This is a Guest post by Art Sobzcak.

“Show me the money Jerry!”
Rod Tidwell, character in “Jerry MaGuire”

Once into his questioning, the sales rep asked, “So you’re finding that the last stage of the manufacturing process is a challenge.”

Prospect: “Well, yeah, we’re having to do a few repetitive tasks to get it done.”

Rep: “We have software that can make that job easier and it’s only $5,000.”

Prospect: “$5000 just for making that part easier. That’s crazy.”

So what happened here?

The sales rep uncovered a problem. However, he was so eager to talk about how his product solves that problem, he failed to continue walking the prospect down the path to realizing what the problem was costing him. He didn’t see the problem as being painful enough in the short- or long term.

For most business-to-business transactions, it’s all about the money. The return on investment.

It’s pretty simple: you will always sell more when you help the prospect or customer understand the cost of the problem or potential problem, and then the payoff of the solution and/or the result of taking action

Dollarize the Situation

In his great book, “How to Become a Rainmaker,” Jeffrey Fox calls it “Dollarizing.” He says, “Rainmakers don’t sell fasteners or valves or washing machines or double-paned windows or tax audits or irrigation systems or training programs or golf clubs. Rainmakers sell money! The sell reduced downtime, fewer repairs, better gas mileage, higher deposit interest, increased output, decreased energy usage, more wheat per acre, more yardage per swing.”

When you analyze it, we buy thins because the price we pay for something is perceived as being less than dollar value we attach to the result. Our job, then, is to be sure they realize that the value of the result is high and the price is low.

The classic book, “SPIN Selling” uses the term, “Implication Questions.” It’s taking a problem that a buyer perceives to be small (or nonexistent in some cases) and building it up in a problem large enough to justify action.

Using the earlier example and dollarizing with implication questions we could get a different result.

Prospect: “Well, yeah, we’re having to do a few repetitive tasks to get it done.”

Rep: “What do you have to do?”

Prospect: “In the final stage, one of the operators has to go back and re-input the command codes to keep the line moving.”

Rep: “Please explain.”

Prospect: “He has to leave his main station, move over to the other console, input the codes he already put in, and then go back to his position.”

Rep: “How often is that happening?”

Prospect: “Geesh, over a hundred times a day?”

Rep: “Isn’t that slowing up the line and cutting down production?”

Without belaboring this, you can see where the rep is going with this, and ultimately would get the prospect to tell him exactly how much lost production is costing the company every day! Extrapolating that out over the course of a year might mean hundreds of thousands in lost profits. Now then, wouldn’t that $5000 software be a no-brainer?

Monetize and Quantify

Whenever you uncover a problem, a pain, or a desire, attach numbers and dollars to it. For example,

“How much is that costing?”

“How many?”

“How often does it happen”?

“What are the other expenses involved?”

There are hundreds of questions that could apply. Matter of fact, you should define them for yourself.

Your Action Item

Pull out a legal pad. At the top of the first page, describe a result of your product or service, such as, “High quality plastic, meaning fewer returns due to defects.” Then, list all the possible costs of returns due to defects for a customer, such as customer service phone time to take the call, cost of replacement part, all shipping costs, return of defective part, possible lost sales because of poor quality, and more. Finally, develop questions designed to get your prospects and customers talking about the problem. Take if further and brainstorm for their possible answers, then your next questions to keep them talking, and attaching costs to the problem, and the payoff for a solution. Rinse and repeat. Start new pages for each of your results.

Just think of what lost sales might be costing you now, and how much more you could make by doing this.

Art Sobczak has helped sales pros say the right things by phone for over 27 years.  Get a free ebook of tips at http://www.BusinessByPhone.com, and see more free sales and prospecting tips, hear recorded calls, and watch videos at http://www.TelesalesBlog.com

This is a Guest post by Art Sobczak.

“I leave voice mail messages all day long for prospects,” the salesperson bemoaned. “Why don’t people call me back?”

I didn’t need to listen to his calls to give an answer. The same reasons apply to all telesales people leaving voice mails. Pick any three (or more) of the following reasons:

• The message is too long. Grab their attention within 10 seconds or you’re “sixed” (or whatever their delete key is.) Picture someone picking up their voice mails in a busy, noisy airport; they don’t have time to listen to your life story.

• It’s not about them. They don’t care about you, your products, or that you’re their new “account manager.” And really, why should they?  They’re just like Toby Keith in his song, “I Want to Talk About Me.”

• You sound salesy. Mention that you have a new product, a service, that you want them to advertise with you, or that you want to meet with them, and you evoke the same resistance as when the retail store sales rep says, “May I help you?”  Face it: most people run the other way when a salesperson approaches them.

• Most people don’t return voice mails from telesales reps. News alert: They’re swimming upstream as fast as they can just to stay up with their daily piles of work. Very few say, “Oh, good. Another call from a telesales rep. Move that to the top of the to-do list.”

• You only called once. Even if someone returns the occasional voicemail, who do they call? Probably not the one-time caller. A buyer I interviewed told me that he never returns calls, and the only sales reps who have the remotest chance of even getting through his screener next time are those he recognizes as having left several interesting voice mails.

So is voice mail a lost cause for sales reps?

On the contrary, it’s a great tool to separate you from the majority of reps making mistakes. Here’s what to do:

• Learn about them first. Be a detective. Glean info wherever possible. Go to their website. Enter the company name and prospect’s name into search engines. Use LinkedIn and other Sales 2.0 methodologies. Read trade publications, your local Business Journal, and the ones in your territory. Then use that information in your message as it relates to how you might be able to help them get or avoid something.

• Talk to others in the company. Anyone and everyone. Continue your info-gathering. Identify yourself and company and say, “I hope you can help me. I’m going to speak with Ms. Byer, and I want to be sure that what I have would be appropriate.” Then ask questions.

• Be prepared. Voice mail is not new technology. It shouldn’t be a surprise that you will be asked to speak after the tone. So why not be dead-on prepared for what you’ll say?  (Just notice how many messages you get that begin with, “Uhhh.”) There’s no excuse to not be smooth and confident.

• Use a “possible results” statement. This is the grabber. Mention what you might be able to do for them. Personalization increases their interest level: “I understand you’re now looking at ways to increase the number of long-term leases at your Highland Park property. We specialize in some unique marketing methods that help property managers minimize vacancies…”

• Use a multi-media approach. Don’t rely on voice mail to carry the entire load. Back up your message with an email, a fax, a letter, or a message that you ask the screener to write on the pink message pad and give to the boss. And don’t overlook the lowest tech, but highest touch approach: handwritten letters.

• Say YOU’LL call back. You need to control the communication. It’s your responsibility to reach them. Tell them you’ll call back Thursday morning. Then DO it. But do give them options to reach you, leaving your phone number and email just in case they want to contact you.

• Use a “last resort.” At some point of repeated futility, depending upon their future potential and the size of your prospect pool, you need to punt and leave a final, firmer message. What is that point?  If you sell office supplies, everyone could be a prospect, so the magic number at which you let go would be smaller than for someone selling train locomotives to railroads. What to say?

“… I’ve tried several times to contact you about how we might be able to help cut your cost of customer acquisition by 20% like we have for B.O. Industries. If I don’t hear back from you I’m going to assume this is not something you’d like to discuss at this time …”

This often elicits a response (I’ve even heard apologies) from people who are interested and simply were too busy to reply.

While most sales reps are ensuring they never get through because of their voice mails, you can set yourself apart and pave the way for a productive conversation. Avoid these mistakes, use these ideas, and the sound of the tone will be like the music of a cash register!

Art Sobczak has helped sales pros say the right things by phone for over 27 years.  Get a free ebook of tips at http://www.BusinessByPhone.com, and see more free sales and prospecting tips, hear recorded calls, and watch videos at http://www.TelesalesBlog.com.

This is a Guest Post by Mark Hunter.

Do you really believe in what you are selling? This seems like a no-brainer, but you would be surprised how many salespeople I meet who do not really believe. They do not believe in their product or service, and they certainly don’t believe what they have to offer will meet their customers’ needs.

What does this have to do with phone calls? When it comes to making phone calls, the voice reveals a lot.  And I mean A LOT.  Actually, this isn’t just true when making phone calls; it’s true in all our verbal interactions.  As humans, we have a great ability to perceive when the content of what someone says doesn’t match the tone or other characteristics of their voice. (Sarcasm and false flattery are two examples, but I’m sure you could think of more). Unfortunately, as adept as we are at noticing this in others, we are not always proficient at recognizing it in ourselves.

So, when you are making phone calls and you do not REALLY believe in what you are selling, your lack of confidence and hesitancy will come through.  Your customer will have an eagle eye for this sort of thing.  Or an eagle “ear” as the case may be.

So before you even start making phone calls, whether they be cold calls or follow-up calls or “how the heck are you doing” calls, be sure you do a gut check and ask yourself: “Do I really believe in what I am selling?” Success and motivation rings for the person who believes.  It falls painfully silent and non-existent for the salesperson who does NOT believe.

Only you can answer this question for yourself.  Words to the wise:  If you do not believe, then spare yourself, your company and your customers some grief by searching for a product you really do believe in.  When you find it, make your calls with confidence.  Your prospects and customers will “hear” it in your voice.

Mark Hunter, “The Sales Hunter,” helps individuals and companies identify better prospects, close more sales, and profitably build more long-term customer relationships. He is a consultative selling expert, specializing in custom-tailored sales programs. You can read his blog at http://thesaleshunter.com/blog.

This is a Guest post by Jill Konrath of Selling To Big Companies.

Kevin Writes: I have a long-standing client. One noteworthy group asked us for a meeting to converse about a project and we geared up a moderately complex Statement of Work in just two business days.

We sent it, followed up with an e-mail several days later, followed up with one telesales call each week the following two weeks, and with another e-mail the next week. Ultimately, having hear nothing from the folks we were working with, I elevated to higher ups.

As you can imagine, I got a reply from my Director contact, and of course, ire and frustration from the unresponsive project folks.  Was I wrong to elevate? The logic of the project folks (my prospect) is that if we weren’t hearing from them, we should continue contacting them.

Now, where is it written that only telesales people or sellers have to exhibit professionalism, not the client?

—————————

My thoughts: The game has varied in the corporate world today. However, honestly, it is not that they are bad individuals. They are literally expected to do too much in too little time.

They are running so lean and mean that it is impossible for them to keep their head above water. I have preferred to have compassion for them. Personally, I would have hate to be in an environment like that.

However, that doesn’t mean that we need to change what we do. With each project you do, ensure you have full communications going at all times with multiple people in the organization.

Let the prospects know that you are communicating with the executives. Be completely  transparent about it-  it’s how you work.  That way, it won’t seem like you’re going around them.

What would you suggest?

Jill Konrath, author of Selling to Big Companies, helps sellers crack into corporate accounts, shorten sales cycles and win big contracts. She’s a frequent speaker at annual sales meetings, kick-off events and professional conferences. For timely and provocative sales advice, visit www.SellingtoBigCompanies.com

This is a Guest Post from Paul Archer, of Archer Training.

Here’s some body language reminders for you that as salespeople, we simply must get right. I’m sitting on a busy commuter train to London Paddington. There are a few seats available and most of the passengers are relaxed and enjoying the journey.

In my carriage there are a lot of table seats. One big table and four seats. Looking around I’m reminded of the human need for territory and how this can upset people if they’re not getting their territory respected. The problem is big laptops dominating the tables. Across the way from me right now is a chap with the biggest laptop I’ve ever seen. Now this is plain rude but if you could see her face and body language. She’s furious and the odd thing is, that chap is completely oblivious to and the poor lady opposite him is being squeezed out by the size of his electronics. what’s going on around him. He can’t read the signals.

In sales the message is respect zones and territory of your customer. Desks have an invisible mid line which you just do not cross, or indeed place your laptop. Items taken over to their side of the desk belong to the customer. A nice little trial close is to place something in the middle of the desk and if your customer takes it over to their side, they might be interested.

Body zones are even more important. I’m about to jump on the tube and will suffer armpits, backs and stomachs all over me during my half hour standing room only. We put up with this because we have no choice, but when we do have a choice, we do not like anyone we don’t know personally, within our intimate zone. This is roughly half a metre. Cross this as a salesperson at your peril. Be particularly wary of the zones of people who live outside cities. If they’ve been brought up in the country they may well have a larger personal zone than people who have lived in the confines of a city all their lives.

Test it next time you’re in a lift. Notice where everyone heads to the sides to find their own space.

And the best tip for you I’ve left to the end. Ever been to a networking event, or a party and you get stuck with someone you don’t really want to talk to? If so reverse the territory rule and get into their personal zone. Why? Because they will immediately back off like two poles of a magnet and move away, feel really uncomfortable and may well leave you alone.

Paul Archer is an international sales speaker, sales trainer, author and coach based in the UK. He specializes in rapport selling and rapport coaching and can ignite his audiences large or small. For more information on Paul and his training courses, visit www.paularcher.com, where you’ll also find his own sales blog, too!

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The following is a Guest post by Mike Brooks, AKA Mr. Inside Sales.

One of the largest dupes telesales professionals tumble into is the “Just Send Your Material” objection. In their enthusiasm to set up leads to call back, majority of the telesales professionals will agree and send their demos, quotes, and other information believing that they at least have a luck to close the sale once they call back. However, the question is: “How many individuals who tell you this objection actually close?”

Most likely, if you’re like most telesales professionals, the answer is “very few”. So, how do you handle this obvious brush off? The experienced telesales professional utilize cautiously prepared telephone scripts to manage objections like this and to get prospects to reveal how interested they really are.

Below are top five telephone scripts to help split the real buyers from those prospects who will end up wasting your time:

“Just Send Your Material”

Response #1:
I’ll be happy to do that __________, but until we know if this is truly a fit for you, we’d be wasting your time.  If you’re sincere about learning how this can actually help you, then I’d propose we take a couple of minutes right now to discuss your situation.  After that, if you’re really interested, I’d be glad to get something out to you – is that fair?”

Response #2:
“I’d be happy to _________.  Quick question though and please be honest with me: When do you think you’ll be serious about moving on to something like this?

Response #3:
If you like what you see, when would you be ready to place an order?” Or, “Sure, and after you review it, how soon are you looking to make a decision on it?”

Response #4:
“Before I do, I want to make sure you’d be ready to act on it if you like it.  Let me ask you a quick question: (Ask qualifying questions on budget, decision-making process, etc.)”

Response #5:
___________, my experience is that information like this, even when it’s this good, usually just gets buried under a stack of paper and that doesn’t do either one of us any good.  Now that we’re on the phone together, I can answer any of your urgent questions and then you’ll be in a better position to make a decision whether or not it makes sense to send you information.  Let me ask you about your needs for this type of (your service or product).”

If you found this article helpful, then you will love Mike’s Ebook: “The Complete Book of Phone Scripts,” 110 pages packed with word for word scripts and techniques you can begin using today to make more appointments and close more sales.  You can read about it by clicking here: http://www.mrinsidesales.com/scripts.htm

The following is a Guest post by Mike Brooks, AKA Mr. Inside Sales.

Many business owners and sales managers ask me if I have a proven system or a way to identify and hire top telesales reps. They have tried everything, they tell me.  They check references, review similar work experiences, talk to ex co-workers, hold multiple job interviews, and sometimes they even spring for some high priced fancy telesales aptitude matrix tests.

Even with all that, however, many sales managers still haven’t found a way to identify who will actually perform well and work hard, versus who will merely show up, take up space and drive up costs by sending out brochures, running up phone bills, squandering leads etc.  “How can you tell?”  They ask me.

Well I’ve got good news for you.  There is one telesales technique that I’ve used successfully for years that will immediately separate who is for real and who’s not.  It doesn’t require any special tests, it can be done on the first interview, and it will always tell you what kind of sales rep you have in front of you. Here’s what you do:

During the course of the interview simply describe the service or product you’re selling, and ask them if they think they would do well selling it.  Almost all that will say, “Oh, of course!”  (Those who don’t, dismiss immediately!)

After that, tell them you want to get an idea of how they would handle some of the common objections you get with this sale, and then give them a couple of objections (one at a time, of course) and let them respond to them. That’s it! Several things happen here — all of which accurately reveal what kind of sales telesales rep you’re dealing with.  They usually have fallen into three categories:

The “A” Players — Top reps, or telesales reps who are well-trained and confident, will handle each objection with a recognizable rebuttal, and the really good ones will even ask for the sale at the end.  You will instantly know who they are.  You hire these reps right away.

The “B” Players — This group of telesales reps will also answer the objections, but their responses will be less polished.  With this group the lack of any formal training will show through, and you will be faced with the decision of whom you think can or can’t be trained.  Part of this group will be uncomfortable with the objections and you will be able to tell that they probably never will be comfortable with them. Your choice of who to hire from this group should be pretty clear.

The “C” Players — A common response from this group will be something like this:  “Well, I really don’t know your product so I really wouldn’t be able to answer these objections.” What they’re really saying, of course, is that they have no idea how to respond to an objection, they have no confidence, and the reason they are here looking for a job will be glaringly clear to both of you.  You pass on this group altogether.

Try this powerful technique during your next interview.  You will be amazed by how well it works.  Simply give them an objection, then sit back, listen and observe.

You will know instantly if you’re dealing with a real closer or someone who is just going to fill a chair.  Happy hiring!

Mike Brooks, Mr. Inside Sales, works with business owners and inside sales reps nationwide teaching them the skills, strategies and techniques of top 20% performance. If you’re looking to catapult your sales, or create a sales team that actually makes their monthly revenues, then learn how by visiting: www.MrInsideSales.com

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IMPORTANT NOTE TO ALL READERS!!! Prompted by visitor demand, we recently launched our FREE eBook on How to use Email and Voicemail to Support your Telesales Efforts. If you haven’t already got your hands on your copy of this 22-page, professionally designed eBook, jam-packed full of great, exclusive content, then download it now by signing-up for it on the right hand side of our site…!

First of all, let me welcome each and every one of you to the first post of 2010 here at Telesales Magic! What an amazing year 2009 was for us all. I must say, in the 7 months since we launched the blog we have seen a treasure trove of telesales tips, telemarketing techniques and cold calling tactics come our way thanks to our fantastic contributors and awesome readers!

We had some awesome articles posted in 2009, but there were a handful that received more attention than the rest, and so, it is my pleasure to present to you The Top 5 Telesales Magic Posts of 2009, in order of popularity. And let me say I am quietly humbled by the fact that one of my posts was at the top of the heap!

BEST OF 2009 #1: The Ultimate Tip Ten Telesales Tips

BEST OF 2009 #2: Preparation – The Key to Successful Cold Calling and Telephone Selling

BEST OF 2009 #3: Telesales 101 – How to Build Gust Busting Rapport!

BEST OF 2009 #4: 15 Steps to Easier Cold Calling Success

BEST OF 2009 #5: Softening Your Telemarketing and Telesales Questioning Techniques

As the New Year kicks-off, a lot of sales pro’s will be looking to sharpen up their skills on the phone, so I sincerely ask you all to spread the word of Telesales Magic and what we’re all about… We’ve just added the ‘Retweet’ button at the top of each of our posts, so please USE IT! Along with the ‘Social Bookmarking’ buttons at the bottom of every post. And you’ll also see that we’ve started a new Facebook Page, too – please click on the link to the right to ‘join us’…!

So, what can you expect in 2010? Well, actually, quite a lot…!

Along with the above-mentioned FREE eBook on Email and Voicemail, we will also soon be completely the redesign of the site (you’re currently seeing it at around 70% – didn’t see the point in holding it back!); including several new features, like our Podcast Library, our Video Library, and an extended Resource Area of the site, too – plus, much more!

However, the BIG NEWS will be the launch of our first Companion eBook, entitled “Telesales Magic!” (catchy, huh!?!). In fact, we hope that the eBook becomes the staple diet for all our readers and we’re looking forward to seeing what you guys have got to say about it once its launched, following a WHOLE YEAR in the making! There will be a one-off SPECIAL OFFER for the launch to all subscribers of the blog. We’ll be sending details through via email to everyone once the time is right!

Thank you again for a great first year (well, 7 months!) for the blog, and we look forward to hearing more of your comments and feedback in the coming months!

Have a killer 2010, everyone!

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I’ve seen a ton of emails and tweets coming through over the last couple of months on the subject of emailing and leaving voicemails in regards to telesales and inside sales calling and follow-up’s. Being that we are a telesales tips, telemarketing tips and cold calling tips blog, I sat down and put together a few things on the subject. At first it was going to be a 2 part post, but it evolved into something a lot more heavy, content wise. After a little planning and getting together with a great eBook designer, our first FREE Telesales eBook was born.

POLITE “I CAN’T WAIT, GIVE ME MY FREE eBOOK NOW!!!” MESSAGE:  If you don’t want to read this post (which is largely taken from the introduction of the eBook itself) and want to get your hands on it immediately, stop reading, and just sign-up on the top right-hand side of the site. A download link will be emailed to you right away!

Fact of the matter is, making follow-up’s should be part of the contact strategy of any telesales professional. Following up on your prospects in a consistent, professional manner leads to a profitable flow in your sales pipeline. By making follow-up’s, you convert leads to prospects and prospects to customers and get more referrals in the process.

Make no mistake, emails and voicemails will NOT ‘close’ business for you (maybe very rarely, but let me emphasize the word ‘rarely’ here!). People prefer to buy from people. Plain and simple. Even the greatest emails and the strongest, most professional voicemails left on hundreds of thousands of machines throughout the course of the day do not bring clients on board.

However, when used properly, they can greatly increase the possibility of doing so, by providing more in-depth information, and generally allowing you to look professional and seasoned, as a company or individual.

As telesales professionals it’s our job, and we know this, to help people find solutions to their problems. We’re picture painters. Artists. Helping people see that the issues and headaches that they have been experiencing can be forgotten with the help of our spectacular range of products, or services. This will almost always be done by creating rapport, engaging our clients, and helping them along in the buying process.

Remember, people LOVE to buy, they just don’t like to be SOLD!

Emailing and leaving polite, professional and thought out voicemails can drastically help us create the right mindset and platform for doing business together. However, let me stress again – you should not to make sales via email and voicemails – people will always prefer to do business with people, as I mentioned above. Simply think of them as additional ammo in your sales arsenal, that’s all.

This eBook focuses on using these two tools to help you when making your follow-up’s with prospective clients, to supplement your teleselling efforts. However, I do focus a little more on email, as we do tend to use this medium more than voicemail nowadays, don’t we..?!

Just sign-up at the top right-hand side of the site and a link to the eBook will be emailed to you directly. I hope it helps you out, and please let me know how you get on by commenting on this page.

HELP SPREAD THE WORD! If you liked this post, please ‘Be Sweet & ReTweet” by clicking the button at the top of the page, as well as bookmarking it by using any of the options below. Thanks so much!!!

This is a guest post from Karen Andrews of ShineSales.Com

Did you know that one of the biggest gripes against salespeople by decision makers is the lack of follow up?

Many people resist following up because they find it uncomfortable and don’t want to seem pushy or annoying and many people don’t follow up because they simply forget. This lack of follow-up presents a great opportunity for those who are organized and take the time to do it.

Follow-up is important because

* It lets people know you are interested and that you care
* It’s shows your level of commitment
* It keeps the relationship progressing
* It provides opportunities for new discussions and new ideas
* It reminds people you are out there and available
* It shortens the sales cycle
* It saves people time
* It leads to sales!

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