Powerful phone techniques2
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The document provides tips for using the telephone to increase business. It discusses having a powerful mindset as a telemarketer, viewing it as a numbers game to achieve sales ratios through follow-up. Effective telephone scripts are key and should establish rapport, state the reason for calling, and determine interest for next steps. An example combines phone calls, direct mail, email and voicemail in a five touch telemarketing campaign to generate initial contacts and follow-ups.
Powerful phone techniques2
- 1. Powerful Phone Techniques to Increase Your Business Ben Eison September 20, 2012 Power Network Presentation
- 2. Agenda • The “Power Mindset” of Successful Telemarketers • The “Numbers Game” • “Fortune is in the Follow-up” • Key Elements of Effective Telephone Scripts • Combining Phone, Direct Mail, Email, and Voicemail • Q&A 2 CONFIDENTIAL – FOR INTERNAL USE ONLY
- 3. “Power Mindset” • The Marketer’s Responsibility • Looking for those that are looking. • The “professional sort” to maintain energy & posture (restaurant example) • Are you selling..or are they buying? 3 CONFIDENTIAL – FOR INTERNAL USE ONLY
- 4. The “Numbers Game” • Difference between “running the numbers” vs. “people business” • Critical Elements of the game: - Achieving & Maintaining “Leads Abundance” - Focus on making # of contacts/day - Knowing your “contact & sales ratios” (30% / 20% / 10% expectation rule) • The “Sales Funnel” process - Suspects (leads) / Prospects / Customers 4 CONFIDENTIAL – FOR INTERNAL USE ONLY
- 5. The “Numbers Game” • Example of a “Sales Conversion Ratio/Process”: Step #1 - to get (1) customer, you have to talk to (5) interested prospects. Step #2 - to get (5) interested prospects, you have to talk to (25) contacts. Step #3 - to get (25) contacts, you have to make (85) phone calls Bottom line: To get (5) customers per week, you will make (425) phone calls…or… (85) phone calls per day. Sales Conversion Ratio: (85) phone calls = (1) customer 5 CONFIDENTIAL – FOR INTERNAL USE ONLY
- 6. “Fortune in the Follow-up” • You mean NOT everyone is ready to “buy now”? • Key Principles in your Follow-up process / system: Principle #1 – Collect Decisions on the first call/contact (“yes” , “no”, but AVOID the “MAYBE’s”) Principle #2 – Use “Three Strikes and You’re out” Principle #3 – Building & Managing Your Sales Funnel - 90 to 120 Day Rule - Seasonal Selling Cycles & “3X objective” 6 CONFIDENTIAL – FOR INTERNAL USE ONLY
- 7. “Key Elements Phone Scripts” • WHY Scripts? • Importance of “Pre-call planning” • Key Elements: - Name Statement & Setting the Tone. - Establishing Rapport….and importance of “mirroring”. - Stating the REASON for your call. - Determining prospect interest. - Establishing a NEXT STEP action. • Example of Phone Script 7 CONFIDENTIAL – FOR INTERNAL USE ONLY
- 8. “Key Elements Phone Scripts” (INTRO) “Hi Joe, my name is BEN EISON, I am the LOCAL Business Account Executive with CHARTER BUSINESS. I understand you handle PHONE & HIGH-SPEED internet requirements for ABC Company. Is that true? (PURPOSE) The reason I am calling is that I work with a number of small business in the area that are looking for FASTER internet speed…or…ways to SAVE money on their business telephone service. Which I am able to help them do about 85% of the time. I wasn’t sure these were areas you would be interested in, but I want to see if you would be open to getting a quote from me. (STOP, BE QUIET, and LISTEN for answer). (DETERMINING PROSPECT INTEREST) - i.e. prospect will indicate their situation. (ESTABLISHING NEXT STEP) GREAT, is now a good time to talk, or would you prefer to schedule another time to talk..or would you prefer we set up a time to meet with me? 8 CONFIDENTIAL – FOR INTERNAL USE ONLY
- 9. “Phone, Direct Mail, Email, Voicemail” • Implement a proactive “5 touch” telemarketing campaign. • Use Phone to make “initial contact”..or “pre-qualify” a lead list • OR…Use Direct Mail piece for initial contact with phone call follow-up. • On phone follow-ups use “3 strikes you’re out” principle. • Use Email to communicate with “hard to reach prospects”, or as a strategy / tactic to turn “maybes” into “definitive answers”. 9 CONFIDENTIAL – FOR INTERNAL USE ONLY
- 10. Thank You! BEN EISON Charter Business Ben.Eison@chartercom.com 203-805-9089 10 CONFIDENTIAL – FOR INTERNAL USE ONLY