If you’re a small-business owner with a team of inside sales professionals, you know how challenging it can be to help them overcome the dread of making sales phone calls. Even seasoned sales professionals get nervous on occasion. You can help them master this fear by arming them with the techniques they need to succeed.
Considerations
The last thing any business wants is for an inside sales agent to give a prospect or customer misinformation or the wrong impression over the phone. Before you allow your team to begin making calls, make sure they understand how to position your product or service to callers. You have the perfect opportunity to ensure what callers hear is consistent with what your company provides through effective coaching of your agents.
Create An Effective Introduction
A sales agent’s introduction determines whether the contact will remain on the line with her. Phone introductions should radiate confidence, collectedness and a sense of purpose. Create a script or outline that indicates who is calling, the reason for the call and the solution or service that may help the prospect deliver value up front. Keep introductions under a minute and use examples of satisfied clients wherever possible. If your business was able to help a client increase sales by 10 percent, reference this in your introduction, with the appropriate permissions. Real-life client examples build credibility and keep your contacts engaged.
Build Rapport
Courtesy and etiquette go a long way in phone sales. The only thing your contact will be able to judge you on is how you sound on the phone. Be respectful of your prospect’s time and listen carefully to what he has to say and how he says it. Everything that comes out of your prospect’s mouth is valuable. Adjusting your pace and wording to match your prospect’s also helps to build rapport. Pay close attention to statements that appear inconsequential on the surface. Prospects love a savvy sales agent who is able to uncover potential areas of opportunity by addressing the concerns they have raised.
Ask Probing Questions
Don’t waste time with a phone contact if he cannot benefit from your company’s offerings. In a competitive business environment, your sales team must be focused on putting viable opportunities into the sales pipeline. By asking the right probing questions, your sales team can determine if there is an opportunity to do business with the contact. Understanding the prospect’s needs or wants and whether your company has an offering to fulfill that is of vital importance. Probing questions can help your sales agents arrive at this answer.
Follow-Up
When you come across a viable opportunity, don’t let it go to waste. Thank the prospect for his time and follow up. Discuss next steps and make sure your prospect is committed to following through. Send an email confirmation for subsequent meetings and a thank you card for taking the time to speak with you. Creating the right impression can go a long way in securing your place as a provider of choice.