telephone techniques

Prospecting via

Telephone approach A-Star week 4

telephone techniques

“A SALE is always made.

Either you sell the customer on

yesOr he sells you on no“

Jeffrey gitomer

telephone techniques

IntroductionAn organized sales effort is as easy as 1-2-3

Prospecting & securing appointments Sales presentation & Closing After-sales & Upselling

telephone techniques

IntroductionProspecting begins with “suspecting” of qualified prospects via various creative sources, including the telephone approach (warm or cold call).

Customers have natural resistance towards salespeople or someone they do not know.Customers are preoccupied with themselves or in a state of indifference

telephone techniques

Cold call on the Phone 3 STEPS

Ask for appointmentReason for calling

Create InterestHandling Objections & Indifference

ConnectRapport (Greetings & permission to talk)

Value statement

ClosingConfirm appointment or

Confirm appointment to call backThank you

telephone techniques

Cold Call on the Phone – 8 TIPS Good posture & smile when you talk Give your name (and company) Get to the point (fast) – state your purpose

within the first 2 sentences Make it KISS (short & sweet) Try be somewhat humorous Offer or ask for help State that you have important information Ask for the sale (sell the appointment)

telephone techniques

Pushing the BUYING BUTTON

When “selling your appointment” on the phone – apply these button pushing techniques : Ask about “importance” or “significance” Ask about area you think is “hot” (popular) Ask questions in subtle way Use “If I (offer solution)…., would you

(commit or buy)…” phrases

telephone techniques

Kring.. Kring.. Let’s begin, but before that, some preliminary self-checklist : Confidence level

1. Defeat self-sabotage (negative self talk)2. Positive affirmations (visualize it happening “seeing is believing”)

“I’m confident & professional…”“I deserve to be successful…”“Prospects love my interesting products & services..”

telephone techniques

Kring.. Kring..

Good telephone script & lots of practice1. first 16 words2. power statements or value statement3. closing statement

check :

telephone techniques

Kring.. Kring..

Selling is just a number game – have fun and play to win ! Here’s the game plan :

1. be well prepared

2. don’t apologize, don’t make excuses

3. not everyone is a sale, be prepared for rejection

4. learn from those who tell you “no”

5. practice, practice, practice

6. have fun !

check :

telephone techniques

Kring.. Kring.. Your Direct Value Statement (DVS)

An answers to “what you do ?” and “how you do it” to benefit customers…

“We assist our clients achieve their financial goals. We do this via our customized financial plans & proven investment products”

Design your value statement

We assist _____ (customers) in _________ (industry or occupation) to _________ (how you help). We do this by __________ (your solution).

telephone techniques

Cold call 3 STEPS ..again

Ask for appointmentReason for calling

Create InterestHandling Objections & Indifference

ConnectRapport (Greetings & permission to talk)

Value statement

ClosingConfirm appointment or

Confirm appointment to call backThank you

telephone techniques

Rapport & Connect

Skills required be professional @ opening & the

medium of message

“your voice influence the mood of the call & your customer”

telephone techniques

How’s your voice ?1. tone

– how you express emotion- adds quality & life to your message

2. verbal- words spoken clearly, concise, proper pronunciation- flows & understood- scripts/sentences can determine tone of your voice

Rapport & Connect

telephone techniques

What’s a GOOD voice ?- speak clear, concise & easily heard- pace & pauses- warmly energetic (not monotonous)- pleasant (smile voice)- comfortable pitch

If you mumble (swallow words), talk too fast or displeasing to hear – NEED TO IMPROVE

Rapport & Connect

telephone techniques

Exercise : assess your voice Tone – pitch, emotion, professional Verbal – clear & flow Overall – comfortable & interesting

Rapport & Connect

telephone techniques

“Askm ______, this is _____ from ______. Are you free to talk for a minute ? (wait for response & offer to call back if not free)”

“Hello, good morning, may I speak to Mr____ please ? I am _____ calling from ______, is it convenient for you to talk now?”

Rapport & Connect The script

telephone techniques

“Good morning, may I speak to Encik _____. En _____ I’m a consultant / financial planner / wealth planner with ___. We assist our clients plan their financial needs, and help them achieve these goals via customized plans & proven investment products”

Rapport & Connect The script – add your DVS

telephone techniques

Create Interest

Skill required Create interest or desire – enthusiasm

(voice) & “hot” topic Language & choice of “right” words Show value

telephone techniques

Reason for Calling & Create Interest The script

“En____, I have some interesting ideas to share with you regarding ________. Sounds Interesting ? Would Monday 2pm be convenient for you or would you prefer Tuesday at 10am ?”

“Why I’m calling today is to share ideas / plans specially designed to meet your financial goals. I want to share how these plans can help . plan for your retirement, children’s education & other financial needs”

telephone techniques

Reason for Calling & Create Interest

The script(by referral) “I’m calling at the suggestion of Puan ____ from ____. She spoke highly of you & recommended me to see you. For your information, she has benefited from this interesting investments plans.”

telephone techniques

1st objection“That’s alright Mr_____. I understand how you feel and assure you I will keep that in mind when we meet. On that basis shall we meet on ______ at _____ ?”

Handling Objection & Indifference Example

2nd objection“I really appreciate your frank opinion and understand why. Many people with similar problem, benefit from the ideas & plans I shared with them. After all, it will only take 10 to 15 minutes of your time & no obligation.”

telephone techniques

3rd objection“That’s alright Mr____ . We find that is the case with most people even before we call. I would like to make these 2 promises to you, I will not sell you anything during our first appointment, andI will come back to you for a sexond appointment ONLY with your permissionDoes this sound fair to you? So, can we meet ________”

Handling Objection & Indifference Example

telephone techniques

4th objection“Okay Mr____ , I may have caught you at a bad time. Do you have any objections if I keep your name in my file and contact you in 2 -3 months’ time ?Thank you. I shall call you then. Hope you have a better day.”

Handling Objection & Indifference Example

telephone techniques

Handling Objection & Indifference The A-D-R method

Acknowledge“I can understand your position..”“I’m glad to know..”“That’s great”

Defuse“I’d not expect you to be excited about calling you the first time. I would like to share..”

telephone techniques

The A-D-R Method (con’t) Defuse

“It’s alright. Not a problem..”

Refocus to support“Would it be important to you if I can show you how to optimize..”“If I could share with you a practical way to address your future financial needs, would you be interested ?”

“Let’s see, as I was saying..”

telephone techniques

The A-D-R Method (con’t)Some examples..

“That’s alright Mr_____. I understand how you feel and assure you I will keep that in mind when we meet. On that basis shall we meet on ______ at _____ ?”

“I really appreciate your frank opinion and understand why. Many people with similar problem, benefit from the ideas & plans I shared with them. After all, it will only take 10 to 15 minutes of your time & no obligation.”

telephone techniques

The “Feel-Felt-Found” 3F method

P : I’m not interestedA : Mr prospect, I didn’t think you’d be

interested. That’s exactly why I’m calling you.

P : What ?A : Mr prospect, most people say they are not

interested in our products (plan/idea) when we first contacted them. But they turned out to be our most satisfied customers (have peace of mind that they plan their finances objectively).

telephone techniques

Lets try another 3F method

P : I feel that present market is too uncertain and I’m not interested.

A : I understand exactly how you feel. Others felt the same way when we first spoke to them. But this is what they’ve found (explain – market uncertainty is a rare opportunity, maybe once in 5 or 10 years ? It gives us an opportunity to gain more when invest in market lows. Furthermore, they are many ways to invest in such a market, especially when we know what’s going to happen). Does this answer your concern ?

telephone techniques

Lets try another 3F method

P : The market is heading into a recession and you want me to invest ?! (feel)

A : I understand exactly how you feel. Others felt the same way when we first spoke to them. But this is what they’ve found (explain –if we live in a perfect world, there’s no need to plan. There’s always plenty of food & money for all our needs. But because of uncertainty/recession/ volatility that we need to plan our future finances). Do you agree with me ?

telephone techniques

Exercise (handouts)

Prospecting “Telephone” Scripts Develop “Indifference/telephone” script

telephone techniques

Exercise Develop your “Indifference/telephone”

Scripts“Not interested”“I have no time, too busy”“I’ve no money and not liquid now”“I already have a consultant”

“I have a bad experience”

Acknowledge > Defuse > Refocus

telephone techniques

End

A-Star week 4