Phone Sales Tips and Tricks

When Contacting Customers:

Telephone Tips from 'Well, duh' to 'Hmm...interesting'

1. Always assume that you are the most important person calling and don't give them an opportunity to prove otherwise. If they really truly seem busy, offer them a coveted appointment date. Pencil them in.
2. Third time's the charm. Using a person's first name in conversation makes them feel important, so say 'Joe' at around three times before asking for his money
3. Try not to say 'Joe Blow' or 'Mr. Blow'; last names are used by bank telemarketers and, so long as you're not calling at dinner time, that's not you, right?
4. Even if you are reading off a script, try not to sound like it. Descriptive words help, especially when you are describing their particular needs / facilities / stores / etc.
5. Introduce yourself with every new phone call; you wouldn't recognize every one of your client's voice AND all of your supplier's voices, right? So why should they recognize yours? Superiority complex, or what?
6. Unless you do your calling through Skype, your client probably cannot see you, but that does not mean that can't hear your gestures and expressions in your voice. Smile when you talk and you will portray your stupendously good nature through your voice. Your client will think you MUST be good to be smiling even though you are cold calling.
7. Hunter suggests going so far as to stand up for enthusiasm; the least you could do is sit up straight, for goodness sakes. What would your mother think!?
8. 'In conclusion...' Ok, so maybe that's a little stuffy, but it is helpful to summarize your conversation for your client. You should be taking notes; they probably aren't. Remind them in a sentence or two what decisions have been made and conclude the phone call on a light and easy note.
9. Before saying goodbye, make sure that your client is finished with the conversation too. As a salesperson there is a very good chance you monopolized the call with your chatter, so give your client one last chance to insert any questions or comments at the end of the call.
10. NEVER USE SPEAKER PHONE! There are just too many ways that it is wrong and tacky so just DON'T DO IT.

How to Win in a Game of Phone Tag

The Rules and Regulations of Voicemail

• Present an opportunity that they cannot refuse. Leave them a call-to-action message that leaves no doubt that it is in there best interest to call you back
• It is better to repeat yourself than to rely on them to replay the message. Say your name and phone number more than once just in case they didn't catch it the first time
• Remember that call-to-action thing I said? Make sure that it is persuasive, but don't limit them to a specific time. Customers don't like ultimatums and probably won't respond to them favorably
• You gave them your number,right? So don't offer to call them back; leave the ball in their court. If you made it persuasive enough, you have nothing to worry about
• Consider when your schedule is the busiest and don't call then. Chances are they will also be too busy to return your call. As a general rule, avoid leaving messages Monday morning and Friday afternoon. People hate the world Monday morning and can't wait to leave the office Friday afternoon; not really the mindset you want your potential client to be in while talking about your products. Unless you own a TGIFriday's, that is.
• Make sure to leave your name (repeatedly), but make it more interesting that just an introduction. Catch their notice; hold their attention; don't be forgettable
• Try to be concrete and concise, but if you have a list of things to spout off, let them know how many important points you are going to be making so that they don't just erase the message without listening to your blabber
  That being said, try to cut it short to avoid all chances that they won't listen to all of your message. Remember, the plan is not to sell them on your message, but to get them to CALL YOU BACK. Like I said, if you do a good job of persuading them, you have nothing to worry about
• If you are calling based on a referral, make sure you mention that person; if you are dating their cousin, mention her; if you are about to go to dinner with their favorite basketball star, let them know. People are interesting; use mutual acquaintances to your advantage
• 'Oh, yeah; I forgot to mention this VERY IMPORTANT and quick piece of information'. Leaving an afterthought creates interest and will encourage them to find out more about what you were thinking