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à Pre-Call Planning
à Before Reaching the Decision Maker
à Beginning Statements
à Questioning
à Listening
à Proposing a Solution
à Asking for Action (Closing)
à Working with Objections
à Summarizing
à Redefine Rejection
 

à  Begin by doing your homework and collecting
background information about the prospect's
company and industry
à The main objectives are to understand where
they are now, where do they want to be and how
do they currently plan to get there
à This includes:
The job descriptions for available
jobs related to your solutions
The press releases and the SEC files for the key
words related to your solutions
A list of customers that are in the same industry
as the prospect
 

÷ Before you pick up the phone know the purpose of your
call
Objective  - Locate WHO has the authority to evaluate
and buy or the decision-maker(s)
Objective ÷ - Determine if a need, challenge or problem
exists
Objective 3 - Find out what the prospect values in
themselves and their business
Objective 4 - Set up a time and date specific action step
or plan
Remember that people don't like to be sold, they like to
buy Our job is to help them buy the way they want to buy
which may not be the way that we want to sell
 

3 Prepare questions for your call using your
call objective
You need to understand who is doing what and
why
Then you need to determine what they
prospect is trying ~to achieve and how they
plan to go about doing it
The idea is to understand how a company
does business before trying to sell something
You do this by staying in information mode
and staying out of sales mode until you find a
need exists and then your goal becomes to
persuade them to take this action
 


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£ When speaking with a gatekeeper

[a k a secretary, assistant,
receptionist, screener or blocker] use
the utmost respect and courtesy

After all, they usually determine who

gets to speak with their boss and who
does not
 


 
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ÿ As you make your way around an

organization over the phone,collect as
much information as possible about
who works for whom and how business
situations are handled



 
!"

à - Always ask for help by saying, "Maybe you

can help me " Follow this statement with a
direct question
à such as "How do you currently
Or "Who is
responsible for initiatives
" This enables you
to be
à prepared before you speak with high-level
decision- makers about what they want to gain
or avoid rather
à than waste their time asking questions about
information they already know



 
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›
Avoid using the word "information " It raises

people's defenses
For example, "I'm just trying to get some
information
What is your driver's license number

" People are more helpful when they are
not and hand deliver it to their boss, be sure
you clearly explain a few of the potential
benefits without getting into the specifics
about how your products/services actually
work
 


 
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#
 Always ask for permission to speak
by asking,
"Is this a good time to speak
"

If someone is busy they won't be

listening to what you have to say

So don't speak with people who don't

want to speak with you,as they won't by
listening to what you have to say

Either get off the phone or schedule a

brief phone appointment
 
#

à  The most effective beginning statements address

whatµ called WHIIFMAMC

This stands for "What's In It for Me and My Company

" The idea is to create curiosity about what you can do for
them

so they ask you more questions about what you offer and
it enables you to move into the fact finding/questioning
stage
 
#
à ÷ Always confirm you are in fact speaking with the
correct person who has the authority to make the
decisions

Use the question "Who is responsible for


To confirm you are speaking with the right person

If for some reason you are not, the answer to that

question will lead you in the direction of the right person

3 Use "What if occurs
"

(or)
"What do you do when happens
" to uncover potential
problems and areas of improvements
   

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à- After asking a question
àSTOP!

àWait for a complete answer

à If you speak too soon you'll never know what
they would have said that might have been a
crucial piece of information you needed to know
later
àQuestion and then remain silent until they
complete their answer
   

à  After they've finished answering your

question feedback what you heard in your own
words to be sure you have understood them
correctly

à This will prevent costly misunderstandings

further on in the sales process
   
à  Ask direct questions Avoid "I was just
trying to find out if you could tell me some
information"
(or)
à "Could you possibly please tell me what you are
doing in the area of
" These types of
statements demonstrate a lack of self-
confidence and will often cause decision-
makers to cut a conversation short

à Use direct and concise questions that get

directly to the point of what you need to know
   


÷ Control the direction of the call using
questions
Let's say I ask you a question about Televisions
and you respond with an answer about Radios
I would say I understand what you are saying
about Radios
Let me ask you another question How do you
currently purchase Televisions

This way you can redirect the conversation in
the direction you want it to go regardless of
what the other person answers
   
÷ Get people to think in terms of numbers

Ask questions such as

"What do you think is costing you
"

(or)
"How much time have you allotted for
this
"
(or)
"When does that happen
"
  
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à ÷£ Paraphrase what the speaker is

saying in your mind

Repeat your understanding of what you

heard and ask if you understand
correctly
  

à ÷ÿ Listen for clues revealing specific

challenges an account is facing, rather than
focusing all of your
energy on how one solution will fit the account's
needs

à Discover what the prospect needs, rather than

what you want to sell
  

à ÷- While keeping track of what was said during

the conversation, circle any important phrases
or words that were repeated

à These phrases and words provide clues as to

what the prospect values or thinks are
important

à These words can become useful if you weave

them into future conversations
  

à ÷ Encourage the speaker to completely

answer each question you ask and
remain silent until they finish speaking

à Pauses enable people to take time to

assimilate information and time to think
  

à ÷ You will receive more information by

listening, rather than by trying to fill in
the gaps of silence

à If you need to, rest your chin on your

hand and place your finger over your lips
to keep yourself from speaking while the
other person is talking
 $  
 
à 3 Before proposing a solution it is important
that you establish trust
à Trust is the assured reliance on character,
strength, or truth of someone
à When you work over the telephone, the only
feedback you receive is the sound of the
person's voice
à People feel comfortable speaking and buying
from people they know, like (like means similar)
and trust
à Think about the qualities of those you trust and
develop ways of communicating those qualities
 $  
 

à 3 If you have done a good job of questioning

and understanding how an account does
business in your area of expertise, you will
know what to present (and what to avoid)
Concentrate on presenting ideas that are of
value or importance to the prospect
 $  
 

à 3÷ As a rule of thumb, people value

security, adaptability, cost of ownership,
ease of use, efficiency and effectiveness
and dependability

à Use questions to discover which one(s)

your prospects value the most and then
tailor your presentation to address those
values in term of positive monetary
benefits
  "


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à 33 Closing should be the natural conclusion to

a sales call if you have done your homework,
asked the right questions and presented a
solution that is of value to the prospect

à However you must ask for specific action steps

to be taken For example, this could be faxing
over a signed Agreement, agreeing on terms of
payment or setting up dates for an event to take
place in the future
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à 3£ Objections are simply a request for more
information

à What the person is saying to you is in a

manner of speaking

à "I don't understand what you mean

à Would you please go over that again as it

applies to my situation

 " '

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à 3ÿ Often objections are indicators of what the

real problem is so do not gloss over them

à Feedback your understanding of what was said

to be sure you have it correctly and explain how
your product or service would apply to that
situation

à There is no need to get defensive

 
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à 3 You can redefine rejection by turning your
calls into puzzles

à If you get one more piece of information than

you knew before you've gotten a result

à If you've gotten a result than you haven't been

rejection
 ,
)
à 4 Remember people are not rejecting you, they are
rejecting what you have to offer

à Learn not to define yourself as what you offer

à You are not what you offer

à You are an individual who is constantly developing more

and more talent and skill to present ideas and gain
people's agreement to take actions

à Even if that action is not to take action now, that does not
preclude a prospect needing to take action in the future
 ,
)
à 4 It is always better to receive a yes or a no rather than a
maybe May be waste your time

à So be confident and ask for a yes or a no

à You'll save both your time and the prospect's time too

à Take it a great day and a successful week!