Sell More Over the Phone

Q: Customers don't return my calls, so should I continue to leave messages?

A: Try leaving the customer different types of messages. Vary your tone, your content, and use what we at SalesPEAK call, "strong words" to get a call back.

Slow down when you leave your phone number. Many people are checking messages from their cell phones on cars and while traveling; connections might be poor and your phone number was heard at break-neck speed. Make it easy for the customer to call you back.

Also, some people won't return a salesperson's call unless they've heard several messages. Some in senior management say that they have to hear the salesperson's name up to 14 times before they'll call back! (Just don't make all of those calls in one day!) Which brings me to the next question, heard weekly…

Q: If I continue to call without a response, where do I draw the line from "persistence" to "pest"?

A: Sometimes there is a fine line between these two descriptions. Research shows that the salespeople who contact customers 12 times are in the top 10% of the selling profession.

So, consider your relationship with the customer. If this is someone you are on good terms with, you are not a priority on their "response list". If you continue to be creative, use the phone, email and other contact tools at your disposal, the likelihood of getting a call back increases exponentially in your favor.

On the other hand, if this is a cold call, discover the personality type of the customer; either by listening closely to their voice mail, asking one of their colleagues, or through research, and match the customer's personality style to get a call back.

Q: What are the most effective methods of getting past gatekeepers?

A: First, be glad there's a gatekeeper! With increasing technology, talking with a human creates an opportunity of building a relationship with this person.

In your friendliest, yet most confident and commanding voice, state your name and then say, "I need to speak with Mary Edwards". You are creating a sense of urgency and in addition, you have already told the gatekeeper who you are, so she/he doesn't have to ask. Remember, whomever is asking the questions on the phone, is in command of the call. Make sure you're proactive and you'll get through more often.

Also, use the gatekeeper's name and often. Use a warm inflection in your voice and put an exclamation point into your tone when you say her/his name.

MNİDA