How To Get Face To Face Over The Phone
By Jim Klein
One disadvantage of selling by telephone is the lack of
face to face contact. Mastering this phone skill will give
you an advantage over most sales people.
When you are sitting with a prospect it's much easier to
read their body language. You can see the look on their face
when they're confused about something you said. You can see
the delight when you hit a hot button for them. You can
read the shifts in their body as they respond to your
every word. Non verbal communication is missing when you
sell by phone.
Selling over the phone puts you at a huge disadvantage
because numerous studies have shown that 55% of what we
communicate is non verbal. This technique will give you back
that advantage you might have lost.
Ask The Right Questions
By asking questions that solicit a response from your
prospect you will get an idea of what's going on inside the
prospects mind. Normally you ask these questions during
your presentation or while answering objections.
Let's say you are describing how your product or service
will benefit the prospect and you haven't gotten any kind of
verbal response from them. This is the time to ask a
question like:
Does that make sense to you?
How does that sound?
Are you with me so far?
If you are answering a question or concern you should ask a
question that verifies that you have handled their
objection, such as...
Does that answer your question?
You're looking for feedback from them so you can
see what they are thinking and know how to proceed.
Let Your Ears Become Your Eyes
In any sales situation it's important to listen carefully
to responses to your presentation and your questions.
When you ask a question, shut up and listen.
Listen for two things. First what they say. When you get a
response listen very carefully to the words they use and
analyze and question them until you're clear what they are
saying. Second, listen to the tone of their voice.
Approximately 84% of what we communicate via the telephone
is through the tone of our voice. If they answer a question
one way, however the tone of their voice indicates
something else. Stop and question further to get
clarification until moving forward. Say something like...
It sounds like you have a concern?
This will show them that you're indeed paying attention and
will get them to further clarify their position. If you get
a very positive response with an I'm with you tone in their
voice, you have a buying signal and should move forward with
confidence.
By asking the right questions and letting yours ears become
your eyes you will find your closing ratio on the phone will
increase and so will your sales.
(c)Jim Klein - All Rights Reserved -
http://www.fromtheheartsalestraining.com About the Author
Take YOUR sales training to the next level at From The Heart Sales Training. The place where smart sales people go for "Cutting Edge" resources and services. Click Here Now to sign up for our free ezine "The Sales Advisor"
Jim Klein is the owner of From The Heart Sales Training. He
helps sales professionals attract new clients and generate
an abundance of referrals so they can increase their
income and enjoy life more. Jim uses an approach that
enables his clients to be their best, provide better
service and utilize proven strategies for generating
referrals.
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