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Part Four: Putting It All Together
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Part Four: Putting It All Together
by Art Sobczak
Smart Calling, 3rd Edition
Cover
More Praise for Smart Calling
Preface
The Backstory
Who Will Benefit from Smart Calling?
Taking Action Is Required
Part One: The Smart Calling Concept
Chapter 1: Cold Calling Is Dumb, but Prospecting Is Necessary: Smart Calling Is the Answer
Why Telephone Prospecting Is Both Essential, Profitable, and Still Works
Cold Calling Myths, Smart Calling Truths
Still Think Prospecting Doesn’t Work? That’s News to Sales Pros Doing It
The Answer: Smart Calling
Smart Calling versus Cold Calling
Part Two: Pre-Call Planning
Chapter 2: Creating Your Possible Value Proposition
Don’t Talk About Your Thing
Understanding Your Prospects and Why They Might Buy from You
Pain and Gain
The Easy Way to Provide Possible Value
Are You Able to Help Cut Costs?
How Are You Different?
The Value You Have Already Provided for Others
Do You Help Inadequacy?
Value Is Not the Same for Everyone
Chapter 3: Intelligence GatheringMaking Your Calls Smart
What Information Do You Want about Your Prospects?
Identify and Look for Trigger Events
Getting Personal
He Won This Sale
Where to Find Your Smart Information
How to Steal Business When Your Competitor Undergoes Changes
Social Networking—or Social Not-Working?
Chapter 4: Using Social Engineering to Gather Intelligence
With Whom Should You Engage?
What Questions Should You Ask?
More Social Engineering Tips
An Example of Social Engineering in Action
Social Engineering Feedback, and an Answer to an Objection
Chapter 5: Setting Smart Call Objectives and Never Being Rejected Again
Primary Objectives: Thinking Big Gets Big Results
Secondary Objectives: How to Never Be Rejected Again
Chapter 6: More Smart Ideas for Prior to Your Call
Don’t Let Sales Statistics Affect Your Calling
Best Times to Call?
Ritualize Your Phone Time
When You Are on a Roll, Stay in the Zone
End with a Positive
Great Days to Call: When Others Don’t
Other Unconventional Times to Call
Best Times for Follow-up Calls
Combo Prospecting
Warming Up a Smart Call
Emailing before a Call
Multimedia Messages
How about Sending Unusual Items Prior to the Call?
Get Direct Numbers
Part Three: Creating and Placing the Smart Call
Chapter 7: How to Be Smart with Voicemail
The Goal of Your Smart Calling Voicemail
Be Prepared
Say You’ll Call Back
How Many Messages to Leave?
Should You Vary Your Message on Repeat Calls?
Listen to Their Entire Voicemail Message
Listen for Their Tone on Voicemail
Put the Directions in Your Notes to Save Time
Opting for a Live Voice
Use Your Prospect’s Electronic System to Gather Intelligence
Call Back Immediately
Call at Different Times of the Day
Give Your Number Twice, Give Your Number Twice
Review Your Message, but Don’t Assume You’ll Always Have the Option
Make Your Voicemail Message Stand Out from the Clutter
Before You Give Up, Use a Last Resort Message
“Just Hit Reply”
Handling Unreturned Voicemail Messages
Shady Voicemail Tactics to Avoid
Chapter 8: Working with Assistants
Gatekeeper and Screener Myths
What to Do
Be Prepared to Sell the Assistant If You Need To
Tips for Working with Assistants
Getting Your Messages to the Buyer
Will You Help Me?
Go to the Highest Level
Being Hesitant Can Help You Move Forward
Chapter 9: Opening Statements: What to Avoid to Minimize Resistance
“Can You Help Me?”
Don’t Apologize for Wanting to Help Them
Asking for a Decision, or Even Hinting at One
Being Assumptive in the Opening and Using Declarative Statements
Reacting to Unusual Names
How Are You Today? Use It or Not?
Chapter 10: Creating Interest with Your Smart Call Opening Statement
The Jim Furyk Theory
Two Objectives for Your Openings
Scripting
The Smart Call Interest-Creating Opening Statement Process
Putting It into Action
Does Length Matter?
The Time Issue
Weasel Words
A Unique Addition to Your Opening
Using “Status Alignment” in Your Messaging
Create Your Smart Voicemail Message
Chapter 11: Handling Early Resistance on Your Smart Calls
Use a Pattern Interrupt
The Softening Statement
Sound Dumb
Responding When They Are Happy with Their Present Supplier
How to Answer “Send Me Some Literature on That”
“Why Should I Consider You?”
Responding When They Try to Rush You
Simple Response to a Quick “Not Interested”
What to Do When They Hang Up on You
Handling the Early Price Question
Chapter 12: Using Smart Questions
Use Your Possible Benefits to Create Questions
How to Use Assumptive Problem Questions
How to Create Assumptive Problem Questions
The Loaded Benefit Question
Practice the Iceberg Theory of Questioning
More on Quantifying Needs, Pains, Problems, and Desires
Avoid Questions That Scream “I Just Picked Up an Old Sales Book”
Personalize Questions for Greater Sales Success
Questions about the Decision-Making Process
Determine What Annoys Them
A Questioning Mistake
Clarify the Fuzzy Phrases
The Quality of Your Question Determines the Quality of Your Answer
Don’t Ask What They Like Best about Their Present Supplier
Use Benefit Questions Instead of Inane Leading Ones
To Get More Information, Tell, Don’t Ask
Chapter 13: The More Important Side of the Question: Listening
Your Most Powerful Listening Tool: The Pause
Listen for Their Key Terminology
How to Make Eye Contact by Phone
Practice “Extreme Listening”
Listen When They Lower Their Voice
What Is Your Listening-to-Talking Ratio?
It Would Be Tougher to Listen Your Way out of a Sale
Chapter 14: Recommending the Next Step
Pitching Is for Sports Only: Recommend Instead
The Smart Call Recommendation Process
Use the Words of Others to Be More Persuasive
Using the Principle of Consistency
In the Sales Recommendation
You Are Absolutely Going to Love This
Chapter 15: Getting Commitment for the Next Action
The Commitment Phase Validates What Has Happened So Far
Your Attitude Is More Important than Your Technique
Get Commitments on Every Call
Get Commitment with Nonthreatening Words
Why Not Try This Question?
The Perfect Close
Help Them Realize They Have Nothing to Fear
Asking for More Gets More
Ask for Action, Not Permission
Be Like a Waiter and Ask for the Order
Chapter 16: Wrapping Up Calls and Setting Up the Next Action
The Success of Your Follow-Up Call Is Determined on the Previous Call
Summarizing the Call
How to Set a Specific Time for the Follow-Up Call
What to Put in Your Notes to Ensure a Great Follow-Up Call
Use a Last-Resort Question Before Giving Up
Part Four: Putting It All Together
Chapter 17: How to Sound SmartEffective Telephone Communication
Don’t Sound Like a Salesperson
Record Your Calls and Review Them Regularly
Legalities of Recording Calls
Stand for Sales
Voice Improvement Self-Study
Chapter 18: Getting and Staying Motivated
To Do, We First Need to Be
Never Get Rejected Again
Overcoming the Fear of Calling
Remember the Wins, Forget the Losses
Size Does Matter as It Relates to Your Thinking
Change the Stories You Tell Yourself
Will You Go for the Big Jump?
Sell More by Being a Kid
Chapter 19: More Smart Calling Success Tips
Send an Email to Find the Buyer
Easy Way to Find More Buyers
Use a Calling Card
Draw a Decision-Making Organizational Chart
Follow Your Buyers
Be Ready When You Are on Hold
Get Referrals from within Their Company
Give Information on Your Voicemail Greeting
Smart Calling Fellow Alumni
Include a Compliment in the Referral Opening
Let It Ring Longer to Make More Contacts
Does That Sound Familiar?
Don’t Create Interruptions
Take Notes on What They Say and Mean
It Takes PAP to Be Successful
Chapter 20: Smart Calling Reviews, Case Studies, and Makeovers
How One Rep Used the Smart Calling Process to Craft an Effective Opening
An Opening Statement Review
A Voicemail Statement Makeover
Another Opening Reviewed and Enhanced
Two Voicemails Reviewed
Review of an Opener to Small Business Owners
A Freight Broker Opening
An Opening Makeover
Beware of the Bad Information Floating Around
Time for Action!
Resources for Smart Calling Success
Recommended Reading
About the Author
Index
End User License Agreement
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Prev
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Chapter 16: Wrapping Up Calls and Setting Up the Next Action
Next
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Chapter 17: How to Sound SmartEffective Telephone Communication
Part Four
Putting It All Together
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