1. Watch Your Language
The Words "love" and "hate" evoke emotion that can help your sales
effort. For example, "Wouldn't you love to go a month without your
copier failing?" And, "Don't you hate it when your order is late?"
Another language tip is to use active verbs. For example, "Our
products are used by the Smith Company," is dull compared to "The
Smith Company uses our products."
To ensure that you're presenting a clear message over the phone,
practice whispering your presentation (not to the prospect!) from
time to time. When we whisper, we must open our mouths WIDER and
poke out our lips to be understood. When you return to your normal
volume, use the same techniques.
3. Quality Sells
Don't sell yourself short by dropping price when trying to win
business from competitors. Most consumers and industrial buyers
think quality is equal to, or more important than price. If your pro-
duct or service is tops in quality, sell it on that point. Don't be
ashamed of a higher price. Point out that your price is actually
lower in the long run, where it really counts.
4. Tell Them Who They're Holding For
If you ask your prospect/customer to hold while you transfer them
to another person, give the name and position of that person. "If
you'll please hold, I'm going to transfer you to ______, the Customer
Service Manager." People will wait longer if they get this infor-
5. Get Them to React
Try a variation of this opening statement: "Ms. Prospect, I have an
idea that might be able to help you make/save money, but first I need
your input on it."
6. Finish With This Question
As you conclude the fact-finding phase of your call, end with a
question that might provide information you could have overlooked.
For example, "Karen, before I make my recommendations, what else
should I be asking you about your personnel situation?"