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Controlling a Sales Call

The ability to control a call and guide it in a positive direction is a key skill for a sales professional.

Clear and effective communication is essential to ensure that opportunities are not lost.

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Sales Call Basics

Have a plan for the call.◦ Have the right attitude. Having a positive attitude

makes a difference, and your prospect can hear it.

Have an introduction.◦ Introduce yourself, the company and why you are

calling.

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Sales Call Basics

Get their attention.◦ Try to create excitement in 15 seconds or less, in

one breath, without a pause.◦ Add energy to your call by standing up and make

sure you have a smile in your voice.◦ Create a pressure-free, open atmosphere.

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Sales Call Basics

Build Rapport◦ People are most comfortable dealing with (and

buying from) other people who are like them.

◦ Be likeable and mirror the prospect. Match their volume, speed and tone of voice. Use phrases that you hear them use as well.

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Sales Call Basics

Use their name.◦ When greeting a prospect, use their first name.◦ Always use your full name.◦ Use their name at least 3x during the call.

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Sales Call Basics

Christopher

Make a connection.◦ Use visually descriptive words.◦ Create trust by discussing their issues and not

yours.◦ Speak naturally and strive to be helpful.◦ Be patient, open minded and listen.

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Sales Call Basics

Know their needs.◦ Know their goals and desires.

Make the impact clear.◦ Make the business case.◦ Show the benefits and value.◦ Use descriptive words to paint a picture.

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Sales Call Basics

Balance the conversation.◦ Listen & Speak◦ Ask questions

Open Closed Probing

◦ Make recommendations

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Sales Call Basics

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Generate short, finite answers (yes / no) Do not encourage discussion Limit what participant says Gain a final answer, conclusion or

confirmation Examples:

◦Is it X…?◦Have you ever…?

Close – ended Questions

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Generate descriptive answers Encourage discussion and participation Promote sharing of experiences and

knowledge Examples:

◦ How can you…?◦ What are some ways…?◦ Why would you want to…?

Open – ended Questions

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A probing question is an open-ended follow up question intended to elicit a thoughtful answer.

Allows for a deeper dive into the subject. Examples:

◦ What did you mean by xxx? ◦ Why do you think this is the case? ◦ What would have to change in order for…?

Probing Questions

Wrapping up the call.◦ Summarize what was said.◦ Obtain a commitment.

Recommend an exact date and time for a follow up either by email or by phone.

Creating a deadline is a powerful tactic. Allow the prospect to have the last word.

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Sales Call Basics

Follow Up.◦ If you set up a follow up call, send an

email reminder (invite) immediately.◦ This email should confirm the date and

time of the appointment.◦ Build a follow up opening statement.

Remind the client why they agreed to the follow up call.

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Sales Call Basics

Persistent Polite Professional

Not a PEST!

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Sales Call Basics

Lie, pretend or exaggerate. Knock the competition. Make a pitch to a non-decision maker. State features of the product without

the benefit. End a call without asking for the sale. Talk politics, religion or tell jokes.

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The Never List

Eat, drink or chew gum while speaking on the phone.

Socialize on a sales call. “Wing it” on a sales call. End a call without knowing the next

step.

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The Never List

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Questions to Control a Call

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Controlling a Sales Call