Step Eight - Opening Statements Are the Keys to Successful Calls
The opening statement is the most essential part of your call. Without an opening that stimulates curiosity, and puts the listener in a positive frame of mind to participate, nothing else matters. You can't fly the plane unless it gets off the ground.
Prospecting Calls
The point you need to communicate in the first few seconds is, "We have something that might be able to help you, and I simply need to learn more about you to find out." The key is in using the right words.
Step Nine - Six Basic Elements in Opening the Call
1. Get the customer's attention
2. Identify yourself and the company
3. Give the reason for your call
4. Make a qualifying/question statement
5. Open the discussion
6. Ask the Hard Question
Step Ten - The Four Most Common Objections and Responses
1. "No thanks, I'm happy with what I am doing now"
2. "I'm not interested"
3. "I'm too busy"
4. "Send me some literature"
The sales person needs to be able to anticipate and handle these types of responses:
"No thanks, I'm happy with what I am doing now"
Most people do not want the bother of changing from what they are currently doing, if it's
working why change it plus they do not want the inconvenience of changing to a new supplier.
If they wanted to change they would have called you. Remember that he is already doing
something. And he sees your call as an interruption.
Simply ask: "What are you doing now in regard to ___________?"
"I'm not interested" This is perhaps the most common response you will hear.
"I'm not interested" Sales is selling to somebody who wasn't interested prior to your call.
If they were interested they would phone you.
Answer: "Well, (client's name) a lot of people had the same reaction when I first called - before they had a chance to see what we do, however when they had the opportunity to see what we do they did become interested……." (Tail your voice off and go to next line)
"You do want to ___________________________ don't you?
"Send me some literature"
This may seem the most difficult to handle.
"Look do me a favour send me your brochure"
On average when you phone back they usually haven't received your brochure, not had time to read it yet or read it and they are not really interested.
This does nothing to move your sale forward. Confirm information, his address, postcode etc.
Then ask
"(Client's name) So that I send you the most appropriate literature. Can I ask what might be of interested to you?"
And then you are back to gathering information again.
Step 11 - Five Requisites to Close the Sale
1. A Recognised Need Clients will only buy if there is a recognised need
Demonstrated when you asked questions to uncover the need
2. A Viable Solution
A viable solution, which will change the status quo.
When you linked benefits to solutions.
3. Value Must Justify Cost
Cost justification is the basis for every strategic decision. The need is never enough to justify a decision to proceed and a viable solution doesn't mean clients can justify the
cost. Perceived value must justify cost.
4. A Sense of Urgency
You've heard the phrase, "if it isn't broke don't fix it"
What will it cost not to proceed right now?
5. The Authority to Buy
Most sales fail because the person you ask for the commitment hasn't the authority to buy!
Four Keys
1. Know the Status of the Opportunity
Does the client like the offer?
How does it compare with the conditions of satisfaction?
What are they willing to accept?
What are their outstanding concerns?
Ask for their business - attempt a trial close
"Tell me, is there any reason why we cannot proceed to-day?"
2. Not Ready to Close
A sale represents a mutual exchange of values you may need to negotiate to win.
"Tell me, if we can agree on……….is there any reason why we cannot proceed to-day?"
3. Restate Your Value
In a situation where the client is expected to assimilate lots of information some of
the early discussion and commitments may be forgotten. Restate how the investment is adding value by solving the problem obtain agreement that this investment will add
value to the client.
4. Emotional Reassurance
Many decisions are highly emotional. Build rapport and use empathy.
"For you to proceed today what would need to happen?"
Visit us at
www.salesxcellence.com
www.salesxcellence.co.uk
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