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By Art SobczakBy Art SobczakBy Art SobczakBy Art SobczakBy Art Sobczak

13254 Stevens St.Omaha, NE 68137

(402)895-9399www.BusinessByPhone.com

www.TelesalesBlog.comwww.TelesalesSuccess.com

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_____________________________________________________________________________ ©Art Sobczak · Business By Phone Inc. · www.BusinessByPhone.com · (402)895-9399

The Fundamentals of The Fundamentals of The Fundamentals of The Fundamentals of ProspectingProspectingProspectingProspecting and Telesales and Telesales and Telesales and Telesales

The Truths and Myths The Truths and Myths The Truths and Myths The Truths and Myths

It’s not just a numbers game

You’re not any closer to a “yes” on the next call than you were on the previous “no” you heard

You don’t need to “love rejection”

Prospecting, like sales, is a process

Prospects must first hear a good reason to speak with you, and then more, in order to want to meet with you.

Exercise Listen to the statements made by Art. Write out the emotions you feel after hearing each one:

Statement 1:

Statement 2:

Examples of Failed Examples of Failed Examples of Failed Examples of Failed ProspectingProspectingProspectingProspecting Calls Calls Calls Calls “ … I sent you a letter. Didja get it?”

“ … just wanted to introduce myself to you and send out some information. Would that be OK?”

“ … want to talk with you our/products/services…”

“ … will be out in your area and would like to set up an appointment …”

“ … If I could show you a way to ____, you’d want that, wouldn’t you?”

“ . . . would like to stop by and show you. . .”

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The Consultative Telephone Strategy and Process

• Pre-Call Planning

• Pre-Conversations

• Opening Statement

• Questioning

• Recommendation

• Commitment For Action

• Wrap and Set up next action (For more how-to information on each step of the call process, get the ebook, "How to Place the Successful Sales and Prospecting Call"How to Place the Successful Sales and Prospecting Call"How to Place the Successful Sales and Prospecting Call"How to Place the Successful Sales and Prospecting Call---- Exactly What to Say and AVOID to Get Agreement and Eliminate Exactly What to Say and AVOID to Get Agreement and Eliminate Exactly What to Say and AVOID to Get Agreement and Eliminate Exactly What to Say and AVOID to Get Agreement and Eliminate Resistance."Resistance."Resistance."Resistance."

Building Your Call Opening Your Selected Prospect:

http://www.businessbyphone.com/HowToPlace.htm

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The First Steps To Creating Great Openings

1. As it relates to the RESULTS of doing business with you, what would they potentially gain?

2. What do you help them avoid?

3. What other possible results might they receive, especially personally?

Success Tips for Your Answers Success Tips for Your Answers Success Tips for Your Answers Success Tips for Your Answers

• Get as sensory and descriptive as possible. Not, “We have good service.” Describe what that looks like, such as “Provide next-delivery on orders after everyone else has closed their order desk for the day.”

• Answer with specific results other customers have received. For example, “Have helped our users reduce their materials waste by a minimum of 22%, and in some cases, as much as 43%, resulting in thousands of dollars of savings.”

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PrePrePrePre----Call PlanningCall PlanningCall PlanningCall Planning---- Turning “Cold Calls” into Turning “Cold Calls” into Turning “Cold Calls” into Turning “Cold Calls” into Smart Calls™Smart Calls™Smart Calls™Smart Calls™

Information Gathering • Your notes, database

• Their website

The “About Us” section; press releases; any news about them; Letter from the CEO (if available); look for specific language in their Mission Statement or otherwise that you can use

• Search engines

Required reading: “Take the Cold Out of Cold Calling-Web Search Secrets, Know More than You Ever Thought You Could or Should About Your Prospects, Clients, and Competition.” By Sam Richter http://www.TakeTheCold.com

• Other industry-specific info services

http://www.TakeTheCold.com

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Set Your Call Objectives

Primary Objective Defined as, “What specifically do I want this person to DO as a result of this call, and what do I want to DO as a result of this call?”

THINK BIG!

How to Never Be Rejected Again: Your Secondary Objective At minimum, what do you desire to accomplish on this call? (You can and should always accomplish something on each call. This ensures you are never “rejected.”)

Pre-Conversations Identify Yourself and Organization

“Hi, I'm Pat Seller with ____” • Ask for HELP “I'm hoping that you can help me …” • Get names if you don't have them “I'm looking for the name of the person there who…”

Fill in your decision-making org chart

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• Be a Detective--With a Justification “So I’m better prepared when I speak with him, there’s some information you probably could help with . . .”

“I want to make sure that what I have is of interest to him . . .” “I want to be sure that I'm in the right spot there . . .”

Ask Questions Here! Go Beyond the Basics! Whatever you assume that you can’t get, you will always be correct about. In some cases, you might have an influencer, user, or decision maker on the line. What questions would you ask if you knew you could get the answers to them? __________________________________________________________________

Tips With Screeners and Gatekeepers

• Treat them like you would the decision maker. They just might be.Treat them like you would the decision maker. They just might be.Treat them like you would the decision maker. They just might be.Treat them like you would the decision maker. They just might be. • “I imagine you get quite a few calls there in the office from people who want to speak with “I imagine you get quite a few calls there in the office from people who want to speak with “I imagine you get quite a few calls there in the office from people who want to speak with “I imagine you get quite a few calls there in the office from people who want to speak with

Mr. Bigg. This is a bit different and here’s why…”Mr. Bigg. This is a bit different and here’s why…”Mr. Bigg. This is a bit different and here’s why…”Mr. Bigg. This is a bit different and here’s why…”

• Ask, “When will I have the best chancAsk, “When will I have the best chancAsk, “When will I have the best chancAsk, “When will I have the best chance of reaching him?”e of reaching him?”e of reaching him?”e of reaching him?”

• Send information to the gatekeeperSend information to the gatekeeperSend information to the gatekeeperSend information to the gatekeeper if you need to if you need to if you need to if you need to

• Try weekend callsTry weekend callsTry weekend callsTry weekend calls

• Hit random extension numbersHit random extension numbersHit random extension numbersHit random extension numbers

• Put their name in your notesPut their name in your notesPut their name in your notesPut their name in your notes

• Put navigation instructions in your notesPut navigation instructions in your notesPut navigation instructions in your notesPut navigation instructions in your notes

• Browse their phone directoryBrowse their phone directoryBrowse their phone directoryBrowse their phone directory

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Why Voice Mails Are Ignored… Why Voice Mails Are Ignored… Why Voice Mails Are Ignored… Why Voice Mails Are Ignored…

• The message is too longThe message is too longThe message is too longThe message is too long

• It’s not about themIt’s not about themIt’s not about themIt’s not about them

• Poor deliveryPoor deliveryPoor deliveryPoor delivery

• You sound salesyYou sound salesyYou sound salesyYou sound salesy

• Most people do not return voice mail messagesMost people do not return voice mail messagesMost people do not return voice mail messagesMost people do not return voice mail messages

• You only called onceYou only called onceYou only called onceYou only called once …and What to Do Instead…and What to Do Instead…and What to Do Instead…and What to Do Instead 1. 1. 1. 1. Know about them firstKnow about them firstKnow about them firstKnow about them first 2. 2. 2. 2. Talk to othersTalk to othersTalk to othersTalk to others 3. 3. 3. 3. Listen to their entire messageListen to their entire messageListen to their entire messageListen to their entire message 4. 4. 4. 4. Be preparedBe preparedBe preparedBe prepared 5. 5. 5. 5. Use your “possible results” statementUse your “possible results” statementUse your “possible results” statementUse your “possible results” statement 6. 6. 6. 6. Give your results statement before saying Give your results statement before saying Give your results statement before saying Give your results statement before saying your company nameyour company nameyour company nameyour company name 7. 7. 7. 7. Refer to the screenerRefer to the screenerRefer to the screenerRefer to the screener or others or others or others or others 8. 8. 8. 8. Use a multiUse a multiUse a multiUse a multi----media approachmedia approachmedia approachmedia approach 9. 9. 9. 9. Back up your voice mail with a live messageBack up your voice mail with a live messageBack up your voice mail with a live messageBack up your voice mail with a live message 10. 10. 10. 10. Say YOU will cSay YOU will cSay YOU will cSay YOU will call backall backall backall back 11. 11. 11. 11. Use a “Last Resort”Use a “Last Resort”Use a “Last Resort”Use a “Last Resort” (Fellow sales trainer, Colleen Francis, did an Audio Seminar with us, http://businessbyphone.com/Francis.htm, where she shared her Three-Step Voice Mail Strategy. Get the CD or download of this program for more great voice mail ideas.)

http://businessbyphone.com/Francis.htm

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The Interest-Creating Opening

The Purpose • Put them in a positive, receptive frame of mind to participate • Move them to the questioning

Creating Your Opening

1. Who are you? 2. Why are you calling? 3. What's in it for them?

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The Initial Call Opening (Prospecting Call)The Initial Call Opening (Prospecting Call)The Initial Call Opening (Prospecting Call)The Initial Call Opening (Prospecting Call) A. Identify yourself and organization,

“Hi, I'm Pat Seller with _____”

Then mention a connection or reference.

“…a mutual acquaintance, Bill Jones, suggested I contact you. He felt I might have something that could help you with _____”

“… I saw an article about your …”

“… I noticed the recent news about your …” “… I had the opportunity to work with Dale Lewinsky in your Lincoln office…” “… In speaking with ____ in your office, I understand that you are now in the

process of___” B. Give the reason for calling, hinting at the results you might be able to offer.

Options: 1. “I specialize in working with _______, in helping them to ______________.

2. “We have worked with a number of (title of person/type of company) and have

helped them to ___________ 3. “The reason I'm calling, is that depending on . . .

...how you're now handling . . . ...the method you use to … …what you now are doing for your …

“…I might have a few ways to help . . . “…we might have a few option that could help to …

(From Page 3, fill in with results you can deliver ) C. Get them involved

“If I’ve caught you at a good time, I’d like to ask a few questions about _____ to… “…see if it would be worth our while to talk further . . .”

“… determine if what we have would be worth taking a look at ... ”

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Modified Ending to Make it a Voice Mail Message

“Depending on how much of an issue this is at your company, it might be worth our while to talk. I'd like to ask you a few questions to see if you'd like more information...”

More Examples “I was speaking with ____ and I understand that you’re now experiencing ____. We might have a few ways to _____ and I’d like to ask a few questions to see if we’d have the basis for further discussions …”

“We specialize in working with (fill in with a type of company, or title of a decision maker) in helping them to (fill in with something they want to get or avoid) so that they can (fill in with another desired result). I'd like to ask a few questions to see if this might be of some value to you.”

“I know that you’re now in the process of ______, and I have a couple of other ideas that might be able to help you to _______” “Hello, Mike, this is _____ with _____. (If referral, insert: “John Doe suggested I call you.”) We work with ___, helping them to____. This results in (fill in with the ultimate benefit or result to them). I’m calling today to ask a few questions to see if this would have value for you and if we should speak further regarding ...” “Ms. Prospect, I’m _____with _____. We specialize in working with ______ , to help them address the issue of ______. The purpose of my call is to find out how much of a concern this is to your company, and determine if it would be worth for you to take a look at some of our material.”

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“Using Your Acquired Knowledge” “Using Your Acquired Knowledge” “Using Your Acquired Knowledge” “Using Your Acquired Knowledge” OpeningOpeningOpeningOpening State what you know: State what you know: State what you know: State what you know:

“I understan“I understan“I understan“I understand that your company now______________d that your company now______________d that your company now______________d that your company now______________ “I see that you_________“I see that you_________“I see that you_________“I see that you_________ “In speaking with______, I heard that you________“In speaking with______, I heard that you________“In speaking with______, I heard that you________“In speaking with______, I heard that you________

Mention what you have done with others who are similar:Mention what you have done with others who are similar:Mention what you have done with others who are similar:Mention what you have done with others who are similar:

““““With other (type of company/their title) we have been able to help them (describe rWith other (type of company/their title) we have been able to help them (describe rWith other (type of company/their title) we have been able to help them (describe rWith other (type of company/their title) we have been able to help them (describe results)esults)esults)esults) Move to questions:Move to questions:Move to questions:Move to questions: ““““…and I’d like to ask a few questions to …”…and I’d like to ask a few questions to …”…and I’d like to ask a few questions to …”…and I’d like to ask a few questions to …”

Ending PhrasesEnding PhrasesEnding PhrasesEnding Phrases “…see if we should talk further.” “…see if we should talk further.” “…see if we should talk further.” “…see if we should talk further.” “…determine if it’s something you’d like to take a look at.”“…determine if it’s something you’d like to take a look at.”“…determine if it’s something you’d like to take a look at.”“…determine if it’s something you’d like to take a look at.” “…find out if it might be of some value to you.”“…find out if it might be of some value to you.”“…find out if it might be of some value to you.”“…find out if it might be of some value to you.” “…see if it might b“…see if it might b“…see if it might b“…see if it might be an option worth considering.”e an option worth considering.”e an option worth considering.”e an option worth considering.”

Problem/Pain OpeningProblem/Pain OpeningProblem/Pain OpeningProblem/Pain Opening “Something that I’ve been hearing from other “Something that I’ve been hearing from other “Something that I’ve been hearing from other “Something that I’ve been hearing from other (type of company, or their title) is their is their is their is their frustration frustration frustration frustration with with with with (major problem/pain, and major problem/pain ). We’ve been able to help others deal with this i. We’ve been able to help others deal with this i. We’ve been able to help others deal with this i. We’ve been able to help others deal with this issue, ssue, ssue, ssue, and I’d like to ask a few questions to… ”and I’d like to ask a few questions to… ”and I’d like to ask a few questions to… ”and I’d like to ask a few questions to… ”

Ending PhrasesEnding PhrasesEnding PhrasesEnding Phrases “…see if we should talk further.”“…see if we should talk further.”“…see if we should talk further.”“…see if we should talk further.” “…determine if it’s something you’d like to take a look at.”“…determine if it’s something you’d like to take a look at.”“…determine if it’s something you’d like to take a look at.”“…determine if it’s something you’d like to take a look at.” “…find out if it might be of some value to you.”“…find out if it might be of some value to you.”“…find out if it might be of some value to you.”“…find out if it might be of some value to you.” “…see if it might be an option worth considering“…see if it might be an option worth considering“…see if it might be an option worth considering“…see if it might be an option worth considering.”.”.”.”

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The Modified “Value Forward” Prospecting OpeningThe Modified “Value Forward” Prospecting OpeningThe Modified “Value Forward” Prospecting OpeningThe Modified “Value Forward” Prospecting Opening Paul DiModica wrote the book, “Value Forward Selling,” and specializes in providing training to sales reps targeting high levels. In his book, he shares his prospecting opening process. We have modified it here, but still wanted to give credit to Paul. He also did an Audio Seminar with us on how to sell at the top management level. See it here: http://businessbyphone.com/TopManagementProspecting.htm

1.1.1.1. Intro: Intro: Intro: Intro: ““““Hi, this is (your name). Hi, this is (your name). Hi, this is (your name). Hi, this is (your name).

2.2.2.2. Professional Courtesy: Professional Courtesy: Professional Courtesy: Professional Courtesy: ““““Thanks for taking my call…”Thanks for taking my call…”Thanks for taking my call…”Thanks for taking my call…” ““““I’ll be brief if that’s OK with you?”I’ll be brief if that’s OK with you?”I’ll be brief if that’s OK with you?”I’ll be brief if that’s OK with you?”

3.3.3.3. PeePeePeePeer Establishmentr Establishmentr Establishmentr Establishment

““““We specialize in working with owners of _____ firms…”We specialize in working with owners of _____ firms…”We specialize in working with owners of _____ firms…”We specialize in working with owners of _____ firms…”

4.4.4.4. Value PropValue PropValue PropValue Prop

““““…………helping them to ______, and ________.”helping them to ______, and ________.”helping them to ______, and ________.”helping them to ______, and ________.”

5.5.5.5. Name DropName DropName DropName Drop “…we’ve worked with companies such as ____ and ____.”“…we’ve worked with companies such as ____ and ____.”“…we’ve worked with companies such as ____ and ____.”“…we’ve worked with companies such as ____ and ____.”

6.6.6.6. Mention Your CompanyMention Your CompanyMention Your CompanyMention Your Company

”I’m with ______…””I’m with ______…””I’m with ______…””I’m with ______…”

7.7.7.7. Permission tPermission tPermission tPermission to Continue/Move to Questions o Continue/Move to Questions o Continue/Move to Questions o Continue/Move to Questions “If this is an OK time, I’d like to ask a few questions to see if “If this is an OK time, I’d like to ask a few questions to see if “If this is an OK time, I’d like to ask a few questions to see if “If this is an OK time, I’d like to ask a few questions to see if what we do might be a fit for you.”what we do might be a fit for you.”what we do might be a fit for you.”what we do might be a fit for you.”

http://businessbyphone.com/TopManagementProspecting.htm

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Follow-Up Call Opening Statement Formula 1. Identify Yourself and Company

2. Remind Them You Spoke Before Whenever you place an outbound call, your customer is engaged in some other activity. Therefore you need to say something that will instantly remind them who you are, so that they can recall the last conversation. These statements do this.

“The reason for the call is to pick up on our last conversation....”

“I’m following up on the last time we spoke a couple of months ago....”

“I’m calling to continue our conversation of last week....”

3. Mention Their Need/Interest and or the ACTION They Were Taking As part of the previous point, you are rekindling their interest. Remember, they are not sitting there thinking about you, or their need/interest at that point in time. Therefore it is your job to help them revisit their interest,

“ ...where we had discussed_____ and you were going to recommend to your director that he take a look at ______. . .”

4. Give the Purpose for this Call “I’d like to go through the information I sent you . . .”

“If I caught you at a good time, I’d like to go through some additional information with you I think you’ll find useful....”

“I’d like to go over the results of the discussions with your VP...”

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For Calls to Regular Customers and Account Management For Calls to Regular Customers and Account Management For Calls to Regular Customers and Account Management For Calls to Regular Customers and Account Management Calls, Use The Hallmark Cards Opening (“Thinking of You”)Calls, Use The Hallmark Cards Opening (“Thinking of You”)Calls, Use The Hallmark Cards Opening (“Thinking of You”)Calls, Use The Hallmark Cards Opening (“Thinking of You”) “I just saw_______…” “In talking with another ______, I heard ____”

…and I thought of you.”

Long Term FollowLong Term FollowLong Term FollowLong Term Follow----Up Call: Up Call: Up Call: Up Call: Continuation of Previous ContactContinuation of Previous ContactContinuation of Previous ContactContinuation of Previous Contact 1. “The last time we spoke you mentioned that (problem/pain/something they want)1. “The last time we spoke you mentioned that (problem/pain/something they want)1. “The last time we spoke you mentioned that (problem/pain/something they want)1. “The last time we spoke you mentioned that (problem/pain/something they want) 2. “…since then________________”2. “…since then________________”2. “…since then________________”2. “…since then________________” (Fi(Fi(Fi(Fill in with any changes, new ll in with any changes, new ll in with any changes, new ll in with any changes, new productsproductsproductsproducts, or new information of value), or new information of value), or new information of value), or new information of value) 3. “…and I’d like to ask a few questions to (fill in with Ending Phrase)3. “…and I’d like to ask a few questions to (fill in with Ending Phrase)3. “…and I’d like to ask a few questions to (fill in with Ending Phrase)3. “…and I’d like to ask a few questions to (fill in with Ending Phrase)

Opening Value Statement ChecklistOpening Value Statement ChecklistOpening Value Statement ChecklistOpening Value Statement Checklist ❒❒❒❒ They They They They do not do not do not do not feel like the call is about feel like the call is about feel like the call is about feel like the call is about youyouyouyou trying to sell them something trying to sell them something trying to sell them something trying to sell them something.... ❒❒❒❒ Nothing in the call could cause resistance Nothing in the call could cause resistance Nothing in the call could cause resistance Nothing in the call could cause resistance ❒❒❒❒ Every word adds to the interest of the opening and is not just taking up space Every word adds to the interest of the opening and is not just taking up space Every word adds to the interest of the opening and is not just taking up space Every word adds to the interest of the opening and is not just taking up space ❒❒❒❒ It leaves a question in their mind as to what it is, and they want the answer.It leaves a question in their mind as to what it is, and they want the answer.It leaves a question in their mind as to what it is, and they want the answer.It leaves a question in their mind as to what it is, and they want the answer. ❒❒❒❒ They believe that they are betterThey believe that they are betterThey believe that they are betterThey believe that they are better off after the call than before. off after the call than before. off after the call than before. off after the call than before.

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Opening TeleTips Your opening statement is like the foundation of a building. If it’s weak, the

remainder will crumble.

Edit your opening statement by asking, “Is there anything here someone could potentially object to?”

After writing out your opening statement, set it aside for a while. Then come back and be merciless in your editing. Repeat the process until you have one that “sings.”

Don’t ask for a decision in the opening statement. They aren’t ready yet. Open with a benefit, moving them into a receptive mindset.

For every word and idea in your opening statement, ask yourself, “Is this adding to what I’m trying to accomplish?” If it’s not, edit it out.

If someone answers the phone and sounds rushed, don’t let that scare you into rushing your opening or questioning. Some people naturally sound fast-paced . . . others do it with salespeople until the rep builds rapport.

On a follow-up call, don’t ask if they received your material-assume it. You don’t want to make your literature the basis for this call.

Be certain you deliver your opening in a calm, confident, crisp and articulate fashion. Rushing and mumbling creates an undesirable impression.

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Write Out Your Own Opening

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Questioning Start With the General, Move to the Specific

• Ask qualifying questions you didn’t get answered earlier from others. Get More Specific

• Open• Open• Open• Open----EndedEndedEndedEnded---- these get feelings, ideas, and emotions—not one or two -word answers. Often begin with “how,” “what,” “why.”

• Closed• Closed• Closed• Closed---- to get specific data. Not recommended for frequent use.

• Add• Add• Add• Add----On/Layering QuestionsOn/Layering QuestionsOn/Layering QuestionsOn/Layering Questions---- responding to what they said with another questions designed to prompt them to continue speaking. For example, “Oh?”, “Then what happened?”

• Parrot Questions• Parrot Questions• Parrot Questions• Parrot Questions---- repeating, as a question, what they just said: “You’ve had problems with the quality of the captioning?”

• Instructional Statements• Instructional Statements• Instructional Statements• Instructional Statements---- “Tell me more,” “Give me some idea of . . .” “Please tell me . . .” “Please explain . . .”

Preface NeedPreface NeedPreface NeedPreface Need----Development Questions With,Development Questions With,Development Questions With,Development Questions With, “How often have you noticed . . .”“How often have you noticed . . .”“How often have you noticed . . .”“How often have you noticed . . .”

“What do you do when . . .?”“What do you do when . . .?”“What do you do when . . .?”“What do you do when . . .?”

“What happens when . . .?”“What happens when . . .?”“What happens when . . .?”“What happens when . . .?”

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Recommendation

• Only now should you begin your presentation. “Based upon what you told me, I have a way to help you ________. What I propose is ________”

Ask for Commitment ASK!ASK!ASK!ASK!

Action Steps

Download - How to Easily Create Telephone Call Openings that ... · How to Easily Create Telephone Call Openings that Stimulate ... You’re not any closer to a “yes” on the next ... Turning

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