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Selling to Anyone over the Phone
As companies cut back on their field reps and face-to-face contact becomes rare, sales success increasingly means selling on the phone. Whether you're a seasoned telesales professional or a newcomer just pulled in from the field, Selling to Anyone Over the Phone is the one book that will radically improve your sales numbers, no matter what the product or how bad the economy.
This completely revised edition takes a no-excuses, hands-on approach, from generating better leads to fine-tuning your message to partnering with decision makers. And it's packed with all-new chapters on using cutting-edge technology---such as delivering engaging presentations via webinars and teleconferencing as well as composing text messages that are appropriate and effective---and on communicating with people from diverse cultures and countries to close more deals.
Updated chapters include new material on establishing ongoing trust relationships over the phone, as well as sample conversations that clearly show what works and what doesn't; valuable insider tips, such as a simple trick that guarantees your appointments won't be cancelled; lists of "freeze questions" to avoid; sidebars on a "greener way to do business"; "talk tip" features from one of the hottest sales trainers today; and much more.
Don't get stuck in bad habits that prevent you from reaching your goals. Instead, let this new edition of a bestselling sales classic give you the specific tactics you need for talking (and listening) your way to success!
This completely revised edition takes a no-excuses, hands-on approach, from generating better leads to fine-tuning your message to partnering with decision makers. And it's packed with all-new chapters on using cutting-edge technology---such as delivering engaging presentations via webinars and teleconferencing as well as composing text messages that are appropriate and effective---and on communicating with people from diverse cultures and countries to close more deals.
Updated chapters include new material on establishing ongoing trust relationships over the phone, as well as sample conversations that clearly show what works and what doesn't; valuable insider tips, such as a simple trick that guarantees your appointments won't be cancelled; lists of "freeze questions" to avoid; sidebars on a "greener way to do business"; "talk tip" features from one of the hottest sales trainers today; and much more.
Don't get stuck in bad habits that prevent you from reaching your goals. Instead, let this new edition of a bestselling sales classic give you the specific tactics you need for talking (and listening) your way to success!
- GenresBusiness
194 pages, Paperback
First published August 30, 2005
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Displaying 1 - 6 of 6 reviews
January 13, 2016
Selling to anyone over the phone by Renee Walkup
Chapter one:
Book begins with premise that outside sales is very expensive an average of $347 per face to face. The cost of inside sales calls is about $13-19 and you can make many more calls per day. This situation will drive more face to face people to inside sales no matter weather they want to or not.
Some tips:
• Organize your work space
• Setup your calls – 3 times more than you need to make per day. This is due to the fact most will be voicemail messages which do not take long. Make sure you have a set rehearsed message.
• Prioritize your calls
• Open calls with confidence
• Use thank you calls to start new sales talk page 11
• Use references to gain trust in a call. If you mention a referral name it gives you some advantage page 11
• Prospecting calls is like looking for gold. Many of these of course will be failures. Page 12. This will require research to be effective like local business journal with company info.
Page 15 them of book:
S – Setup for success
T – Take Control of your call
A – Ask high value questions
R – Remove all obstacles and close
T – Take Care of your customer
Chapter 2:
Talks about time management on page 20 you see chart of what a wasted hour cost you. At 50k it cost you $25 plus any lost commissions.
Start by charting your activity for 3 days to see where you need improvement.
Page 27 generating leads:
• Exiting customers
• Inactive customers in database
• Passive leads from inbound calls, trade show, or web.
• Business partners
• Trade publications
• Chamber of Commerce
Might get database from someone like Bob Gault or Yaron Levi for certain vertical.
What about running a “free” special or coupon to attract customers to try our service? I hour of free consultation or conference.
Chapter 3:
Chapter 3 is about learning to assess customer style over the phone. Also you will need to understand my own style and match it to customer to connect better.
Took appendix A test to find my own style. I got:
P – Precise – 12
E – Energized – 32
A – Assured – 32
K – Kind – 20
This shows I lean to Assured and Energized.
This chapter assumes that styles must match to make a sale. This may not be true as some think opposites attract. See page 52 top.
You can even glean something about your prospects type via their voicemail message.
Chapter 4:
This chapter is dedicated to getting past gate keepers. Here are some of the tips:
• Page 59 provide minimal information. Act casual and they may think you know the person personally. This is only effective if you know name of decision maker. This works best with smaller companies.
• Partial disclosure – give your name and company and if required business your in. Delete name of company if it sounds too salesish.
• Strategy 3 – Recon call. This call is to get name and information used for later calls.
• Strategy 4 – Follow up call. Not sure what this really is. See page 62.
Another point on page 62 is to make sure you keep track in CRM tool the name of gatekeepers and your interaction with them.
Types of gatekeepers:
• Administrative assistant – the presence of this person means the key contact is important for sure. These folks can be your best ally or your worst enemy so treat them this way. Often they can make decisions themselves and should be treated like decision makers.
• Key adviser – This person is not responsible for decisions but gives key advice on who and what to buy.
• Voicemail – especially in small companies this may be all the info your going to get.
Chapter 5 – Asking High Value Questions:
Don’t be invasive with your questions. Why questions usually lead to adversarial environment.
Also customers don’t like being interrogated or sold.
Here are the steps needed to qualify customer:
1) Establish your credibility as an expert in the customer’s situation
2) Uncover customer needs
3) Deepen your customer relationship
4) Layout a foundation for how you are going to present your sales solutions.
1) Establish credibility by knowing customer situation. If they are in newspaper business this may be by asking how they handle waste paper. This also needs to lead to your solutions.
2) To uncover customer needs you need to ask fairly open ended questions so customer can make up their own mind and possibly find needs they may not have know about. Like – What is the application or use? Who are the users of this?
Guidelines for high quality questions:
4 Ws who, what, when and where but never why?
H – How questions are good. For example, how are departments involved in decision process?
T – Tell, Tell me ….
A note from this chapter is to remember to listen and never interrupt a customer even when the silence is deafening.
Chapter 6
Page 107 – take notes as this gives you key words from customer and keeps you engaged in listening. He or she may tell you key to sale or at least their needs. Keep record of this in CRM tool.
Tip – Do not interrupt customer – no matter how bad you want to. Make notes of items you want to remember to say to customer. If need be email them if cannot get them into conversation.
There is an 80/20 rule to use in talking. Customer should do 80%. Use a time to remind you not to talk more than 30 seconds at a time or you will lose customer interest.
Acronym for keeping the customer engaged:
I – Interest try something unique
N – Never use the phrase “I think” customers don’t care and your biased anyway
V – Verbally keep the customer engaged by asking questions
O – Organize your thoughts before you get on the phone
L – Let your customer interrupt. This is very important feedback on your progress
V – Verify that your presentation really fits your customer’s need
E – Express yourself skillfully. Tell a key story that will hit the customer
Chapter 7
This chapter is about handling those sure to come objections from customers. On page 121 book makes a good point is that you can prepare to handle objections. Preparation is the key to being calm under fire.
5 step approach to handle objections:
1) Listen fully to objection and write it down
2) Pause a full 2 seconds before you respond
3) Calmly use your well thought out prepared response
4) Confirm your response was adequate. Ask does that make sense to you? Did I answer your question? How does that sound to you?
5) Close
Chapter 8 – The Close
Use FBC rule:
• Feature
• Benefit
• Check in – This step is crucial to make sure customer is still along for the ride
5 benefits to use:
1) Saves time
2) Saves money
3) Increases revenue
4) Reduces stress
5) Improves productivity
Formula for total cost of ownership from a salesman’s perspective: 4
Total cost to customer = dollar investment + time + risk
Note risk is very important objection foundation for a lot of folks as they do not want to be on the hook for decision.
Close signals from a customer:
• That sounds good
• I like the ideas your sharing
• Maybe we need a change
• This is the best solution I’ve seen so far
Possible responses to close signals:
• “It sounds like we have a solution for you. Are you ready to place an order?”
• “Based on what you’ve told me, we have a great match. Can we get started on the agreement?”
• “Sounds like your ready to go. When do you want to take delivery?”
• “I like what you’re telling me. What do you need from me to get going on implementation?”
Acknowledge sales so customer knows you know:
• “Great!”
• “That’s terrific!”
• “We’ll ship this afternoon.”
• “Thank you so much.”
• “I know management will be pleased.”
• “Wonderful! We can’t wait to get started on the project.”
Send a hand written thank you. Say something like:
“I am delighted to have your business, and I look forward to working with you.”
Next keep customer informed of next steps.
If at all possible send some part of order immediately to move process along.
Chapter 9 – Use of new technology in phone sales:
This chapter covers pros and cons of using – Video conferencing webinars, conference calls, texting and emails.
Very good book with a lot of pointers for being successful on the phone.
Chapter one:
Book begins with premise that outside sales is very expensive an average of $347 per face to face. The cost of inside sales calls is about $13-19 and you can make many more calls per day. This situation will drive more face to face people to inside sales no matter weather they want to or not.
Some tips:
• Organize your work space
• Setup your calls – 3 times more than you need to make per day. This is due to the fact most will be voicemail messages which do not take long. Make sure you have a set rehearsed message.
• Prioritize your calls
• Open calls with confidence
• Use thank you calls to start new sales talk page 11
• Use references to gain trust in a call. If you mention a referral name it gives you some advantage page 11
• Prospecting calls is like looking for gold. Many of these of course will be failures. Page 12. This will require research to be effective like local business journal with company info.
Page 15 them of book:
S – Setup for success
T – Take Control of your call
A – Ask high value questions
R – Remove all obstacles and close
T – Take Care of your customer
Chapter 2:
Talks about time management on page 20 you see chart of what a wasted hour cost you. At 50k it cost you $25 plus any lost commissions.
Start by charting your activity for 3 days to see where you need improvement.
Page 27 generating leads:
• Exiting customers
• Inactive customers in database
• Passive leads from inbound calls, trade show, or web.
• Business partners
• Trade publications
• Chamber of Commerce
Might get database from someone like Bob Gault or Yaron Levi for certain vertical.
What about running a “free” special or coupon to attract customers to try our service? I hour of free consultation or conference.
Chapter 3:
Chapter 3 is about learning to assess customer style over the phone. Also you will need to understand my own style and match it to customer to connect better.
Took appendix A test to find my own style. I got:
P – Precise – 12
E – Energized – 32
A – Assured – 32
K – Kind – 20
This shows I lean to Assured and Energized.
This chapter assumes that styles must match to make a sale. This may not be true as some think opposites attract. See page 52 top.
You can even glean something about your prospects type via their voicemail message.
Chapter 4:
This chapter is dedicated to getting past gate keepers. Here are some of the tips:
• Page 59 provide minimal information. Act casual and they may think you know the person personally. This is only effective if you know name of decision maker. This works best with smaller companies.
• Partial disclosure – give your name and company and if required business your in. Delete name of company if it sounds too salesish.
• Strategy 3 – Recon call. This call is to get name and information used for later calls.
• Strategy 4 – Follow up call. Not sure what this really is. See page 62.
Another point on page 62 is to make sure you keep track in CRM tool the name of gatekeepers and your interaction with them.
Types of gatekeepers:
• Administrative assistant – the presence of this person means the key contact is important for sure. These folks can be your best ally or your worst enemy so treat them this way. Often they can make decisions themselves and should be treated like decision makers.
• Key adviser – This person is not responsible for decisions but gives key advice on who and what to buy.
• Voicemail – especially in small companies this may be all the info your going to get.
Chapter 5 – Asking High Value Questions:
Don’t be invasive with your questions. Why questions usually lead to adversarial environment.
Also customers don’t like being interrogated or sold.
Here are the steps needed to qualify customer:
1) Establish your credibility as an expert in the customer’s situation
2) Uncover customer needs
3) Deepen your customer relationship
4) Layout a foundation for how you are going to present your sales solutions.
1) Establish credibility by knowing customer situation. If they are in newspaper business this may be by asking how they handle waste paper. This also needs to lead to your solutions.
2) To uncover customer needs you need to ask fairly open ended questions so customer can make up their own mind and possibly find needs they may not have know about. Like – What is the application or use? Who are the users of this?
Guidelines for high quality questions:
4 Ws who, what, when and where but never why?
H – How questions are good. For example, how are departments involved in decision process?
T – Tell, Tell me ….
A note from this chapter is to remember to listen and never interrupt a customer even when the silence is deafening.
Chapter 6
Page 107 – take notes as this gives you key words from customer and keeps you engaged in listening. He or she may tell you key to sale or at least their needs. Keep record of this in CRM tool.
Tip – Do not interrupt customer – no matter how bad you want to. Make notes of items you want to remember to say to customer. If need be email them if cannot get them into conversation.
There is an 80/20 rule to use in talking. Customer should do 80%. Use a time to remind you not to talk more than 30 seconds at a time or you will lose customer interest.
Acronym for keeping the customer engaged:
I – Interest try something unique
N – Never use the phrase “I think” customers don’t care and your biased anyway
V – Verbally keep the customer engaged by asking questions
O – Organize your thoughts before you get on the phone
L – Let your customer interrupt. This is very important feedback on your progress
V – Verify that your presentation really fits your customer’s need
E – Express yourself skillfully. Tell a key story that will hit the customer
Chapter 7
This chapter is about handling those sure to come objections from customers. On page 121 book makes a good point is that you can prepare to handle objections. Preparation is the key to being calm under fire.
5 step approach to handle objections:
1) Listen fully to objection and write it down
2) Pause a full 2 seconds before you respond
3) Calmly use your well thought out prepared response
4) Confirm your response was adequate. Ask does that make sense to you? Did I answer your question? How does that sound to you?
5) Close
Chapter 8 – The Close
Use FBC rule:
• Feature
• Benefit
• Check in – This step is crucial to make sure customer is still along for the ride
5 benefits to use:
1) Saves time
2) Saves money
3) Increases revenue
4) Reduces stress
5) Improves productivity
Formula for total cost of ownership from a salesman’s perspective: 4
Total cost to customer = dollar investment + time + risk
Note risk is very important objection foundation for a lot of folks as they do not want to be on the hook for decision.
Close signals from a customer:
• That sounds good
• I like the ideas your sharing
• Maybe we need a change
• This is the best solution I’ve seen so far
Possible responses to close signals:
• “It sounds like we have a solution for you. Are you ready to place an order?”
• “Based on what you’ve told me, we have a great match. Can we get started on the agreement?”
• “Sounds like your ready to go. When do you want to take delivery?”
• “I like what you’re telling me. What do you need from me to get going on implementation?”
Acknowledge sales so customer knows you know:
• “Great!”
• “That’s terrific!”
• “We’ll ship this afternoon.”
• “Thank you so much.”
• “I know management will be pleased.”
• “Wonderful! We can’t wait to get started on the project.”
Send a hand written thank you. Say something like:
“I am delighted to have your business, and I look forward to working with you.”
Next keep customer informed of next steps.
If at all possible send some part of order immediately to move process along.
Chapter 9 – Use of new technology in phone sales:
This chapter covers pros and cons of using – Video conferencing webinars, conference calls, texting and emails.
Very good book with a lot of pointers for being successful on the phone.
October 7, 2023
Come back to this if I want a refresher on communicating with the different personalities of clients: assured, energetic, precise, and kind.
February 25, 2020
General strategies are useful. Not as practical as I was hoping.
July 4, 2008
Useful book if you are a phone salesman. Also useful if you're someone who is afraid of the phone. Shows you how to break a phone call down into specific steps that you can actually practice and analyze.
August 19, 2010
Contains some good tips, but this book is sub-par because it underestimates the reader's intelligence, uses odd musical analogies to introduce each chapter, and advocates a clumsy personality-type system.
Displaying 1 - 6 of 6 reviews