Are you afraid to make that Telephone Call?

The Big Question

Why is it that some people can pick up the phone and make calls as easy as breathing while others approach even the idea of calling someone with pure dread? As someone who has worked in call centre industry for many years I have made tens of thousands of calls I have had time to reflect upon this question. I have had the chance to see both sides. The reason I began working in this industry was to overcome a fear of making calls. So is working in Telesales, Insanity? Maybe. Did it help? Possibly. Today I make over 100 calls a day and speak to 50+ people. I would like to share a few ideas that have helped me cure Phonophoia (the fear of phones).

I can remember very clearly the sinking feeling of making the first few calls. Stumbling over my words using ums and ahs and the clang of the phone as the potential client ended the call. Now I did start at a charity selling ticket for granting wishes to seriously ill children so my heroics on the phone are not too impressive but you have to start somewhere. :)

Second

Stay on Target

As I moved on from selling raffle tickets to Telesales for Insurance so the types of calls began to be more challenging. You may not be in that area of contacting but the same principles apply. Ever call has a purpose if you can keep that in front of you and use it as a guide to the success of your calls this can be a timesaver and frustration destroyer.

At first glance the calls purpose may be obvious or you have been giving a clear goal from your work i.e. get the sale, get the lead, get the appointment. This is true, remember though, if you are using high pressure hard closing and not always in the interest of the client this will take its toll as you will burn out. One definition of your job is to help the client make a decision that will improve the quality of their life. If you don't feel that what you are offering serves the person this can slow down you success in the long term. A goal that I found helpful is, to add value to people's life by giving them something of worth. The more people you can serve with integrity the easier, than those targets can be reach because you are not fighting your own conscious. If you are questioning the value of your product and service take a good look at this point.

The Script is your friend.

In his excellent book that I highly recommend 'Cold Calling Techniqes (That Really Work!)' Sales Trainer Stephan Schiffman uses the following example. If you have ever seen a movie or television show you really liked? Did the actors sound like they were reading a script? No, because they have internalized the script and they sound natural. This also what a you need to do the more familiar you are with you material and the best way to present it the easier you will be able to respond effectively to questions, concern and disruptions in the Call. The script gives you a guide post to steer towards, and allows you to focus on the feedback you are getting rather than scrambling to come up with something clever or on target.

In the early days of my Cold Calling sometimes I would leave work and feel as though I had be beating up from all the negative on the end of the phone. (Telephone frostbite). It wasn't until I began to notice the way I would react to a unsuccessful call such as someone hanging up or being abrupt, that I began to change my approach. Instead of asking, Why is everyone so nasty on the phone? Why won't they listen to me? Why are they stupid? I began to ask some better questions.

What did I do right? What could I have done better? How can I improve my next call?

A few more examples of fantastic questions come from author, Mr. Cold Call's great article

'Successful Cold Calling Happens When You Know How to Play the GAME!' By D.M. Arenzon Platinum Quality Author

"What can I learn from this call?" "What can I learn from what just happened?" "What can I learn my prospect?" "How did I sound over the telephone?" "If the roles were reversed, would I buy from someone who sounded like me?" (a fantastic question)

You can find this Article at: http://EzineArticles.com/?expert=D.M._Arenzon

As you answer these questions or look to others who have already been successful by following what works It does get easier. On source of great Questions, Goals and Words that work is the articles and books of those who have already walked the path. This is also a far quicker way then trying to get everything right on the fly through trial and error which is a bit like firing a Gatling gun with a blindfold on, yes you might hit something but by the time you grope towards the target they have limp out of reach. By having a Map, (that's to say a Script), a known objective (your Target) and feedback from the battlefield (Questions) you chances of victory are massively improved.

One thing I find is though the basics remain the same I am always coming across new ways at looking at the them and playing the game. I hope this has given you something to think about, happy hunting.
Posted by Peter Laloli at 1:17 PM 0 comments
Labels: calls, cold calling, sales, selling, telephone, telesales