Sales training is an ongoing process not an end goal. It is only with constant reinforcement of the basics that success is achieved. Please take the time to run through some of these with your telesales team. It is a short list of some of the most common mistakes we have discovered when doing training.
Realise that Telesales is not only a numbers game - it is a ratio game
It might sound obvious, but there are many people who neglect this. As a simple exercise, ask any sales person how many deals they have done over a period; guaranteed they will give the answer in a flash. Ask them how many prospects they called to do those deals, and they will probably not have a clue. If they do not know what their closing ratio is, how will they know when a new approach works and when it doesn’t?
Are they still starting their COLD CALL with “Hello Mr. Smith, how are you today”?
The fact is that they are asking a complete stranger for personal information. It is a desperate attempt at getting the prospect to talk, and as you know yourself, no-one answers that question truthfully.
20 seconds for a first impression
If they can highlight the biggest benefit of the product (not feature) within the first 20 seconds, they will have the prospect’s attention and time.
People like you - NO! I am an individual client of yours
Now after reading the previous point, it makes even more sense never to open with phrases like “I was just calling people in your area/people like you”. Surely that can’t be the company’s biggest benefit?
Just calling to touch base/Just checking to see if you needed anything
This always means “I want an order but I am too scared to ask for it”. Rather call with news of interest: “Mr Smith, I was at another client last week, and saw something that might be of interest to you”.
If they ask dead end questions they are loosing 50% of their business
“Is there something else I can help you with today?” If the client says “no”, they are stumped. Rather make a specific suggestion. “Mr Smith, have you tried our ….before”
Be prepared and think on your feet
It is said that a good lawyer never asks a question he does not already know the answer to. A good salesman is prepared for both answers.
Have any sales people ever tried to close a deal at the end of a presentation with “so, Mr Smith, what do you think of our product?”
A closing question is answered with a “yes” or a “no”. This question is not only an opening question; it is also a bad one.
Just pick up the phone and try it.
Eugene
Remember to register for our E Sales Bulletin sent to your Inbox.