Making Appointments and Selling over the Phone

1. Selling over
the Telephone
by Richard Mulvey

2. Preparation
Clear the desk
No incoming Calls
Chain yourself to the desk
Don't put the phone down
Use a mirror
Put up a "Do not Disturb" sign
Always dress for work as if
you were going to visit

3. Qualify your customers first
Suspects
Prospects
Customers
Always speak to the right person
Don't get stuck with the gatekeeper
Preparation

4. Note Pad
2 Pens
Clock
Diary
Scripts and notes
List of Today's Call
On Your Desk

5. Date: ………………. Name:.....................................
……………………………….Name Company Phone No Objective ! Comments
Call Report

6. Match your speaking speed to that of the
Prospect
Your tone needs to be warm and friendly
Never call for more than one hour at a time
Don't ask prospect if he has time to speak
Don't read your script to the prospect
Keep all statistics
Basic Techniques

7. Use the sweetest sound in the world!
Be Ultra Polite
Please - Thank you
Always use positive words
Like "Opportunity" and “Idea”
Don't say “Price” say “Investment”
Use Trigger words
Free, Easy, Discover, Guarantee, New,
Safety, Results, Save, You, Health
Key Words and Phrases

8. Make the conversation Sparkle
Great – Fantastic – Amazing
Paint Pictures
“The boot is so large you could fit
golf clubs and luggage for four
people inside”
Don’t sound like a Brochure
Key Words and Phrases

9. "These multivitamin tablets are ideal for
people in the prime of their life with
demanding lifestyles or are recuperating
from ill health."
"These multivitamin tablets are
fantastic! I use them myself and I feel
fitter, stronger, and I never get tired
in the afternoons like I used to."

10. A
I
D
A
ttention
nterest
esire
ction
Making the Call

11. Introduction
Opening
Uncover customer's needs
Outline your benefits
Close
Attention
Interest
Desire
Action
Making the Call

12. “John Smith Please”
“John Smith Speaking”
“Hello John. This is Richard Mulvey
from Niche Training Market
Research Department."
Making the Call

13. "I am phoning, John, about the email we
sent you. Did you get a chance to read it?"
Question
"John Smith asked me to call you in
connection with your sales training"
Statement
Opening Question or Statement

14. Open Questions
Closed Questions
Who, What, Where, When, Why, How
Do, Does, Did, Are, Has, Have,
Is, Could , Can, Would, Will ... etc.
Uncovering their needs

15. Store up the Points - Make Notes
Ask Questions - Get Clarification
Prompt the Prospect
Go on.... I see...... Really?....
Listen intently
Repeat back to him what he said
Listen

16. The Close
Wait for Buying Signals
Summarize The Benefits
Ask for the Business
SHUT UP!

17. Alternative Close
Minor Point Close
Compliment Close
Suck it and See Close
The Close

18. The Appointment
“The reason for the call today John, as you may
be aware, Niche Training and Development has
recently developed a new idea to ????? (feature)
for people in positions like yourself and I would
be happy to drop by and give you the opportunity
of seeing it.
I am calling today to say I will be in your
area tomorrow around three,and I wondered,
would you be there for about seven minutes?”

19. "Hello Mr Smith (or better still “John”)"This is Richard
Mulvey from the Niche Training Market Research
Department."
The Script

20. If they are a new prospect "Briefly, how do you find your
training programs are working out for you?"
If they are a referral: "Fred Jones said I should give you a
call, Briefly, how do you find your training programs
are working out for you?"
If they responded to the survey "Thank your for responding
to our survey, Briefly, how do you find your training
programs are working out for you?"
The Script

21. "What sort of challenges do you have with your
training programs at the moment?"
We now have to continue to explore their issues with "Open
Questions"
What sort of training are you offering your staff?
Who gets training in your organization?
How does the staff feel about that?
When was the last time you reviewed your training
program? etc.
The Script

22. Qualify the customer.
How many sales people do you employ?
How much do you spend on training each year? etc.
The Script

23. Once we have found a problem we can solve
"Many of the companies I have been speaking to have
exactly the same sort of problems, that’s why Niche
Training have recently launched a new programme
that will ………(Benefit 1) and also ……(Benefit 2).
The Script
“The benefit to you is that …………… (solution).
Can you see that working for you?”

24. If they qualify ..... "It seems, John, that you also
qualify for ....... (Free Seat ). This will give you the
opportunity of trying the training programme for
yourself with absolutely no obligation.
If they seem interested…. “Thank you for your time,
John. Let me e-mail you the details for you to
consider.”
If they don’t qualify and don’t seem interested ….
“Thank you for your time, John, can I e-mail you a
copy of the details of the training programme just in
case you are interested sometime in the future.”
The Script

25. “Shall I book you in for the course on
Monday or will you be coming next month?”
“Will that work for you?”
“Do you want to send your team on the
public course or do you want us to train at
your offices?”
The Close

26. Listen to the whole objection
Clarify the objection
Objections

27. It’s too expensive!
Clarify the Objection
“When you say it's too
expensive, are you saying you
cannot afford the price or is
there something I've missed?”
Objections

28. Listen to the whole objection
Clarify the objection
Answer the objection
Get agreement
Objections

29. Opposition
Indifferent
Sceptical
Objections

30. I don't have time to talk to you at the moment
We already have our own training programme
We don't need training
Just send me the details
My brother-in-law runs the training for us
My sales team are already trained
I deal with xyz training company
I have never heard of your company

31. Keep Going!
Try for more information
Indifference

32. "Just send me the details“
"I will be happy to email you the
details. It is quite a long
document, are there any areas
you are specifically interested in?"
Indifference

33. “No, just email me the details“
“Certainly.”
Email the details. Then... Follow Up!
Did he get it?
Does he want it?
If not, why not?
Indifference

34. "I don't want one“
"I am sure you have a reason for
saying that Mr. Smith, do you
mind if I ask what it is?"
Indifference

35. "How much is it?“
"We have a full range and the
prices are very dependent on
your needs, what you are using
at the moment?"
Indifference

36. "I am too busy at the moment”
"I understand that, we all get
very busy sometimes, when would
be the best time to call, on
Friday, or would Monday morning
be better?"
Indifference

37. "We already have a supplier"
"May I ask who it is?"
"XYZ Supplies"
"They are a good supplier. How
do you find their service?
Indifference

38. What is the best thing your
customers’ can do for you ?
Complain!

39. Complain!
96% of dissatisfied customers never complain.
If you fix the problem, 50% - 74% will return.
If you fix it straight away......
96% will stay forever!

40. Listen!
Remain calm and objective
Don't Argue / Don't interrupt
Empathize
Ask what the best solution would be
Tell the customer what you will do
Do it ........ Then follow up!
Complain!

41. Things to Avoid
Don't say “How are you today?”
Don't say “This is not a sales call”
Don't say “Congratulations, you have
been chosen from 4000 people to win a two
week holiday in Welcom”

42. Things to Avoid
Don't transfer a call without telling
the third party what the call is about
Don't let the sun set on a customer
complaint
Don't leave your prospect listening to
what is going on in your office

43. The Real Enemy
Be Ready with everything you need
Set Targets for yourself
Never have a gap between calls
Make Statistics work for you
Do it first!
Call Reluctance

45. Selling over
the Telephone
www.powerseries.co.za