This is a Guest Post by Mark Hunter.

When is the best time to make a phone call?  We’re not talking about time of day or time during the week.  While those are important to dissect, I want to touch upon something that is of greater importance when thinking of timing.  And too often many salespeople overlook it.

The best time to make a phone call to your customer or prospect?  The closest as possible to when he or she is facing a need or experiencing a pain. That is the best time to call. Your job as a salesperson is to match the benefits of your product or service with the needs and pains of your customer or prospect.  Your customer doesn’t care about features – he or she cares about what those features are going to do for them.  So the more clearly you can make your presence known when the customer is experiencing pain or need, the greater likelihood he or she is going to listen (and buy!).

“But how do I know when the customer is in need or pain?” you may wonder.  You have to do your homework.  You have to know as much as possible about your customer. You will then be able to discern what information is relevant to determining where your product fits into their life or their business (if you are in B-2-B sales).  Plain and simple, homework is hard work.  Mediocre salespeople don’t want to do it (or if they do it, they do it at bare minimum levels).

You’re not a mediocre salesperson, so don’t shortcut the pathway to better sales and better customers.  Whatever system you have in place to compile info about your customers, make sure you are regularly updating it and referring to it.  That way, you will become adept at timing your calls closely to when your customer is in need or pain.

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 Mark Hunter.

Never view any two calls in the same way.  Instead, have different styles depending on the type of customer you’re calling and the outcome you expect to achieve.  Top performing salespeople will have a distinct calling strategy for each type of person they call.  The best way to do this is to break your customer list down into segments based on their size, their potential, and, if you know, the contact’s personality and approach to decision making.

Using the Inquisitive Approach

This is an excellent approach to use when dealing with a small customer and especially when contacting the person who owns the business.  The Inquisitive Approach is based on the strength of the question you’re asking.  It needs to create interest and a sense of ego-satisfaction with the small business person / owner.

Using the Assumptive Approach

If you use the Inquisitive Approach with large customers, you will be seen as somebody who hasn’t taken the time to research and appreciate the size of the customer you’re calling.

Big customers want to be treated as big customers, and they only like to do business with others who they believe are equally big. Big customers find safety in talking to their peers (others who understand how big companies work).

Your opening needs to be statement-focused and deal with an area of pain the customer is experiencing.  Don’t allow your statement to come across as if you’re asking a question about what the person does or, worse yet, what their customer does.  A large customer expects you to have done your homework prior to the call. Demonstrate that you value their time and company.

Whether you are prospecting or calling existing customers, make sure you are thoroughly prepared with an approach that fits that particular customer.

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.

Thinking of steering your business into a new direction? Your biggest concern will be credibility. Companies don’t want to be your first client in a vertical market. They don’t want to waste their time showing you the ropes, training and teaching you. Despite being a good company, being inexperienced will increase the possibility of committing mistakes.

Here are a few things to remember:

1. Slowly but surely.

Study the industry that you’re joining. Do your homework and research important information such as industry terminology, rival companies, salable products and services, target clients and specific business processes and operations. Test the waters first. Don’t be too eager to move into the market.

2. Observe carefully.

Determine how they do things in relation to your business offering. Is there any difficulty in achieving certain business goals? What solutions can be suggested? What are the financial consequences of these problems?

Inform your prospective clients of the benefits and value of your products and services. Impart the business outcomes and results when using your offering.

3. Establish connections.

The more contacts you have, the easier it will be to make transactions. It is also better to establish connections between your present customers and your new ones.

4. Start with smaller opportunities first.

Smaller opportunities are easier to manage and the risks are lesser. Deliver an excellent performance on the tasks and assignments that you promised. Then start pursuing other available opportunities to expand your mark.

5. Train your employees on all of the above.

Teach your salespeople to do all these. They will fail if they don’t know how to apply these. Showing them powerpoint presentations aren’t enough. Not only do they have to learn the product/service details, they also need to be able to initiate smart business conversations with companies.

6. Equip your salespeople with easy-to-use and easy-to-understand tools.

Teach your salespeople how to leave effective phone calls, voicemails and emails. Then you can train them in setting up meetings with clients. Provide relevant papers, charts and studies that can be useful when they’re discussing your company’s products and services to prospective clients. Provide a “question matrix” that will serve as guide when making calls. Create customer-focused powerpoint presentations to be used on meetings.

7. Have faith.

Apply the suggestions above to increase your chances of success. Don’t be too eager to succeed. Plan things carefully before making business decisions.

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 by Mark Hunter.

In my conversations with sales professionals, the number one challenge they often face is prospecting. If you prospect with the phone, you owe it to yourself and your company to develop the very best phone skills possible.

You have about 10 seconds at the beginning of a phone call to make a connection with the other person. That’s right – 10 seconds! Obviously, that is not a lot of time, so you need to become very adept at building a message that creates interest and need.

As you make your sales calls, try to tailor your words with the below in mind.  I call it UPEF.

U = Urgency: There’s no reason for the other person to continue the call unless they believe what you are saying is something they truly need to hear right now.

P = Pain: The person won’t want to continue the call if they can’t begin to see that they have some pain in their lives (professional or personal) that needs to be relieved. You should strive to draw attention to that pain.

E = Expertise: If you’ve been able to convey a sense of urgency and pain, but you haven’t given them a sense of why you’re an expert, they may take your suggestion someplace else.

F = Feedback: Be certain that you are listening for feedback that will reveal if the other person is hearing what you are saying.

Before you even make a phone call, write out on paper bullet points applicable for each of the above areas. This will help you craft the right message. You will have prepared thoroughly for the particular client you are about to call, and this confidence will come through in your message.

You have to fine tune your opening message so that no valuable time is wasted and your potential client will have reason to stay on the line. Ten seconds isn’t a lot of time, but it may be all you have to lay foundations for a profitable long-term relationship.

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.

Here are Top 5 tips that a new sales person should learn:

1. Be different.

Sellers find it hard to realize that customers don’t care about the product or service. Customers care about the difference that the seller can make for their company.

I sell sales training. If I will approach a company and speak to the VP of Sales and tell them that, the company will not be interested with my offer. But if I change my approach and focus on the substantial results that they will get from the service that I offer, doors will open wide.

2. Take one step at  a time.

When I first started selling, I immediately wanted to become successful. I was eager to close early and impressed my prospects with my immense product knowledge. But the more I rushed things, my prospects became more resistant to moving forward. They would trash problems and complaints that I could not solve. But when I started to slow down, plan carefully and disseminate information over multiple discussions, my sales suddenly increased.

3. Research before making the call.

Personalized messages based on your research about their company will get the attention of corporate decision makers. Standard messages sent to everyone are deleted instantly. Take the time to do your homework and do some research. Companies will listen to voicemails that are made especially for them.

4. Plan different modes of entry.

If you want to set up a meeting with a corporate decision maker, plan different modes of entry. Use multiple formats in your campaign— try voicemail, email, direct mail, invitations to teleseminars, conferences and etc.  Establish at least 7-10 contacts to crack into corporate accounts.

5. In your cutsomer’s shoes.

It doesn’t matter what you say. What matters is what your customer’s hear. Before leaving a message on your prospect’s voicemail, try leaving it on yours. Listen to it and evaluate how you sounded. Put yourself in your prospect’s shoes. Would you listen to that message? Would you take the time to call back and respond to that message? Rework your script until you finally created something worth hearing and worth responding to.

How about you? What tips can you suggest to new sellers?

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 by Mark Hunter.

It may sound odd to mention “phone sales tips” and “body language” in the same sentence. Do the two go together? Yes! In fact, you can even say when you add the two together, you get a third phenomenon:  Increased sales motivation. Your body language comes through loud and clear with every phone call you make.

I often tell salespeople to make sure they are standing up anytime they make an important phone call. In the instances when you do have to be sitting for a phone call, make sure you have good posture. It’s amazing how much stronger your voice will be when you’re standing up and/or maintaining good posture when you make a call. It is no surprise that when your voice is stronger, your confidence is stronger too.

Another reminder I offer is this: Make sure when you are on the phone, you are free of visual distractions. What are some common visual distractions? Email would possibly be the biggest one if you are at your computer. Other distractions include television, miscellaneous papers on your desk or anything else that can take away your focus. When you’re having a conversation with someone on the phone, it’s no different than speaking to them in person. They deserve your complete and undivided attention. If you have something else that may take away your focus, you are doing your customer a disservice. Simply move it out of site.

Finally, an item I love to do when talking to clients on the phone is to have something on my desk to remind me who I am talking to, including their name and their company. There is nothing more embarrassing than to suddenly forget who you’re talking to. No matter how good you think your memory is, this will happen to you at least a couple of times.  That’s all it takes for you to realize how important it is to have the person’s name and company in writing in front of you.

Selling on the telephone is a key part of anyone’s job, whether it be using the phone to establish an initial contact or using it to stay in touch with a loyal customer. Use extraordinary phone skills each time and you will see a positive difference in your results.

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 from Peter O’Donoghue of  Sales DNA.

If you didn’t read my  last blog post then it might be a good idea to head over here and find out why the following voicemail will get you 50% call backs from your targeted prospects.

As a reminder, the voicemail is:

“Hi John, It’s Joe Bloggs from ACME INC. I was in a meeting this morning and your name came up. I have a couple of quick questions that only you can answer. Can you give me a call back on 0000000000”

So what happens when the prospect hears the voicemail?

Firstly, they are intrigued and curious. Why are they calling me? Why did my name come up in a meeting? What questions can there be that only I can answer? These internal questions and inner dialogue will compel the other person to want to call you back to find out just what is going on.

Secondly, they call. What do you think the first thing they want to know is?

“Why were you talking about me?”

What would you say?

The main thing is that you have a natural and probable answer that will act as a bridge to the thing that you really want from the call – a conversation.

Here are a few ideas:

“Hi John, thanks for calling back. Yes, we had an internal meeting today.”

That’s it. It’s not complicated or underhand and can lead to a natural bridge to your value statement.  A complete example can go like this:

“Hi John, thanks for calling back. Yes, we had an internal meeting today, where we completed phase 1 of a project with ABC Corp. In six months, we reduced their staff churn from 29% down to 19% and we are on track to save them over 500,000 this year. We wanted to help other companies in that industry and as a top 3 player, we immediately thought of you. How is staff churn affecting your business at present?”

OK, let’s break it down to some component parts:

1)      The fact that it is an internal meeting is delivered smoothly and confidently with no apologies. It makes sense and it’s natural.

2)      You have ‘name dropped’ a company that is in their line of business and probably a competitor.

3)      You have proven value in business terms – percentages and money.

4)      There is a little ‘ego-stroke’ – “as a top 3 player.”

5)      It ends in an assumed question “How is staff churn affecting…” It either is or it isn’t and if you have done your homework well then you will know that it probably is. It is open and bridges straight into a conversation.

Now you might be thinking that this might be deceiving and the other person is likely to go:

“Hey wait a minute. You tricked me into calling you!”

I guarantee you it isn’t and they won’t. It naturally flows and as long as you make your reason sound natural, focused on them and relevant, the other person will be more than happy to engage in a conversation with you.

For more golden nuggets like this sign up for my free sales newsletter using the links below…

Peter O’Donoghue is the Director of Sales DNA who help Business To Business Sales Professionals increase sales profitability with Sales Training and Telesales Training.  Sales DNA work with clients in Europe and Worldwide through their Online Sales Training.  Visit his blog at  www.salesdnaltd.com/blog.

This is a Guest post by Alen Majer, CEO of The Science and Art of Selling.

If your prospect does not see the value in your product or service, and if the only difference between you and the competitors is in pricing, you didn’t do a good job as a sales person. The main description of your position inside the company is to create the value, not just to show your price list. Teaching and educating customers is no longer enough, giving them information about your products or services is no longer necessary. They can get them by themselves, without ever talking to you or your company, and know more about your product and positioning on the market than you.

If they know so much about you, how can you try to sell them the same product without knowing their business situation or their needs?

Remember that customers are sophisticated; they either have or believe they can get product information more reliably on their own. Information is readily available through many different sources, 24 hours a day, 7 days a week. Internet is full of different forums, blogs, and review or research websites where they can get information about your product easily.

Customers don’t just want a specific product; most of the times they want to solve their pain point or business issues. A customer in today’s competitive sales environment does not expect to educate the sales professional about their business.  Therefore, you must already possess a solid understanding of the customer’s industry, competitors, and business direction.

Developing such a comprehensive view of the customer is a task that requires extensive researching and education to get an overall picture of the customer’s business industry. The modern sales person needs to focus on understanding the customer’s business initiatives, strategic plans, IT environment, and key customer preferences.

If you are still seeing yourself as someone who is there to educate customers, you are living in the past. The time of product-centric sales is gone. Welcome to customer-centric approach in sales.

You need to move away from the focus on presenting your products. Instead, a customer-centric approach shows that you recognize and understand your customers’ needs, which is necessary if you want to survive in a 21st Century sales environment.

Your customers are tired of salespeople who come in and are unable to address real business needs, but talk about their company and the hottest feature, or unique one that nobody else has. There are many dimensions that you are selling, and price is only one of them.

Alen Majer consults and trains entrepreneurs and salespeople how to harness their (sex) energy and use it for the success of selling. He is the founder and CEO of The Science and Art of Selling – a sales training, coaching and consulting company in Toronto, Canada; co-founder of Sales Academy – Croatia and Sales Institute of Croatia. Visit his blog at http://www.alenmajer.com.

This is a Guest Post by Mark Hunter.

Many times when I’m working with inside salespeople, I hear the common complaint how they don’t feel they’re at their best until later in the day. The first few people to whom they talk on the telephone wind up being disastrous calls. What makes this painful is these same salespeople are usually the ones who are not making their numbers. These are the same salespeople who spend way too much of their time – and the time of their fellow salespeople – complaining about how screwed up things are.

Rather than wasting the first several calls on customers you know are going to answer, take the first 10 minutes of each day calling people you know won’t be there. In other words, their voice mail will pick up. In fact, go one step farther and make the first call to yourself – yes, yourself. Here is why: By calling yourself first, you have the opportunity to engage your mouth, to get your brain working and to warm up. Consider it similar to the way an athlete warms up before a game.

Make the first call to yourself as if you were a prospect and leave a voice mail. But don’t just leave a quick voice mail to yourself. Go ahead and share with yourself one key benefit as to why you should buy from yourself. By leaving the message to yourself, you’ll get a chance to hear yourself later when you get the message. More importantly, you’ll start warming yourself up by sharing a benefit of what makes you different.

After you have left yourself a message, then call 2- 3 people who you know will not answer their phone. Leave your normal voice mail message.

Using voice mail as a way to warm up will help you be more focused and engaged when you do talk to somebody live. It will prevent you from stumbling through your first several live calls. Only after you’ve had several live conversations and you’re fully engaged should you then even think about sitting down.  Yes, that’s another tip: Standing up when making a phone call will always increase the strength of your voice and help you be focused. It gets your energy going!

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.