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Do You Sell by Phone? How Do You Handle This?

by mak25
30 replies
I've come to a crossroads and could use some help.

I sell mobile web apps to restaurants via the phone. I use a 2 step process to get customers. In other words, I prospect my lists, get interested people to receive a text from me with links to about 4 current clients in their area.

Then set up a time to call back and answer any questions, see if what I do is a fit, then close.
Here's the thing, closing usually means driving to their place to pick up their check and anything else I need to complete the job. No problem. They've been local or somewhat local.

Now I need to stretch out the area. I've gotten people who want what I do, but want me to come over in person to finish the deal. They don't want to do credit card over the phone. They say that's not how they do business. Either come over and see them in person, or no deal. Grrrrrrrrr.

I know it's a trust issue. Even though they've seen I do work for others near their area. They don't want to get ripped off they've said.

I tried to explain I'm too far away and paying with credit card over the phone is how I do business.
It doesn't matter to them. I hate losing the sale, but it seems that's the way they want it done.

So......if you close over the phone with payment being done with credit card, how do you handle the trust issue? I'm kinda stumped, and don't know how to handle this.

Any pointers would be greatly appreciated.

Thanks
Mike
#handle #phone #sell
  • Profile picture of the author kenmichaels
    Originally Posted by mak25 View Post

    I've come to a crossroads and could use some help.

    I sell mobile web apps to restaurants via the phone. I use a 2 step process to get customers. In other words, I prospect my lists, get interested people to receive a text from me with links to about 4 current clients in their area.

    Then set up a time to call back and answer any questions, see if what I do is a fit, then close.
    Here's the thing, closing usually means driving to their place to pick up their check and anything else I need to complete the job. No problem. They've been local or somewhat local.

    Now I need to stretch out the area. I've gotten people who want what I do, but want me to come over in person to finish the deal. They don't want to do credit card over the phone. They say that's not how they do business. Either come over and see them in person, or no deal. Grrrrrrrrr.

    I know it's a trust issue. Even though they've seen I do work for others near their area. They don't want to get ripped off they've said.

    I tried to explain I'm too far away and paying with credit card over the phone is how I do business.
    It doesn't matter to them. I hate losing the sale, but it seems that's the way they want it done.

    So......if you close over the phone with payment being done with credit card, how do you handle the trust issue? I'm kinda stumped, and don't know how to handle this.

    Any pointers would be greatly appreciated.

    Thanks
    Mike
    You have a few options. BUT you need to have absolute conviction
    when you use them.

    A) If you use a credit card then you are automatically protected from getting ripped off
    ( ALL major credit cards have this protection )

    B) Yes I can come to you - it will cost more if I do. Doing it this way over
    the phone saves you money and me time.

    Now more importantly then that above.

    I am 99.9% sure you are running into that because of something you are doing.
    Somewhere somehow you are probably leading them into saying that.

    Your dealing with businesses they USE credit cards over the phone every day.
    It is really second nature.

    In short - they aren't sold yet ... or your saying/ doing something that
    is turning them off.


    Edit-

    You can try the "no close" close - it works like this.
    You tell them the price.
    You tell them to get a pen a piece of paper and there credit card - and you will hold while they do.
    ( make sure you say it in that order - pen - paper - cc ) - you can use "wallet or purse" in lieu of cc
    until your more comfortable with saying it.

    When they get back -

    Tell them to write down your phone number.
    Tell them to spell there name out as it is on the card - EVEN if its a super easy name like "Jim Smith"

    Then Say - Ok now tell me the expiration date
    great - now tell me the ccv number on the back
    Excellent - Now read me the numbers starting with the...

    between each step you are reassuring them its ok to do the next step ...
    by saying OK - Great - Excellent.

    What your also doing there is removing the decision of buy or not to buy.
    Your removing the decision of having to make a decision
    and your not giving them any reason NOT to give you they CC right then.

    I hope that helps
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    • Profile picture of the author mak25
      Thanks Ken MIchaels, I was hoping you would reply, knowing your expertise on this matter.

      I like answers A & B. I'll us them.

      I like your 'edit' too.

      But here's the thing: It's not that they're NOT sold, they are in my book.
      Here's why: On the 2nd or follow up call, after a brief talk going over things, they know the price, and want to get started. And they'll say: Yes, let's do it, when can you come over?

      That's when the problem arises. They've never met me, and they state something along those lines, along with 'I only do business face to face-in person'. That's where the tug of war comes in.

      At that point is where I'll use your A & B answers.
      Or, I'll go into your 'edit' close, and see what happens.

      Thanks my friend for your help!
      Mike
      Now go get a pen, a piece of paper and your credit card and I'll hold on while you do....
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      • Profile picture of the author savidge4
        The information by Ken is very valid and relevant. The question I have... is how does this correct the issue of the client asking for this in the first place? What is being said in the pre-sale presentation that even allows for this to be mentioned? or better yet.. what is NOT being said.

        I have been as of recent calling oversees for work. Be it Europe, or Australia, or Malaysia. Not once has anyone said "great we will do this.. oh wait you have to get the check in person." I personally right up front say Hello the is Savidge4 with Savidge4 industries, I am calling from the States.... blah blah blah

        Even more locally when I deal with say Pittsburg. they are 100 miles away, I have never had a client say.. "come get the check" WHY? because they know of the distance.

        I would suggest looking at what it is you ARE saying, or NOT saying that is instigating that response.
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  • Profile picture of the author tryinhere
    Have you considered hooking up live on a face to face Skype call on your second call back ? staring down the monitor and talking directly with the business owner it should be easier to look them in the eye and say " John thats great just need to grab some card details and we can get underway" ?
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  • Profile picture of the author Freebiequeen1999
    Never say "pay"....never say "credit card"....say we can "do" that right now on the phone...we can "take care of that" right now...

    if they balk .....why? do you have "your" info on a website? are you a "member" of any local biz to biz groups? Organizations? Have you mentioned other biz owners they Know or "know of"?

    Another old school method is just be honest - gee if I drive all that way (miles) it will eat up my gas and time, I guess I could charge you extra but I hate to do that. Let's take care of this now and I assure you will be happy

    bottom line : I am in business just like you, I am sure you take and use "cards" (don't say credit LOL)...I want to have a good ongoing relationship with you, I don't think that your (200, 500 etc) payment is enough to let me fly to Brazil and start a new life haha .. so let's just build trust together and go from here. I can hold while you get that...."
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    • Profile picture of the author kirbymarketingconcierge
      Mak,

      how many.

      how many people have really said this?

      Are there any members(I don't) that use the forum to get business, by designing sales scripts.
      maybe give Mak a some sources???

      this 1 is a slam dunk!
      get interested people to receive a text from me with links to about 4 current clients in their area.

      + Qualify
      + Objection prevention / objection response
      + Explain what and how it will happen
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  • Profile picture of the author Rus Sells
    Are you not using a Credit Card Authorization form? From the problem your expressing I'm thinking you aren't.

    I use them for every single deal I do.

    I send them a blank form, ask them to fill it out and put the details of what's being charged and what it's for at the bottom along with any agreement required and efax it to them.

    I require them to include a photocopy of the drivers license of the person who's named on the card as well.

    Also PLEASE don't ever tell a business owner who's relatively close to you that's its to far to drive (even if it's 100 miles) and it will eat up your gas and you'd have to charge them more. That's lame, and they don't care about your problems and honestly it's not a problem it's a cost of being in business.

    Anyways there might be some trust factor going on and that's why they are insisting you meet them in person. No idea because we're not privy to the conversation your having.
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    • Profile picture of the author Freebiequeen1999
      Well you could have a sales form right on your site with https safe setting and direct them there
      I also think that your site should say things about you, you as a person
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      • Profile picture of the author DABK
        Read Sydney Barrow Biddle's book http://www.thriftbooks.com/w/uncenso...FYM9aQodXw8A-Q.

        She talks about how to control what happens next in the sales context by understanding the "movie" prospects have in their head about how things will go, then controlling the script.
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        • Profile picture of the author kirbymarketingconcierge
          Originally Posted by DABK View Post

          Read Sydney Barrow Biddle's book Uncensored Strategies: A Guide to Selling Your Customers What They Really Want - No Matter What Business You're In (Dan S. Kennedy) | Used Books from Thrift Books.

          She talks about how to control what happens next in the sales context by understanding the "movie" prospects have in their head about how things will go, then controlling the script.

          never used this, but will now LOL

          thanks DABK.

          I learned to sell from actor's.

          a movie script, IS like a sales script.

          what any prospect says, is scripted.

          the idea to "flip the script", is literal.

          Mak can change is role.

          for example : If I give proven clients to show my value and how Mobile can help your biz, will you give me
          _______, ______, ________? Yes Or NO

          1 Role, is to maintain Control - nice Rap.
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          • Profile picture of the author DABK
            Sidney used to be a madam (run a brothel) for rich and powerful people.

            She noticed things about them. When she asked them, how will you pay? or What's your credit card number? they balked.

            When she said, And how will you take care of it? they paid.

            She figured the 1st version brought them out of their movie; the 2nd one allowed them to stay in their movie.

            Their movie was never: I'm paying a lot of money to have sex.
            Their movie was: I'm a powerful man who's surrounded by young, pretty things who're nuts about making love to me.

            She's got a lot of insights. And made a lot of money from acting on her insights.
            Originally Posted by kirbymarketingconcierge View Post

            never used this, but will now LOL

            thanks DABK.

            I learned to sell from actor's.

            a movie script, IS like a sales script.

            what any prospect says, is scripted.

            the idea to "flip the script", is literal.

            Mak can change is role.

            for example : If I give proven clients to show my value and how Mobile can help your biz, will you give me
            _______, ______, ________? Yes Or NO

            1 Role, is to maintain Control - nice Rap.
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          • Profile picture of the author Claude Whitacre
            Mak; In my entire experience, I've never had anyone insist that I stop by to pick up the check.

            if they are contacting your clients, are they telling the story about how you are so nice to stop by and pick up the check? Are you telling them, in your pitch, that you love meeting your clients? Are you telling them that all your clients are local?

            Believe me, you are telling them something that is triggering this response.

            Once they suggest you stop by, and you don't want to...it becomes an issue. But it isn't an issue if they don't bring it up. And they won't bring it up if you don't cause them to bring it up.

            if it only happened once, it's probably because the guy didn't have a credit card.
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            • Profile picture of the author mak25
              Originally Posted by Claude Whitacre View Post

              Mak; if it only happened once, it's probably because the guy didn't have a credit card.
              Claudius, I think THAT might be the case. Although it makes me wonder, what business/restaurant owner doesn't have a credit card? That's why I thought it was a trust issue - BUT - I send texts with links to other restaurants in THEIR area, people I know they know (they all know each other), of sites/webapps I've done for them. Psychologically inferring I'm on the level and trustworthy.

              I was asking for help from those that ARE getting payment over the phone, to educate me as to the way they handle it. I'm old, but never too old to learn from those who know. Like you, Ken, Nathan, and others.
              And I am very grateful for all of the help you guys have given me so far.

              I really want to do check by phone, but I'm at a loss as to what is the best way to do that.
              That'll be my next question.

              Thanks Claude. I have all your books. Great stuff. They also help to keep my kitchen table from rocking.
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              • Profile picture of the author Claude Whitacre
                Originally Posted by mak25 View Post

                Claudius, I think THAT might be the case. Although it makes me wonder, what business/restaurant owner doesn't have a credit card?
                Restaurant owners with bad credit. A few times I've had new clients ask me to bill them by the month with an invoice. I just say "No need. We just deduct it from your credit card. That way, neither of us has to worry about whether it was paid or not".

                It's actually a test. If they come up with some convoluted set of demands that are out of the ordinary, I know that the guy is going to be more trouble than he's worth.

                Also, thanks for the compliment.

                Also, Kenmichael's post is gold.
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              • Profile picture of the author DIABL0
                Originally Posted by mak25 View Post


                I really want to do check by phone, but I'm at a loss as to what is the best way to do that.
                That'll be my next question.
                I use to do this all the time years ago. I'm about to start doing again. This is the program I will probably buy, as I have no idea where the program I use to have is. But look around, could be a better deal out there. If this is new to you, they have tutorials on how it works. The nice thing is that there's no CC fee when you take payment this way. Easy-to-Use Check Draft Software
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  • Profile picture of the author gotguanxi
    Originally Posted by mak25 View Post

    I've come to a crossroads and could use some help.

    I sell mobile web apps to restaurants via the phone. I use a 2 step process to get customers. In other words, I prospect my lists, get interested people to receive a text from me with links to about 4 current clients in their area.

    Then set up a time to call back and answer any questions, see if what I do is a fit, then close.
    Here's the thing, closing usually means driving to their place to pick up their check and anything else I need to complete the job. No problem. They've been local or somewhat local.

    Now I need to stretch out the area. I've gotten people who want what I do, but want me to come over in person to finish the deal. They don't want to do credit card over the phone. They say that's not how they do business. Either come over and see them in person, or no deal. Grrrrrrrrr.

    I know it's a trust issue. Even though they've seen I do work for others near their area. They don't want to get ripped off they've said.

    I tried to explain I'm too far away and paying with credit card over the phone is how I do business.
    It doesn't matter to them. I hate losing the sale, but it seems that's the way they want it done.

    So......if you close over the phone with payment being done with credit card, how do you handle the trust issue? I'm kinda stumped, and don't know how to handle this.

    Any pointers would be greatly appreciated.

    Thanks
    Mike
    Like a boss.
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  • Profile picture of the author Vanquish
    All great suggestions above me, if you're scared to go for the CC close again then yo ucan also scheduale a meeting where they are close to the computer and e mail them the link while talking to them. Afterwards you can emphasize the safety of the transaction by saying the merchant uses xyz security and you can link it to a big company for added authority "ex we only process our payments online through because of the xyz security feature and company y has been using it for over 20 years" Once your payment is processed please check your bank statement where it will say (Billing from you and your company, along with a 1800 number) Hopefully you have a 1800 number in place too.

    From the looks of it it seems like so far you've built

    value
    rapport
    but not enough trust.
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  • Profile picture of the author bizgrower
    Any nervousness or tentativeness in your voice when you ask for the credit card information?
    Maybe something like that is happening because you're just starting to do business this way.
    Maybe the problem will go away - except for the ones who don't want to admit they don't have a card- when you ask it like it's so run of the mill. And convey that their card information is secure with you.

    I manage a hotel, so the only time we don't get a card number to make it a solid reservation is when somebody does not have a valid cc.

    When a third party is paying by cc, usually a business or government entity, they do appreciate the credit card authorization form (with your business letterhead) that Rus mentioned. You're taking the steps to protect them from fraud.

    Another step might be something like Paypal invoicing, or secure processing on your website.

    Dan
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    • Profile picture of the author Oziboomer
      Originally Posted by bizgrower View Post

      Another step might be something like Paypal invoicing, or secure processing on your website.
      This is what works for us.

      I deal with everyone from your home shopper to the top 100 companies Worldwide.

      We send an email requesting payment.

      Enclosed is two secure links to to One- Paypal , Second - Eway - payment gateway.

      We state:

      Please pay via one of the links below.

      If you prefer to pay via direct deposit or would prefer to speak with a REAL person please call us on XXXX XXXX for details.

      I've had sales of $45K plus in one transaction on CC when the client has required what I've got and they require it IMMEDIATELY.

      We do offer credit to only a very few select organisations or Government bodies but usually a CC or Transfer is desired by most parties as they have simple accounting trail and the security of chargebacks if you fail to deliver.

      I can't tell you the number of times I've processed payments from big Internationals just because of the authority you command when you ask for payment in a professional way.

      There are a few sayings in regards to this.

      Money Talks, Bullsh*t walks.

      In God We Trust. Everyone else pays Cash.

      Just think of those when you are asking for money and you'll be right.

      I've had top execs begging me to get them out of the pooh with CC's in hand when they are desperate.

      Anyone serious has capacity to pay...otherwise...they are not serious.
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  • Profile picture of the author bizgrower
    Just to clarify, and I don't know the penalties, but it is not PCI compliant (industry standard for merchant's credit card processing) for a customer to send their credit card information in the body
    of an email.

    E-Fax is fine. Fax is fine. I don't know about PDFs, or other attachments to emails so you'd
    have to check with Paypal, or whoever your processor is or uses to manage the PCI stuff.

    You probably get fired by your processor if you are not PCI compliant.

    Dan
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    • Profile picture of the author Oziboomer
      Originally Posted by bizgrower View Post

      Just to clarify, and I don't know the penalties, but it is not PCI compliant (industry standard for merchant's credit card processing) for a customer to send their credit card information in the body
      of an email.

      E-Fax is fine. Fax is fine. I don't know about PDFs, or other attachments to emails so you'd
      have to check with Paypal, or whoever your processor is or uses to manage the PCI stuff.

      You probably get fired by your processor if you are not PCI compliant.

      Dan
      We don't ask for CC via email although on occasion we've had multiple emails with CC details when someone doesn't want to pay vis the secure links.

      Personally I prefer anything electronic. EFT, Paypal. Eway...any trusted payment processor.

      We do offer "Pay Via Check" and we still get Checks in the mail.

      Even though we say we will not ship until payment is received we tend to ship when the purchaser has selected "pay via check" as they are usually corporates, schools or others who assume they can automatically get an account.

      I notice a strong trend towards eft via mobile.

      I'd definitely take any form of payment that the purchaser demands as I want to do business,

      In an offline point of sale sense Pay wave, pay pass, any contact-less method is growing in popularity.

      OH...by the way...

      Any recurring billing regardless of processor is desirable..
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      • Profile picture of the author kirbymarketingconcierge
        op's line - I've come to a crossroads and could use some help.

        hope you improving upon your challenge.

        remember always a #'s game.

        maybe not at a crossroad, just a speed bump, so keep driving.

        keep doing the #'s, and you adapt.


        Possible Close (can set your mind right, less stress, logical) :

        1. At the end, recap and summarize what he gets -

        2. Have the prospect verbalize what benefits he gets (verbal contract - not recorded, but tells you on the phone)

        3. Ask if they have any other questions

        4. State "ok, here's what we need to get started"

        it's hard for someone to tell you the benefits and not trust you
        it's hard for them to not make payment, when they just told you what's in it for them

        p.s. - I have asked for over a 1,000 cc payments and almost a 100 Attorneys (getting CC payment and recorded verbal commitment for Quality Assurance and cover my butt).
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  • Profile picture of the author Oziboomer
    TIP - In Paypal you can create a BUY NOW button for as many products as you like.

    When you create a buy now button just select the "EMAIL" option and copy the code into your email.

    We used to copy the html but then we were always editing the html email and just pasting the email payment link is painless ( well takes us 4 minutes to create unique link and paste in email.)

    We always state that both Paypal and Eway will process all credits.
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  • Profile picture of the author bizgrower
    Mobile is a bit amusing.

    We get customers transferring funds to a debit card via smart phone in our lobby after their card is turned down. Their cards are turned down because they exceeded their daily limit, or because of uses across many states - the fraud protection stuff.

    Also, they make reservations online while in our parking lot.

    Or, they get a price and then go back to their car and look us up online to check reviews and pictures and price shop.
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    • Profile picture of the author kirbymarketingconcierge
      what I find amusing is someone telling you this and taking it as real.

      " this is important, I know your driving, ....pull over and will get this started"

      people are buying while using the toilet and in the bathroom.

      last year they had a statistic, that 10-15% of holiday purchases (appx. #'s),

      were transacted in the bathroom!
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      • Profile picture of the author Oziboomer
        Originally Posted by kirbymarketingconcierge View Post

        what I find amusing is someone telling you this and taking it as real.

        " this is important, I know your driving, ....pull over and will get this started"

        people are buying while using the toilet and in the bathroom.

        last year they had a statistic, that 10-15% of holiday purchases (appx. #'s),

        were transacted in the bathroom!
        Scary thing is I can be in the shower and answer the phone and know my CC details off by heart when I need to make a payment but when i get a call from someone who I'm never going to business with I just can't find my wallet.
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        • Profile picture of the author kirbymarketingconcierge
          I would feel very good about a sale, on the phone,

          selling a self-improvement product or service...

          with a women who was in the bathroom (as she looks in the mirror)!!!


          I know where her purse is. no excuses

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  • Profile picture of the author Myrnamarie
    It is all about building relationships. I am sure you have a lot of clients already who trust you. One way you can build relationships is by using Thank you cards in the real mail , Appreciate your speaking with me, I look forward to working with you. . Your picture. Maybe a testimonial from a customer if they agree. I know that to many this sounds like old school but it is coming back. When you take the time (which is not a lot of time) to show your appreciation for who they are as people and not just someone to buy your app; you will get further and you might think it takes longer but it is building for long term and it is not that expensive to do.
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