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Help 1

I Need Some Help0

By Tibor Shanto – tibor.shanto@sellbetter.ca

Despite the state of discourse in general these days, in a one on one settings, like a sales meeting for instance, most people are helpful by nature. As a sales professional, we need to walk the line of leveraging that to help us make a sale, while not taking advantage of it.

I know some days it is hard to convince you that people are helpful, especially when someone just hung up on you, or you’ve run out of ideas how to get a response from someone who said thy were ready and would have the order ready a month ago. But, when you can put those moments aside, there are things you can do to help both the prospect and you succeed.

As with many elements of sales that are more subjective in nature, how effective we are will be influenced by personalities, and how you approach things.  People who naturally social, who draw attention the minute they walk in the room, find soliciting help much easier than another rep who may take a more cerebral style; the difference is in how they solicit help, not their ability to leverage people’s helpful nature.

A simple example is one used by many in prospecting into companies they have not dealt with before, ya, cold calling.  One lady I worked with does this extremely well, she pours her maternal self into every call, and with the warmest and “lost voice” she will call her intended target, and start with the following:

Seller: Is this Mr. Chapman?
Prospect: yes,
Seller: I am hoping you can help me.

Help 1

She then goes on to introduce what she sells, not a product riff, but as a true graduate, she speaks to objectives and outcomes she and her company have delivered to other similar buyers.  She ends her intro by asking:

“Who should I be talking to about that?”

When the person identifies themselves as the right party, she continues:

“Wow, that was fortunate, ….”  She then continues to close on the appointment.

It is important to remember that this does not guarantee an opportunity, people will still evaluate the premise of the offering, timing, and more.  But she does have more conversations, and is able to explore further than in scenarios where the call does not start with a call for help.

The main reason for this, is that by asking for help, we help the mind focus and understand that they are looking for an answer to the caller’s “dilemma”.  When they get a plain cold call, it is perceived as an interruption, and the mind listens and weighs their perception of the call vs. being interrupted. As soon as it is labeled an interruption, the mind shifts to “we gotta get rid of this disruption, and get back to my work.”  When we start by asking for help, the mind shifts to “I gotta listen and see if and how I can help.”  Again, I am not suggesting that asking for help will lead to an instant prospect, but it will lead to a more attentive one, and by extension, and better shot.

Hope that helped!

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girl by phone

Social Ends When The Phone Rings0

By Tibor Shanto – tibor.shanto@sellbetter.ca

The reason you need to integrate social selling, traditional phone work, and other elements of prospecting, is to ensure that you are covering all bases the process of converting a stranger, into a bonified pipeline opportunity. This means using the right tool at the right time, not as some would have you believe, using one tool “über alles”; but rather using the right tool for the task at hand along each step of the process.

Social selling, and the use of social media is key to learning about the target industry, the specific company, certainly for understanding the individual you are pursuing, or more accurately the image your target is projecting on social media. Remember the lessons learned from Seth Stephens-Davidowitz’s Everybody Lies: Big Data, New Data, and What the Internet Can Tell Us About Who We Really Are. There is no shortage of materials available on how you can leverage LinkedIn, ABM and more, on how to smooth the path to first contact. But for most, especially in outbound sales, there is the point where we must pick up the phone and go direct.

When the phone rings, we enter a different realm, where based on the reality of the situation, “being social” does not play as well, and in fact can be deterrent for the prospect. Whatever interaction we may have with someone prior to the phone, it is usually on their terms, they choose to interact, they set the ground rules, and ultimately pause a conversation, or take it further right away. But when we call them, especially an unscheduled call, at a time we picked, not the target, a different set of dynamics kick in. As discussed here in the past, we are an interruption, and as such, a set of events are set into motion, usually leading to an objection, the bane of telephone prospectors everywhere. Being aware of what we are in the eye of the prospect, we need to take steps to make it easier for the prospect to stay on the call, rather than making it easier for them to blow us off.

There are two things sellers can do, with focus and practice, to avoid being victim of dynamics. Two questions that many feel compelled to ask at the start of the call, that if left out, would help them be more successful on more calls.

girl by phoneThe two questions:

  • How Are You?
  • Is this A Good Time?
    (or any variation of either of the above)

We ask these questions because we have been conditioned to do so from day one; our parents, teachers, and others, have drilled into us that social norm is for conversations to start with one of the above. Well telephone prospecting is different than other conversation we usually have.

I am not suggesting we need to be rude, unsocial, or unconventional for the sake of unconventional, but to take an interruption, where the other party just wants to get back to finishing their seemingly unending days, to a genuine conversation, we need to manage the dynamics of the moment.

The reality remains that the prospect wants to understand “What Is In It For Me”, and that is what we need to lead with. Knowing they are feeling great, or like shit, does not get us any closer to that. Leading with the outcomes they can expect based on your ability to help them achieve their objectives, is more likely to. Being an interruption, and then asking, “Is this a good time?” or “Do you have a few minutes?”, or any iteration, is just stupid by definition.

Of course it is not a good time, they have a ton of stuff to finish, and there is a 90%+ chance they were not thinking about your product or marketing speak. On the other hand, if you lead with specific outcomes, they may recognize their own objectives in the mix. Lead with that, and ditch the “Social Norm” questions, to conversations based in that norm, a cold call is not that.

To close, I know that years of conditioning is hard to shake, so here is a way to transition from the silly questions above, to starting help them understand what is in it for them in your call. Remember, the problem with questions, is that you have to stop and wait for an answer, which relinquishes control of the flow, you are now completely dependent on their answers. If you get a positive response, great. But if you get a negative “I’m busy”, “Not a good time”, “What do you want?”; you now have to deal with that objection, rather than one based on your real value to the prospect. Rather than a question, make a statement, one that allows you to get rid of that social steam you have pent up. Once you introduce yourself, just name, not your whole resume, say “Thanks for taking my call”. You acknowledge that you have interrupted their day, but unlike a question, you can keep going to your outcome statements.

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Slow and low

Slow & Low – The Right Recipe For Great Prospecting0

By Tibor Shanto – tibor.shanto@sellbetter.ca 

Next week both Canada and the US celebrate their respective independence days, which means barbecues galore, and as you may have guessed, an opportune lesson for cold callers everywhere. Most cold callers, carnivores and vegetarians, make the same common errors in executing their telephone prospecting calls, many of these mistakes contribute to their lack of success, making the whole thing a further mess.

Part of the negative cycle revolves around the fact that they are way too nervous, anticipating the worst, as a result many rush the call, leading to the outcome they feared. There are a couple of specific things telephone prospectors do that if approached differently would help overcome the challenge, alter the results and their view of cold calling; once mastered, they will find the whole thing much more productive and profitable. This is where the barbeque lesson comes in, making a good prospecting call is like making a good southern brisket, slow and low.

First thing that happens to nervous callers is they speed up their speaking, going faster than they normally would, and way faster than what makes for an effective prospecting call. This triggers a similar response from the buyer, they get nervous at the barrage of words coming at them, and they look for the exit even quicker. Ever deliver you into (at a nervous pace) only to have the prospects ask, “I’m sorry, who is this, what’s this about?” And before you can answer, you’re on your heels, and the call ends without engagement.

Slow and lowSlow down Man, it’s not a race. I know most want the call to be over more than they want the appointment, but is not about completing the activity (fast), it’s about engaging with potential prospect. Slowing down takes practice, repeated and out loud. Slow down your breathing before you pick up the phone and maintain the pace through the call. If you’re not too macho, get a metronome, and stick to the rhythm. I know sounds silly, till you start connecting with prospects and getting appointments.

The low part has to do with voice and pitch. When callers get nervous their voice gets higher, I’ve heard grown men sound more like their sisters than themselves. This makes it harder for the buyer to comprehend what the caller is saying, and obscures their message. Think about some of the great radio voices or TV voice overs, think about James Earl Jones famous “this is CNN”. As with slowing down, this comes down to practicing, and again out loud.

In a tension filled call, any element of distraction can be a negative and work against you, when you sound squeaky and speak fast, the two just compound in a way that makes it hard to achieve your objective.

One overlooked way to help with these two factors is to have a well prepared script, this will reduce the nervousness, and with practice limit the speed and pitch. Get over the self-imposed fear of scripts, and you’re a long way towards overcoming this and other prospecting roadblocks. Next time you pick up the phone, think brisket, slow and low.

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Frayed

Success Breeds Prospects0

By Tibor Shanto – tibor.shanto@sellbetter.ca 

Most sales people tend to ease off on their prospecting when they have a healthy pipeline. They feel that there is plenty to work, they have a number of prospects on the go, and tell me, that their time is better used to drive the opportunities in the pipeline, and figure that they will prospect for more opportunities once the current pipeline solidifies. While the disjointed thinking of that logic is obvious to most, like “lemmings“, many sales people follow a path that ultimately leads less success.

Let’s say you close all the deals in your pipeline, let’s say; what will you work on the next day? We have all been on the pipeline roller-coaster. All kinds of opportunities to close at the peak, desperately prospecting (praying and hoping), at the bottom. Sure, it’s absurd, but sales pros choose to repeat it over and over, even though changing their habits is less stressful in the long run. So, what’s the alternative?

We have all heard the expression, and many of us have experienced first hand that Success does indeed breed success. In sales, the reality is that pipeline success leads to more success. Prospecting when your pipeline is “overflowing”, is one of the most fun things you can do. Sales professionals who take a balanced approach to their pipeline, meaning prospecting, finding new opportunities, is as important as closing any opportunity in your pipeline.

FrayedMost people don’t like prospecting because of the stress of having to add an opportunity sooner rather than later. That pressure is amplified when you have depleted all the opportunities, the emptier your pipeline, the more that silence reverberates the further your quota is out of reach. This pressure is very apparent to your prospects, even when you are hiding behind a phone, e-mail, or LinkedIn. They can smell a desperate seller a mile away in a storm. Mistakes come easier, frustration surfaces faster, and most seller’s results are much worse than they have to be; accelerating the downward spiral.

On the other hand, when your pipeline is full, you can truly forecast a successful month or quarter, there is hardly pressure at all. Every day you are focused on things that are driving deals, allowing you to leverage not just the energy in your prospecting, but the things your buyers responding to positively are the very things you can use in your prospecting. Just as they can smell fear, they can sense and respond to success. The way we carry ourselves when things are good, is positive and attractive. Buyers want to deal with successful professionals, something we can’t claim to be when our pipeline is low, when our energy is drained before we even pick up the phone or send an e-mail.

I suspect one reason people leave dead opportunities is so they can fool themselves out of prospecting. “I don’t need to prospect, look at all the things in the pipeline I can work on”. Right.

The solution is simple, make prospecting a habit. Base on your metrics, how many “meetings” do you need to generate to have enough coverage to get you to goal. Once you calculate that, you can have a good sense of how much time you will need to allocate to the activity each week, all through the cycle. It is usually less than you would think, it is only because we let it build up in our mind that it seems ominous. (Well, that and the rejection). I know how long it takes me to get an appointment, and I know how many appointments I need to succeed. But there is no denying that I am much better when the pipe is full, frankly because the state of my pipeline gives me the confidence to relaxed, focus and successful, which in turn gets me more prospects.

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OBS Sales Experts

girl by phone

Objections – Cause – Effect – Resolution2

By Tibor Shanto – tibor.shanto@sellbetter.ca 

Telephone prospecting is hard, in fact so hard that most people spend a disproportionate amount of time and energy trying to avoid it. What they are really trying to avoid is the rejection part of the call, “The Objection”. That’s why alternate means of engagement have such a great appeal for the masses (washed or unwashed, you decide), whatever your view of social selling, there is no direct rejection. Somehow, some sellers can differentiate and compartmentalize rejection from being ignored; they may not blow you off in a direct way, they just pretend you’re not there. The net effect is the same, no engagement, no prospect.

The problem for many would-be tele-prospectors is that they see the objection as being separate from the rest of the call. They love to brag about their company and product early in the call, (mistake), and are surprised when the voice on the other end say, “no interest”. What they fail to understand is that their intro, the start of the talk track (or script for you traditionalists), has a direct impact on the response.

Nothing to do with the school of sales one is from, and everything thing to do with human nature. The good news is that both parties in this drama are human, giving us ways to deal with this in a way that yields results for both. How we start a conversation directly dictates what kind of response we get. For example, if a parent scolds a child for being late, the child will quietly take in the words, but not the message, offering a meek, if any response at all. Alternatively, if the parent took the opportunity to present a life lesson, taking a conversant tone and carefully selected words, the child is much more likely to take in the message, leading to entirely different (better) reaction and response, making them more open and engaged.

girl by phoneSo while you will never be able to avoid objections in telephone prospecting, or being ignored in other forms of prospecting, you can do things to limit the number of potential objections, and keeping objections to predictable and manageable set. You can then practice how to take away those most common objections that result from your well and purposefully crafted introduction.

Remember, the person you’re calling has literally heard all this before, thousands of times. As soon as they hear a voice buzzing on about “leading provider”, “cutting edge solution”, or any set of words immediately followed by “awesome”, the prospect starts desperately search for their fly swatter, and start flinging objections at the buzzing sound emanating from their phone.

The logical conclusion is that to avoid fatal and unpredictable objections, we need to change what we talk about at the top of the call. Namely, things the prospect was likely thinking about before you interrupted their day. If that interruption is in line with what they were focused on, you will still get an objection, after all, you are an interruption, but it is likely to be one of a handful, literally 5, objections. Focus on their objectives and the impacts you have delivered for others with similar objectives, and you will get the predictable response, allowing you to take away that objection in a predictable fashion that will lead to a conversation, which is the first step in engagement.

Once you know the cause, you can resolve it, and change the outcome.

Learn the specifics of handling the most common prospecting objections:

OHH N

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pier

Are your prospecting calls a long run off a short pier?0

By Tibor Shanto – tibor.shanto@sellbetter.ca 

Sellers are a wonderfully optimistic lot, having drank the Kool Aid about their “solution”, believing that they are indeed the cavalry coming over the hill to heal all that pains their potential prospects. This unbridled optimism and energy works great when you have a willing audience, say a play, where the audience comes with interest and openness to the message. That however is not the reality of a prospecting call, or dare I say, cold call; enthusiasm is not enough, in fact can be your undoing.

In no way do I want to douse your enthusiasm, but I do want to infuse a bit of reality into how prospecting unfolds these days. While I use calls to demonstrate the points, the basics hold true for e-mails, or other forms of “disruptive selling”. You can dress it up any way you like, but if your call or e-mail or other method of approach is not scheduled, and is news to the recipient, then we are disrupting that buyer. Nothing wrong with that, you are practicing Disruptive Marketing; if they taught Sales 2.0 or 3.0 were cool, Disruptive Marketing is just plain Arctic. Take pride in what you do, change the title on your card to read “Professional Interrupter”.

If you are going to interrupt someone, make it count, make every second of the call count, especially the first few. Even in an e-mail, if your subject line sucks, and your opening line is subpar, you’re beat from the start, as the prospect will never take in the real reason you called or they should speak with you. Those first few seconds are crucial, which is why I don’t understand why some many seller, so many professional interrupters, squander those important seconds.

Time after time I hear sales people talk about the most irrelevant things when the prospect unsuspectingly answers the phone. Rather than dealing with and delivering to the most important thing the prospect wants to know, i.e. “What’s In It For Me?” They ramble on about stuff not even their wives care about.

Caller: “Hi my name is Harvey Brown, I am the mid-Atlantic Account Executive for Blah Blah Inc., a Fortune 500 company and award winning manufacture of Machines Learning Widgets”. Frankly who really cares, Mom?

From the prospects’ perspective, you are almost at the end of the pier, and you haven’t even turned the corner of saying anything of interest to the prospect. With this approach, by the time you get to anything they may be able to evaluate and base a meeting on, the prospect has certainly checked out mentally if not hung up. In the case of e-mail, you can bet your last dollar that they have deleted your e-mail by now and have moved on.

What’s in it for them is not who you are, what you do, who you sell for, or what you sell. What’s in it for them are the outcomes and impacts on their business. So, start your call with that.

pier

Start with the very end, and then use your sales meeting to work back to why your product. Lead with the impacts on their business, what it will look like after they buy from you, don’t focus on what they are buying from you. If they don’t see the “how things will be different (better), then they could care less about what you sell. To do this you need to inject it into the call early, and not waste time giving long rambling demographical data that will make you run out of pier long before you can deliver the impact.

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Looking in

Where’s You Next $1,000,000 Deal Coming From?0

By Tibor Shanto – tibor.shanto@sellbetter.ca 

To do something right, you need to set time aside to understand things, to come up with a plan, and then finally doing it. All of these are elements of success, and they all require time to complete. This is why I want the sellers I work with to not think about time management, a really silly concept, but instead focus on time allocation.

To do that you must first know what are the key activities you have to do over the course of a sales cycle, prospecting, research, play-off pools, account management and more. This will vary from seller to seller and impacted by what they sell and to whom. Next you have to figure out and understand how much of your time needs to be allocated to each activity, but again only the activities you need to succeed, so I’m thinking maybe the play-off pool should come of the list. First thing you have to accept is that there is no right number, just your number. Some will have to allocate more to an activity than you, and for other key activities the opposite will be true. The only number that counts is yours, and the only thing that counts is how you improve it, because next year, your quota is going up, but you ain’t getting another second in the day to work with.

Once you have that together, you need to make sure that it makes its way into your calendar, and in the proportions you came to above. So if you had for example 20% of your time allocated to prospecting, (and were able to validate that with your metrics), then over the course of a four week sales cycle, assuming you work a 50 hour week, you will set aside, bank if you will, 40 hours over the four weeks for prospecting. If you don’t block that time in your calendar in advance, like you would with other important things, like say client meeting, pipeline reviews, and oh yes, play-off pools, it won’t get done.

Now some will tell me that they wanted to prospect, but couldn’t get around to it cause too many things came up. Things like what?

Seriously, what’s more important than ensuring you have enough fuel in the tank to take you to your destination? I don’t see a lot of sales guys heading out for Miami with only enough gas to get half way there, and no plans or means of acquiring more fuel before they run out.

The most common things is closing a sales or looking after customer issues. But if you had allocated the time for closing and the time for managing accounts, then why take from an equally important activity. I know closing is important, sexy and rewarding, but wasn’t that once a prospect?

Looking inTalk to wealthy people, and they all say, they put a specific amount away for retirement and other things that were important to them, before they would spend money on other less important things. So what’s important than filling your pipeline with your next opportunities, think of them as baby deals.

If you wanted to prospect, you would set time to do it, just like you do for closing calls, upsell calls, or vacation. These things are all in your calendar now, are the hours you will prospect next week? No!

“I’ll prospect as much as I can, depending what else I have to do”. Wrong, you should prospect as much as you committed to, based on your conversion rates and other metrics.

No, carve out and protect time to prospect, and then fit in all the other activities around it.

I ask reps, if you had a call set, where they were going to sign a $1,000,000 deal, what would I have to do to keep you from going? Yet when it comes to finding the next $1,000,000 deal, ah, that’s not that important.

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Close-up Of Businessperson Holding Stopwatch With Stack Of Coins At Desk

Time – To Let Go0

By Tibor Shanto – tibor.shanto@sellbetter.ca 

Let’s be clear, no white flags here, just a reminder that the most crucial thing to control in a winning sales career is time. As I have stated here in the past, “leads are recyclable, time is not”, if what you are doing now is not moving the opportunity or sale forward, you need to ask if it is time to move on to something that will. In my experience, this is most pronounced during the early stages of the cycle, prospecting.

Given that most sales people do not like to prospect, they should be thinking about how to optimize the dreaded task, so they can engage better with more prospects, and move on to what they really seem to like, building relationships. To optimize prospecting time there a number of things they can do, we’ll look at two here.

First is their prep for the time they have set aside for prospecting, in this case telephone prospecting (one of a number of methods they should use). Your call lists should be grouped or clustered around specific themes. This can be vertical, geographical, target size/type, or even role based. This allows you to develop a single talk track that can be leveraged across a number of calls. Allow you to highlight outcomes that are common to that day’s list, 3rd party referrals for voice mail, and more. Rather than having gaps between calls, taking away from momentum, and drastically limiting the number of calls you can make in say an hour, you can make one call after the other, building momentum, increasing your confidence, and achieving more in a given period of time. It has been shown that when you are going back and forth between two tasks, making the call, and readying for the call, you end up executing both less effectively. At the same time if you can focus on a specific task, uninterrupted, for about 52 minutes, you build efficiency. Separate the tasks, do your background work in low energy times, and do your prospecting during peak Prime Time hours.

The other area is the length of the call. A good prospecting call, where the goal is to get the prospect to agree to a formal meeting, be that phone, web, or face to face, really should not take any more than two minutes, three out the outside. In most instances, anything longer than that moves into the “diminishing return” zone.

Assuming your intro and Engage Statement (think of it as an effective value statement), capped off with an Impact Question, takes us to about 45 seconds; their answer which tees up the request for the appointment takes us to the minute mark, and now comes the fun part the objections. Each objection given – and then taken away by you, is about 20 or so seconds, remember the goal here is engagement, not an intellectual exchange. If you have read the Objection Handling Handbook, you know the first objection is a conditioned response, and by the time you get to the third one, the fate of the call is usually sealed, at times it takes four. So, we are looking at another minute to a minute and a half.

Anything after that is working against you. If they don’t want to play, all they’ll take away is how unprofessional you were, not only wasting and disrespecting their time, but your own, and no one wants to deal with that kind of rep, even when the time is right. Or worse, you are trying to sell them when your goal at the outset was to schedule a time for the actual discovery and sale.

I see so many sales people stay on the phone with someone for 10, 15 minutes, and have nothing when the call ends; well frustration, but you can’t cash that. Others achieve their goal, a prospect who agrees to engage, and then they stay on and talk themselves out of that appointment in the same call. If you do have someone agree, you should expect they may have questions, and you want to answer that question in a way that best moves the opportunity forward, and if that is a formal meeting, that’s what you should move towards. Next time you have someone agree to an appointment, and they start asking those “good” questions, simply say “That’s a great question Jim/Jill (I’m so PC), why don’t we make that first item on the agenda and give it full justice; look forward to our call Thursday, let me grab your e-mail and I’ll send an invite.” This sets you up for a great start to the discovery call, and allows you to move on to set the next appointment.

Remember, leads are recyclable – time is not – guard your time!

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Question Direction

Questioning The Path You Are On0

By Tibor Shanto – tibor.shanto@sellbetter.ca 

The fate of an unscheduled call to a prospect, a cold call, is determined in the first few seconds of a call, one can argue even before that. By before that, I mean the hundreds if not thousands of practice calls the prospect has had to hone their craft and perfect their means of blowing us off. One can argue that the callers, the sales people have also had the opportunity to practice; true, but there is practice with a goal and purpose in mind. For example, the prospect, has the singular purpose of blowing the interruption, and every call they get is an opportunity to practice, unless the caller does something different.

Unfortunately, sales people make it easy by conforming to basic elements of calls that accelerate the outcome, allowing the prospect to get back to what they were doing, and the seller to be frustrated, and use it as an excuse to reaffirm their belief that cold calling does not work. The solution, is changing the way one makes the call. Unless we change the path or direction of the call, we risk falling into a familiar pattern that the prospect has practiced hundreds/thousands of time. Given that sales people do not like to practice, review the “game tapes” and make adjustments, the prospect will always have an upper hand.

Everything counts, right from the first breath, which means it has to be counter to expectations, especially those of the prospect at the other end. Starting with a rambling introduction about your company, and who you are, is just setting yourself up for failure. I mean really, does it make a difference to the prospect that you are the Mid-Atlantic Key Account Executive? I am sure your wife or mother or both are really proud. You know what the prospect thinks, “Add another title and notch to my belt.” As I have said before start with the outcomes first, outcomes tied to their objectives, and impacts you have delivered for others with similar objectives. Start with the ending, the outcome, the impact they will see in reaching their objectives, and those impacts on their business. It’s even worse when it comes to handling objections.

Most think that handling objections is somewhat like a tennis match, the prospect lobs their objection over the net, and we have to lob it back. No! If you want to change the path and direction of the call, the objection, then you need to not fall into the pattern set by the prospect to accelerate the end of the call.

Question DirectionInstead of just lobbing back a response to their objection, keep it, and throw back a question instead. In the above tennis example the prospect is in control of the flow, and therefore the outcome. One way to wrestle control away, and more importantly change the path or direction of the call is to ask a question. Questions demand answers, there is no law that they have to answer, but condition, especially social conditioning tends to kick in, and they will answer. Questions get people to think, when their mind is racing to get past the call, a good question related to something they were thinking about before the call, like their objectives, will get them to slow down, focus, and usually provide an answer.

We call these Impact Questions, for two reasons. One is that most are closed-ended, so we needed to do some rebranding. More importantly is that because they relate to specific impacts on their business, they have a direct impact on the prospecting call.

It is important to remember that what we are working with here are dynamics, including flow and momentum. You need to fine tune your listening skills, not for words, but all the other things going on in the call, think of it as nuance. When you ask a good question, not every prospect will answer the same way, giving you an opening to ask for engagement. But they will all pause, a momentary break as they digest the question, and process that indeed it does relate to them, and not just another walking brouchure on the phone.

Impact Questions, strategically place in a prospecting call, as part of the intro, as part of the reason to meet, and certainly as part of the taking away objections, will help you change the direction of a call, a sales meeting. If you find yourself on a path leading to a brick wall, use Impact Questions to change the direction, the outcome, and the health of your pipeline.

We’ll be looking at some specific use of Impact Questions, and objections in the monthly edition the Pipeline, sign up here.

Boss choosing employee

Why Make The Call2

By Tibor Shanto – tibor.shanto@sellbetter.ca 

One reason many give me for not wanting to prospect, is the fact that fewer people are answering their phones, and as a result it is not as effective as other forms of prospecting. Part of that is dictated by what state or mode the buyer is in, Actively Looking buyers may be more prone to a call, while, Status Quo buyers, are less likely to answer or engage. But I believe the conclusion many draw from this, i.e. “telephone prospecting is ineffective”, is flat out wrong.

First having a single form of approaching potential prospects, especially “not interested” buyers like Status Quo, is just stupid. Anyone that tells you that their chosen means of reaching prospects is just stupid. There are as many effective means as there are people; not only that, but individuals’ response/reaction to approaches will vary based on specific circumstances. So having one method, be that strictly phone work, strictly referral, or strictly social, is just asking for failure. The best prospectors, who are usually the best sellers, know that their prospecting toolkit has to have as many tools as possible rather than limited to one. For example, I worked with one executive who when traveling would be more likely to respond to texts, leaving e-mail and voice mail for the hotels in the evening, while back at the office he would be much more likely to answer the phone, and hit e-mail regularly.

Now it is true that less people are answering their calls as they come in, I have not seen anyone, even the most social of sellers, present any data that suggests that people check their voice mails less. Meaning a good voice mail can still have an impact, and lead to a return call. I regularly get 40% – 50% of messages I leave, returned in about 72 hours. So don’t blame the technology, blame the user.

But let’s dial things back a little, and let’s for a moment accept a complete falsehood many sellers have bought into: “voice mails do not get returned”, there is still merit to leaving a voice mail, and making the call. Why – touch-points.

Based on different inputs, it can take anywhere from 8 – 12 touch-points to get a response from a prospect. (BTW – no guarantee that the response will be positive, we still have to work to get the appointment even when they respond). In that case, the voice mail, even when not returned, still serves a purpose. Combined with other means of communication, each touch-point compounds the ones that came before it and improve your chances of speaking to the prospects.

The same executive referenced above also shared that he specifically ignores the first three attempts by sellers, because he knows most will fall away after the first three touch-points, and the ones who really want to speak to him will continue to demonstrate that and their creativeness as they deliver the 4th, 6th or 9th touch-point.

Work out your pursuit plan, and keep a couple of things in mind. Mix things up, you have access to office phone, mobile phone, text, snail mail, LinkedIn, and more, the only shortage to variety is your imagination. Do it frequently and consistently, meaning don’t wait a week after your initial touch-point, a couple days is good. Go for eight yes 8, touch-points in the course of two business weeks. If you find that harsh, start by adding one more touch-point to your current weekly routine; in a few weeks add one more, and so on till you hit your minimum 8. (See example).

Cadence 1

Yes phone work has changed, and so should you, make the call, just know why.

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