One of the biggest mistakes you can make when selling over the phone

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I'm going to go on a short rant about objection handling and closing over the phone. People ask me all the time how to handle certain objections they get when they ask for the close at the end of there presentation. The answer is YOU DON'T. You don't answer the objection. One of the biggest mistakes I see sales people make especially in B2C is addressing the objections head on.

One of the worst things you can do when your done with your presentation and ask for the close and the prospect says " I want to think about it" is to try to find out WHY they want to think about it. Don't answer the objection head on. When you do this you instantly break rapport and you start sounding pushy or " like a salesman". The correct technique is to deflect and run a rebuttal sequence that builds more value and trust. Your rebuttal sequence will essentially be a 2nd presentation.

What you need to understand is even if you give the best presentation ever people arent going to say yes right away no matter what. Time needs to pass before they can say yes. Thats why addressing there objections head on doesn't work because there not real there just stalls, when you address them you instantly break rapport and greatly reduce your chances of closing.

This brings me to another HUGE mistake that goes hand in hand with what I went over above. You can't front-load your benefits. Front loading is when you give all your best stuff in your first presentation and then have nothing more valuable to say after they say " i want to think about it". Here's how you do it.. when you give your first pitch always give the weakest benefits, keep it exciting but dry. Your not really trying to get them to say yes after this. You should EXPECT "NO". After they say no you transition into your 2nd presentation where you'll give your next most valuable benefits about your product/service, why they should trust you, and why your company is the best to work with.

Keep doing this over and over again, giving 2nd, 3rd, and even 4th presentations re-establishing those key points, asking for the order after each one, and transitioning through them in a smooth elegant way and you'll close every single prospect thats qualified.

This is how I learned to sell over the phone years ago before the internet even existed, it still works today, and I've made millions of dollars selling over the phone following the exact same process.

(excuse any typos)
#offline marketing #biggest #make #mistakes #phone #selling
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  • Profile picture of the author Claude Whitacre
    Originally Posted by SalesGod View Post

    Here's how you do it.. when you give your first pitch always give the weakest benefits, keep it exciting but dry. Your not really trying to get them to say yes after this. You should EXPECT "NO".
    I have to agree, if you give your weakest benefits up front, I would expect anyone to say "No". And then I would expect them to hang up.
    • Profile picture of the author SalesGod
      There going to stall either way. It doesn't matter if you give your best stuff or your weakest stuff there still going to stall you. Sure there's always lay downs but were not talking about those.

      By your "weakest benefits" I don't mean the benefits are weak, your still going to get the prospect really excited and give relevant value, there just not your strongest stuff. You save the strongest stuff for last.

      Also I cant remember the last time I set an appointment with someone, called them on the appointment day, went through my pitch and they said Let me think about it and hung up directly afterwards. Its not typical..
  • Profile picture of the author quadagon
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  • Profile picture of the author Claude Whitacre
    Originally Posted by SalesGod View Post

    One of the worst things you can do when your done with your presentation and ask for the close and the prospect says " I want to think about it" is to try to find out WHY they want to think about it. Don't answer the objection head on. When you do this you instantly break rapport and you start sounding pushy or " like a salesman". The correct technique is to deflect and run a rebuttal sequence that builds more value and trust. Your rebuttal sequence will essentially be a 2nd presentation.

    What you need to understand is even if you give the best presentation ever people arent going to say yes right away no matter what. Time needs to pass before they can say yes. Thats why addressing there objections head on doesn't work because there not real there just stalls, when you address them you instantly break rapport and greatly reduce your chances of closing.
    I have to agree. Most objections are simply reflexive stalls. And answering the objection doesn't help, because it wasn't real in the first place.

    Originally Posted by SalesGod View Post

    This brings me to another HUGE mistake that goes hand in hand with what I went over above. You can't front-load your benefits. Front loading is when you give all your best stuff in your first presentation and then have nothing more valuable to say after they say " i want to think about it". Here's how you do it.. when you give your first pitch always give the weakest benefits, keep it exciting but dry. Your not really trying to get them to say yes after this. You should EXPECT "NO". After they say no you transition into your 2nd presentation where you'll give your next most valuable benefits about your product/service, why they should trust you, and why your company is the best to work with.

    Keep doing this over and over again, giving 2nd, 3rd, and even 4th presentations re-establishing those key points, asking for the order after each one, and transitioning through them in a smooth elegant way and you'll close every single prospect thats qualified.

    This is how I learned to sell over the phone years ago before the internet even existed, it still works today, and I've made millions of dollars selling over the phone following the exact same process.

    (excuse any typos)
    You may be explaining this in a different way than I would. I've always given my best benefits up front...meaning the benefits that most closely apply to them. And when they stall, I just repeat the benefits in a different way...knowing that it's a matter of attrition.

    But over a period of a few decades, I've learned quite a lot about matching the product to the customer. And went from nearly all my sales coming after repeated closing attempts...to nearly all either buying without an objection, or just one token objection.

    But that was in person selling. Maybe over the phone it's a little different.

    I would also think it has an awful lot to do with your list. A completely cold list of names of residents that have never heard of you? I would assume that you would have to rely on repeated attempts (in the same call) to get most sales. But a list of past buyers? Or a list of inquirers? I would think that most would just say "OK" at the first or second closing attempt. At least that's my experience. I'm talking about the ones that buy. Not all that you call.

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