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COM}

How to cold call and build new manual

. ( )
The messenger of ALLAH peace be upon him said ,
( seek knowledge even in china )

ahmed ibrahiem
9/30/2013


How to cold call and build new customers

Seminar objectives
.
Use effective power phrases to gain appointments .
.
Be poised and confident when cold calling .
.
Use language that gets prospects excited .
. , ,
Appeal to buyers needs , wants , and interests .
.
Maintain a positive attitude toward cold calling .


How to cold call and build new customers

Table of contents
4 - The dale carnegie @ relationship sales model

4
5

5 what can hold us back

% 1 6

6 becoming part of the top 1 %

7 business reality : understand your value proposition

: 7
8

8 understanding what buyers want

: 9

9 key issues : how to get buyers excited

11

11 client interview

: 11
11 appointment power phrase : ensure that prospects will take your call
11 voice mail messages that create call backs

11

17
17 determine what type of prospect you are dealing with
11

11 strengthen relationships principles

11 seven ways to charge yourself up to make cold calls 11

11
11 telephone selling principles to overcome call anxiety
15

15 cold calling door to door

17

17 new business activities

11 proven strategies to get past the gatekeeper

11

: 15
15 prospecting methods : search systematically for new opportunities
17

17 pre approach

19

19 power questions that engage prospects

41 set more appointments with qualified buyers

41
41

41 creating the pipeline

: 41
41 opportunity chart : search systematically within existing accounts
: 41

41 opportunity chart : revive dead accounts

44

44 use referrals to double your sales

45

25 listening to learn

46

46 communicate with poise and confidence

3


The Dale Carnegie R Relationship sales model

interest
rapport

Planning

Customer
relationship

solution

Follow through

motive

commitment

. , ,
The sales model begins with rapport and moves through interest , solution , and motive
toward commitment .
. ! , ,
This is not , however , a lock-step process ! we are building rapport throughout the sale .
.
We must constantly keep buyers interested .
.
We must be perceived as solution-builders from the start .
.
Everything we do must motivate the customer to buy .
.
We should be developing commitments throughout the process .


What can hold us back ?

Comfort zone

What are some of the business development activities currently outside your comfort zone ?

. . ,

You can conquer almost any fear if you will only

make up your mind to do so . for remember , fear
doesnt exist anywhere except in the mind .
Dale carnegie

. %1
Becoming part of the top 1% .
.
They get all the business .
.
Ask questions at a deeper level .
.
Gain a deeper level of relationship .
.
Clone the customer .

 :
Business reality : understanding your value proposition
" . , , , " ,
Our definition of business reality is , get more done , better , faster , with less.
.
There are three factors that we must always consider as we create value propositions for cold
calling .
. , ,
Buyers are generally interested in time , cost , and quality .
.
These factors are in constant tension .

Time

Cost

Quality

. :
Understanding what buyers want : how to position your product .
.
Dont sell meR is based on the premise that people hate to be sold *.
: .
They want to have their needs and desires . as in :
! .
Dont sell me clothes . sell me attractiveness !
! .
Dont sell me shoes . sell me feet that feel refreshed !
! .
Dont sell me books . sell me knowledge !
, , .
. .

Buyers want to improve their current situation . they rarely , if ever , really
want to buy our products . they want the result of the products we sell .

 :
Key issues : how to get buyers excited
. ,
When cold calling , we need to understand the key issues our buyers are facing .
. , ,
CEOs , VPs , and other executives focus on issues at a different scale than their
employees .
. ,
Typically , people at the center of the circle-of-influence are not as interested in issues
important to lower level workers .
.
Our role shifts from selling commodities to becoming business consultants .
" " ,
.
To impact the higher levels in client organizations , we have to adapt our language to meet
the needs and expectations of these people .
. " . "
We call this upscaling the conversation . our questions and statements need to address
the relevant business issues .
4
1 executive buyers

2 financial buyers

3 technical buyers

4 user buyers

() :
, .
.

Tip : please be aware that the issues that are directly linked to the service(s) we
provide probably do not appear to address the business issues at the highest level .
therefore , we need to stop thinking about those services and start focusing on the
clients business issues .

Key issues for my clients

Some examples of key issues for existing clients :
9

 :
Client interview : how to become great in sales
.
Interviewing your current clients helps you gain evidence to use when you are cold calling
new prospects .
.
These interviews also build client loyalty when you help them realize how they are benefiting
from your solutions .

How are you benefiting from using our product or service ?

What key issues have we been able to solve for you this year ?

What has been the impact ? money saved ? cycle time reduced ? new business developed ?
( )
.
(client name ) will you jot a short note to me reviewing the three key issues we just discussed
? I can help you with the format .
( )
Who do you know similar to you who would benefit from ( key issues of this client ) ?
:
.

Tip : information you get from interviewing clients will help you
continue to develop better appointment phrases and create
fantastic evidence for your sales calls .

10

 :
Appointment power phrase : ensure that prospects will take your call
-
Three-step process to make the appointment
.
Reason for calling tied into key issue .
.
Brief statement on how you are doing this .
.
Ask for appointment or ask for permission to ask questions when selling over the phone .
" ( )
, ( ......
" . )
the reason Im calling is that my company has done some work for a number of companies
like yours ( name a few if possible ) and what these companies have been able to achieve to
( solve a relevant business issue , for instance substantially increase their market share
and profitability ) .
" . )" _______(
we have accomplished this by using a unique approach that we have developed to solve this
problem whereby we ________( give a brief reason how ) .
( ) . ) " (
" .
( prospect name ) . what would be a good time for us to get together to discuss ( prospect
key issue ) ? I have a window of time available on Wednesday at 1:30 P.M. . how does that
sound ?

11


Appointment power phrase
. 54 :
Positioning your key issue : A 45-second cold call presentation .
.
Reason for calling tied into key issue .
.
Brief statement on how you are doing this .
.
Ask for appointment or ask for permission to ask questions when selling over the phone .

, , , , , , :
. . , ,

Tip : use power words like reduce , eliminate , increase , contain ,

saving , invest , quality , specialized , etc . to help get buyers excited .

12


Voice mail messages that create call backs
:
Three reason that people delete voice mails :
.
Often salespeople are discouraged when they are transferred to voice mail .
.
Voice mail offers us a tremendous opportunity to communicate far more to the prospect than
we could by leaving a message with the gatekeeper .
. , , 11
You have up to 30 seconds to make the listener sit up , take notice , and be motivated to call
you back .
:
Try the following methods when you reach someones voice mail :
. ) (
Say your name distinctly ( pause part punch ) .
.
Use your power phrase to make your voice mail message more compelling .
. 1
Press zero to transfer to a human operator .
. ,
Leave a compelling message , not just a name and number .
.
When the voice mail system allows you to , review the message you have left .
.
Always leave your phone number at the beginning and the end of your message .

13


E mail follow up
. ,
After leaving a voice mail , follow up with an email to significantly increase your hit ratio .
. @ :
. @ :
:
. , . ,
. %11 %11 . %11 ,
.
.
.
. .
To : ksmith@hospitalmarketing.com
From : top_seller@mycompany.com
Subject :
As I indicated in my voicemail , below you will see synopsis of the purpose of my call . if we
can speak sooner , please respond .
Last year , clients we have worked with increased their sales volume an average of 30% . they
reduced their cost of advertising by 20% to 30% .
They were able to accomplish this by utilizing a proven series of client-focused media
approaches . these approaches establish their business as the customers choice for the
market they serve .
This proven system may work in your environment .
In order to see if this idea is appropriate for you , I will contact you tomorrow at 1:00 pm .
. /

There are legal restrictions on sending unsolicited faxes and / or emails .

14

 :
Individual exercise : tendencies

Instructions
, .
. .
Each of the lettered rows below contain four words or phrases . from each row , circle the
one word or phrase that most closely describes you . choose only one from each row .

A strong-willed

adaptable

animated

analytical

B peaceful

playful

persistent

competitive

C submissive

planner

sure

convincing

D outspoken

orderly

spirited

reserved

E spontaneous

confident

detailed

patient

F deep

decisive

funny

shy

G inspiring

tenacious

thoughtful

inoffensive

H loyal

listener

leader

mixes easily

I talker

pleasant

chart maker productive

J balanced

perfectionist

bold

popular

15

 :
Individual exercise : tendencies score sheet

Instructions
.
. )1( ) 4( .
Circle the words or phrases you circled on the previous page on this score sheet . total the
number of items circled in each column . rank the columns from lowest (4) to highest (1) .

Expressive

driver

analytical

animated

strong-willed

playful

competitive

convincing

sure

spirited

persistent

spontaneous

confident

funny

decisive

inspiring

tenacious

mixes easily

leader

talker

productive

popular

Expressive

bold
driver

deep

shy

thoughtful

inoffensive

listener

chart maker

amiable

pleasant

______________
_______________
16

perfectionist

analytical

patient

loyal

reserved

detailed

peaceful

submissive

orderly

planner

outspoken

adaptable

analytical

amiable

balanced


Determine what type of prospect you are dealing with
.
Understanding our own style will help us build on our strengths and minimize weaknesses .
.
Understanding buyers styles allows us to modify our approach to be more successful .

Analytical

Driver

Amiable

Expressive

17

*
*

*
-

* ,

*
*

*

*

* ,


*
*
*

* ,

*
*

*
*

*

,

*
*
*
* ,

* ,

*

*
* ,

* ,

* ,
&

*
*

*
,


*

* ,

* ,

* ,

* ,

*

*

*

18

*
*

*

* ,
""

*
*
*
*

Working with buyers : selling and commitment strategies

Salespersons
temperament
Driver
salesperson
Selling
to

Expressive
salesperson
Selling
to

Amiable
salesperson
Selling
to

Driver buyer

Expressive buyer

Amiable buyer

* use your natural

style
* dont let egos
clash
* be prepared for
a tough closing a
contest

* be open and
friendly
* take time to
socialize
* to close , show
personal benefits
and recognition to
the buyer

* slow down
give support and
assurances
* involve other
members present
* dont stress new
products
* to close , make
decision easy for
them and
reassure that
decision

* answer their
questions
*
provide more facts
than you want to
* encourage evaluation
*dont lose patience
* to close , be firm ,
polite , and decisive
after proper facts and
evaluation time

* be formal and to
the point
* keep distance ,
no touching
* dont joke or
waste time
* let them be
important
* dont be
apologetic in
closing or rejected
by the possible
bluntness of the
driver

* dont compete
for recognition
* stick to business
* be sure to close

* earn their trust

* dont overly
socialize
* give plenty of
support material
* give assurance
and testimonials
* to close , be
polite and
reassuring

* be factual , with more

facts than you like
* dont try to impress
them on your
importance * dont
bluff answers
* dont touch them ,
keep distance
* to close , be direct
and confident after all
questions are
answered

* be yourself , but
confident
* recognize and
accept their
aggressive style
* dont be
intimidated by
them
* be confident
and close sooner
and harder than
you feel
comfortable with

* accept the
openness and
friendliness of an
expressive
* be friendly but
dont let them
waste a lot of
your time
* dont bog them
down with details
* close on their
personal ego do
it more quickly
than you like to

* will relate well

with other
amiables
* be assuring with
them , but also
confident and
aggressive
* dont wait for
them to be totally
comfortable to
close just
provide
assurances that it
is the right
decision

* answer their
questions confidently
* give them the facts
they want
* dont
be discouraged by their
perpetual skepticism
* to close , insist they
owe you a decision
for your time spent
with them

19

Analytical buyer

Analytical
salesperson
Selling
to

* dont try to be
impressive with
excessive facts
and figures , give
bottom line
answers
* concentrate on
high points
* get excited
about new
products
* close to the
individuals ego ,
not on the
products merits
difficult for the
analyticals

* try to be more
friendly and fun
* be excited about
new products
* sell to the
person , not the
products features
* dont bog them
down with details
* close before you
feel all the
necessary facts
are disclosed

20

* be friendly ,
earn their trust
* slow down on
the facts , allow
them to digest
* talk to the other
members present
* be careful not to
get too excited
* close with
assurances

* keep control
* be
friendly
* present
both sides
* close earlier than you
expect



Strengthen relationships
become a friendlier person
. , , 1
1 dont criticize , condemn , or complain .
. , 1
2 give honest , sincere appreciation .
. 1
3 arouse in the other person an eager want .
. 4
4 become genuinely interested in other people .
. 5
5 smile .
. 6
6 remember that a persons name is to that person the sweetest sound in any language .
. . 7
7 be a good listener . encourage others to talk about themselves .
. 8
8 talk in terms of the other persons interests .
. 9
9 make the other person feel important and do it sincerely .

These principles are the brick and mortar to

building long term relationships .
Rick gallegos

21


Seven ways to charge yourself up to make cold calls.
.
Our attitude toward cold calling will define our success .
, , ,
. " "
We should look at cold calling as an opportunity to sharpen our selling skills , expand our
network , gain new clients , and have fun .
.
Starting with a positive attitude makes all the difference .
1 get up

2 suit up

3 show up

4 read up

5 pump up

6 dial up

7 put up

22


Telephone selling principles to overcome call anxiety
.
The sales process does not change when we use the telephone .
.
We must be aware that the telephone presents a different set of challenges .
:
Some of these challenges are :
.
It is easy for customers to avoid us
.
Many people see incoming phone calls as an interruption .
.
Our attention span on the phone is dramatically shorter than in face to face meetings .
. , ,
.
Body language , a major communication tool in face to face meetings , is virtually
eliminated. We cannot see customer reactions .
.
It is easy for a customer to be doing something else while talking to us on the phone .
.
Technology presents new challenges to getting to the right person on the phone .

23


Phone call efficiency
.
Improving your phone call efficiency involves adhering to several guidelines .
.
Make an appointment to make appointments .
.
Determine how many appointments you need per week .
.
Batch calls .
. " "
Use a tracking form .
.
Complete pre approach forms , if appropriate .

Remember
. " .
Get to the point . listeners attention spans are short on the phone .
.
Be courteous and assertive .
. ,
Remember , sales is a numbers game .
! " "
Every no gets you closer to yes !
. , ,
Be concise , clear , and persuasive .

24


Cold calling door to door
.1
1. door to door process
. .1
1. walk in with enthusiasm be magnetic and friendly .
: .1
2. shake hands with receptionist and select one of these phrases :
". * "
* I need some help .
" * " ____________
* can you tell me who the decision maker would be regarding____________?
. .1
3. use appointment power phrases .
. .4
4. ask to see the person if possible or leave business card .
. :
Note : leaving lots of information may cause the perspective buyer to make a decision about
your product before you ever speak to them .
.
It is recommended to leave as little information as possible .
!
Remember to have fun on these calls and to keep your energy up !

. .11
11. one way to warm up our prospecting is to do more face to face cold
calling .
. , ,
This gives us opportunities to make a visual impression , learn alittle more about the
company , and make contact with more prospective clients .
. *
* build alternate calls into your day .
. *
* get the names of decision makers .
25

. *
* treat every door as a potential client .
. *
* use pre approach to warm up the call .
. *
* dont rely on your brochures to sell for you .

.111
111. follow these rules
.
Have your appointment power statement ready .
.
Have your calendar with you to set appointments .
. .
Do not abuse the time of the person you see . generate interest and set appointment .
". "
Ask to see the person and create urgency I wont be back .
.
Use e mail to follow up .

26


New business activities
.
Understanding how our activities translate to new business helps us define profitable action .

Dials

Voice mail / information sent

Meaningful conversations

Appointments set

Presentation

Proposals

Closed deals

Revenue generated

Profit margins

27


The numbers game
. %11 %15 ,
Depending on your skill , you will close from 15% to 30% of your contacts for meetings .
/ 5,111 = / 11

%16
) 1,116 (

%11
) 611 (

%11
%15
) 191( ) 195 (
7.8

%11
) 181(

1.9

%15
) 91 (

1.6

1.8

20 dials / day = 5,000 dials / year

Geeting past
blocker
Appointments
with contacts

12 %
( 600 contacts )

26 %
(1.206 contacts)

15%
30%
(90 meetings) (180 meetings)

15%
30%
(195 meetings) (390 meetings)

1.8

3.6

3.9

7.8

Weekly
appointments

! , ! ,
As you can see , sales is a numbers game ! practice the fundamentals and the numbers will
work for you , not against you !

28

29

..........................: )contacts(

..............:%)Appts/dials(/

...................: )Voice mail(

.................: )Appts set(

................................... : )dials(

................. : )Sent info(

..............................: )minutes(

21 22 23 24 25

_________________________ 36 37 38 39 40

_________________________ 31 32 33 34 35

_________________________ 26 27 28 29 30

_________________________

16

11

17

12

18

13

19

14

20

15

10

Activities performed

)///(

Performance analysis
(person/company/title/date)

Appointments generated

Name : .

Week beginning :.

.......................... :

.......................... :

Daily activity sheet

Sunday


Ten proven strategies to get past the gatekeeper
.
Gatekeepers can help us if we treat them as professionals and give them a valid reason to put
us through to decision makers .
.
Part of our job is to get past the gatekeeper and to the prospects .
. ,
While no methods works every time , having a variety of approaches helps us increase our
chances .

Proven strategies
....................

.................

....................

...............

.................

........

..............

.......................

.........................

..................

......................

.......................

...........................

..............
...................

Go to the

call at.

Ask for thedepartment

call on

Ask the gatekeeper

expect to get.

Do

pressif you get voice mail

Use a.

draw

Ask.

Bring a.for the gatekeeper

Use the persons..

say..

Get a direct

30


Gatekeeper opening phrase power script
: ,
Remember , gatekeepers want to know :

Who are you ?

Where are you from ?

What is it in reference to ?

.
Your opening phrase should address the first two items .
1

Step one

.
Identify yourself and your company .
.
Your tone should be friendly but purposeful .
. ______________________ _________________,
Hello , this is ____________________________ from __________________ .
. ,
In doing this , you have eliminated two key questions the gatekeeper will probably ask .
.
Say your name clearly and slowly .
.
Exude confidence .
. , ,
Use pause , part , punch .

Next

Add one of the following phrases :

. . _________________ /
Could you please tell mr/ms ___________________ Im on the line ? thank you . Ill hold .
. . / ________________ /
Im calling to reach mr/ms ______________________ could you please tell him/her . Im on
the line ? thanks .
31


Use a referral to get through
. , ,
Salespeople quickly discover that using the name of someone the prospect knows , admires ,
or respects opens doors most .
. ,
At the conclusion of every sale , ask for a referral .
.
Constantly ask your loyal customers whom they know that you should be calling .
.
Use their name as your referral .

Example

. ,
Hello , this is joe stevens with open the door technologies .
. ,
Could you please tell mr.michaels that I am on the line ? thank you , Ill hold .

May I tell him what this is in reference to ?
. .
Jerry walters suggested that I give him a call . Ill be happy to hold .

Script

___________ ____________ ___________ ,

. ,
Hello , this is _____________ with ___________ could you please tell ____________ that I am
on the line ? thank you , Ill hold .

May I tell him what this is in reference to ?
. . _______________
______________ suggested that I give him a call . Ill happy to hold .

32


Redirect referral
. ,
Frequently , our efforts to penetrate accounts lead us to individuals that redirect us to others
in their organization .
.
For this reason , you may want to consider starting at the top .
. , ,
Often , when placing a call to the executives office , we are redirected to another person .
:
This gives us the opportunity to say :

Could you please transfer me to that person ?
: , ,
And , once transferred , say :
. ,
Hi , this is sally baker from bell corporation .
. ,
May I speak to bill payton please ? thank you , Ill hold .
:
When the gatekeeper asks what the call is about :
. , . / / ,
Oh , I was instructed to call by your executive office / president / CEO . thank you , Ill hold .

Script

. _________ . _______________ _________ ,

.
Hi , this is ___________ from ______________ . may I speak to ___________ please ? thank
you . Ill hold .
. . ________________
I was instructed to call by ____________ thank you . Ill hold .
" "

You will find that using the phrase I was instructed to call will increase your
chances to be put through .
33


Reference to previous correspondence
.
Another way of increasing the odds of the gatekeeper giving you access is to refer to previous
correspondence from the initial communication step .
: ,
When doing so , never use words like :
Brochure

Literature

Information

Letter

Instead , try

Correspondence

Writing

Fax or e-mail

: , " "
In response to the what is this in reference to question , say :
.
Im calling in reference to some recent correspondence weve had .

.
. /
Im calling to follow up on an idea mr./ms. Got in writing on Tuesday .
. . /
Its in response to an e-mail that ms./mr. received yesterday .
" , "
.
You may want to end all of your statements with thanks , Ill hold . you will find that
an assertive approach will generate better results .

34

 :
Prospecting methods : search systematically for new opportunities
.
Here is a partial listing of possible tools for prospecting .
.
Check the ones you are using now .
.
Circle the ones you could try .
.
Remember to get out of the box .
.
Look for ways to take an idea and make the concept relevant to your business .
Current accounts
Web pages
Internet searches

Local business
publications
Seminars
Mailing / response
cards

Buy mailing lists

Phone books

Financial reports

Trade shows

Telemarketing

referrals

Trade magazines
Leads from other
salespersons
Leads groups
Media
Friends
Social / business
functions
Directories

Co-workers
Competition
Dun & bradstreet
data

&

Databases

Billboards

/ Cold calling
Affiliates
35

Book of lists

New construction
sites

Business trucks

Chambers of
commerce

Better business
bureau

Call-in leads

Building directories

Library

Government

Service organization

Classified ads

Create events

Tourists magazines

Attend business
events

Social clubs
Active listening
Neighbors and
friends
Charity organizations
Brochure drops

Direct mail

People I do business
with

Give presentations
and workshops

Advertising from
prospects

36


Pre approach
.
Pre approach gives us reserve power so we can have informed discussions with prospects
when we cold calling .
.
Excess times spent on pre approach can become a barrier .
.
At times picking up the phone and dropping in on prospects are our best actions to take .
. " "
Six must knows before you pick up the phone .
. , ,
Key information about the industry , company , and people .
.
Specific key issues and needs they are facing .
.
Evidence you have of results you have achieved for others .
.

Common ground or contacts .

Set specific call objectives .

How you will open the call .

37

Research sources

Internet search by
company name
Search by peoples
names
Contact
management system
Champions
Dun and bradstreet
data

Search by product name

Web pages

Internal records
Your mentor
Hoovers . com

News sources

Magazines and business

publications

Annual reports

Credit bureaus

Word of mouth

Competitors

Other salespeople
Better business
bureau
Friends and
associates

38


Power questions that engage prospects
. " , "
Get the prospect to say yes , yes immediately .
.
Use appointment power phrase .
.
Ask for a meeting .
. ,
.
If you get an objection , ask a power question .
use a power question to anticipate objections and turn them around .

39


Set more appointments with qualified buyers

Know when to stop and when to move on
. ,
Once you have gained some credibility and agreement to talk further , consider asking some
questions to see if you have a qualified buyer .
,
.
Salespeople often find themselves spending significant time setting appointments and getting
in front of a prospect , only to discover that we really do not have a good fit .

.
Prospects who are reluctant to give you a twenty minute appointment will be more likely to
give you three minutes on the phone to see if you have something that will help them .
. ,
Whenever possible , your questions should be based on pre approach research .

Permission question :

" , , "
thanks for agreeing to meet with me . to see if we might have a good fit for you , can I ask a
few questions ?

Need question :

. __________ "
" ( )
I see from your web page that one of your current initiatives is to _______________ . are
you currently purchasing ( a product similar to yours ) to prepare for this ?

Quantity question :

" "
how much do you use on a quarterly basis ?

Budget question :

" "
what kind of budget are you working with ?

Authority question :

, "
"
in addition to you , who else is involved in the decision making process ? anyone else ? will
you invite those people to our meeting ?
40


Your qualifying questions
. ,
Define the types of questions you should ask to qualify your prospects , then develop
questions based on these areas .

Creating the pipeline

Sales revenue desired

Closing ratio

Amount required for pipeline

%
Cold calls

Referrals

Current client base

..................... - 1

..................... - 1

..................... - 1

..................... - 2

..................... - 2

..................... - 2

..................... - 3
..........................
..........................

..................... - 3
..........................
..........................

..................... - 3
..........................
..........................

41

 :
Opportunity chart : search systematically with existing accounts

Products / services
/

Companies / locations

Minimal selling opportunity

Good selling opportunity

42

Currently buying from us

 :
Opportunity chart : revive dead accounts

Products / services
/

Companies / locations

Minimal selling opportunity

Good selling opportunity

43

Currently buying from us


Use referrals to double your sales
. 1
1 meld yourself into someone elses client base .
. 1
2 find a pilot to steer you through networking events .
. 1
3 never sell right after a personal introduction .
. , 4
4 remember that when people meet you , they usually dont need you .
. % 81 , 5
5 remember , referrals are already 80 % sold .
. 6
6 wear business attire more often .
. 7
7 offer compensation for referrals .
. 8
8 trade freebies for referrals .
. 9
9 get on a membership committee .
. 11
10 give more referrals .
. 11
11 ask for referrals .

44


Listening to learn
. ( )
We are now at the point where the client or prospect agreed to our asking
) questions .

( challenging

.
We must understand the client or prospects organization so we can determine whether we
can add value .
. .............. ,
Since we got the permission to ask questions , it makes sense to ask questions .
. ,
Before we go into the questioning itself , lets look at some fundamental communication
issues first .
.
We have two ears and one mouth .
.
This is natures way of saying that listening is more important than talking .
. ,
Typically , our listening is selective .
. ,
Even though we may be asking the right questions , we are conditioned to listen to what we
want to hear .
.
What we want to hear are issues we could resolve or products or services we could sell .
.
This is a reflex we need to control to differentiate us from others .
. ,

The focus is on the client , not on us .

Listening ladder
listening empathetically

Listening to learn
listening attentively

listening selectively

listening to answer

pretending to listen
45


Communicate with poise and confidence

In person

. / / % __________
____________ % body language / gesture / facial expressive .
. / % __________
____________ % voice intonation / dynamic .
. % __________
____________ % words we use .

Over the phone

. / % __________
___________ % voice intonation / dynamic .
. % __________
____________ % words we use .

How people evaluate us :

How we look

What we say

How we say it

What we do

Communication fundamentals

* excited
* earn the right

* eager to share

*
*

* enthusiastic

46


Pulling it all together
) 11 ( 1
1 gatekeeper power script ( see page 31 in your participant manual )
: _______________ ___________________ ( ,
. )
Hello , this is ___________________ from _________________ ( tip : say your name clearly
and slowly , exude confidence ) .
. , ____________
Could you tell ________________ Im on the line ? thank you , Ill hold .
:
Gatekeeper responds : what is this in reference to ?

Choose :

) 11 (

Referral ( page 32 )

) 14 (

Previous correspondence ( page 34 )

Power phrase ( page 10 )

) 11 (

Note : always be honest

. :
) 19 ( 1

2 get the prospect to say yes ( page 39 )

) 11 ) ( , ( 1
3 use the appointment power phrase ( reason for calling , tied into key issues ) ( page 11 )
) 19 ( 4
4 - ask for the meeting ( page 39 )
) 41 ( 5
5 ask qualifying questions ( page 41 )
) 19 ( 6
6 use power questions to handle objections ( page 39 )
7
7 confirm the appointment

47

Dictionary
Confident
Prospects
Excited
Appeal

Participant
Seminar
/ Objectives
/ Effective

Interests

Phrases

Maintain

Gain

Positive

Appointments

Attitude

Poise

Through out

Toward

Constantly

Interest

Perceived

/ Solution

Developing

Motive

Comfort

Commitment

Zone
Business
Activities
Mind
Exist

/ Rapport

Through

Process
Currently
/ Conquer

Except

Almost

Deeper

Fear

Clone
Proposition

Make up

Reality

48

Result

Definition

Registered

Done

Institute

Factors

Permission

/ Consider

Key issues

Value

Facing

Generally

CEOs

Tension

VPs

Based

Executives
Focus on
Employees

Premise
Hate
Desires

Typically

Satisfied

Influence

/ Attractiveness

Role
Shifts
Commodities
Consultants

Feet

/ Feel

Refreshed
Knowledge

Impact

Concrete

Adapt

Terms

Improve

Situation

Expectations
Up scaling
Statements

Rarely

Aware

To address

49

Approach

Provide

Where by

Probably

Positioning

Appear

Presentation
Reduce
Eliminate
Contain
Specialized

/ Therefore
Evidence

/ Loyalty

Realize

Benefiting

Often

Jot

Discourages

Format

Opportunity

Fantastic

Tremendous

Ensure

Communicate

Reason

Far
Gatekeeper
Listener
Sit up
Notice
Methods
Reach

/
/

Tied

Brief

Achieve

Instance

Substantially
Share
Profitability

Accomplished

Pause

Unique

Compelling

Punch

Distinctly

50

Tendencies

Operator

Instructions

Follow up

Rows

Significantly

Describes

Hit

Analytical

Ratio

Animated

Indicate

Adaptable

Below

/
/

Synopsis

Purpose

Persistent

Respond

Playful

Utilizing

Strong willed
Competitive

Peaceful
Convincing
Sure
Planner

Proven

Series

Establish
Environment

Submissive

Appropriate

Reserved

Contact

Spirited

Legal

Restrictions

Outspoken

Unsolicited

Patient

Individual

Detailed

Exercise

Spontaneous

Confident

Orderly

51

 Shy

Column

Funny

Rank

Decisive

Item

Expressive

Deep

Driver

Inoffensive

Amiable

Thoughtful

Tenacious

Type

Inspiring

Understanding

Mixes easily

Determine

Style
Strength
Minimize
Weaknesses
Modify
Concentrate

Leader
Listener
/ Loyal
Productive
Chart maker
/ Pleasant

Merits

Talker

Temperament

Popular

Stick

Bold

Bog
Aggressive
Intimidated
Impressive
Figures

Perfectionist
Balanced

Score

Sheet

Excessive

52

Assurances

Distance

Decision

Joke

Plenty

Apologetic

Testimonials
Criticize
Condemn
Complain

Bluntness

Recognize

/ Natural
Egos

Honest

Clash

Sincere

Prepared

Formal

Owe

Appreciation
Arouse
Eager
Genuinely

Proper
Bluff

Encourage

Perpetual

Principles

Skepticism

Mortar

Insist

Define

Polite

Relate

Expand

Digest

Get

Evaluation

Suit

Firm

Sharpen

Show

Disclosed

Put

Pump

53

Visual

/ Overcome

Alternate

Anxiety

Treat

Set

Rely
Brochures
Abuse
Urgency
Recommended

/ Avoid
/ Interruption
/ Span
Major
Tool

Virtually

Practice

Involves

Fundamentals

Adhering

Proposals

Valid
Script
Identify

Guidelines
/ Batch
Tracking

Purposeful

Appropriate

Exude

Courteous

Reference
Referral

/ Assertive
Concise

Discover

Persuasive

Admires

Enthusiasm

Conclusion

Magnetic

Frequently
Efforts

/ Shake

Select

54

Constructions

Penetrate

Bureau

Corporation

Attend

Correspondence

Excess

Odds

Barrier

Access

Picking up

Initial

Specific

Literature

Common
Sources
Associates
Mentor

Instead
Response
/ Recent
Received

Engage

Information

Immediately

Letter

Anticipates
Qualified
Credibility
Agreement
Further
Significant
Fit

/ Writing
Partial
Functions
/ Directories

/


/
/

Chambers

Charity

Drops

Reluctant

Co workers

Whenever

Bill boards

Initiatives

Affiliates

55

Selectively

Purchasing

Pretending

Similar

/ Budget

Poise
Gesture
Facial

/ Quantity
Authority

Intonation

Area

Dynamics

Revive

Pull

Pipeline

Meld

Steer

Pilot

/ /

Attire
Compensation

Freebies

Membership

Committee
Agreed
Fundamental

Conditioned

Reflex

Ladder

Empathetically

Attentively

56