Sales/Marketing Tips From The Front Lines

Today we discuss a few more specifics regarding handling incoming phone calls.  A lot of this will sound like a cliche, and quite frankly, you’re right.  But there’s a reason they became cliches - they’re accurate.

Never talk price on the phone - This is obviously not applicable to fixed price type items.  But when dealing with negotiable prices, “big ticket” items or customized solutions where the answer to “How much is it?” isn’t just one exact number, giving out a price on the phone is often the start of a downward spiral on your sales process.  Even something as innocent seeming as “Prices start at……” locks a prospect’s brain.  The moment a price exceeds what you spoke of on the phone, you’ve lost the sale - because the customer automatically assumes you lied to them.  And now the “This happens every time I buy a Yahoozit!  They try to rip me off!” soundtrack begins to play in your prospect’s head.  Avoid the trap with a word track like, “Well Mr. Prospect, until you’ve visited our facility and we can determine the exact model Yahoozit to fit your needs, it would be irresponsible of me to quote you a price that might not prove accurate.”  Then make an appointment.

Smile when you’re talking on the phone - My first sales manager told me this, and I laughed at him.  I couldn’t understand what difference it could make - they can’t see me anyway.  Then he tape recorded me.  I was amazed.  When you smile while talking, it lifts the tone of your voice - and it’s detectable to the person listening to you.  You’ll sound far more enthusiastic, and your prospect will follow suit.

Take notes - I have a case of steno notebooks.  I go through them at a near alarming pace.  I love them, because they are large enough to be useful for taking notes, yet small enough to carry around easily - sometimes even in a jacket or pants pocket if the pocket is large.  And they become my “Daily Notebooks”.  Everything that happens in a day goes into them.  Lists of my outgoing phone calls, notes on who stopped by the office, to-do lists……..but most important are the incoming phone calls.  Every call gets recorded, no matter how menial it may seem.  I know who called, when, from where, and why.  I also record the action that the phone call requires, and when that is due.  Since the notebook is always with me, it’s very difficult to forget to return calls or collect information.  I have everything I need right at my fingertips. Do it - trust me, it seems like a lot of work, but the payoff in reduced stress and improved efficiency will be well worth the effort.

NEXT POST: Back into marketing for some hints on the most important variety of marketing……….

Now go sell something!