Improving your effectiveness on the phone, or how to be lord of the ‘rings’!
Improving your effectiveness on the phone, or how to be lord of the ‘rings’!
We all know that 99% of tele-marketers have no idea how to make calls, which is not their fault, however all of us face a variety of challenges when making or taking calls…and so we should avoid the mistakes made by the bosses of tele-marketers, in not ‘designing’ phone manner to be as good as it can be, without resorting to a temporary act. Here are ideas on improving phone effectiveness, in a number of key business areas:
Taking calls. I often get calls from people who say ‘Hello, your name was suggested to us as a possible speaker at our upcoming conference, what’s your fee?’ In response, I never simply give the information asked for, otherwise I would lose control of the sales process…and then cross my fingers that potential clients can judge my value by the fee that I charge. Instead, I simply say ‘I have a fee schedule and I can give you those details, however before I do that may I ask you some questions please?’ I then ask questions to reveal areas of need, beyond what they expect to hire me for; I then ‘begin’ (but don’t go all the way) to offer ideas that I know the caller will find different and interesting…and then I explain what the fees are. In this way, people can make good decisions
Taking complaint calls. The challenge here is to diffuse the situation, perhaps by saying ‘I am sorry that you have had this problem and I am sure your main concern is to find a solution, so let me suggest the best way to solve the problem.’
Making calls to gain an interview. I once called the boss of a large pharmaceutical company and explained that I work with companies on sales development issues, but then I said ‘I take it that you currently have a company that you use to train your sales force, is that correct?’ He said ‘Yes’ and then I said ‘I assumed that to be the case, but I imagine it would be fair to say that the pharmacy customers that you distribute through are your second sales force, and it is in that area that I would like to show you some unique ideas to help them succeed…with a retail training programme that they would pay for. Is it OK to drop by soon to discuss this matter?’ Since his ‘current arrangements’ were not under threat and the idea sounded good and inexpensive, he readily agreed. The new programme was created (called ‘Zenith’) and went down so well I was invited to ‘take over’ training for his own sales force! The keys to gaining interviews are to avoid ‘muscling in’ on what they do now, and to explain that you have something new and interesting to discuss, aimed at creating new results
Making calls to ‘collect money’. I once consulted for an accounting firm and they had many clients who owed large amounts of money…to the point where the firm’s bank was getting very worried. We arranged for the partners to call clients and say ‘Hi, this is so and so, and I have an apology to make; as you may know, there is an outstanding amount due and we haven’t chased up on this, which is unproductive for you and us, and so I would like to drop by and collect a cheque…is tomorrow OK?’ In one week the partners collected over 50% of all overdue amounts…by using a friendly, ‘let’s fix it’ manner, rather than an accusatory, aggressive tone
Making calls to sell over the phone. My suggestion here is offer to send information only on the first call, and then make a follow up call to determine need and to offer a simple ‘trial’ plan. That way people are not ‘pushed’, they can see what is on offer, and the ice is broken
Improving your effectiveness on the phone or how to be lord of the rings - To learn more about this author, visit John Lees's Website.
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Every phone call you make or take is either adding to…or detracting from your profile as a businessperson. For example, I recall that a senior management colleague of mine used to answer every phone call by stating his second name in a very brusque, impolite manner. If the caller was a staff member he would continue in the same unfortunate style, however if the caller was a big customer or our chairman he would then use a much nicer tone. Pathetic.
We all know that 99% of tele-marketers have no idea how to make calls, which is not their fault, however all of us face a variety of challenges when making or taking calls…and so we should avoid the mistakes made by the bosses of tele-marketers, in not ‘designing’ phone manner to be as good as it can be, without resorting to a temporary act. Here are ideas on improving phone effectiveness, in a number of key business areas:
Taking calls. I often get calls from people who say ‘Hello, your name was suggested to us as a possible speaker at our upcoming conference, what’s your fee?’ In response, I never simply give the information asked for, otherwise I would lose control of the sales process…and then cross my fingers that potential clients can judge my value by the fee that I charge. Instead, I simply say ‘I have a fee schedule and I can give you those details, however before I do that may I ask you some questions please?’ I then ask questions to reveal areas of need, beyond what they expect to hire me for; I then ‘begin’ (but don’t go all the way) to offer ideas that I know the caller will find different and interesting…and then I explain what the fees are. In this way, people can make good decisions
Taking complaint calls. The challenge here is to diffuse the situation, perhaps by saying ‘I am sorry that you have had this problem and I am sure your main concern is to find a solution, so let me suggest the best way to solve the problem.’
Making calls to gain an interview. I once called the boss of a large pharmaceutical company and explained that I work with companies on sales development issues, but then I said ‘I take it that you currently have a company that you use to train your sales force, is that correct?’ He said ‘Yes’ and then I said ‘I assumed that to be the case, but I imagine it would be fair to say that the pharmacy customers that you distribute through are your second sales force, and it is in that area that I would like to show you some unique ideas to help them succeed…with a retail training programme that they would pay for. Is it OK to drop by soon to discuss this matter?’ Since his ‘current arrangements’ were not under threat and the idea sounded good and inexpensive, he readily agreed. The new programme was created (called ‘Zenith’) and went down so well I was invited to ‘take over’ training for his own sales force! The keys to gaining interviews are to avoid ‘muscling in’ on what they do now, and to explain that you have something new and interesting to discuss, aimed at creating new results
Making calls to ‘collect money’. I once consulted for an accounting firm and they had many clients who owed large amounts of money…to the point where the firm’s bank was getting very worried. We arranged for the partners to call clients and say ‘Hi, this is so and so, and I have an apology to make; as you may know, there is an outstanding amount due and we haven’t chased up on this, which is unproductive for you and us, and so I would like to drop by and collect a cheque…is tomorrow OK?’ In one week the partners collected over 50% of all overdue amounts…by using a friendly, ‘let’s fix it’ manner, rather than an accusatory, aggressive tone
Making calls to sell over the phone. My suggestion here is offer to send information only on the first call, and then make a follow up call to determine need and to offer a simple ‘trial’ plan. That way people are not ‘pushed’, they can see what is on offer, and the ice is broken
Improving your effectiveness on the phone or how to be lord of the rings - To learn more about this author, visit John Lees's Website.
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Leanne Hoagland-SmithAre your sales where you want them to be? Will you be one of the few who achieves sales or business success or one of the many who have failed to change? Are you tired of being told you are like everyone else? Then you may find my first book on sales of interest. Be the Red Jacket in the Sea of Gray Suits, The Keys to Unlocking Sales available at Amazon or at http://www.processspecialist.com/red-jacket.htm. This book is a reflection of my no-nonsense approach to improving sales to overall business results. If you are truly committed to making sustainable changes, then I can help you secure a positive return on your investment because I focus on executable solutions not telling you the problems you already know you have. From training to corporate (group) coaching to executive one on one coaching, my approach is to assess, create awareness, build a goal driven action plan and then execute. The bottom line question is "Not do you or your employees know it, but do you or they want to do it?" Please call for a free strategy session at 219.759.5601. - Visit Leanne Hoagland-Smith's Website |
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John BrennanJohn Brennan Ed.D. Dr. Brennan is President of Interpersonal Development, LLC, a training and development firm. Interpersonal Development has provided sales training and coaching to more than 3,000 sales reps from over 100 companies. A native of Australia, Dr. Brennan received his doctorate from the University of Rochester. His dissertation researched the effectiveness of Behavioral Modeling Technology in training people in interpersonal skills. While he has spent most of his career designing or delivering training, he was also a Vice-President of Sales of a training and development franchise with operations in 25 markets. Dr. Brennan has designed and delivered sales training in North America, Asia, Europe, Australia and the Middle East. He has been a guest speaker at numerous national and regional professional conferences. When Microsoft wanted Best Practices articles on sales for their web site, they called Dr. Brennan. The results are at http://office.microsoft.com/en-us/FX011387391033.aspx His firm’s clients have included Volvo, The Prudential, Merrill Lynch, Eastman Kodak, Gannett, Equifax Europe, the Economist Group and countless small businesses. - Visit John Brennan's Website |
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George LudwigGeorge Ludwig is a recognized authority on sales strategy and peak performance psychology. An international speaker, trainer, and corporate consultant, he helps clients like Johnson & Johnson, Abbott Laboratories, Northwestern Mutual, CIGNA, and numerous others improve sales force effectiveness and performance. Though it's George's strategies and processes that help corporations increase productivity and performance, it's his tremendous energy and dynamism that spark the transformation. Again and again, clients remark on his amazing ability to unleash human capacity and inspire men and women to break out of their comfort zones. The result is a whole new type of salesperson. His customized presentations teach achievers to make stunning advances in their lives. From helping salespeople realize cherished dreams to helping corporations exponentially accelerate revenue streams, George Ludwig leaves audiences and individuals empowered, emboldened, and clamoring for more. George is the best-selling author of Power Selling: Seven Strategies for Cracking the Sales Code and Wise Moves: 60 Quick Tips to Improve Your Position in Life & Business. - Visit George Ludwig's Website |
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