In the past I have posted about the attitude sales people have towards prospecting, some see it as a necessary evil and unpleasant part of their job, something they have to “tolerate” early in their career, until they build up a sufficient base to live off. How many times have you heard a rep with tenure say they “have earned the right not prospect”, or the less honest version “put me in front of the right guy and I’ll close them.” While that may be true, the big bucks in sales go to the ones who can get in front of the right guys on their own.
One thing that differentiates the complete sales person, the sales people who can execute all elements of the job, not just the easy ones or the ones they like, is their understanding that prospecting is a sale. Perhaps the hardest sale of all, selling the appointment. The same instincts, skills and disciplines it takes to sell the product or service, are involved in selling an appointment, it’s just that the prospect is not yet a willing participant. Which is why you need to take the attitude that the appointment has to be sold.
Beyond role play, one of the things that we do with clients is listen to recordings of actual calls by the reps we train. Not one or three calls when they know they are being listened, but recording of dozens and dozens of calls throughout their week, getting a real sense of what they are doing when it counts, not just to impress on one or two calls. What you hear across dozens of calls in consistent; sure you can explain one call, or two, but when you hear the same mistakes over the course of days and weeks as we do, there is no denying facts.
Right from the time the prospect answers you can tell which reps came to sell, and which came to take orders, hoping the prospect throws them a bone. The way they initiate the call, how they engage the prospect. Not just style and mannerism, but what they speak to, and the narrative they paint for the buyer. This is not just about enthusiasm, while that is key and infectious, when wrapped around the wrong message it becomes toxic, and no one wants to be infected with that. Or the diminutive subservient posture they take, if you close your eyes you see Goofy when they try to handle the “all set” objection: “Well maybe I can be your number two if you ever tire of number one, ah, gosh darn it.”
Those reps who sell the appointment are much more often the ones who sell the deal, while the others are more likely to be used for info and price concessions, or worse, as a means of getting concessions from the incumbent, and once that is achieved, they are tossed to the curb.