Sales-Masters-Global

How To Use Cold Calling To Make Business Work

However, most of the work you will do on the telephone will be Business to Business calls and if you have warmed up the recipient with a good, personal sales letter, your approach is made much simpler.

I spend a lot of my time on the phone to people. Here are some of the tips and tricks I use to make it a positive experience:

1. Smile! Your positive attitude will come through in your voice.

2. Be confident, even if you are rejected

3. Be polite, even if you are rejected

4. Never hang up!

5. If you need to conclude the conversation, physically stand up! Your body language will have an impact on the call.

6. Never use a script! If they don’t have one you will die when they ask the wrong question!

7. Make the conversation open ended so you have the opportunity of calling again.

8. Listen to them! Listen to them! Listen to them!

9. Don’t try to save the world on the first call.

10. Be business-like but personal – make sure you are properly briefed.

11. Don’t address the person using their first name – unless you know them well and have a good relationship with them.

Getting through to the right person takes a certain skill. But there are tricks and techniques you can learn to make it happen. Usually the first person you speak to will be the receptionist. Pick their brains! In the course of conversation, you can discover who does what in the company and who the key decision makers are.

They will often answer the phone using their first name: “Good morning. My name is Natasha. How may I direct your call?” Something like that. Feel free to address them using their first name. “Good morning Natasha. I wonder if you can help me.” Make sure you keep a note of their name for your follow-up call.

There are a variety of ways to get through to the right person:

1. “Natasha, I have been in touch with (prospect’s name) requesting to tender for (project) and am calling to track the progress of the project. Can you help?” It is unlikely they will have details, so will attempt to put you through to your key person.

2. If they have details, they will let you know so keep a note. Then ask to speak to the person directly, thanking them for their help.

3. If you end up with a voicemail, leave a short, polite message reminding them that you wrote a letter to them requesting to tender for (project) and ask them if they need further information, leaving your direct line contact details.

4. If you speak directly to the person, apply all the telephone techniques listed above(!) and start to build a relationship with this person. Keep note of the conversation and ascertain more details about the project they are dealing with. Think: you want to offer them a solution not a product. So as they are speaking, use some discernment. What is it that they need more than anything else for this project. What are they looking for in terms of a contractor? What are the criteria they think important in this selection.

5. If you only have the first name initial of the key decision maker, it is worth getting the full name of the person for future reference. For instance, if you know the initial is ‘A’, then use any name beginning with ‘A’ when phoning. Say to the receptionist: “Good morning, my name is (your name) from (your company). Could I speak to Alan Evans please?” She will say, “Do you mean Andrew Evans?” You say, “Oh yes, I’m sorry, I meant Andrew Evans.” Job done!

6. When you ask the receptionist if you can speak with this person, it is better to use their whole name: Not: “Can I speak with Mr Evans please.” Say this: “Can I speak with Andrew Evans please.” This is formal but with a personal touch and gives the impression that you know this person.

So don’t be afraid of the dreaded cold calling. Telesales can be challenging, but also a lot of fun if you apply the right strategies.

Top 5 Call Center Tips for Cold Calling

Making cold calls is part of a call center agent’s life. Many outbound call center agents dislike the idea of making cold calls. However, as a telemarketing agent, you cannot avoid doing it. I have outlined the Top 5 tips that can make you better at making cold calls. Here goes:

Number 1: Realize that the person you are not calling is not expecting to talk to you. In the worst case scenario, the target caller was doing something really important or sensitive. It’s your duty as a call center agent to respect the person’s privacy and time. Get to the point directly and explain yourself. State the reason you are calling without asking inane questions before checking if the person actually wants to talk to you. Many outbound call center agents thrust their plans into unwilling ears. It doesn’t help. Even at the risk of getting hung up, outline your purpose before going any further.

Number 2: Decide what you are going to ask before making the call. A BPO may be doing any sort of project. Do your research before picking up the phone. Make a list of questions that you want answers to. Make a mental note of what you are going to say. A confused outbound call center agent is a real pain! Moreover, the target customer has serious doubts about your credibility as a telemarketing agent. Almost everybody expects a direct, straight-forward approach. There’s no denying the fact that the target caller was not expecting your call to come along. But if you play your cards well, you have every chance of making the call count.

Number 3: Be efficient. This draws from Number 2 mentioned above. Efficiency doesn’t just mean that the call center agent knows stuff about the product/service. But a smart prospective customer will be interested in the details of rival companies and competitors as well. They will compare your offers with those of the rivals’. If you can prove to the caller that your offer is better, there are high chances that he/she will buy it. However, to do that you need to know the market and competition! That’s where the efficiency of a call center agent comes in.

Number 4: Be interested in the answers. Nothing puts off a person more if the call center agent is just not interested in the answers. Take part in a healthy discussion. Get the person to talk. Telemarketing is all about interacting. If you can converse with your target caller, you are investing time into getting more opportunities to bag the customer. Winning over the trust of a person is primary to convincing him/her.

Number 5: Leave a message if you can’t get through. Leave a voice message. Call center agents have a strong prejudice against leaving a voice mail. It works well. The BPO agent should leave his/her name and number before anything. Then give them a reason to call. Make it an enticing one. Make them feel they will benefit if they call back.

How to Make Cold Calling Opportunities Out of Voice Mails – Turn Voice Mails Into a Cold Calling Journey of Discovery!

Most people who still use the traditional cold calling mindset look at voicemail as a dead end. They say to themselves, “Oh well, I may as well leave a message and hope he calls me back.”

This almost never happens, and we know it. But we’re often so relieved not to have to talk with someone, that we leave a message anyway. We avoid dealing with another person’s potential negative response to us and we avoid being challenged by the receptionist as well.

By the time the day is over, we might feel good because we’ve played the “numbers game” and made a lot of calls. But our productivity has been minimal. And over time that can make us feel frustrated by our experiences in cold calling.

With the new approach to cold calling, voicemail is an opportunity for discovery. It leads us beyond voicemail. Voice mail becomes a starting point for you begin the process of locating the person you’re trying to contact.

Our objective is not to pursue people to make a sale in this new way of cold calling. It is to uncover the truth of their situation and to be okay with the outcome, whether it’s a “yes” or a “no.”

So we can begin to feel more comfortable hitting “0″ when we get someone’s voicemail. Because we then have an opportunity to go back to the receptionist and begin a dialogue based on asking for help.

Here’s how the dialogue might go:

“Hi, maybe you can help me out for a second? I’m trying to get hold of Mike and I got his voicemail. Would you happen to know if he’s at lunch, or on vacation, or in a meeting by any chance?”

Here, you aren’t just asking to find Mike. And you’re also providing possible solutions to finding Mike. This helps the receptionist feel as if he or she is part of the problem-solving process.

The receptionist is likely to offer one of two responses. The first is, “Yes, he’s in a meeting (or at lunch or on vacation) and I’m not sure when he’ll be back at his desk.”

This answer has just given you a lot more information than you would have if you had just left a voicemail. Now you know your contact’s whereabouts in real time and you can call back at a more appropriate time.

The second response is, “No, I don’t know where he is.” In this case, you would reply, “That’s not a problem…” This low-key statement diffuses any possible pressure that the receptionist might be feeling about not being able to answer your question.

You can then continue with, “Would you happen to know anyone whose desk or office is near him or who works in his area who might know where he is?” Again, you’re offering another option for solving the problem. In many cases, the receptionist will then transfer you to a colleague of your contact who can help you determine his or her whereabouts.

The receptionist may also reply, “No, I don’t know anyone in his area.” You then say, “That’s not a problem…” and offer, “Would you happen to have a paging system or his cell phone number by any chance?”

If the receptionist replies, “Sorry, we don’t have those,” then at that point you can say, “Thank you very much. I really appreciate your help. And then hang up, and call back another time.

Does the idea of paging potential clients or calling them on their cell phone make your stomach clench up? Are you thinking that you can’t cold call people that way because they might reject you?

That fear is only to be expected if your agenda is to sell something to the person. In other words, if you’re still using the traditional sales mindset. But once you master the new cold calling perspective, you’ll feel comfortable calling anyone, any time, using any mode.

As long as you’re 100 percent focused on your potential client’s world, you’ll find that people will be receptive to you. You can easily navigate throughout an organization with the type of dialogue described above, because you’re asking for help in a relaxed manner and you never put anyone on the spot.

Suppose that your efforts to locate your contact in this way fail. At that point you can leave a voicemail, but it should always be your very last option. Here’s an example of an appropriate cold calling voicemail:

“Hi John, maybe you can help me out for a second? I’m not sure if you’re the right person or not, but I’m trying to reach the person responsible for reporting problems about unpaid invoices. My name is John Edwards, my number is…”

Try this way of approaching the situation of voice mails, and you’ll be surprised and pleased at how often it becomes a highway instead of a dead end.

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