Successful Phoning
By Bill Sheridan on Jun 4, 2007 in Other Voices
One of my favorite tasks is Call Coaching. In so doing I am in the unique position of hearing calls from all types of sales people. Although the product or service being sold may be different—what makes it a good experience for the caller and the prospect is consistent across the board:
Making sure that it is a good time ("Did I catch you in the middle of something or do you have a moment to speak?") It has amazed me how much this simple gesture is appreciated by the person being approached
Keeping the purpose of the call the purpose of the call. Getting to the point and staying on task. I learned this technique from a firm known as Telemasters, Inc. in the Twin Cities of Minnesota
Exhibiting energy and confidence in a friendly but professional manner without being phony or overbearing
Taking and maintaining control of the call—staying on point
REALLY listening without interrupting
Problem solving
Being comfortable with silence rather than filling the void with nervous, meaningless mumblings (uh, um, basically)
Building rapport without getting sidetracked or wasting your prospect’s valuable time
Asking for the sale (bearing in mind that the ‘sale’ might be something as simple as asking for a face-to-face appointment)
Ending by asking if there is anything else on the mind of the prospect that you can help with
I have yet to hear the perfect call. However, I’ve certainly heard some darn good ones and salute those of you who are vigilant about what you say and how you say it. You are the voice of your company to that prospective customer and have a tremendous influence on whether he or she chooses to do business with you or one of your fine competitors. I urge you to do everything in your power to make it the former by honing your phone skills.
Written by Bill Sheridan
"Sheridan Writes"—see my bio under Guest Authors
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John Cuvelier | Jun 5, 2007 | Reply
Thanks for the article. I often forget to ask if this is a good time to take my call and the reminder was needed. Staying on task is very important and I do try unless the client wants to bring up or discuss other issues. I think I will try and instill the courtesy of asking when I make a social call if this is a good time for them to speak to me. Congrats also on your article making one of the trade magazines. I’m not surprised. Thank you for sharing your blessings of being a good writer. Take care.