Making sales appointments over the phone can be a source of stress - or a quick road to success. Sales is a numbers game and often the first step down the right path is to make sales appointments over the phone. This is a task that can make many people nervous and which can seem intimidating at first. However, there are actually some very simple steps involved in getting this right.
Be prepared for that first call
The success that you have with the first call that you make will have a big impact on overall results. There are lots of ways to improve the chances of success, including:
● Don’t sell. It sounds odd but at this stage your only focus is on making a sales appointment. If you start selling at this point then you might lose that opportunity.
● Have a full picture of the customer to work from. This should include any previous history and contact with your business.
● Try some visualisation. Before you pick up the phone, sit and visualise the call going well and having a successful outcome. You can’t influence the outcome of the call by doing this but you can influence how you behave during it. If you’re focused on success then you’re much more likely to be convincing and resourceful than if you feel like the interaction is going to be a failure.
● Smile. We can hear it when others are smiling so, as you hear the first ring put a smile on your face so that you’re ready to talk as soon as the call is answered.
Think about what you’re going to say
Cold calling can be tricky but if you’re sure in advance what you’re going to say then this can make the experience much easier and also make you feel more confident. Be clear and concise at all times - start by stating your name and how you’ve got their details (e.g. someone referred them). Let them know that you know they’re busy - this can help to reduce the possibility of a defensive reaction - and that you’re going to get straight to the point so you don’t waste anyone’s time. Ask if they have a few minutes to talk and then get quickly to the point. Remember, all you need to do at this stage is set the appointment up so keep it short and clear.
Avoid the obvious pitfalls
● Using a script. It’s fine to have some bullet points but a script will sound forced and robotic.
● Too much jargon. This will be a huge turn off for most people.
● Failing to build rapport. It’s often rapport that determines success so this is important. Look for ways to use simple words, match the voice speed of your customer and try to match their tone too (in a non-obvious way) - this is a technique called mirroring that can help you establish rapport.
These are some of the simplest ways to improve your outcomes for making sales appointments over the phone. Find out more by booking onto our Generating New Business by Telephone training course...