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• to determine if the follow up call is worth their time and YOUR time
How to achieve the objective: The Advance vs. Continuance
1. The Advance
i.
ii.
2. The Dreaded Continuance
Advance Example
“Mike, I’d be glad to send that proposal out to you…I can do that by tomorrow afternoon and what I would like to recommend is
that we set up Thursday…say 9:40…to review it in detail, answer any questions and determine the next steps, if any. How does your calendar look on the Thursday, the 17th at 9:40?”
How to Avoid Tire Kickers by Drawing a Line in the Sand (and thereby saving you time, frustration and discouragement)
When choosing a specific time for a follow up call be a little different and distinctive. Recommend times like 10:40 or 2:10 or 4:20 (i.e., on the ‘tens’). Do this because it is unique and sets you apart. It avoids the top and bottom of the hour appointments that EVERYONE sets (and breaks). It also implies that your call will be shorter and less time consuming which is encouraging to your contact. (Don’t be silly here. Don’t recommend times like 10:18 or 3:21)
- to position yourself as reliable, effective and efficient
5 Things You Must to Do If the Client is Not There
1. leave a message on time
“Hi Jeff, it’s ____ from _____ calling for our 8:40 appointment. Sounds like you might be tied up for a few minutes. I’ll call back in 10-15 minutes if I haven’t heard from you. In the meantime, my number is…”
2. call back in 10-15 minutes
“Jeff, it’s __ from ____ following up on our 8:40 appointment. Looks like you’re still tied up. Please give me a call when you’re free at ___ otherwise, I will contact you later today.”
3. ii. check with a secretary or other another pair of eyes (the bookend extension technique)
ii. Send an e-mail
1. call back in 4 hours (half a day)
- this gives the client time to call back and doesn’t position you as a pest
-leave a message
“Hi Jeff, _______ calling from _______. I called a couple of times today about the cost cutting proposal I e-mailed early this week, but as of yet we haven’t been able to connect. Give me a call when you can. My number is…”
5. Send an e-mail at the end of the day or the next day if you have not heard from the client
Subject: Sara, our 8:20 call
Hi Sara,
I just left you a voice mail message about our 8:20 call appointment to discuss candidates for the account management position and get your sales up and running again.
I’m not sure if you’re tied up at the moment or briefly delayed but could you please give me a call or send an e-mail when you can.
Step # 7: Create an EFFECTIVE follow up opening statement
Objective
- to make the call easier for the client to tune in
- to get the client to LISTEN and participate in the follow up call by reminding him/her of the pain or gain
- to differentiate yourself from others
4 Steps to Creating an Effective Follow Up Opening Statement
Step #1. State your full name
Step #2. State your company name
Step #3. Remind your client about the pain or the gain that prompted this follow up
Step #4. Provide an agenda
Examples
“Brian, it’s ________calling from Windward Petroleum. Brain the reason for my call is follow up on the quote I sent to help reduce the time and cost those fuel spills you’ve experienced in the past. What I’d like to do is review the proposal, answer any questions you might have, and determine the next steps if any…”
“Kathy, This is _____ calling from _____. Kathy, I’m following up on the proposal I sent you about increasing the productivity of your team members…What I would like to do is…”
“Hi Pat, it’s ______ calling from _______ . Pat, when we spoke last you indicated that you were not happy with _______ and that it was costing you _____. I promised you I would put together some ideas that could help eliminate/reduce/ improve ____. I’ve done that and what I’d like to suggest is…”
Most clients are starved for time. What this really means is that you have to make this follow up call worthwhile for your client. You do this by cutting to the quick; by reminding them why you are calling and ‘what’s in it for them.’ Don’t beat around the bush. Reassure them that you are not wasting their time by providing an agenda. It lessen the length of the call by keeping it focused…and it increased your chance of achieving your sales objective.
For over 16 years, Jim Domanski has been president and CEO of Teleconcepts Consulting and is considered one of North America and Europe’s foremost experts in the field of business to business tele-sales consulting and training. With clients around the world, Jim has pioneered some of the most innovative and successful tele-sales strategies in today’s marketplace
With well over twenty years of practical, “in the trenches” experience as a consultant and trainer, Jim has written three highly successful books on tele-sales strategies and tactics Direct Line to Profits, Profiting by Phone and Add On Selling) A fourth book, Tele-Sales Coaching, is due in the autumn of 2006.
He is also the editor and publisher of the highly acclaimed weekly e-newsletter Tele-Sales Vitamins. A prolific and witty writer, Jim has written hundreds of articles and has been featured in numerous newspapers, newsletters and magazines including Marketing Magazine, Advertising Age, Tele-Professional, Sales and Marketing Management, Selling Power, Profit Magazine, Business by Phone and Canadian Business and has appeared various radio and TV programs.
As an international trainer, Jim Domanski has implemented some of the most unique and effective tele-sales training programs in North America and Europe . By blending humor with hard hitting, practical tips and techniques, his seminars are thoroughly dynamic, highly interactive and extremely effective. Attendees consistently provide rave reviews about the material and content of all Jim’s training programs. A certified professional speaker.
Clients include (among others)
SAP Franklin Covey First Energy CorpMolson Breweries Softchoice Corporation Bell CanadaEmory & Co. Bank of Montreal Canada PostSwedish Eco. Comm. CDI Computers Techno TradeShell Canada Grand and Toy Toronto DominionAnalgesic Healthcare Multiple Plastic Devices Multi-ChemTAB Toronto Argonauts Ask MeridianDiscus Dental Century Spring Clement CommunicationsJapanese Tel. Ass. Trimega Corp Educational ResourcesEdwards Medical Prophix Software Softchoice CorpMeridian Consulting Shire Pharmaceutical Glaxo Smith Kline
Jim lives in Ottawa, Ontario, is married with two boys. He is an accomplished cook, a competitive BBQer, a voracious reader, a Civil War buff and a collector of edged weapons edged weapons.