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Escaping Voice

Escaping Voice

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Published by SUCCESS STARTS NOW
Tips in making calls to get clients back to you ...
Tips in making calls to get clients back to you ...

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Published by: SUCCESS STARTS NOW on May 22, 2008
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06/14/2009

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Escaping Voice-Jail
BY: RORY VADEN
Do you struggle every day with voice-jail? I sure do!I want to talk to you a little bit abouthandling voice mail and prospecting overthe phone. I think we can all agree that, nomatter what business were in, beingefficient and effective on the phone is apretty big part of what we have to do everyday. But there are some things that I hateabout using the phone. One of the things Ihate most is I hate leaving voice messages.I hate leaving them because it seems likeit’s so hard to get a call back from people.Especially if they don’t recognize your voice,it’s not that likely that they are to call youback. Now, as Success Starts Now hasgrown as a company, I find myself in theposition of the leadership of a company andit’s easier for me to relate to why peoplearen’t as proactive about returning phone calls. For example, for mostexecutives, if they’re in a meeting for three or four hours, by the timethey come out of a meeting, it’s not uncommon for them to have four,five or six voice mails, dozens of emails… so voice mail just has notbeen a real effective means of prospecting for me and for any of thesales people that I’ve ever followed.I’ve noticed is that average producers tend to be okay with voicemail. They tend to accept the fact that they have to leave voicemessages and they will do so. There are some effective things that youcan do on voice messages in order to warrant a call back, which we’lltalk about in upcoming weeks. What I want to talk about is thementality of a top producer is altogether different. When you’re tryingto get hold of somebody, an average producer will make a call thatsounds something like this. They’ll say, “Hi, is John available?” Thegatekeeper will respond, “I’m sorry, he’s in a meeting; can I transferyou to their voice mail?” and an average sales person would say,“Sure, I guess that’s fine,” and then they’ll either leave a message or just hang up. Top producers, as I have been traveling around and followingthem around for the past couple of years and have watched them, I’veseen that top producers have an altogether different mentality. They
 
learn to, what we call, commit to the call. They don’t just dial for thesake of dialing. They’re not just trying to get 100 dials in a day becausethey know if they do 100 dials, they’ll get two or three solid leads orappointments. When they pick up the phone to make a prospectingcall, they’re actually committed to getting their prospect on the line. They want to get them on the line right now.One of the techniques that I’ve taken away from my time in thelast couple of years is I learned from a guy named Jeff Heath. And Jeff worked for a company called Unfair Advantage which is anothersouthwestern company but he was formerly one of the directors of sales for Nextel Corporation. I will forever be thankful to Jeff becausehe is the guy who showed me how to commit to a phone call; how tonot accept this idea of “they’re out of the office, they’re in a meeting,they’re busyand leaving a voice mail. It has made a significantdifference in my production.If I could show you a way that you would never have to leave avoice mail for one of your prospects again, would that be valuable toyou? I believe that it would. It’s been an incredible value for me. So I’mgoing to share with you the technique now which we call riding thebull. Riding the bull serves as a metaphor, obviously, for somebody inthe rodeo who’s committed to staying on and being jerked around butmaking that commitment just like the commitment you would make toriding out a bull for 8 seconds is the kind of commitment that we need to make as sales peoplewhen we are embarking on a prospecting call. Sohere are the steps for how to ride the bull. Just writethis down on your paper.
1.Ask if there’s a paging system.2.Ask if they can transfer you to somebody whosits next to or nearby your prospect.3.Ask if they have a business cell phonenumber that you can have.4.Ask them do they have the capability to connect you to the cell phone of the person you’re trying to reach.5.Do they have an assistant that I can speak with?6.EBS – which stands for Equal Business Stature
 These are the steps when you’re riding the bull that you can gothrough – the checklist that you can go through to raise somebodymore effectively on the phone. Here’s how it works:
 
I would call up and say, “Hi is John available?” and they would say,“No, I’m sorry, John is not available right now,” and I would say, “Great,can we page him?” The secretary might respond, “I’m sorry, sir, wedon’t have that capability,” and I’d say, “Okay, is he in today?” and if they say, “Yes,” I’ll say, “Good then can you transfer me to somebodywho sits next to him or sits nearby him?” And they might say, “I’msorry, sir, but I can’t do that.” “Okay, I can appreciate that. Well, I’ll tellyou what; does he have a business cell phone that I can try him on?”“I’m sorry, sir, I can’t give out that number, “ “Sure, I can understandthat. I’ll tell you what; I’ll hold. You can call him on his cell phone andwhen you reach him, you can connect us.” “Sorry sir, but once again,we do not have that capability. Is there something I can help you with?”to which I might respond, “You know, does he have an assistant that Ican speak to?” and he may or may not. And, at this point, you canchoose to ride the bull again, which would be to say, “Yes, he has anassistant but he or she is not available.” “Okay great, can you pageher? Can you transfer me to someone who sits next to her? Does shehave a business cell that I can call her on? Can you connect us?” oryou can choose to ask for somebody of equal business stature. If you’re not able to reach John on the phone, you could still ask to speak,“Okay, is there somebody else who is of a comparable position to John’s that I can speak with?” There are a couple of things that are happening here. First of all,this is obviously most effective in the business to businessenvironment. If you’re calling into an organizationand it’s a large organization and you have no ideawho the decision makers are, or if you have no suchwarm reference, it is especially effective to ride thebull. However, in our business at Success Starts Now,we call on managers of real estate offices, of mortgage offices and we don’t typically call as oftenon large sales organizations or on large corporatetype companies and riding the bull still works. Youcan just play with the different steps in the riding thebull process to help you get hold of people. Forexample, many times, I will just jump directly to“Does he have a business cell phone?” In this day and age, peopletypically have a business cell phone. It’s not uncommon for someoneto have a separate phone for business use and to publicize thatinformation and to get it out there. It just depends on what type of client you’re calling on. Either way, whether you’re calling on majorcorporations with large, thousands, hundreds of thousands of employees or, if you are calling on somebody on their home number orthat works for a small business, learning to ride the bull is incrediblyimportant. It’s learning to commit to actually getting the person on the

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