Fear of the phone is real. We see it every day with our coaching clients.

 

What makes people afraid of phone sales?

Fear of the unknown.

What are they going to say?

What if they say something I’m not prepared to answer?

 

This is a legitimate concern. The person on the other end of the phone doesn’t have a script. They can say just about anything they want. You need to expect this.

While this can be unnerving at times, this can and should be used to the salesperson’s advantage. The unique responses from a prospect will give insights into their behavioral style, which tells the salesperson what that prospect values and their priorities. Once the sales person knows what their prospect values, they know why they buy and the benefits the prospect is looking for. The salesperson can then adjust their pitch to accommodate those needs.

But, wait! That sounds like manipulation!

Not quite. Different behavioral styles buy for different reasons. Different people are looking for specific benefits your product or service provides. Luckily, your product or service provides many different benefits. Because of this, your product or service may serve to accommodate differing benefit needs, you just need to know which ones to highlight.

For example…

Let’s say I sell healthy protein food bars. There are lots of different benefits that this product provides. A few of these might be increased energy, increased health, convenience, and quality ingredients. These are all true benefit statements. However, not every behavioral style will purchase based on any one benefit. They will purchase based on one or two specific benefits that match what they prioritize. You just need to know which benefits to highlight.

So, for a task-oriented individual…

A task oriented individual prioritizes work and results. When selling to this type of individual, focus on the benefits of your product or service that will speak to this priority.

  • These protein food bars will give you increased energy that will keep you productive throughout the day.
  • These protein food bars will improve health so that you don’t get sick and lose valuable time at work.

For a people-oriented individual…

A people-oriented individual prioritizes people and feelings. When selling to this type of individual, focus on the benefits of your product or service that will speak to this priority.

  • These protein food bars will keep you and your family feeling happy and healthy.
  • These protein food bars taste great and are enjoyed by lots of people!

This is why you need to know ALL the benefits your product/service provides. All of these are TRUE benefits.

 

The art of sales is knowing which benefits to highlight based on what benefits that individual is going to purchase.

 

We don’t need to be afraid of the organic responses of prospects. Look forward to what these responses can tell you about the client on the other end of the phone.

 

3 common sales call responses

After thousands of phone calls over 20+ years, there are 3 common sales call responses that we have encountered again and again. These are questions you need to be prepared to address and know the correct way to respond. Some of these questions can derail your call if you don’t know how to handle them by getting you stuck in the weeds.

Here are the 3 common sales call responses,
what the best response for each, and why.

Can you tell me more about what you do?

This is a question that could get you off track down a rabbit hole. The point of the call is to give a benefits, client-centric statement that qualifies the prospect and generates interest. This interest should be a catalyst to book an in-person appointment. In an average company, 7 people are involved in making a buying decision. The point of the call is not to sell, it is to book a direct appointment to start the selling process. Getting into the weeds of the what and how reduce clarity of the original pitch. Keep it centered on the why benefits statement and explain it would be better to meet with them in person to explain better what you do.

How much do you charge?

According to ninjapreneur.com, based on customer psychology, price is not a factor for buying decisions. Price is NOT a factor. The point of the call is to book the appointment after you have established the benefits of your product/service. Price can be a barrier that will keep you from ever being able to build rapport. It is impossible to build lasting rapport over a 5 minute phone conversation. Save the pricing information for a formal proposal if they request it AFTER the meeting. The meeting is used to establish their pain, establish your product/service as the best solution, and build trust and rapport. The price of the product is a negotiation saved until later contacts.

Can you send me an email?

Do you feel like you can truly tell someone what you do over email? Can you build rapport (know like trust) over an email? According to SalesForce.com, 57{db95e0fd77ae6d141d4535e2bf7b464d98e4151322120f553d7786be9a7303be} of individuals will NOT open a sales email. If it doesn’t end up in the spam folder on its own, then people usually view these types of emails as possible spam.

In addition, think about what an email focuses on. An email generally will outline features and price. As we talked about under the first two questions, these are not the aspects of the product/service that need to be focused on during the initial contact. We start by focusing on benefits and developing trust and rapport. That is the beauty of booking an in-person appointment. An appointment give you the opportunity to reveal the prospects pain, focus on the client-centric benefits and solutions you provide, and build rapport. This cannot be done through email.