By Josiane Feigon
In today’s new normal reality, connect rates are dropping. The customer sees the phone as a rude interruption, yet we continue to robo-dial in hopes of getting a LIVE person on the phone. And in those valuable six seconds when your prospect picks the phone only to hear the inside sales rep waste that live call because they were not prepared.
Ouch! Today’s customers are not forgiving when a live call is wasted. Even when it’s not, they seem to vanish; disappearing into the ozone, never to be found again. There is nothing more frustrating than watching a rep dial and dial and dial and finally get a live call and unfortunately waste that live call.
Here’s how live calls are being wasted because of weak openings:
This generic opening annoys the customer so much because they’ve heard this before, so the customer shuts down. This happens when the salesperson has made hundreds of calls that week and their tone is flat and their opening is very generic.
Their opening will sound startled, something like this:
“Hi, this is Susan with VanillaSoft, I was just calling to introduce myself.”
“Hi, this is Susan with VanillaSoft, I was calling to check to see if you have any projects going on that I could help with.”
No matter how busy our prospects are, they really appreciate a salesperson who comes in prepared with a strong opening sales statement that tells the prospect exactly why they are calling and what they want out of the call.
Here’s an example of a strong opening:
“Hi, this is Susan with VanillaSoft and the purpose of my call is to introduce myself, learn about your needs to see if there is a potential match. By the end of the call, I would like to us to identify a few people on your team we can invite to an upcoming event.”
“Hi, this is Susan with VanillaSoft and I wanted to thank you for downloading our trial eval. My goal is to better understand your interest in our solution and by the end of our call today, I would like schedule a brief appointment with one of our technical engineers to review your needs.”
The difference between the weak and strong openings is the stronger call objective tells the prospect exactly who you are, why you are calling and what you hope to accomplish. The most important part is wrapping it up by saying “at the end of the call” because this provides you with immediate control and earns you more time on the call.
Notice the difference? The strong opening earns more time and creates more accountability on the call. The delivery has a strong tone and pace. The tone is friendly, approachable, authoritative, conversational and confident. Your pace should not be too fast or too slow but sound more conversational. It does not sound generic or rehearsed.
Script your opening sales statement using this formula and you’ll see how much more time you will earn. What you’ll include is your name, your company, the reason for calling, your goal and what you hope to accomplish by the end of the call.
When you come in with more= you will walk away with more.
About the Author
Josiane Feigon is the President of TeleSmart Communications. She is a pioneer, maverick, and visionary in the inside sales community. Consistently recognized among The Top 25 Most Influential Inside Sales Professionals, Josiane is one of the world’s leading experts on inside sales team and management talent.