In the digital sales world, the art of making a sales call has been overlooked, so today lots of sales people do not understand the nuances involved in making successful sales calls. Whether the sales call is cold, as a result of a web lead or inbound enquiry always approach the sales call with the same degree of attention to detail. I have put together a few tips to help remind sales people on how to master a sales conversation and turn those conversations into sales.
“Plan your work and work your plan”
Always Be Prepared to Succeed
Before ever picking up the phone, go to the various social media sites and Google to get the insight on the company you are going to call, the same applies to the contact with whom you intend to speak with. Think about why are calling them, what is it in for them, what is your unique selling point for this prospect and what you want to achieve out of the conversation. Plan your opening statement and personalise your value proposition into a few sentences (why should they continue to listen to you!). It is also a good idea to craft a few different value propositions to appeal to people in different industries or situations.
Time the Run
The contact has answered the phone (make sure to use their name and your name and company on the intro). Try NOT to ask them whether now is a good time to talk as your sales call might be heading to the exit door marked “call back” and in the process, you may be forced to end the call, missing the opportunity to talk with the contact but most of all missing the chance to get them to listen about a solution that could help them. (If you don’t believe your solution can solve an identified problem then don’t bother calling)
Why not try a simple opening such as “How are you today?” This can provide the type of feedback you might only discover through body language. Now listen to the contact’s tone of voice to determine whether they are in an engaging mood or sound distracted. The key is to quickly determine whether to reschedule the call, adjust the sales pitch (length) or proceed as initially planned.
Master the Delivery
It is what you say and HOW you say it. As the contact cannot see you, your voice and the quality of the information you impart is what is going to keep this call going. Always have a friendly tone, speak clearly and use voice inflection to get attention. Talk at a measured pace, be concise , let your words flow naturally and use some facts with a raised pitch showing confidence so you can move to the next step with the contacts approval (this doesn’t mean asking them, you presume and move seamlessly to next step). Have you brand or company sales pitch down pat, always be ready to answer “What do you offer different from my current supplier?
A training tip if you do not feel comfortable with the delivery is to practice and record some trial calls or ask a buddy or ask a sales trainer to score you. When you listen back to the phone recording, pay attention that your voice sounded confidence and the words flowed like a natural conversation.
Discover the Opportunity
Now that you have got the attention of the contact with your opening delivery statement, the next step is to start the discovery process to find out if any opportunity exists, and if so, what it is or what does it look like?. All sales opportunities should tick these three boxes. Budget. Need. Authority.
Your friend here is the WWWWWW – who, why, what, where, when, who. These are the classic open-ended questions that encourage open discussion and help you to clarify the competitive landscape. Do not leave these questions to chance, prepare in advance. Some sample questions to use could include:
- Where are your major challenges (in role or product stack)?
- What are your responsibilities?
- When do you conduct reviews (relating to vendors/solutions)?
- What problems are you facing in (personalise to your product)?
- Have you tried to solve these issues? If so, how?
- What solutions would you consider?
- How soon do you want to find a solution?
- What is the decision making process for us to progress?
- What is the budget to address the situation?
The idea is to have a number of questions from which the answers should give a good indication whether there is a business opportunity or not. The questions should try to get to the prospects pain points; this is the start of an agreement staircase and helps you move on to the next step in the sales process. However don’t move the sales process on just for the sake of a sales pipeline report, if no opportunity exists or can’t be clarified then value your time and move on.
Stir into Action
Less than 2% of sales are made on the first contact, in fact over 80% of sales are concluded between the fifth and twelfth sales contact. So you are probably not going to go right for the sale on the 1st call but still need to advance the opportunity. So, what did you plan to achieve from this sales call? If the door is open to proceed now it is time to get agreement with your prospect on the next action. For example, if you are selling a SaaS solution, you might ask them to sign up for a free trial. Always clarify the action, agree, and repeat the value proposition then set a time to follow up to gain his or her feedback.
In all likelihood there will be several steps in the sales cycle to move from the initial discovery phase through to closing a sale. Therefore, think about your sales training, then map out your sales process and steps from initial awareness to consideration (plot the buyers journey) so you stay in control and on course to closing the deal.
The more you practise your sales calls, the better your results.