controlling a sales call
DESCRIPTION
Controlling a sales call is a short, basic presentation for sales associates. It will give quick tips for those who need to be on the phone selling.TRANSCRIPT
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Controlling a Sales Call
The ability to control a call and guide it in a positive direction is a key skill for a sales professional.
Clear and effective communication is essential to ensure that opportunities are not lost.
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Sales Call Basics
Have a plan for the call.◦ Have the right attitude. Having a positive attitude
makes a difference, and your prospect can hear it.
Have an introduction.◦ Introduce yourself, the company and why you are
calling.
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Sales Call Basics
Get their attention.◦ Try to create excitement in 15 seconds or less, in
one breath, without a pause.◦ Add energy to your call by standing up and make
sure you have a smile in your voice.◦ Create a pressure-free, open atmosphere.
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Sales Call Basics
Build Rapport◦ People are most comfortable dealing with (and
buying from) other people who are like them.
◦ Be likeable and mirror the prospect. Match their volume, speed and tone of voice. Use phrases that you hear them use as well.
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Sales Call Basics
Use their name.◦ When greeting a prospect, use their first name.◦ Always use your full name.◦ Use their name at least 3x during the call.
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Sales Call Basics
Christopher
Make a connection.◦ Use visually descriptive words.◦ Create trust by discussing their issues and not
yours.◦ Speak naturally and strive to be helpful.◦ Be patient, open minded and listen.
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Sales Call Basics
Know their needs.◦ Know their goals and desires.
Make the impact clear.◦ Make the business case.◦ Show the benefits and value.◦ Use descriptive words to paint a picture.
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Sales Call Basics
Balance the conversation.◦ Listen & Speak◦ Ask questions
Open Closed Probing
◦ Make recommendations
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Sales Call Basics
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Generate short, finite answers (yes / no) Do not encourage discussion Limit what participant says Gain a final answer, conclusion or
confirmation Examples:
◦Is it X…?◦Have you ever…?
Close – ended Questions
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Generate descriptive answers Encourage discussion and participation Promote sharing of experiences and
knowledge Examples:
◦ How can you…?◦ What are some ways…?◦ Why would you want to…?
Open – ended Questions
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A probing question is an open-ended follow up question intended to elicit a thoughtful answer.
Allows for a deeper dive into the subject. Examples:
◦ What did you mean by xxx? ◦ Why do you think this is the case? ◦ What would have to change in order for…?
Probing Questions
Wrapping up the call.◦ Summarize what was said.◦ Obtain a commitment.
Recommend an exact date and time for a follow up either by email or by phone.
Creating a deadline is a powerful tactic. Allow the prospect to have the last word.
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Sales Call Basics
Follow Up.◦ If you set up a follow up call, send an
email reminder (invite) immediately.◦ This email should confirm the date and
time of the appointment.◦ Build a follow up opening statement.
Remind the client why they agreed to the follow up call.
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Sales Call Basics
Persistent Polite Professional
Not a PEST!
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Sales Call Basics
Lie, pretend or exaggerate. Knock the competition. Make a pitch to a non-decision maker. State features of the product without
the benefit. End a call without asking for the sale. Talk politics, religion or tell jokes.
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The Never List
Eat, drink or chew gum while speaking on the phone.
Socialize on a sales call. “Wing it” on a sales call. End a call without knowing the next
step.
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The Never List
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Questions to Control a Call
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Controlling a Sales Call