking. You must use this question often!

#4 Trial closes are always good ? ?Does this seem to be the kind of solution you are looking for?" or, ?How is this sounding so far?? or, with a smile in your voice, ?Am I getting close to having a new client yet??

Even though that sounds cheesy, you?d be amazed by how it will often break the ice and get your prospect to lower his/her guard!

#5 When you’re done with your presentation, always ask, ?What haven?t I covered yet that is important to you?"

Boy is this a great way to end your presentation! If they tell you they don?t have any questions, then you get to ask for the order! If they do have questions, you answer them and then ask for the order!

The bottom line is that asking questions — and then shutting up and listening — is still one of the most important things you can do either during the qualification stage or during the close.

Use the above questions during your next presentation and watch your closes get stronger and your income get bigger!

If you?re in a selling situation where you get to call back leads that have expressed an interest in your product or service, then consider yourself lucky. Whether they come from traditional advertising sources or from the internet, inbound leads save you the time, effort ? and often the terror! ? of cold calling. While these leads are great to get they also present some challenges that many sales reps aren?t prepared to handle.

If you?ve called leads like these back, then you know what I mean. In many cases sorting through the shoppers, the people looking for the best price, people who were just bored and filled out the online form, etc., can be a huge task. The problem for most reps is two-fold:

1) They immediately assume that a warm lead is more qualified than a cold call and,

2) They?ve never been taught how to really qualify these kinds of leads.

Here are three things you must do to qualify interested prospects:

#1) Find out if they are a shopper or a buyer. Most sales reps (80% or more) automatically assume that a warm lead is interested and qualified so they immediately launch into pitch mode. This is a big mistake. The best way to open your call is to ask questions to find out how close your prospect is to making a decision. Good opening questions to ask include:

?Thanks for visiting our site; what motivated you to (request info, fill out our online form, etc.) today??

?Ideally, what are you looking for today??

?When are you looking to move on something like this??

Listen carefully to their answers and respond accordingly.

#2) Find out who else they are looking at. Let?s face it ? if your prospect has taken the time to fill out your on line form or call your company, they have probably filled out others as well. One thing you absolutely must do is find out who you?re in competition with. Try:

?Thank-you again for contacting us. Who else are you getting information from??

?What did you like about that (company, website, etc.)?

?Have you spoken with someone from that company yet??

?What did you like about that??

?Who do you like best so far??

While it may seem negative to bring up your competition, you absolutely must know what your prospect is thinking and how far along in the buying decision they are. It?s much better to know up front how likely they are to go with another company, and/or what you need to say or do to get them to buy from you.

#3) Find the key buying motive. While this may sound straight forward, you?d be surprised by how many reps think the buying motive is already there because the prospect called in or submitted a form, etc. That?s why most reps go into pitch mode and literally wait for the prospect to buy. Unfortunately, as many of you know, that doesn?t happen.

What you must do is ask specific qualifying questions to find out exactly what it?s going to take to get your prospect to buy. After you?ve asked the previous questions, try:

?Why have you decided that now is the time to finally act on this (product or service)??

?If you could get everything you wanted from this, (or ? were 100% satisfied) what would that be??

?Prospect, I?d love to earn your business with this, what do you think it would take for you to choose our company??

Ultimately, understanding why your prospect will and will not buy from you is what you need to know as a sales rep. And getting this information from an ?interested lead? is just as important as from a ?cold? lead as well.

I hope you use these three ways to qualify your interested prospects ? they are sure to save you a lot of time and energy?