The ACT! User Group is now on summer hiatus. Our next meeting is September 14, 1999. To receive meeting notices for the ACT! User Group, send an e-mail message to: info@etechsys.com.

MEETING FEATURE: Telephone Skills 101

Last month we shifted our focus to "content" and discussed how to improve (and automate) the creation of those dreaded proposals you need to send whenever you’re selling big-ticket products and services. I made (a hopefully convincing) argument that having the right contact management software is only part of the equation for sales success. It’s how you use the tool that really sets sales superstars apart. Along these same lines, our May meeting focused on basic telephone skills. Internet technology aside, when it comes to prospecting for new leads, the lowly telephone remains one of the tools of choice.

Dennis Frantsve, ACT! Certified Consultant, and leader of the newly formed CCS PowerPoint SIG, presented a few of his favorite tips for generating new leads – and obtaining face-to-face appointments. Dennis focused on three areas of interest to anyone who uses the telephone as a sales tool:

• your phoning environment and behavior,
• talking with the decision maker, and
• penetrating obstacles such as voice mail and "gatekeepers" such as telephone receptionists.

Environment & Behavior

Dennis recommends creating a work environment where you can concentrate and will not be interrupted. Close your office door. Put out your "Do Not Disturb" sign. Next, have all the phone numbers you need to call handy. This will help you avoid being sidetracked as you go about your mission. After all, "dialing for dollars" (if you will) is a numbers game. A large volume of calls is one of the keys to success. You may want to get a telephone headset (to free your hands for typing and note taking). Use ACT! to dial the phone for you and for logging the results of your efforts. Using these tools can give you a sense of accomplishment, help you to develop momentum, and help you to avoid anxiety.

Stay in the calling mode for 30-60 minutes. Don’t even bother to place the receiver back on the hook. Keep the momentum going. Wait no longer than four rings for an answer – then move on. Why? Chances are that if someone takes longer than four rings to pick up the phone, your call will feel like an interruption. Your contact is less likely to respond to your pitch. If your call is answered but you are placed on hold wait no more than 20 seconds then move on. Try again later. Do not leave messages. Why? First, callbacks interrupt your workflow. Second, it can be awkward when someone (who you might not recall) calls back in response a couple days later. Caught off-guard, how easy will it be for you to snap back into your "prospecting" mode? Besides, most people won’t call back, anyway.

When recording notes, avoid recording negatives. If the person on the other end of the line says "no-thanks", accept the response graciously. They may be interested 30 days from now. To keep your momentum going, use a script. This will also help you take control of the call. NEVER read your script – instead, use it as an outline. Smile before calling. Your attitude will be apparent in the sound of your voice and will carry through to the person at the other end of the line. This is why some salespeople keep a mirror by their desk during phone work.

Talking With the Decision-Maker

Once you have reached the decision-maker, introduce yourself s-l-o-w-l-y. Give your prospect an opportunity for your name to sink in. Then, begin a dialog. Start by asking "do you have time for two quick questions?" or "can you hear me?" to get the ball rolling. Follow this with a benefit statement such as "we help people improve their sales". Next qualify your prospect further by asking a question consistent with the benefit you just stated. For example, you might ask, "are you the person responsible for growing the business?". If the answer is no, find out who is. Finally, request an appointment (assuming that that is your goal). Ask, "when would be a good time for us to get together for about 20 minutes?". Two things are important here. The first is simply asking. The second is being brief. A request for 15-20 minutes for a short meeting is apt to be more easily accepted than an appeal of an hour for a full sales presentation. Remember to respect this time constraint when you are at the prospect’s office. You might say, "our 15 minutes is up – would you like me to continue or would you prefer to schedule another meeting at another time?".

Penetrating the Obstacles: Dealing With Gatekeepers and Voice Mail

Change your attitude about gatekeepers. Gatekeepers are good! Why? Because a good gatekeeper screens calls well. This means that if the gatekeeper passes you on to the contact, the contact believes your call is important. Deal with the gatekeeper by taking charge of the call. (Hey, it’s your nickel!) Take charge of the call by asking questions. Ask the gatekeeper for his or her name, inquire as to the nature of the gatekeeper’s working relationship with decision-maker, or give the gatekeeper a benefit statement. Engage the gatekeeper by asking whether or not so-and-so (an old contact) is still with the company, etc. One of the goals is to establish rapport. If the decision-maker is unavailable, ask the gatekeeper to suggest a better time to reach decision-maker. Try calling off-hours either early in the morning or just after 5:00 PM. Above all, remember to "never take a no from someone who can’t say yes".

As mentioned earlier, never leave a voice mail message instructing a contact to return your call. Instead leave a message that goes something like "this is Joe from Acme. We help companies improve their sales (benefit statement). I will call back another time". Do this several times until you finally get through. If you can’t get through, try performing what Dennis calls "a search for humanity". Start with the company operator. Navigate your way through the company by asking for help as to who (or who else) to talk to and zero in on the contact or an alternate.

Good luck in your prospecting efforts!

OUR NEXT MEETING

The next meeting will be Tuesday September 14, 1999. To receive meeting reminders call E Tech Systems at 847-352-4770 or e-mail us at info@etechsys.com. Have a great summer!

The ACT! SIG of the CCS holds meetings on the second Tuesday of the month, eight months of the year. SIG meetings are free and open to all present and potential CCS members.