1. Selling on the phone Sales gym Logo

2. Overview of today’s workout TimeContentMethod / Person 10 minutesWelcome & objectives Trainer led 10 minutes Advantages of selling on the phone Group activity 5 minutesPAIDA phone sales model Trainer led 20 minutes Planning for calls - Planning activity Trainer led Group activity 25 minutes Opening the call - Opening the call activity Trainer led Group activity 20 minutesGetting client’s interested Trainer led 10 minutesBreak 10 minutesPitching to clients Trainer led 10 minutesClosing the call Trainer led 50 minutesLive calls to clients Group activity 10 minutesCool Down Trainer led

3. Why selling on the phone is so important Statistics: based on research from the recruitment industry Email – 1.5% success Telephone – 6% success Mail Shot – 1% success Telephone & Email – 10% success +

4. Why is selling on the phone much more successful than email or mail shots? You get to speak with the client Build better rapport on the phone You can persuade more effectively on the phone Opportunity to question and learn more on the phone Ability to respond to objections / push-back You can get a direct answer on the phone...no waiting as with email or mail shots It’s a quicker process

5. Attributes of effective selling on the phone 1.Ask questions 2.Get commitment – if you don’t ask you don’t get 3.Prevent objections by asking, not telling 4.Set realistic objectives 5.Send literature only when the client / opportunity has been qualified 6.Establish trust with clients 7.Listen to the client 8.Have a good ‘telephone’ image 9.Review the call made and make changes before the next call 10.Pitch later in the call

6. Simple structure to follow for phone selling – ‘PAIDA’ P lan A ttention I nterest D esire A ction Research; Objectives Game Plan; Objections Introductions; Opening Statements WIIFT; The Hook Questioning Listening Pitching Keeping it relevant Getting the right outcome Moving the opportunity forward

7. Planning before a call Company website, their business, competitors, suitability of the client Purpose of the call What do you hope to achieve by the end of the call Realistic, best case, worst case objectives Who will be the right person to speak to How will you open the call What questions will you ask What possible objections might you get How will you answer them Rehearse them PLANNING Research Objectives Game Plan Objections

8. Objectives: Why are you calling them? Discuss an opportunityTo meet with them To follow up on somethingTo make money

9. Objectives: What can you offer them? Insights into their marketIdeas & innovation Ways to ↑ staff satisfaction↑ Revenue, profits, sales

10. Set clear objectives for every call – what is the outcome you want? 10

11. Game Plan - decide on the best strategy to achieve your objective Cold Call Use your boss Get an introduction

12. Anticipating objections 1.Put yourself in the client’s shoes ― What possible objections or concerns might they have? ― Write them down 2.Now as the sales person ― How would you manage these? ― Practice your responses

13. Getting their Attention Introduction You and your company Why you are calling Reference ‘trigger’ for call Opening Statement Create anticipation – WIIFT / the hook Keep it concise – 45 seconds A ttention

14. Attention - make your calls come alive Normal WordsDynamic Words Good Wonderful, Exciting, Fantastic, Superb, Outstanding, Incredible, Marvellous Interesting Amazing, Riveting, Fascinating, Original, Vibrant, Stimulating, Invigorating, Extraordinary Value for money Affordable, Cost Effective, Economic, Money saving, Inexpensive, Return on assets / Investment Useful Essential, Convenient, Beneficial, Necessary, Advantageous, Helpful Skill Talented, Expertise, Competence, Knowledgeable, Proficient, Ability, Deftness Problem Issue, Concern, Obstacle, Difficulties, Puzzle, Doubt, Dilemma, Uncertainty into

15. Activity – get the attention of your clients Work individually or in pairs Think of a client you need to call:  Why – what is the purpose of the call; the trigger for the call  What are going to talk to them about – What’s In It For Them and what is your ‘hook’? Now script your Opening – the first 45 seconds of the call

16. Gatekeepers...

17. The role of the Secretary / P.A Make their boss happy and hit their goals Manage their calendar Distinguish IMPORTANT meetings Keep out the other 95%!

18. Approaching the Secretary / P.A Make it easy for them to let you through Be polite, jargon free and be clear Treat them with the same respect as the person you want to speak to The benefits to the their boss are…. Be prepared to chase Don’t give up - PPP  Polite Persistence Pays!

19. Have answers to the common objections from P.A’s They are too busy Send a letter or email stating what you want Speak to … instead (another department / person) They are not interested Activity - How would you handle these?

20. Interest - guidelines for creating interest The client should talk moreWe should question more 2 ears, 1 mouth – that ratioFocus on listening better

21. Interest – appeal to their buying motives Increase revenue Decrease costs Increase quality or output Decrease effort Increase ROI Power: gain control Approval: another person’s happiness Recognition: desire to lead, be unique, innovative or visible Respect: acknowledged for doing this Business Motives Personal Motives

22. Interest – focus on asking more questions Asking Q’s Solution Closing Time spent in a traditional sales call Asking Q’s Solution Closing A better approach

23. Interest - build the size of the issue Don’t perceive an issue Minor issue An issue, but not a priority Serious issue – now a priority I now want or need to resolve it Client Pain-Meter

24. Interest - Listening Techniques Intentional Listening for specific information – linked to questions you’ve asked Responsive Encouraging client to share more by information using words, sounds, body language – showing interest in what they are saying

25. Listen for buying signals Asking Client asking for information – “how would that work for me?” Positive Response Responding positively to questions you have asked – “it could increase sales and would certainly make us a national retailer”

26. Desire - principles for creating Desire Get the timing right  Don’t try and sell too early  Instead get them wanting to meet you / buy from you Make the solution relevant  To the individual  To their specific need Ask questions to test the benefit or value the client sees from the product / service you’re offering  “What benefits do you see from …..?”

27. Desire – timing is critical Buying situation No buy situation Cost of solution Seriousness of problem The power is not your solution – the power is when you talk about your solution!

28. Desire - timing is critical (2) Buying situation No buy situation Cost, time & hassle of doing it Benefit to the client The power is getting them to realise the benefit for themselves – not you simply telling them!

29. Desire - keeping it relevant Confirm client issue(s) and articulate how you would help (your sales pitch) Ask questions during the pitch to test the value or benefit they would see in ….. Reference your capability / provide examples of where you have done this before Present your approach and timeframes Discuss relevant pricing etc.

30. Action – guiding principles Propose the outcome you want to happen  A meeting  A referral  An agreement to purchase / trial Get commitment from the client  Better to get a “no” now than be taken for a ride  Challenge the client (in a nice way) if they aren’t committing

31. In summary, when on the phone Do Be calm Be prepared Have a purpose Be persistent & fearless Put an hour+ aside a week for these types of calls Smile...it comes across! Don’t Speak too quickly Pitch too soon Talk too much Be arrogant Leave voicemails Give up!

32. Live calls 1.Think of some sales calls you need to make Meetings to set up Chase a client to do something Make a sale / cold call 2.Individually plan for 3 of these calls Use the Opening Statements from earlier 3.Break into teams of 3-4 people 4.Make live calls to clients with your team members listening in 5.Get feedback from colleagues 6.Repeat the process with different team members on the phone

33. Cool Down

34. Selling on the phone Sales gym Logo