46 replies
I have a retail store. I get about 15-20 robo-calls a day. Of course, I hang up on them. But I also get maybe 10 calls a day from live salespeople...well, not really salespeople. They are wanting to switch my utilities, switch credit card processors, or do SEO work.

Honestly, I just hang up. If I gave them each 5 minutes...an hour a day would be eaten up. So I just hang up. I don't even say anything before I hang up.

Is it rude? I don't care.

Once in a blue moon, someone gets me on the phone, and talks like a person....and so I listen for a minute.

When you guys get these calls, do you offer an excuse to get off the phone? Yell at them? Listen to them?

My wife still politely will get me on the phone, because she can't be impolite, it's not in her DNA. She'll even pull me from writing up a sale...if they ask for me by name.

I love her dearly, but I wish she wouldn't do that.

Anyway, how do you guys respond to calls like this?
#hang
  • Profile picture of the author Freebiequeen1999
    Due to my background of selling on the phone, I don't usually just hang up on local telemarketers
    trying to sell me biz stuff etc...I am nice but NI...and if they are too pushy I may hang up and block em LOL

    Many times people will call me and sort of want me to work for them on commission...I usually turn them down but sometimes they may be ok in future. People call me who want to pick my pea-brain....or use "my" connections LOL

    Sometimes I sort of have an interest in what they offer, and while I may not buy I may make a new connection> I do a lot of networking and may run into them so I try not to burn bridges

    And, like many people with an aptitude for sales sometimes my own curiosity and yen for a "deal" (freebiequeen) sweeps me away haha....they do say salespeople are pushovers.
    So I have to limit who and what and how much I expose myself to sales pitches

    I use blocker app on phone and block all robo calls, and I have it set to block foreign calls
    I don;t talk to people in other cities...block

    if a foreign accent comes over the phone I hang up...sorry block block block
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    • Profile picture of the author qu4rk
      I never hang up. They are me. I cold call people many times per day most days of the week. I will hear them out & listen to their script progression. It gives me ideas on how I like to be sold to. This then gets jotted down in my master swipe for how I will try to sell others.

      It always can be a learning experience for me. I got that from Boiler Room. I even give people free advice like boiler room. I only buy if I'm interested in the offer. And I have no problem telling them, no after they have "let the cat out of the bag".
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    • Profile picture of the author ewenmack
      If the caller sounds a great salesperson, I can think of 2
      over the last year, I want to listen.

      Other than those 2, I say...

      "Excuse me, are you wanting to place an order,
      because this is the customer order line?."

      This totally throws them off their track and I hang up.

      Even though I only have l phone line,
      it's still the line customers place their orders.

      Best,
      Doctor get em off the phone quick E. Vile
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      • Profile picture of the author sandalwood
        Originally Posted by ewenmack View Post

        If the caller sounds a great salesperson, I can think of 2
        over the last year, I want to listen.

        Other than those 2, I say...

        "Excuse me, are you wanting to place an order,
        because this is the customer order line?."

        This totally throws them of their track and I hang up.

        Even though I only have l phone line,
        it's still the line customers place their orders.

        Best,
        Doctor get em off the phone quick E. Vile
        Very good Dr. Vile. I always ask for their social security numbers. I tell them before I can do business with them I need to know I can find them if one of their promises/guarantees/etc doesn't work out like they said. They hang up one me.
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  • Profile picture of the author eccj
    Originally Posted by Claude Whitacre View Post

    I have a retail store. I get about 15-20 robo-calls a day. Of course, I hang up on them. But I also get maybe 10 calls a day from live salespeople...well, not really salespeople. They are wanting to switch my utilities, switch credit card processors, or do SEO work.

    Honestly, I just hang up. If I gave them each 5 minutes...an hour a day would be eaten up. So I just hang up. I don't even say anything before I hang up.

    Is it rude? I don't care.

    Once in a blue moon, someone gets me on the phone, and talks like a person....and so I listen for a minute.

    When you guys get these calls, do you offer an excuse to get off the phone? Yell at them? Listen to them?

    My wife still politely will get me on the phone, because she can't be impolite, it's not in her DNA. She'll even pull me from writing up a sale...if they ask for me by name.

    I love her dearly, but I wish she wouldn't do that.

    Anyway, how do you guys respond to calls like this?

    That's why I don't call consumer facing businesses. I figure they are getting killed from Payroll processors, credit card processors, long distance providers, SEO from the Philippines.

    I don't get as many calls as I use to..... but I get called from agencies wanting me to sell for them, and software companies. I am amazed at how bad some of the calls are. These people aren't from a 3rd world country, some of these people have good jobs that most kids out of college would kill for, some just get paid ten bucks an hour.

    Anyways.... what are these calls like? How bad are they?
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    • Profile picture of the author Claude Whitacre
      Originally Posted by eccj View Post

      Anyways.... what are these calls like? How bad are they?
      First, they all sound like they are just rattling off a script. None sound like a person that just picked up the phone and wanted to talk business with me. They exude "telemarketer". Listening to any of the Jordon Belfort training, would clear that up in a hurry.

      A few of the "better" ones, ask, in an unusually happy tone, "So, how's the weather? Did you get part of that storm?". Strangers don't ask that question, and they are a stranger. Sometimes, I'll just say, "What can I do for you?". I say that when I'm not 100% sure they are a telemarketer.
      Hint, never be overly enthusiastic at the beginning. It 's actually a turn off to many.

      This last week, I had two intelligent openers.

      "Hi, what time do you open tomorrow morning?" (I said "10 AM")
      "Great, because I'm sending a rep to drop off a...hello? Hello?". I still thought it was inventive.

      Another one; "Hi, do you accept orders over the phone?" (Me; "Sure")
      "Well, I have a way for you to double the order that you are presently...hello? Hello?"
      Still, inventive.

      You guys may want to try; "Hi, do you accept orders over the internet?"

      Just once..I'd like a guy to call and say, "I'm a sales rep with ACME Appliances. We sell wholesale widgets to local retailers with area exclusivity. Do you want to know more?".

      Just tell me that you are selling something. Half of my life is spent buying. I'm a buyer. Stop trying to sound like you aren't selling something. It's a very honorable profession.

      Sound like a sucessful business owner...calling a fellow successful business owner. That's how to get in.

      And if you are from India, stop telling me your name is Bob.
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      • Profile picture of the author savidge4
        Originally Posted by Claude Whitacre View Post

        Just once..I'd like a guy to call and say, "I'm a sales rep with ACME Appliances. We sell wholesale widgets to local retailers with area exclusivity. Do you want to know more?".

        Just tell me that you are selling something. Half of my life is spent buying. I'm a buyer. Stop trying to sound like you aren't selling something. It's a very honorable profession.

        Sound like a sucessful business owner...calling a fellow successful business owner. That's how to get in.
        That is EXACTLY what the open of my script is. Hi, this is Paul with CR What, we are a CRO firm in the States and wondering if you would like to know more about what we offer and we can potentially do for you?

        And why is my company name CR What? because at about 80% of the time.. the first question the prospect asks... "You do CR What?" followed by "Calling from where?"
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        • Profile picture of the author ewenmack
          Originally Posted by savidge4 View Post

          That is EXACTLY what the open of my script is. Hi, this is Paul with CR What, we are a CRO firm in the States and wondering if you would like to know more about what we offer and we can potentially do for you?

          And why is my company name CR What? because at about 80% of the time.. the first question the prospect asks... "You do CR What?" followed by "Calling from where?"
          Paul, I think we should get you a higher converting script.

          If it converted into 30% more clients,
          what would those numbers look like?

          Best,
          Doctor E. Vile
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          • Profile picture of the author savidge4
            Originally Posted by ewenmack View Post

            Paul, I think we should get you a higher converting script.

            If it converted into 30% more clients,
            what would those numbers look like?

            Best,
            Doctor E. Vile
            that would look like 1 conversion in 40 calls - out of basically 100 dials give or take

            Im pretty happy with my 1 in 60 - out of basically 100 dials give or take.

            Here is the thing with what I do.. I don't need "More", I need a set amount. I need 20 people with Website CRM A and a minimum amount of web traffic, and I need 10 people with website CRM B with a minimum amount of web traffic. I call for maybe 3 days and hit my numbers, and I am done.

            Currently with what I am doing.. I have a referral rate that is just short of stupid. I only had to get 10 new clients last month, and only because I opened up the new CRM type. As it stands for this month coming I have to fill 11 spots for CRM A and 8 spots for CRM B.

            I think the reason what I am doing works... Is I am not asking questions that sound far fetch and un realistic. I have turned it that they ( the prospect ) are now asking some amount of the questions. I don't know if you have read "The New Rules of Sales and Service" - By David Meerman Scott. but the ideas have stemmed from there primarily.

            By drawing them in with the acronym and or the location, I am quickly understanding what their knowledge and understanding of the process is... They are quick to say yes they have been looking into this etc. Or they ask.. what exactly is that? I am able to determine if there is a need for education.. or I can proceed deeper into the presentation and get into some details.

            I am keeping control of the sales process but dropping all of the questions, and allowing them to ask, and me answer becoming the authority. I can quickly redirect with a question as needed. I am very well versed in the 80's power selling ideals.. and with this... it just was not working. I was simply making some pretty bold statements way to early, and I didn't see any way around it.

            If I asked you what does 20% more conversion look like on your site.. and at some point came out and said.. yeah I can do that.. would you believe it?

            If you in turn asked me "what is CRO?" and I said "Conversion Rate Optimization. The process of testing element and pages on your site to gain maximum conversion." And then you turn around and ask.. "what type of increases do you see?" and then I say "We see a great number of small increases across each element of your site. 2% here 5% there but 10 15 and 20 times over.. they all add up."

            I have just allowed the same type of conversation to take place without the up front hard sales push. I haven't set an amount. I have laid the ground work that this is not a single process but takes time.

            Most importantly.. I have the person on the other end of the phone engaged. If they don't go there.. I move on to the next call.

            A question to everyone reading this.. How many calls have you gotten in the last month for Conversion Rate Optimization? anyone? Unto itself.. my phone call stands out. I'm not competing, I'm not delivering the same message as the 100 calls before me.

            I hate cold calling... I have said it before. but THIS? this has been an absolute pleasure! its been FUN.
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        • Profile picture of the author Matthew North
          Originally Posted by savidge4 View Post

          Hi, this is Paul with CR What, we are a CRO firm in the States and wondering if you would like to know more about what we offer and we can potentially do for you?
          I don't know if you are being serious or not.

          No one cares what your name is, what your business is or where you are located.

          How is the person supposed to make the connection between Paul from CR and their business when they've never heard of you?

          They ask you questions because they have no idea of what you are talking about.. I suppose this is your intention, to get them engaged with you early in the conversation, so I see your logic, however I don't agree. An engaged person doesn't mean they will book an appointment with you or buy.. it simply means you have their attention.

          If a telemarketer selling wheelchairs called you and tried this approach would you be any more interested in buying one? What about if a door knocker wanted to sell you women's clothes.. for you? I know these are silly examples but I'm making a point. It doesn't make any difference at all.
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          • Profile picture of the author savidge4
            Originally Posted by Matthew North View Post

            I don't know if you are being serious or not.

            No one cares what your name is, what your business is or where you are located.
            I am from the Southern United states. I answer the phone by stating my name and company... and I make phone calls in the same manor. Always have and always will. Call it a cultural thing. I prefer to call it a generation thing myself.

            Originally Posted by Matthew North View Post

            How is the person supposed to make the connection between Paul from CR and their business when they've never heard of you?
            I recently got a call from Hubspot. wont mention the name of the person that called but guess what.. "hello this is so and so from Hubspot" So I really don't get what you are saying here.

            Originally Posted by Matthew North View Post

            They ask you questions because they have no idea of what you are talking about.. I suppose this is your intention, to get them engaged with you early in the conversation, so I see your logic, however I don't agree. An engaged person doesn't mean they will book an appointment with you or buy.. it simply means you have their attention.
            Selling CRO is right up there with selling Mobile sites and SEO. with a huge caveat. No one gets called about it. Most people don't know what it is. I could say Conversion Rate Optimization.. and still be in the same place. I could start asking questions about how much their site is making now and what 10% more would look like.. gets a bit pushy and pushes those financial wall barriers rather fast don't you think?

            I could start with my pre-qualification questions about their traffic.. awe that's smashing as well. Im not saying what I do couldn't be done better.. but what I am doing is working.

            Originally Posted by Matthew North View Post

            If a telemarketer selling wheelchairs called you and tried this approach would you be any more interested in buying one? What about if a door knocker wanted to sell you women's clothes.. for you? I know these are silly examples but I'm making a point. It doesn't make any difference at all.
            Hello my name is Paul and I am calling from Wheelchairs for everyone, would you like to know more about our programs and what we can offer you? - sounds like a hell of a direct to the point pre-qualifying question if I have ever heard one.
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      • Profile picture of the author eccj
        Originally Posted by Claude Whitacre View Post

        Just once..I'd like a guy to call and say, "I'm a sales rep with ACME Appliances. We sell wholesale widgets to local retailers with area exclusivity. Do you want to know more?".
        That's not that different from what I say actually.

        About every 4 or 5 calls I get the impression that the DM is relieved of something after I say that..... I guess I know why now.
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        • Profile picture of the author Barry Cross
          I don't get to many of these calls here in the UK. As I used to be a telemarketer myself I'm more sympathetic.

          After listening & chatting & rapport building I turn the conversation around & say I am looking for good people with your skills to earn great p/t income.

          Then after edifying them I give them the my biz url. Quite a lot of telemarketers are unhappy in their work, the turnover of staff is huge.
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  • Profile picture of the author Peter Lessard
    If they speak to me like a person and actually know my name and know how to pronounce it lol I will give them a few minutes but I am not in high traffic retail so it is not a huge problem for me.
    If they are rude, pushy or have called me 15 times the prankster in me comes out.

    A few things I have done.

    1. I have listened to find out what the are pitching. Then say "actually that sounds interesting, the person you need to speak to is X and his number is XXX-XXXX. I give them the name and number of whoever is on my hit list that day. Could be a friend, relative. Depending on my mood I may say he likes to be called really early before work starts.

    2. I have said "I think we can go ahead with this, I just need you to hold for a minute then I see how long they wait until they hang up.

    3. I speak to them in French until they hang up.

    There are a few others but I could not possibly post those on a public forum ;-)
    Again all of the above are reserved for rude, pushy or calls where the frequency is just way to over the top.
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    • Profile picture of the author ewenmack
      Originally Posted by Peter Lessard View Post

      I
      If they are rude, pushy or have called me 15 times the prankster in me comes out.
      I've said after hearing the last call from their company
      I'm so pleased he called because I want to go ahead and buy.

      Then say the last caller said they do have an office here in Auckland
      and I want to drop off a check there and ask for the address.

      Then it gets funny.

      "But I want to buy, but you won't let me, damn you!"

      Best,
      The very EVIL Dr E. Vile
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    • Profile picture of the author SMworkcafe
      Originally Posted by Peter Lessard View Post

      3. I speak to them in French until they hang up.
      Lol! Great tactic! No rudeness + achieve what needs to be done.
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      - Sana.

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  • Profile picture of the author AmericanMuscleTA
    When I was cold calling for a CPA firm, some guy said he had a joke for me...

    "What's 10 inches long and hangs down?"
    Me: I don't know. What?
    "An elephant's dick."
    Chuckle
    "What's 10 inches long and hangs up?"
    Me: I don't know. What?
    *click*

    Haha, he made my day!
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  • Profile picture of the author Matthew North
    Originally Posted by Claude Whitacre View Post

    I have a retail store. I get about 15-20 robo-calls a day. Of course, I hang up on them. But I also get maybe 10 calls a day from live salespeople...well, not really salespeople. They are wanting to switch my utilities, switch credit card processors, or do SEO work.

    Honestly, I just hang up. If I gave them each 5 minutes...an hour a day would be eaten up. So I just hang up. I don't even say anything before I hang up.

    Is it rude? I don't care.

    Once in a blue moon, someone gets me on the phone, and talks like a person....and so I listen for a minute.

    When you guys get these calls, do you offer an excuse to get off the phone? Yell at them? Listen to them?

    My wife still politely will get me on the phone, because she can't be impolite, it's not in her DNA. She'll even pull me from writing up a sale...if they ask for me by name.

    I love her dearly, but I wish she wouldn't do that.

    Anyway, how do you guys respond to calls like this?
    As a matter of honor I will give most salespeople the time of day if they are polite, I'm very rarely called upon though and can understand why you would hang up on telemarketers if they're a common nuisance. Hanging up is not being rude in my opinion, that's the fastest and least personal rejection someone could give me. When it happens to me mentally I say 'Oh, good', and move on to the next person.
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  • Profile picture of the author animal44
    Here in UK we have the TPS business "do not call" list, so cold calls are minimal.
    I'm rarely rude, but usually just say "no thank you" and hang up before they can say anything more.
    On some occasions, they ring back, in which case I block the number.
    I don't like cold calls... making or receiving... :-)
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  • Profile picture of the author helisell
    "That script stinks, go tell your supervisor or whoever came up with your script that it needs a radical overhaul"

    You'd be amazed how many times they say..."I know I keep telling them it's no good yada yada yada"

    ;0)
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  • Profile picture of the author samrand
    Hi Claude,

    I bought your sales prospecting book a few months
    ago.

    Im actually about to apply it in my new part time job.

    Its in the business loan niche and you probably also get
    these types of solicitors calling your retail shop.

    Im calling companies on the phone that are already pre-qualified.
    Do you have a pointer on an opening line that is short and to the point?

    For example:
    Hi Claude, are you in the market for a business loan at the moment?
    Or
    Hi Claude, could a business loan be beneficial to your business rt now?

    Any pointers on a good cut to the chase line regarding this service
    would be greatly appreciated.

    Your book was a fantastic easy read by the way sir.

    Sam
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    • Profile picture of the author Claude Whitacre
      Originally Posted by samrand View Post

      Hi Claude,

      I bought your sales prospecting book a few months
      ago.

      Im actually about to apply it in my new part time job.

      Its in the business loan niche and you probably also get
      these types of solicitors calling your retail shop.

      Im calling companies on the phone that are already pre-qualified.
      Do you have a pointer on an opening line that is short and to the point?

      For example:
      Hi Claude, are you in the market for a business loan at the moment?
      Or
      Hi Claude, could a business loan be beneficial to your business rt now?

      Any pointers on a good cut to the chase line regarding this service
      would be greatly appreciated.

      Your book was a fantastic easy read by the way sir.

      Sam
      How about; "We provide funding to companies that (whatever qualification you want). Would you like to know more?"


      The qualification should be real. But it can be something you already know applies to them. They don't know ow qualified your list is.
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  • Profile picture of the author daniyal100
    Originally Posted by Claude Whitacre View Post

    I have a retail store. I get about 15-20 robo-calls a day. Of course, I hang up on them. But I also get maybe 10 calls a day from live salespeople...well, not really salespeople. They are wanting to switch my utilities, switch credit card processors, or do SEO work.

    Honestly, I just hang up. If I gave them each 5 minutes...an hour a day would be eaten up. So I just hang up. I don't even say anything before I hang up.

    Is it rude? I don't care.

    Once in a blue moon, someone gets me on the phone, and talks like a person....and so I listen for a minute.

    When you guys get these calls, do you offer an excuse to get off the phone? Yell at them? Listen to them?

    My wife still politely will get me on the phone, because she can't be impolite, it's not in her DNA. She'll even pull me from writing up a sale...if they ask for me by name.

    I love her dearly, but I wish she wouldn't do that.

    Anyway, how do you guys respond to calls like this?
    If I'm free i talk to them listen very carefully in start so the telemarketer make his mind that its a potential client and then i keep talking and put them in a situation where they are not sure whether i am trolling or genuinely interested(i feel them very clearly from their tone) but i never let them end the conversation.
    In the end they sometimes hang up or say i'll give you a call back shortly but they never returned.

    I also take long pauses where they think i hung up, sometimes they say sir you there?(in a dying voice) I say yeah i am listening please carry on

    But I only do this with telemarketers who trying to fool me into buying stuff which is of no use for me and i believe they deserve it. Heck they deserve even as they are robbers atleast technically.

    I do receive calls from sincere guys, I never hang up on them and always tell them that your one of a few telemarketers who's not trying to rip people off. I appreciate your call and wish you all the best. But this situation comes rarely

    I'd like to know how many of you if any receive calls from telemarketers who are genuinely care and only try to sell you if you need the product.. If yes please tell me in which industry?
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  • Profile picture of the author 47usc227
    Anyway, how do you guys respond to calls like this?

    I usually sue them. If it is an automated call trying to sell something or a pre-recorded message, someone is getting a summons.
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  • Profile picture of the author momentum909
    according to many on here you are prospects not victims.
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  • Profile picture of the author longrobnc
    This is precisely why I don't take calls in my office. Messages only. People that I have a business relationship with have my cell number. I used to get a few dozen sales calls every day.

    The truth is, you can't sell me over the phone. I've bought from walk ins and I've bought after getting an email, but never from a cold call that I can remember.
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  • Profile picture of the author yukon
    Banned
    In the olden days before caller ID sometimes I would lay the phone down beside the speaker on the TV & let the caller listen to whatever I was watching.

    Years ago a guy called me selling magazine subscriptions, I let him go for about 15 min. explaining all the wonderful details. When he finished the sales pitch I asked him how can I only get the free magazines. He hung up.
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  • Profile picture of the author Rearden
    Originally Posted by Claude Whitacre View Post

    I have a retail store. I get about 15-20 robo-calls a day. Of course, I hang up on them. But I also get maybe 10 calls a day from live salespeople...well, not really salespeople. They are wanting to switch my utilities, switch credit card processors, or do SEO work.

    Honestly, I just hang up. If I gave them each 5 minutes...an hour a day would be eaten up. So I just hang up. I don't even say anything before I hang up.

    Is it rude? I don't care.

    Once in a blue moon, someone gets me on the phone, and talks like a person....and so I listen for a minute.

    When you guys get these calls, do you offer an excuse to get off the phone? Yell at them? Listen to them?

    My wife still politely will get me on the phone, because she can't be impolite, it's not in her DNA. She'll even pull me from writing up a sale...if they ask for me by name.

    I love her dearly, but I wish she wouldn't do that.

    Anyway, how do you guys respond to calls like this?
    Hi Claude,

    Describe what happens when you have a solicitor walk in cold to meet you.

    Are you as terse, or a little more forgiving and open to give the solicitor some time to explain why he's there?
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    • Profile picture of the author kenmichaels
      Originally Posted by Rearden View Post

      Hi Claude,

      Describe what happens when you have a solicitor walk in cold to meet you.

      Are you as terse, or a little more forgiving and open to give the solicitor some time to explain why he's there?
      Holy smokes - look who decided to come out and play ...

      Good to see you around again, friend.
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      Selling Ain't for Sissies
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    • Profile picture of the author Claude Whitacre
      Originally Posted by Rearden View Post

      Hi Claude,

      Describe what happens when you have a solicitor walk in cold to meet you.

      Are you as terse, or a little more forgiving and open to give the solicitor some time to explain why he's there?
      That's a really smart question. Glad to see you back.

      If it's someone selling perfume, knick knacks, toys, frozen meat....I'm polite but short.

      "Hi, we sell frozen meat at huge discounts"
      Claude; "No, thank you". But I don't yell at them or tell them to leave.
      If they are selling advertising, or some service, I'll give them a minute, maybe less. I just want to know what they are selling. I don't want to be rude, but if it's credit card processing, I'm not a good prospect.

      In fact, I usually say, "I'm not a good prospect for you. Thanks for coming in".

      Once in a blue moon, I'll buy from them. But we get a few a day walking in here.

      If it's a local kid, I'll buy whatever they are selling.

      On a hot day, I'll offer any salesman a cold bottle of water, or can of soda.

      On occasion, I'll but something, if they will tell me how their business works.

      We get SEO guys stopping by, but they always have a list of services that they leave.

      They use it as a crutch, so they don't have to engage me. They would get far better results, if they just started a conversation.

      What I love is "Clear and quick". If you quickly tell me what you do, I consider that a favor.

      What I hate;
      Someone acting like they are maybe going to buy something, so you will talk to them.
      A woman flirting with me, to make me more likely to talk to her.
      Someone hinting that they will buy something from me, after I buy from them.
      Someone pretending they are not selling, "Hi, I'm here to tell you about your new lower credit card processing rates"..


      My thought was always (when I sold to small businesses) "Here are 100 businesses. Five of them are thinking about what I'm selling, right now. I need to find those five, as soon as I can." So, speed was important.

      What approach would get me to listen?

      "Hi, I'm Bob with New York Life. I'm not here to make an appointment, but I just wanted to say Hi, and ask a couple questions, to see if we should make an appointment in the future. Do you have a minute?"

      Try saying "No" to that.
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  • Profile picture of the author longrobnc
    I've got a girl making calls now. I had her calling out 100% of the time, but she wasn't selling anything. Maybe 1-2 Appts a week, and those have gone no place. Now, I have her mostly catching inbound calls with a few outbound calls in down hours. The outbound calls are now producing zero appointments and she can't sell the higher end stuff even inbound. She has continually asked to go out to prospect. Maybe that will work better. That's how I buy.

    I've had her taking inbound calls because the customers ask so many questions and ask for prices. It's like a crash course in finding out what questions people ask and what moves them to buy. I'm wondering if walking in would work better than over the phone.
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    • Profile picture of the author kenmichaels
      Originally Posted by longrobnc View Post

      I've got a girl making calls now. I had her calling out 100% of the time, but she wasn't selling anything. Maybe 1-2 Appts a week, and those have gone no place. Now, I have her mostly catching inbound calls with a few outbound calls in down hours. The outbound calls are now producing zero appointments and she can't sell the higher end stuff even inbound. She has continually asked to go out to prospect. Maybe that will work better. That's how I buy.

      I've had her taking inbound calls because the customers ask so many questions and ask for prices. It's like a crash course in finding out what questions people ask and what moves them to buy. I'm wondering if walking in would work better than over the phone.
      She needs a systematic approach to the phone calls.
      Other wise ... she is all over the board, there is zero control
      of the conversation on her part.

      That gets you nowhere fast ... and it burns through legitimate leads.

      I have seen where mini flow charts and rebuttals with leading questions
      hanging on the walls for inbounders work well ...

      Maybe something like.
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      • Profile picture of the author longrobnc
        Originally Posted by kenmichaels View Post

        She needs a systematic approach to the phone calls.
        Other wise ... she is all over the board, there is zero control
        of the conversation on her part.

        That gets you nowhere fast ... and it burns through legitimate leads. I have seen where mini flow charts and rebuttals with leading questions
        hanging on the walls for inbounders work well ...

        Maybe something like.
        Hi Ken,

        We use a script for incoming calls. The one problem is that we sell several different products with a lot of variation and I will admit that it's difficult to be an expert with all products in a short period of time. When I bought my company, I had zero experience in this line of work. I basically learned everything I needed to know by dealing with the technical staff, the vendors, and answering the phones. I had no one to train me.

        She had 2 weeks of training and lots of feedback and ongoing training on the product and how to deal with these situations. We record the calls and coach based on those calls. We have taken her to three corporate product presentations by me or my wife and she talks to a few dozen customers a day for products or warranty issues.

        The truth is that I may have to eventually slip in to Claude's business model. Shrink things down to where I handle most of the inside sales duties the way I did in the past because I suck at developing office staff. I have done an exceptional job with my guys in the field, but the ladies in my office plain out refuse to follow the script and treat the technical staff like humans.

        I'm in the position that crappy help is better than no help because we are so busy.
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        • Profile picture of the author savidge4
          Originally Posted by longrobnc View Post

          We have taken her to three corporate product presentations by me or my wife and she talks to a few dozen customers a day for products or warranty issues.

          I have done an exceptional job with my guys in the field, but the ladies in my office plain out refuse to follow the script and treat the technical staff like humans.

          I'm in the position that crappy help is better than no help because we are so busy.
          There is without question a dynamic here... i'm not judging in any way.. I am only the fly on the wall... your wife likes the girl? Your wife says she just needs a bit more time...

          Why not hire a new "Guy" for the field.. and get him trained.. with the idea that they will be moving into sales. At the same time ask one of the newer "guys" that are in the field if they would do you a favor and come work the phones for a few weeks, until the new sales guy gets some in field up training.

          I have 2 employees that deal with the Satellite phone calls during the day.. they both have technical positions within my Internet development business. They both spent 2 weeks installing Satellites ( and spend 1 week a year in the field ) and are actually certified to do so.

          How better to learn the absolute basics and then some about a product such as yours.. then installing them?

          I am going to sound sexist here but lose the "girls" and go with what you are good at. You can "control" the guys.. and the "girls" are controlling you.
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          • Profile picture of the author longrobnc
            Originally Posted by savidge4 View Post

            There is without question a dynamic here... i'm not judging in any way.. I am only the fly on the wall... your wife likes the girl? Your wife says she just needs a bit more time...

            Why not hire a new "Guy" for the field.. and get him trained.. with the idea that they will be moving into sales. At the same time ask one of the newer "guys" that are in the field if they would do you a favor and come work the phones for a few weeks, until the new sales guy gets some in field up training.

            I have 2 employees that deal with the Satellite phone calls during the day.. they both have technical positions within my Internet development business. They both spent 2 weeks installing Satellites ( and spend 1 week a year in the field ) and are actually certified to do so.

            How better to learn the absolute basics and then some about a product such as yours.. then installing them?

            I am going to sound sexist here but lose the "girls" and go with what you are good at. You can "control" the guys.. and the "girls" are controlling you.
            This is all very valid. As for techs in the field, I can't pull them in at the moment. Our production is way behind. However, what I am going to look for is a "guy" to start in inside sales. Maybe someone that has done some type of construction in the past. I would probably put them on an install truck for a few weeks just to get a feel for the products and what hey entail.

            I brought my brother in recently to manage the field staff. He's 44 years old and has never had an office job. He's been a construction worker since he was 16. He's thrilled to be making a nice living without swinging a hammer. My top sales guy was an installer for 10 years. 3 years with me.

            I've tried in the past to not train a lot of field staff to be sales staff. There could be an issue with creating competitors that know my whole business model. This fear is probably causing me issues.

            I think you hit the nail on the head with putting our new guy in the field for a while, so that they learn the product and gain a little respect for the hard work that the field staff does.

            My wife and I generally take responsibility for the failure of our staff. We always try to find ways to make a person productive. Right now, I'm lost with all of these "girls"
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            • Profile picture of the author savidge4
              Due to the creating a competitor fear.. just try to bring in an inside sales "Guy" and for the first few weeks try and run them through the training you currently have and see what happens... And then if things look promising.. throw him out in the field a day at a time to get a better idea of product etc.

              The whole "guy" thing may be the issue.

              And besides.. just ask any "girl" you know.. guys are dime a dozen anyways! LOL ( my girl made me say it! LOL )


              Originally Posted by longrobnc View Post

              This is all very valid. As for techs in the field, I can't pull them in at the moment. Our production is way behind. However, what I am going to look for is a "guy" to start in inside sales. Maybe someone that has done some type of construction in the past. I would probably put them on an install truck for a few weeks just to get a feel for the products and what hey entail.

              I brought my brother in recently to manage the field staff. He's 44 years old and has never had an office job. He's been a construction worker since he was 16. He's thrilled to be making a nice living without swinging a hammer. My top sales guy was an installer for 10 years. 3 years with me.

              I've tried in the past to not train a lot of field staff to be sales staff. There could be an issue with creating competitors that know my whole business model. This fear is probably causing me issues.

              I think you hit the nail on the head with putting our new guy in the field for a while, so that they learn the product and gain a little respect for the hard work that the field staff does.

              My wife and I generally take responsibility for the failure of our staff. We always try to find ways to make a person productive. Right now, I'm lost with all of these "girls"
              Signature
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            • Profile picture of the author bizgrower
              Does the girl show up on time? Does she have a drug or alcohol problem?
              Is she reliable? Even mediocre help is hard to find. You being her boss,
              you're like a Daddy figure, maybe. Kind of a weird dynamic when it comes to
              guidance.

              Either let her go on, or figure out how to make her and her pleasant personality
              an asset to your company - perhaps more of a receptionist position? Greeter
              of walk in customers if you have walk ins? Some admin duties and other help
              around the place that will free your time and your wife's time?

              I used to be a courier, and this one large accounting firm had an awesome
              receptionist. Super pleasant all the time, in person and on the phone. I'm sure
              she boosted their customer acquisition and retention numbers, even though
              she did not sell per se, or do accounting.

              Also, is there a possibility she could be like this girl? She was a corporate
              headhunter. One of the most productive, too. All she did was socialize and
              play golf and get business by networking that way.

              I don't think it can hurt to let her try being out in the field for a trial period.

              You can pay a really good wage, so it makes sense to optimize talent.

              >>>>>>

              As for the creating a competitor thing, your bro and the top sales guy
              seem to be loyal to you. It's an unlikely thing. But, you do bring people
              along slowly and carefully, carefully observe how they are. You'll
              probably find very few who have what it takes to become a true competitor
              and those would likely do so without learning from you, or approach you
              and be up front about it.

              The other likely scenario, IMO, is that the ones who would try and steal
              your business model will show character flaws and lack of intelligence
              before you give them the full Monty.

              I have two guy employees. One claims to be Mensa eligible. They both
              amaze me with the things they cannot figure out, or the things they cannot
              remember how to do. Simple stuff on the computer or phone system....





              Originally Posted by longrobnc View Post

              I've got a girl making calls now. I had her calling out 100% of the time, but she wasn't selling anything. Maybe 1-2 Appts a week, and those have gone no place. Now, I have her mostly catching inbound calls with a few outbound calls in down hours. The outbound calls are now producing zero appointments and she can't sell the higher end stuff even inbound. She has continually asked to go out to prospect. Maybe that will work better. That's how I buy.

              I've had her taking inbound calls because the customers ask so many questions and ask for prices. It's like a crash course in finding out what questions people ask and what moves them to buy. I'm wondering if walking in would work better than over the phone.
              Originally Posted by longrobnc View Post

              This is all very valid. As for techs in the field, I can't pull them in at the moment. Our production is way behind. However, what I am going to look for is a "guy" to start in inside sales. Maybe someone that has done some type of construction in the past. I would probably put them on an install truck for a few weeks just to get a feel for the products and what hey entail.

              I brought my brother in recently to manage the field staff. He's 44 years old and has never had an office job. He's been a construction worker since he was 16. He's thrilled to be making a nice living without swinging a hammer. My top sales guy was an installer for 10 years. 3 years with me.

              I've tried in the past to not train a lot of field staff to be sales staff. There could be an issue with creating competitors that know my whole business model. This fear is probably causing me issues.

              I think you hit the nail on the head with putting our new guy in the field for a while, so that they learn the product and gain a little respect for the hard work that the field staff does.

              My wife and I generally take responsibility for the failure of our staff. We always try to find ways to make a person productive. Right now, I'm lost with all of these "girls"
              Signature

              "If you think you're the smartest person in the room, then you're probably in the wrong room."

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    • Profile picture of the author eccj
      Originally Posted by longrobnc View Post

      I've got a girl making calls now. I had her calling out 100% of the time, but she wasn't selling anything. Maybe 1-2 Appts a week, and those have gone no place. Now, I have her mostly catching inbound calls with a few outbound calls in down hours. The outbound calls are now producing zero appointments and she can't sell the higher end stuff even inbound. She has continually asked to go out to prospect. Maybe that will work better. That's how I buy.

      I've had her taking inbound calls because the customers ask so many questions and ask for prices. It's like a crash course in finding out what questions people ask and what moves them to buy. I'm wondering if walking in would work better than over the phone.
      Were you the guy who posted about paying a woman like $45,000+ to cold call and she could only do like 50 calls in a day?
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      • Profile picture of the author longrobnc
        Originally Posted by eccj View Post

        Were you the guy who posted about paying a woman like $45,000+ to cold call and she could only do like 50 calls in a day?
        Yes, that's her. Thanks for bringing it up! lol
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      • Profile picture of the author eccj
        Originally Posted by eccj View Post

        Were you the guy who posted about paying a woman like $45,000+ to cold call and she could only do like 50 calls in a day?
        Ha, sorry about that. I was honestly wondering because if so this girl has an awesome gig.
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    • Profile picture of the author Claude Whitacre
      Originally Posted by longrobnc View Post

      I've got a girl making calls now. I had her calling out 100% of the time, but she wasn't selling anything. Maybe 1-2 Appts a week, and those have gone no place. Now, I have her mostly catching inbound calls with a few outbound calls in down hours. The outbound calls are now producing zero appointments and she can't sell the higher end stuff even inbound. She has continually asked to go out to prospect. Maybe that will work better. That's how I buy.

      I've had her taking inbound calls because the customers ask so many questions and ask for prices. It's like a crash course in finding out what questions people ask and what moves them to buy. I'm wondering if walking in would work better than over the phone.
      Not that you asked, but is this girl a relative? Is she blackmailing you?

      One or two appointments a week? I don't think that's even possible. What was she saying, "Hi, I hate you!" and then hanging up?

      Inbound calls? You mean where interested people call you because they are interested? Those kind of calls?

      She wants to go out and prospect, because you won't see that she isn't working. No matter what she tells you, that's the reason.


      You cannot fix her. You can only let her go. Unless you are having sex with her...but still, hire someone else to make the calls, she's killing you. And, that fact isn't a mystery to her.

      She is killing your business. And if you keep her, you are killing it with her.
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      • Profile picture of the author kenmichaels
        Originally Posted by Claude Whitacre View Post

        You cannot fix her. You can only let her go. Unless you are having sex with her...but still, hire someone else to make the calls, she's killing you. And, that fact isn't a mystery to her.

        She is killing your business. And if you keep her, you are killing it with her.
        He was told this before ... and I can almost guarantee ....
        without any of us saying a word about it, deep down inside
        he already knows it.
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      • Profile picture of the author longrobnc
        Originally Posted by Claude Whitacre View Post

        Not that you asked, but is this girl a relative? Is she blackmailing you?

        One or two appointments a week? I don't think that's even possible. What was she saying, "Hi, I hate you!" and then hanging up?

        Inbound calls? You mean where interested people call you because they are interested? Those kind of calls?

        She wants to go out and prospect, because you won't see that she isn't working. No matter what she tells you, that's the reason.


        You cannot fix her. You can only let her go. Unless you are having sex with her...but still, hire someone else to make the calls, she's killing you. And, that fact isn't a mystery to her.

        She is killing your business. And if you keep her, you are killing it with her.
        Hi Claude,

        Yes, I was asking, that's why I slid this unrelated bitch fest in to this thread. lol

        No to the sex, and no to the relative. She is taking lead calls and booking them with outside sales. This part is following a script and she does ok. When the customers push for prices or don't just roll over she has lots of trouble. We generally don't give out a lot of prices over the phone. We like to see the home, so we stress the negatives of giving phone prices. When she does give out prices it's a black hole or she gives out the wrong rates.The other side of the coin is that she is such a pleasant person.

        When she was making calls 100% of the time, we were giving out numbers. The problem is that only 2 people have bought in about 90 days, so about $2500 in sales.

        She's just 100% convinced that face to face stop ins will be different. I've done it myself and people dusted me the same way they do over the phone. The difference is that there is tons of wasted time while driving. I think that she is a bit delusional. We had an outside retail sales guy out due to a death in the family. She told me that she could run his leads although she had not even been trained to do a retail presentation. It's just odd.
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  • Profile picture of the author thet
    When I know for sure that it's telemarketing, I hang up. But, most are very sneaky about it.. Never go straight the point.. So, hanging up on a hunch isn't that smart. I am not the owner of this business I am working in. What if I hang up a client? Or a prospect? Simply because I believe it's a telemarketeer?
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  • Profile picture of the author adsads64
    I get hangup and sell people too I let them talk but first i tell them if it is a sale pitch make it short
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  • Profile picture of the author rgesm
    Originally Posted by Claude Whitacre View Post

    I have a retail store. I get about 15-20 robo-calls a day. Of course, I hang up on them. But I also get maybe 10 calls a day from live salespeople...well, not really salespeople. They are wanting to switch my utilities, switch credit card processors, or do SEO work.

    Honestly, I just hang up. If I gave them each 5 minutes...an hour a day would be eaten up. So I just hang up. I don't even say anything before I hang up.

    Is it rude? I don't care.

    Once in a blue moon, someone gets me on the phone, and talks like a person....and so I listen for a minute.

    When you guys get these calls, do you offer an excuse to get off the phone? Yell at them? Listen to them?

    My wife still politely will get me on the phone, because she can't be impolite, it's not in her DNA. She'll even pull me from writing up a sale...if they ask for me by name.

    I love her dearly, but I wish she wouldn't do that.

    Anyway, how do you guys respond to calls like this?
    i hang up and if you can't you have to learn how to. I'm a business owner and i get walk ins calls, and people trying to really pitch me stuff on how they can reduce my expenses, save on salaries and more. I just hang up and even when they come to my office I tell them "sorry I;m late for a meeting I can't talk BYE".
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