When a client calls, are you prepared?
Closing a sale is easier when a prospect seeks you out, rather than when you approach them. This is because the business relationship starts on a more equal footing.
Contrast this with the resistance and skepticism encountered when making a cold call or sending an unsolicited mailing. When people feel that they’ve discovered you, there is less resistance.
Defenses are down and the buyer feels more in control of the communication. Instead of you saying, ‘Here’s how I can help you,’ and having to convince and persuade, the prospect is saying, ‘I think you can help me. Tell me how this works.’ They are more motivated to listen. In these articles, I share ideas on how to make the telephone ring. But once they’ve called you, how you handle that first phone call can make all the difference.
Before the phone rings, are you prepared? Practice handling conversations and ask yourself why someone would call you. Can you reel them in?
The first phone conversation plays a critical part in the overall sales process. Handled correctly, the prospect is ‘pre-sold.’ The progression from initial inquiry to signed agreement is smooth. Sometimes, the phone conversation goes so well that the caller decides to buy without meeting.
Sadly, many opportunities are lost by mishandling this crucial stage. Your goal for the call should be to find out more about each other, and if appropriate, progress to the next step. Shift your focus from ‘making the sale at any cost’ to ‘let’s find out more about whether we’re right for each other.’
You’ll be more relaxed, and when the prospect doesn’t feel pressured, they are more likely to tell you what they really want and need. Sales will flow naturally, without pushing. And, if it’s not appropriate to progress right now, you have left the door open for future business and referrals.
Because they have called you, the prospect already knows something about you and what you’re offering. The fact that they’ve bothered to call means they’re interested. Remember, you might not be the only company they’re calling.
In this phone conversation, gauge what the caller really wants and then give it to them. But first, get them to open up and reveal what they really want. Establish rapport, get permission to ask questions, and build trust. Customers can tell whether you’re genuinely interested in helping or just after a quick sale.
Ask about the prospect’s needs and what results they hope to achieve. Find out what they want to avoid and how they plan to use your product or service.
Listen more than you talk. Successful sales performers spend 70% of their time asking questions and listening. Prepare lists of questions to use in your calls.
However, don’t make it seem like an interrogation. Make sure the questions are for the benefit of the customer and focus fully on what they really want.
Clearly communicate the next steps in the sales process, but involve the prospect in determining what they are comfortable with.
Hello!
I’m Andrew Brooks, a seasoned finance consultant from the USA and the mind behind phonenumber247.com.
My career is built on a foundation of helping individuals and businesses thrive financially in an ever-changing economic landscape. At phonenumber247.com, my aim is to demystify the complex world of finance, providing clear, actionable advice that can help you navigate your financial journey with confidence. Whether it’s personal finance management, investment strategies, or understanding the nuances of market dynamics, I’m here to share insights and tools that can propel you towards your financial goals.
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