Cold Calling: Your Feedback on a Script

By Leslie Buterin | June 24, 2009

Just received an email from CB.

I asked if I could post his email and give subscribers a chance to comment. He said, “No problem, just don’t mention my company’s name.”

Glad to oblige! Same goes for you. Know that I’m glad to mask company name and any personal information. After all, the goal is to help you move forward not get you thrown up against the wall by the legal department.

WANTED - you comments giving CB feedback on his script!

CB says,

“I am an avid follower of your site and on Twitter as well. I work for the US market and pitch our company’s Finance & Accounting services to the manufacturing companies there. We also hold a Webinar once in a month to give the prospects a feeler about outsourcing F&A services and the area’s of engagement.

My challenge is the same old; Missing motivation because of the difficulty to be able to reach the ‘C’ level executives. I am patient and confident when I talk to them, however my pitch doesn’t seem to work. It looks like this;

‘I am calling from ACME International and would like to have a discussion about strategic sourcing. Is it a good time to talk to you for a couple of minutes?

ACME International is an IT & BPO company headquartered in Chicago. We are a global $200 million company with 5000 employees providing IT consulting & BPO services to clients from around the world. We are a part of Internationale’s $3 billion group.

The intention of my call was to discuss our F&A service offerings like AR/AP, Accounts reconciliation, Expense Reporting, Order Management, Fixed Assets Management, General Ledger/Reporting. Our current clients include (Names of some clients & a testimonial of what we’re doing for a couple of Fortune 200 companies)

Our Sales Director is very keen to have a short tele-conference with you, say for about 15-20 min where we could formally introduce ACME International and discuss our capabilities in the F&A domain, explore the areas of engagement and how we could add value to your organization.

Is there any particular service or engagement area that you would like the call to be focused on?’

Get contact details and confirm appointment. I also need to know what time and day of the week is the best to reach them.”

Thanks in advance for sharing your hard-earned expertise!

Leslie Buterin (like butterin’ bread)

Topics: Cold Calling Scripts, Uncategorized | 17 Comments »

Cold Calling Update

By Leslie Buterin | May 25, 2009

Just in case you were wondering - no, I haven’t fallen off of the face of the earth!

Outside work; consulting with clients and treatment for Lyme disease are about all I have had time for in the past few months … and as you will soon see I have fit in some writing time.

If you have a quick minute would you be so kind as to stop by our two new sites and let me know your questions about the site page; your comments; and thoughtful feedback?

http://www.Cold-Calling-Top-Dogs.com is beginning as an information site. I sure would appreciate your thoughtful feedback on the current pages … I can easily expand upon what is written with your thoughts as to what else should be included.

http://www.TheLymeLady.com is a revision of an old site. Every single cold calling client that I talk to has a family member or knows someone who suspects they may or actually do have Lyme disease. If you are interested in this subject thanks for your feedback on this site too!

Best,

Leslie Buterin (like butterin’ bread)

Topics: Cold Call Resources, Books & Interviews | No Comments »

Cold Calling All Day?

By Leslie Buterin | March 12, 2009

Question:
Hello, I work for a mtg co. and i do cold calling all day! Asking the person if they are wanting to refinance their home … it’s so hard.

Can you help me out! What can I say!

Judy

Answer:
Yours is a troubled industry to say the least! It is a bit like being in the Oil industry when gas prices are high. Everyone wants to take his/her frustration on the guy behind the register! Still there are many who need and want your services and your job is to find them.

Considering that your day is filled from beginning to end with cold calls - my comment is going to leave you thinking that I must live on another planet. With that at risk - here is my counsel.

Reduce the number of calls you make each day. If there is any way you can reduce your call list to 5 per day do it. At the very least reduce your number of calls in half.

Here’s why…

When you make cold calls from the moment you walk through the office doors right on through to the end of the day, the people you call become nothing more than a task to scratch off of your To Do list. When you make a few calls, you will have an easier time connecting with the human being on the other end of the line.

This is important. NO ONE likes to feel used and abused by a telemarketer at inopportune time. That is precisely what your prospects will feel like when you call them one right after another– worse yet you won’t feel “clean” about making the calls. You will feel as though you call is intrusive and unwelcome. With your call load — how could you possibly feel anything else?.

Your mindset will “travel” over the communication line in the sound of your voice, with your pacing, and with your attitude. So, make sure you put your best foot forward … even if your best foot is your voice-pacing-and-attitude. Reduce your daily call volume significantly so that you, Judy, can genuinely connect with each prospect you call.

You also asked about the words to say. I’ve made several posts to that topic — look in the lower right-hand portion of this blog to read-up on the subject. Then, if you still need help with words - consider a coaching package of two, 30-minute sessions - so you can be on your way to success sooner rather than later!

Best,
Leslie Buterin (like butterin’ bread)

PS. For even more help on “what to say” check out the Downloadable Webinar - Crafing the Compelling Script on the right side of the blog under Cold Call Training Links.

PPS. Prefer one-on-one help? Use the leave a message box on the left side of this blog to inquire about coaching calls.

Topics: Cold Calling Tips | 5 Comments »

Terrified to Pick Up the Phone? You’re in Good Company!

By Leslie Buterin | March 9, 2009

Question:
I am just starting a small company. Mobile windshield repair. I want to start cold calling all the local companies with fleets of vehicles.

I know they can save a ton by using my services but I am an introvert and am absolutely terrified to pick the phone up, even though I know I will fail if I don’t.

Any recommendations?

Joe

Answer

Joe, thanks for your question! My brother owns a couple of incredibly successful Used Car lots in town and his companies save a bundle using the services of companies like yours. When hail storms hit, as they do in the Midwest - mobile windshield repair does even more business than usual. So, as a first suggestion, be sure to add Used Car lots to your prospecting list.

There are many reasons the phone triggers a fear response. Believe me you are not alone in dealing with this issue. Yours truly had the very same problem as I began cold calling more than a few years ago!

You got into your business for a reason - and it is usually easiest to go back to your roots as you build cold calling confidence. So, for example, if your last job was with a glass company, call your last employer and other glass companies to see how they can benefit from your experience and your new found mobility.

You will be calling “your peeps” … people who think the way you do … and that will reduce a lot of anxiety.

Secondly, be sure to focus on the people you call rather than on your discomfort with cold calling.

Fear stems from the thought “what will people think of me?” So, tell yourself “no matter what they think, I am going to do my best to take care of them”. When you are focused on how you can help others you will be surprised how fear dissipates and is no longer a factor.

I have a lot of favorite sayings that come to mind when I am faced with adverse situations. This one helps me get rid of fear:

“Fear knocked at the door.
Faith answered.
There was no one there.”

Best,
Leslie Buterin (like butterin’ bread)

PS. If you want more in depth coverage of the topic of Fear you may want to listen to a webinar I conducted on that very topic - look on the right side of the blog under Cold Call Training Links for the Webinar -Conquering Cold Calling Fear

Topics: Cold Calling for Introverts | No Comments »

How do you find the right decision maker to begin with?

By Leslie Buterin | March 4, 2009

Question:

How do you find the right decision maker to begin with?
Jim

Answer:

Thanks for the question Jim. I am so used to top-down prospecting that I forget many of our readers do not realize that is what makes this approach so powerful.

My counsel is to always call the Top Dog first.

If the top executive has assigned someone else to make decisions on your kind of product/service then that executive’s gatekeeper will refer you to that person – even connect you to that person via a 3-way call so there is no mistaking where the referral came from!

Your cold calls can quickly turn into a warm-to-hot introduction from the President of your prospect company to the appropriate decision-maker when you faithfully practice top-down prospecting.

Best,
Leslie Buterin (like butterin’ bread)

Topics: Cold Calling Tips | No Comments »

Categories Of Buyer Resistence

By Jonathan Farrington | February 27, 2009

Leslie’s Guest Sales Expert Spot

It is not enough to know whether people are for or against you and your ideas and proposals. The people you want to influence can be divided into nine categories

Those who:

• Covertly disagree

• Openly disagree

• Comply – reluctantly

• Remain undecided

• Have insufficient information

• Are not able to see a need

• Need to think it over

• Consider it the wrong time

• Have to refer the decision to others

You will need a different strategy depending on what stage the person to be influenced is at. Be realistic about your chances – it is unlikely that others will move from open disagreement to active support. The best you may achieve is to move them to neutral. But that’s victory!

Covert Disagreement

‘Well, Ok, if that’s what you want.’

Thinks to self: ‘What a load of nonsense – I’m not doing that.’

These people are actively working against you. Gently transform their energy into a willingness to talk openly about their concerns. Once you have done this, you can then:

• Work to build rapport and a positive relationship
• Stress areas of agreement before moving onto areas of disagreement
• Use humour and positive anecdotes
• Meet regularly to develop a working relationship
• Respect their position, promote your own

Open Disagreement

‘Hmm – it might be possible, but I doubt it…’

People who disagree need time to come around to your way of thinking.

• Support your statements with proof and evidence
• Use statistics and numbers accurately and appropriately; avoid trickery
• Be clear about areas of agreement and disagreement
• Ask little and get it, rather than a lot and be turned down
• Demonstrate ways in which you understand their viewpoint
• Show that you seek a win-win outcome

Reluctant Compliance

‘Well, if that’s what you want, that’s what we’ll have to do.’

Link your point of view to the compliant person’s feelings, values and concerns to move him or her towards actively supporting your ideas.

• Stress connections between your proposal or position and the person’s interests
• Avoid complex arguments
• Focus on simple and vivid points and benefits
• Be prepared to repeat these in many different forms
• Stress mutual benefits
• Point out mutual losses, if your ideas aren’t accepted

Undecided

‘I’m just not sure it will work.’

Work to tip the scales in your favour.

• Focus on your side of the issue
• Re-state mutual benefits
• Minimise/solve problem issues
• Support your case with expert evidence
• Cite cases when similar proposals or ideas have been successful
• Break your proposal down into small, more acceptable action items
• Follow up (in writing?) to avoid the person slipping back into indecision

No Information/Insufficient Information

‘I need more background information before I can make a decision.’

Find out what information is missing or needed.

• Back it with proof and evidence
• Avoid swamping the other person with too much info
• Invite questions and requests for clarification
• Get the person to agree that the information is sufficient and acceptable
• Make your information lively and attractive

Not Able To See A Need

‘I just don’t think we have a need for that right now.’

Acknowledge need is the bedrock of acceptance.

• Conduct more detailed fact-finding
• Get agreement along the way that needs exist
• Ask what may happen if these needs remain unfulfilled
• Illustrate how similar needs have been met for others
• Create a summary of the specific benefits of your suggestion

Need To Think It Over

‘Hmm – I must give this some thought. Can you come back next month?’

Some people do need time to think things through. Establish aspects of the idea they need to think about: ‘What exactly is that you want to think over … (Don’t pause here) … is it x, or y, or z?’.

• Reiterate the main benefits of your proposals
• Clarify any misunderstandings
• Solve any remaining problems or issues
• Make positive use of any delay
• Provide a written summary of your ideas and the benefits

Wrong Time

‘It’s a bad time for us to be making decisions like this.’

Assuming this is a genuine and not a delaying tactic, you can use the waiting time to your mutual advantage.

• Ask when would be an appropriate time
• Use the time delay to road test your ideas, organise a dry run, double check your plans

And Finally: Referring The Decision To Others

‘I’ll need to have a word with my partner and come back to you.’

You should already have established that the person you are attempting to influence has the authority to say yes.

In which case, ask ‘Are you happy with what I am suggesting?’ If the person is happy, suggest that you both take the issue to the higher authority and work as a team to get final agreement.

My thanks to Leslie for allowing me to share some thoughts and ideas with you here on “Leslie’s Guest Sales Expert Spot” Good selling!

Topics: Overcoming Sales Objections | No Comments »

Why Buyers Resist & Object

By Jonathan Farrington | February 25, 2009

Leslie’s Guest Sales Expert Spot

To handle resistance to your ideas and influence, you will first need to pinpoint exactly why there is an objection. Typically, people object or resist because they:

• Don’t fully understand your proposal

• Misunderstand it

• Don’t feel a need to go ahead

• Don’t recognise the benefits and advantages

• Don’t believe your claims

• Are happy to remain as they are

• Genuinely need time to think things through

• Don’t trust you

• Display general inertia

What Type Of Resistance?

Objections and resistance usually come in three identifiable forms:

A condition is a genuine, non-negotiable reason why someone can’t go ahead or agree to your proposal (eg: company policy, legal reasons, a contractual obligation).

An excuse or a put-off, is usually made because people are not convinced of the benefits of your ideas. Excuses cannot be answered – conviction is the only solution.

A real objection can include lack of money or resources, time constraints, happiness with the status quo.

Strategies & Tactics

Resistance can be very frustrating. You are anxious to get on with things and it is hard to see why others are stonewalling. This is the moment to back off and take stock.

• Listen carefully to what they are saying to you.

• Watch their body language – does it contain any hidden messages?

• Step into their shoes; try to see things from their point of view.

• Consider what would have to happen for you to be convinced?

• Plan your responses carefully.

• Take time to construct carefully thought through responses.

• Check that you have provided acceptable responses to doubts and fears.

• Seek areas of agreement and stress them, minimise areas of disagreement.

Categories Of Resistance

It is not enough to know whether people are for or against you and your ideas and proposals. The people you want to influence can be divided into nine categories and in Part Two of this post, which will be here on Friday for you, I identify them, so be sure to join me.

Topics: Overcoming Sales Objections | No Comments »

There’s Nothing Like This!

By Leslie Buterin | February 13, 2009

I need to interrupt your day for a minute with an important update! An update on TSE 2.0!

You’ll want to listen in on this quick 5 minute audio from my friend and colleague Jonathan Farrington, the
Chairman of The Sales Corporation

Listen here

Best,
Leslie Buterin (like butterin’ bread)

Topics: Cold Call Resources, Books & Interviews, Cold Call Training | No Comments »

Run Don’t Walk!

By Leslie Buterin | February 10, 2009

Today, the doors open – on an offer that has the potential to save you thousands of dollars, increase your sales exponentially, and perhaps best of all give you peace of mind in the midst of a downward spiraling economy, massive budget cuts and increased sales quotas!

At noon PST … maybe even a bit before run, don’t walk to here .

Best,
Leslie Buterin (like butterin’ bread)

Topics: Cold Call Resources, Books & Interviews, Cold Call Training | No Comments »

Tomorrow’s BOLO!

By Leslie Buterin | February 9, 2009

Be On the Look Out (BOLO) for a message from me in your Inbox - or on this blog first thing tomorrow morning.

If you do not see an email from me – check your spam filter; leave a message on the left side of the blog or “reply” to this message immediately—so I can get the information to you post haste!

Tuesday, there will be massive buzz in the sales world. You are not going to miss out – not on my watch.

When this important email arrives, read it and take action.

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Cold Calling: Your Feedback on a Script

Cold Calling Update

Cold Calling All Day?

Terrified to Pick Up the Phone? You’re in Good Company!

How do you find the right decision maker to begin with?

Categories Of Buyer Resistence

Why Buyers Resist & Object

There’s Nothing Like This!

Run Don’t Walk!

Tomorrow’s BOLO!

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