Put Your Foot on the Ground – Not In Your Mouth

I detest talking on the phone.  I hate how I can’t see the other person, read their body language, or make eye contact.  Even when I talk to relatives who live far away, I try to Skype them instead of calling.  A couple summers ago, I interned for a small startup in my area – and I was literally on the phone every single day.  I would be lying to say I loved it, but by the end of the summer I hated it a lot less because of a few techniques I developed.

Probably the most valuable – and anxiety-relieving – thing I did all summer was to script the introduction to a few calls that I knew I would be making more than ten times.  John Brandon, writing for Inc., actually recommends the same thing to spark a client’s interest in your next sales call.  But instead of just rattling off your name and position at XYZ company, Brandon recommends a more creative approach.  Here’s the script he recommends:

1. Repeat the customer’s name as a question. This way you not only confirm who you’re listening to, but you also are appealing to their ego, since everyone likes to hear their name spoken.  Also, it personalizes the call, which makes the client a lot more trusting.
2. Comment about the state. Brandon writes that if the person is calling from Florida, he might “ask about how things are going down in paradise.”  Mention a local sports team or the weather.  Again, it opens up the conversation and allows the seller to make a more genuine connection with the customer – something that isn’t centered around money or a deal.
3. Ask a very direct question. Undeniably, time on a sales call is of the essence.  You cannot afford to waste time.  Thus, after you’ve established a personal connection, go right into the pain.  When you ask a question first, Brandon writes, you have the power to steer the conversation in a way you want it to go, but also allow the customer to dialog with you.

So next time you make a sales call, don’t be afraid to use your security blanket and script out your call – it may save you from some awkward hang-ups and stuttering!