Great Telephone Sales Skills

sales_training_0.jpgHave you ever heard a true professional on the telephone closing a sale. It’s like poetry. There’s no anxiety – just a smooth flow as he steers the sales process. How do we obtain such sales skills? We can listen to the pros and do what they do! The following comes from a sales veteran controlling the call from start to finish. You’ll only hear the sales side, but that’s all you’ll need to get the gist. (Names, places, products changed for privacy)

Thank you for calling XYZ Corporation my name is Don how can I help you? Yes – that is currently available. The price is $1,000.

No, I’m sorry we would not be able to entertain an offer that low on a product of this caliber. You’re essentially asking for a 70% price break. I’ll be happy to work with you, but we’d need to be within market prices. Are you able to offer $850?

Well – $700 is a bit low. However, if I can get you approved today at $750 are you able to purchase right now over the phone. Great – what is the best telephone number and email to reach you. Thank you – and you can indeed purchase this today if I get you approved – Great! One moment while I check with my manager.

Ok – provided we can wrap this up now it’s yours at $750. What type of credit card did you want to use? Great – are you at your computer? Good – I’m going to send the information to fill out and we’ll get this wrapped up right now….Did you get my email? Good- I’ll stay on the line to ensure all goes smoothly and in case you have any questions. All set – wonderful and congratulation! Thank you for your business and please keep my contact information in case you have any questions or further needs!

The above was done with a positive, professional tone and attitude. Let’s review the basic sales techniques that are built into the conversation.

1) Sales Introduction: An introduction with the company name and your name is extremely important. People like to know they reached the right place and to whom they are talking. It also establishes you as a representative authority.

2) Saying No: He said no to the prospect’s low ball offer. He was kind, firm and did not waiver, hesitate or make excuses. He called the bluff.

3) Building Value: In saying no Don built value by referencing market conditions and the quality of his product. He used common sense logic implying the product’s market value which must be respected as a guideline. He did not get angry at the offer or worry about not getting the sale. He simply flipped the table. He also “asked for it” Are you able to get to offer $850? and thus controlled the negotiations and moved them in the direction they needed to go.

5) Negotiate: Don negotiated with the prospect, but on Don’s terms. Essentially, Don said “look, if I’m going to do something for you, you need to do something for me” i.e., commit to an immediate purchase.

6) Followed Through: Just because he got the verbal agreement, Don ensured the sale was completed. The extra time it took to do this is minimal in light of trying to chase people down when they don’t follow through. He also thanked the client for the sale and provided his contact information for any future needs.

By Theo

Comments

  1. I love it when it all comes together!

  2. Yes – there’s nothing like being in the zone!

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