HANDLING PROSPECTS OVER THE PHONE

     There will be many times when, because of geographical limitations or other factors, it will not be possible to make a presentation in person. That is when your telephone skills come into play. Most of the sales dynamics are still the same, with a few minor twists. First, we have more limitations on qualifying the prospective customers. We can't see them or their businesses. Listening skills and voice inflection become far more important over the phone. ln this chapter, we will focus on strengthening those skills.

THE ART OF EFFECTIVE LISTENING:

     A wise man listens; a fool just waits until it's his turn to talk.

     When you make a voice contact with a prospective customer whether in per­son or over the phone, it is extremely important that you exercise proper listening skills. Many times, we are so eager and enthused that we fail to take the time to listen to the prospect. Without proper listening, we lose the opportunity to gain knowledge about the prospect as well as any needs or concerns he may have.

     Why is it that so many salespeople feel they must tell everything they know before allowing the prospect to talk? The truth is that the most successful salespeople do more listening than talking. Learn to stop thinking so much on what the prospect is going to say and concentrate more on what he is saying.

     A good way to begin using your listening skills is by asking questions. The opening question is merely the first of a series of questions that guide the dialogue. The person who asks the questions is the one who controls the direction of the dialogue. The one who is talking is providing information that helps the other adjust the direction.

RULES FOR LISTENING

• When the mouth is closed, the ears are more likely to be open.
• Be an active listener. Concentrate on asking questions to get information.
• Practice attentive body posture. Lean forward. Maintain eye contact.
• Do not interrupt. Pay attention and never stop listening.
• Avoid distractions by selecting a favorable environment for the sale.
• Paraphrase and clarify. Be sure you clearly understand what is said.
• Measure process inputs. Afterward, think about how much each person talked.

PROPER SENSING

     Proper sensing without listening is impossible. Sensing takes listening beyond just the words a prospect is saying. It involves how the words are spoken. Sensing requires listening for tone, pitch, modulation, and volume. When the prospect answers the phone, does he sound rushed or in a hurry? When you have focused on his needs, does he sound receptive to your responses? Never forget that as you are reading and sensing him, he is reading and sensing you.

ASK YOURSELF:

• What does his voice tell you?
• What about his use of vocabulary and language?
• What is his attitude? Interest level?
• Is he rushed or evasive?
• How does he perceive you?
• Are you perceived as a professional consultant there to assist with empathy for his concerns?
• Are you perceived as a slick salesman looking for a quick close?

DELIVERY

     Absorbing comprehensive product knowledge and proven sales techniques are only as effective as the delivery of that information. When considering your voice, always be aware of your modulation. Avoid sounding tired or monotoned. Be aware of your speech patterns and think consultatively.

SETTING UP A YOUR OWN TIC SHEET

     A Tic sheet is a journal of sorts with a list of all of the business that you have made contact with and the disposition of each call. You will want to keep a detailed record of each and every call and contact you make to allow for future follow-up.

A SAMPLE PROSPECT TIC SHEET

DATE CALLED:
9/29/04

NAME / ADDRESS / TEL:
Ron Morris
72 High Street
Barville, N.J. 19856
Tel: (506) 392-1258
Fax: (506) 396-2116

DISPOSITION:
Needs 2 mo

FOLLOW-UP DATE:
10/2/04

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