June 18th, 2020

Top 10 Tips for selling over the Phone

Every time I made a call I learned how to sell over the phone
Sales Manager
First of all, remember that in any organization, the sales department plays a crucial role in the success of the business. The unique and important role of sales is to bridge the gap between the needs of the potential customer and the products/services offered by the organization that can meet their needs. 

Here are some tips that will help you make a big impact on the success of your organization, as a sales manager:

#1 Get ready to Sell by Building Self-Confidence

''Confidence is the foundation for all business relations.'' - William J.H. Boetcker 

Being confident in the workplace enables you to be situationally proactive. Having confidence means knowing your worth and trusting that other will recognize, and especially your client.

To build your confidence in sales you should focus upon strengths 

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areas, replace negative energy with positive influences, learn from the success of others, master the fundamentals, keep an open mind, and learn from failures, 

Confidence is an integral aspect of establishing a relaxed atmosphere for cold calls. This means you have to focus on  improving yourself  but also think about some of the things you do really well. 

💬 Read this if you want to avoid objections in sales!

#2 Be natural

''The customer perception is your reality.'' - Kate Zabriskie

Every customer wants salespeople who sound natural, and not like a robot. A ''friendship'' vibe during the call between the seller and the buyer is the most effective way to increase your sales.

To become a ''Natural'' at sales try to:

  • Get over yourself. Fear is a trick that we play on ourselves as we are pre-wired to protect ourselves against things that we think might hurt us . Prepare for the worst, but do not execute as the worst will. Even at its worst, rejection or any other type of fear is merely a passing feeling. 
  • Market like hell and follow up like an angel. The more efficient and systematic your sales funnel is, the more you can concentrate on doing the work required to deliver quality service. 
  • Smile loudly. People want to buy from people who are enthusiastic, happy - not the sad, depressed or lazy people. Find what makes you happy to serve, keep your sales flowing and watch them grow. 
  • Service, not sales. That's true. you are in sales, but no need to act like it - people don't like being sold to. Use your knowledge to become more of a consultant and less of a salesman, with the commitment to learn referenced earlier. 
  • Don't forget to ask. That's true: Ask for the sale. If you don't ask, then you're missing opportunities. The best seller never stop asking for the sale and never let that fear of refusal stop them asking. 

#3 Listen more

''Spend a lot of time talking to your customers face to face. You'd be amazed how many companies don't listen to their customers.'' - Ross Perot

Most salespeople are super busy, and sometimes they are not even ''present'' in the conversation. And this is the worst thing that you can do. By listening, you actually create the conversation to flow, and the buyer is feeling comfortable with you.

To become a good listener try to: 

  • Remember that whatever the customer says can
    help you closPink telephones 1440x1080e a deal and make money. 
  • Summarize all the customer has said after he's finished talking. This will help you figure out how well you understood everything and provide the customer with an opportunity to clarify if necessary. 
  • Ask questions during the call, but only after the client has finished 
    talking. 

#4 NO ''emm, ahhs, umms etc'' 

''Here is a simple but powerful rule: always give people more than what they expect to get.'' - Nelson Boswell

No verbal tics. Often it's the sign of uncertainty, that you are not sure what you are talking about. It's better if you take a brief pause. 
Some ways to get rid of the tics are: 

  • Stop speaking. Yes, it's not a joke and it's really working. Pausing when asked a question or between thoughts, without speaking, serves two important purposes: it will help you get started powerfully, and it will help you avoid using a filler word.

  • Slow down. Generally we are using tics, when when we're trying to give ourselves time to think. By slowing yourself during the speech, or call, you will give the monitoring part of your brain time to analyse what you want to say.

💬 How to get an YES ✔️ instead of NO ❌

#5 Use the customer's name at least three times in a call

''The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.'' - John Russell

Since people respond so strongly to hearing their name, you will get the full attention of your customer and they will continue to listen to your thoughts and suggestions more closely. Using a person's name makes them feel important and validated, strong feelings that you want to feel during any interaction with your client.

Moreover:

  • People respond so strongly to hearing their name, you'll get your customer's full attention and they'll tend to listen more closely to your thoughts and ideas. 
  • Naturally using your customer's name will build strong bonds that are hard to break. 
  • You''ll like more competent. A lot of people struggle to remember names, and if you can remember their name easily and correctly, you appear more competent in the eyes of your customers. Remember that first impression mean a great deal!
  • People love to do business with companies that remember their name and give personal treatment. Using a person's name makes them feel important and validated, strong feelings that you want to  feel during any interaction with your client. 

💬BUT, don't use the customer's name too often, because it can come across as insincere and condescending. 

#6 Smile

''Your smile is your logo, your personality is your business card, how you leave other feeling after an experience with you becomes your trademark. ''  - Jay Danzie 

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The old adage is ''smile while you dial''. Yes, I agree that sounds cheesy. But when someone on the phone is smiling, you can hear that. When you are on the phone, you are relying on aural cues, not just the words you're saying, but the sound, tone, and speed of the person's voice on the other hand. So while the customer may not see it, they can hear it. Smile does change the voice's  sound.

A great way to improve the quality of your calls, connect with a person you're talking to and make your working day more enjoyable, putting on a smile before you pick up your phone could transform your telemarketing success rate. 

If you want your company to be seen as optimistic, passionate and enthusiastic, it's a great place to start making sure your team smiles anytime they pick up the phone. If any interaction a company has with your firm is constructive, enjoyable, and fun, they are far more likely to feel a connection to your firm and you your product or service in the future.

💬 The simplest techniques do make the most difference at times. 

#7 Ask questions

''If you do not ask the right questions, you do not get the right answers. A question asked in the right way often points to its own answer.''  - Edward Hodnett

I would like to suggest you some ways of how to ask better sales questions:

  • It's very important to ask open and closed questions in the right order. 
    It's best to pose an open-ended question at the start and in the middle of the call. That way, you can continue tour conversation with the customer. Given the nature of a closed question, it can depict a sense of finality to the conversation

  • Ask questions at a time.
    Be sure that you ask similar questions within a near range of each other. The dialog is coherent in that way and you are not making it complicated for your prospects. 

  • Adapt your questions to the conversation .
    Don't try to focus to much on making a sale, because the discussion is also an opportunity for you top find out whether your products or services fit them and if you suit their needs.

  • Avoid following - up your question with your own answer. 
    Don't be patient when asking questions, and let them think about their answers. Even if you think what you're offering can help them figure out an answer, letting the question hang in the air is the best.
#8 Present solutions 

''If you define the problem correctly, you almost have the solution.'' - Steve Jobs

It's super important to keep your customer happy and satisfied during the call. If customers are unhappy, they won't just leave, but they will spread their experience everywhere. Besides that, your competitors might be happy for one more customer, that you just talked with. 

Coaching svg-01Remember that customers are not interested in the design of your product, but they are interested in what it does for them and how your product or service can increase their sales. 
The idea that I'm trying to share with you is that always be very attentive and watchful for what the customer is saying, in order to try to identify how your product might help them individually. 

#9 Apply ''verbal nods'' to the conversation

''The goal as a company is to have customer service that is not just the best but legendary. '' - Sam Walton

By using words or phrases that reflect good manners. Like this, you will keep you customer -advisor interactions respectful and consequently improve rapport. Moreover, verbal nods help to combat the silence on the call. I would recommend to use verbal nods it order to assure the client of your focus and understanding. 

Beside that, one more trick is to use courtesy words or phrases, like:

✔️In this situation, I would...
✔️Let me find out for you...
✔️If it's OK for you, I'm just going to put you on hold while I get some details for you...
✔️I'm pleased that I was able to help you |customer Name|, is there anything else I can help you with? 

Try to avoid phrases like:

It's a company policy...
❌I don't know...
❌Can you hold for a moment?
❌Thank you for your time today...

#10 Put yourself in the Customer's Shoes 

''Your customer doesn't care how much you know until they know how much you care.'' - Damon Richards

You need think of your business with an outside perspective, like your customer. If you want to build a great, lasting business, always take into the consideration the customer's perspective or opinion. It is crucial to continually demonstrate that you are thinking about your customers, by solving their needs or requirements.

A customer perception of your business is often the difference between happy customer's review and bad customer's review. Moreover, think about their types of problems they might have. It will help you to know them better and of course sell to them.

Putting yourself in your customers' shoes is a strategy that Adversus is using. Customer Relationship is very important for us, therefore every review and customer request is important for us.

💬 Read more about how to inspire your agents at your call center and get better performance. 💪

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