Best cold call experience...EVER!

36 replies
I don't normally take calls...just let them go to an answer phone if they are serious,
they will leave a message.

Great filtering method.

Today I was expecting a important call so I was answering calls.

Bad mistake.

One was from the tax department auditing me.

But I digress.

One was a typical call pushing what they have got,
with little regard for the person on the other end of the line.

Soon got rid of that pest.

Next caller had me gob smacked.

I couldn't think of anything to say except "where did you learn how to call like this?"

Ahh yes it was from Ari Galper.

Loved the way I was approached.

It was from Vodafone.

Business owners will appreciate you by using his approach.

I certainly did.

Best,
Ewen
#call #cold #experienceever
  • Profile picture of the author TyBrown
    Am I missing something? What did he say?
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    • Profile picture of the author ewenmack
      Originally Posted by TyBrown View Post

      Am I missing something? What did he say?
      It's not so much the words used,
      it's getting an understanding where the person is at.

      All pressure is diffused.

      It's the mindset, not a pre-determined outcome.

      Go to unlockthegame.com if you want to learn more.

      Best,
      Ewen
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      • Profile picture of the author DaniMc
        Originally Posted by ewenmack View Post

        It's not so much the words used,
        it's getting an understanding where the person is at.

        All pressure is diffused.

        It's the mindset, not a pre-determined outcome.

        Go to unlockthegame.com if you want to learn more.

        Best,
        Ewen
        Thanks Ewen. I'm always open to new sales approaches. I've heard of Ari but never learned any of his material.

        Do you have experience with him? After reading more, I think I will dive in. I am already far down the relationship selling road and want to continue to learn.
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        • Profile picture of the author ewenmack
          Originally Posted by Daniel McCoy View Post

          Thanks Ewen. I'm always open to new sales approaches. I've heard of Ari but never learned any of his material.

          Do you have experience with him? After reading more, I think I will dive in. I am already far down the relationship selling road and want to continue to learn.
          Hi Daniel,

          It's rare to see a discussion on what it's like to be
          on the receiving end of a cold call.

          I gotta tell you being on the receiving end of a Ari Galper trained caller,
          is the difference between day and night.

          Funny how people talk about helping and having the best interests of others,
          yet they inflict harm, though un-intential, on others through their cold calls.

          I haven't bought his training to answer your question.

          Best,
          Ewen
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          • Profile picture of the author DazedandConfused
            Originally Posted by ewenmack View Post

            Hi Daniel,

            It's rare to see a discussion on what it's like to be
            on the receiving end of a cold call.

            I gotta tell you being on the receiving end of a Ari Galper trained caller,
            is the difference between day and night.

            Funny how people talk about helping and having the best interests of others,
            yet they inflict harm, though un-intential, on others through their cold calls.

            I haven't bought his training to answer your question.

            Best,
            Ewen
            So Ewen,
            You asked him 'where did you learn to make calls like this?' - and the subject turned to Ari Galper? You say you can't put your finger on it, and yet...

            I guess my question is - did he win you over into a buying mode?
            Did he achieve his call goals? Or is it a six-month romance?

            If you'll excuse the "Jerry Maguire" reference...how did he "have you at hello"?
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            • Profile picture of the author ewenmack
              Originally Posted by DazedandConfused View Post

              So Ewen,
              You asked him 'where did you learn to make calls like this?' - and the subject turned to Ari Galper? You say you can't put your finger on it, and yet...

              I guess my question is - did he win you over into a buying mode?
              Did he achieve his call goals? Or is it a six-month romance?

              If you'll excuse the "Jerry Maguire" reference...how did he "have you at hello"?
              The point was that he wasn't an annoying pest and we went through
              to see if there was something better than what I'm currently using.

              The call wouldn't got that far if he hadn't used this approach.

              In the end there never was going to be a sale because of a fixed contract term.

              That was a deal killer for me.

              We were both working together to see if there was a possibility of a sale.

              Not one side pushing and the other pulling away.

              Best,
              Ewen
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              • Profile picture of the author John Durham
                Originally Posted by ewenmack View Post

                The point was that he wasn't an annoying pest and we went through
                to see if there was something better than what I'm currently using.

                The call wouldn't got that far if he hadn't used this approach.

                In the end there never was going to be a sale because of a fixed contract term.

                That was a deal killer for me.

                We were both working together to see if there was a possibility of a sale.
                Not one side pushing and the other pulling away.

                Best,
                Ewen
                Maybe he should have pushed hard... he made a "fan" , not a sale...just sayin, but maybe its just the manager in me... I care about quota, not how much people love your professional demeanor if you cant close em.
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                • Profile picture of the author ewenmack
                  Originally Posted by John Durham View Post

                  Maybe he should have pushed hard... he made a "fan" , not a sale...just sayin, but maybe its just the manager in me... I care about quota, not how much people love your professional demeanor if you cant close em.
                  At least he got closer to a sale than the person pushing for it,
                  because I would of cut the pusher short.

                  Best,
                  Ewen
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                • Profile picture of the author inneraction
                  Originally Posted by John Durham View Post

                  Maybe he should have pushed hard... he made a "fan" , not a sale...just sayin, but maybe its just the manager in me... I care about quota, not how much people love your professional demeanor if you cant close em.
                  This is the kind of short term thinking that plagues so many sales teams. Guess who Ewen is going to recommend when someone needs the services Vodafone offers? Yah he didnt get a sale but he got a fan who will refer people to their company. And like Ewan said, the rep got further than a pushy annoying salesman.
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                  • Profile picture of the author ewenmack
                    Well, I've now joined up with them.

                    They did away with their term contract.

                    So the guy didn't get the sale at first, but I remembered how I was treated with respect.

                    Best,
                    Ewen
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                    • Profile picture of the author Simoshere
                      lOl this post reinforce's why i listen to Ari for all things "sales". I love John's posts and he inspired me to believe i can get offline clients with the knowledge I have. But the method of telmarketing he uses just doesnt sit well with my personality.

                      There is no one size fits all with selling though so to each his own.
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                • Profile picture of the author Aussieguy
                  Originally Posted by John Durham View Post

                  Maybe he should have pushed hard... he made a "fan" , not a sale...just sayin, but maybe its just the manager in me... I care about quota, not how much people love your professional demeanor if you cant close em.
                  Very strange comment!
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                • Profile picture of the author Chris Cho
                  Originally Posted by John Durham View Post

                  Maybe he should have pushed hard... he made a "fan" , not a sale...just sayin, but maybe its just the manager in me... I care about quota, not how much people love your professional demeanor if you cant close em.
                  Exactly, the point of the call is to make sales not friends. People think building rapport is about talking about random related stuff and acting as if they care but it's more about gathering information + building trust + THEN CLOSING! just my two cents
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                  • Profile picture of the author Rus Sells
                    Chris,

                    Your talking more about discovery which really isn't rapport. Rapport is more like, togetherness, oneness, friendliness, or accord. One of the best ways I've found to build rapport with prospects is just talking about being a business owner. The challenges, obstacles, the day ins and day outs. Has nothing to do with why I'm actually there.

                    Originally Posted by Chris Cho View Post

                    Exactly, the point of the call is to make sales not friends. People think building rapport is about talking about random related stuff and acting as if they care but it's more about gathering information + building trust + THEN CLOSING! just my two cents
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                  • Profile picture of the author Simoshere
                    Originally Posted by Chris Cho View Post

                    Exactly, the point of the call is to make sales not friends. People think building rapport is about talking about random related stuff and acting as if they care but it's more about gathering information + building trust + THEN CLOSING! just my two cents
                    Its not necessarily about making friends. Its about opening up the conversation so that you can actually see if he needs what you have. its hard to figure that out if someone is predisposed to saying no/ or if they've prejudged you as just being a sales person.

                    Im not getting in this business to be "besties" with my clients.. because at the end of the day its all business.
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                    • Profile picture of the author 512 Designs
                      Ok. I understand the whole relationships and helping thing. I'm trying to do that at all the networking group meetings I attend.

                      But how do you do this with cold calling?

                      What's the first sentence you say to a business owner during a cold call?

                      Mike
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                      • Profile picture of the author Simoshere
                        Originally Posted by 512 Designs View Post

                        Ok. I understand the whole relationships and helping thing. I'm trying to do that at all the networking group meetings I attend.

                        But how do you do this with cold calling?

                        What's the first sentence you say to a business owner during a cold call?

                        Mike
                        Hi, my name is _______ Im hoping you could help me out for a moment.

                        then you dont say anything else until the other person says something back

                        theres more after that as well

                        read up on it at Ari's website unlockthegame [dot] com
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                        • Profile picture of the author David Miller
                          I know that I've come across in these threads as being hardnosed and even somewhat mean spirited at times. It's hard to really understand one's state of mind in this format.

                          I have to agree with John on the fact that there is a big difference between being close and being closed. The difference being in whether you sold the prospect or the prospect sold you.

                          Being focused on closing deals does not mean that you are a robotic script reading pest.

                          In reference to Ewen's remark:

                          "The point was that he wasn't an annoying pest and we went through
                          to see if there was something better than what I'm currently using."

                          It's this kind of arrogance about people who dare to call you that causes many people who have excellent products or services to offer, hestitate to pick up the phone.

                          Many salespeople are perfectly able to do both while making the prospect understand that making the purchase is, in fact, in their best interest. Now for those of you ready to say "AHA...I got you" I didn't say that anything should be sold if it's clearly not in the interest of the prospect.

                          I can't think of why helping someone purchase something from me NOW would label my call as annoying, as opposed to just having a conversation which just takes up more of my and my prospects time and accomplishes nothing.
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                          • Profile picture of the author Aussieguy
                            Originally Posted by David Miller View Post

                            I can't think of why helping someone purchase something from me NOW would label my call as annoying, as opposed to just having a conversation which just takes up more of my and my prospects time and accomplishes nothing.

                            ...but what if I just have a personal policy of not saying "yes" on a first call? Have you lost me as a customer?

                            Or are you not referring (here) to having to potentially follow up on a prospect? As in, are you just meaning here that the conversational side can end up being an unnecessary dilly-dally that takes up extra time?

                            I'm still trying to put it all together in my head, lol
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                            • Profile picture of the author David Miller
                              Originally Posted by Aussieguy View Post

                              ...but what if I just have a personal policy of not saying "yes" on a first call? Have you lost me as a customer?

                              Or are you not referring (here) to having to potentially follow up on a prospect? As in, are you just meaning here that the conversational side can end up being an unnecessary dilly-dally that takes up extra time?

                              I'm still trying to put it all together in my head, lol
                              I fully understand what you're saying, and of course, I'll follow up with anyone that really is sincere. Clearly I'm sure you have a sound reason for having a policy of never saying yes on a first call.

                              So just so I'm not wasting my time or yours, when I call you back, what is it that you'll need to be sure that I can deliver so that you'll be comfortable enough to make a yes decision on the next call?
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                              -- FRANK SINATRA, quoted in The Way You Wear Your Hat
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                              • Profile picture of the author Aussieguy
                                Originally Posted by David Miller View Post

                                I fully understand what you're saying, and of course, I'll follow up with anyone that really is sincere. Clearly I'm sure you have a sound reason for having a policy of never saying yes on a first call.

                                So just so I'm not wasting my time or yours, when I call you back, what is it that you'll need to be sure that I can deliver so that you'll be comfortable enough to make a yes decision on the next call?
                                Cool. Depends what it is really. It's probably a personality thing...anything you're selling me (that I'm interested in) and I've got you calling me back in a couple days....I'm gonna go research it a bit, including googling your business site as well no doubt! That's just me. But then, I won't go and buy a new set of tyres without first googling some reviews / see which brand has won the latest industry awards etc. Again, just me. Is it a personality thing??

                                Having said all that...if I'm still happy with everything and you call me back, we should be good to go!


                                Finally.....I'm in 2 minds about all this. I think the so-called "conversational style" has merit in the sense that you are simply being friendly (certainly suits my laid back personality) and you want to make sure you get every chance (over the phone) to explore the possibility of a fit with the prospect(s).
                                On the other hand......."Hi I'm Joe from Online Video Advertising and the reason i'm calling today is to offer a special deal on our services, have you got a moment?....." or whatever...........has merit (in my mind) because it's a time saver. Get on / get off until you get a sale. Seems sensible.

                                So what's the answer to the question? I guess a sensible approach to answering the dilema would simply be to find out the difference in coversions per hours of calling.
                                i.e. If "conversational style" takes longer per call, the coversions need to be sufficiently higher to make it worthwhile.

                                If I knew the answer to that, the dilema is solved and there is no question as to which is better.
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                                • Profile picture of the author David Miller
                                  Well what I wrote is probably close to what I would say if someone told me it's their policy to never say yes on a first call. It's my nature as a salesperson to assume that there's an objection in there and I would try to smoke it out. Such as, if I were able to get to the real objection, I would try to answer it.

                                  I know there's a lot of back and forth about this kind of selling vs. that kind of selling, but the reality is no two prospects and no two salespeople are exactly the same.

                                  To pigeon one style of selling as better than another is a pointless endeavor. Some people feel the need to make sure that the prospect feels that they are their friend and therefore, don't worry about pressure. Not to belabor a much argued point but I feel that kind of selling is an excuse to not ask for the order. No need to worry about rejection if you never ask.

                                  On the other hand, speaking from the buyer side of the table, I've got plenty of friends, but when I'm buying a product, I want to know that the person I'm buying from understands HIS business and can show me how it would benefit my business to buy from him. Most business owners that I know feel pretty much the same. Trusting the source of the service has nothing to do with how much you want me to know you care about me. I want to know that if I have an issue that I'll have the support I expect.
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                  • Profile picture of the author ewenmack
                    Originally Posted by Chris Cho View Post

                    Exactly, the point of the call is to make sales not friends. People think building rapport is about talking about random related stuff and acting as if they care but it's more about gathering information + building trust + THEN CLOSING! just my two cents
                    Chris, you are putting things into the conversation that never happened.

                    I dislike people feigning interest in non business related stuff.
                    He got right down to business, which I liked.

                    And yes the point of the call is to get a sale, IF there was ever going to be one.

                    Yes there was one, ONLY when head office changed their fixed term contract policy.

                    Best,
                    Ewen
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  • Profile picture of the author Rus Sells
    I never heard of this guy but if he's teaching trust based selling he's ON TARGET!

    I learned to do this myself out of necessity a long time ago. I was struggling big time to make sales in an industry that was RIPE with customers. Imagine a whole city that needs, no not needs MUST have your services and they don't even have to pay for it with their own money!

    Yet I was struggling to make just 2-3 sales per week! Not only was I struggling I was competing with a huge influx of other companies with much larger sales forces so by the time I met with most of my prospects they would have a pile of estimates, hand outs, presentations, from other companies sitting on their dining room tables.

    I thought to myself, well its a numbers game so I'll work harder and then I'll sell more. I was wrong!

    Anyways to make a long story short I decided that summer I was going to become a closer and instead of "selling to people" I would educate them.

    As I started learning the finer points of educating my prospects on the situation they began to trust me. I also learned many other ways to get trust but education is the foundation that garners trust.

    My life changed almost instantly and I rose very quickly to be one of the top sales people in my industry.

    So: Education based selling produces trust keep that in mind when prospecting.

    Thanks for bringing this topic up OP!
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    • Profile picture of the author LasseKohau
      Interesting sales approach, as I judge it - its advanced relation selling, one a one.

      Does anyone here, have exp. woth these techniques ?

      thanks, LASSE
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      • Profile picture of the author Rus Sells
        Um did you not read my reply?

        Originally Posted by LasseKohau View Post

        Interesting sales approach, as I judge it - its advanced relation selling, one a one.

        Does anyone here, have exp. woth these techniques ?

        thanks, LASSE
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        • Profile picture of the author LasseKohau
          Well, tech. is not my strong side...
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          • Profile picture of the author krzysiek
            Originally Posted by LasseKohau View Post

            Well, tech. is not my strong side...
            Tech? You just need to know what it is that you're selling / offering, and then apply what Rus said
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      • Profile picture of the author DaniMc
        Originally Posted by LasseKohau View Post

        Interesting sales approach, as I judge it - its advanced relation selling, one a one.

        Does anyone here, have exp. woth these techniques ?

        thanks, LASSE
        I'm sure there are specific techniques you can learn but it really comes down to having a true concern for the customer and listening to their needs. I have developed a series of questioning and conversation techniques that lets the customer know I only want to help them.

        I never sell them something they don't need and I let them lead the conversation about their business. It all comes down to a true desire to help them achieve their goals and a belief that you can give then what they are looking for.

        I'm sure Ari has some great stuff but you should also check out the book "Spin Selling" it is a good place to start.
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  • Profile picture of the author xlfutur1
    I checked out Ari's stuff and this makes total sense. I hate cold calling, but this approach seems much more doable than all the stuff you read about making cold calls (i.e its a numbers game, go fo the close, etc.). Even the "would you prefer monday at 10:40 am or Tuesday at 12:15" response to setting an appointment raises red flags with me. I am much more apt to deal with someone who has a low key approach and gives me the impression that they really could care less whether I do business with them or not. Just my 2 cents.
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    • Profile picture of the author Rus Sells
      Originally Posted by xlfutur1 View Post

      ....a low key approach and gives me the impression that they really could care less whether I do business with them or not. Just my 2 cents...
      Its not necessarily low key per say but it is a label for an certain attitude. I always act like I could care less if I get some ones business because in reality I don't.

      This can change things a lot when your prospect perceives that you won't be butt hurt if you don't get their business.

      That was one of the problems with my buddy who I mentioned earlier here. His worry over his bills make him come across as desperate and prospects picked up on this.

      Instinctively we all want to do business and be associated with successful people. Successful people are in a position where they don't need your business and we know this.

      So acting like this triggers the, "I want to be associated with this person because they are successful" response, and the way to be associated with you is to do businesses with you.

      = )
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  • Profile picture of the author lauriean
    I'm really appreciating this thread. I've been very hesitant to do phone conversations, because I know how I like to be approached and I've not been confident that I can do it the way I would prefer. Ewen, your description of how the conversation went from your side really helps me. I'll be checking out Ari's website. The way you felt afterwards (and the fact that he did make the eventual sale) is very appealing to me. That is how I'd like people to perceive me. I have some strong skills, and things I can do for people that will strengthen their online presence, and I'm passionate about helping my local economy by helping local businesses, but I dread coming across as "pushy". Again, thanks for posting. You've given me hope.
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  • Profile picture of the author rbecklund
    "It's this kind of arrogance about people who dare to call you that causes many people who have excellent products or services to offer, hestitate to pick up the phone."

    Ha, so true I was calling architects today and I got one of those. When they say "have you *even* looked at my website?" I say "nope, I'm just calling off a big long list." I know they won't be interested, so it doesn't matter what I say and because they are offended that I'm wasting their time...

    Those types used to freak me out, now I have to stop myself from laughing while I'm talking to them.
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    • WOW... What a lot of thoughts on Ari Galper and Unlock The Game.

      I used to be Ari's right hand man a good few years ago and I've learnt from him personally every day and seen how his mindset changes peoples lives.

      It's the mindset that differentiates Ari from all other styles of selling and in fact, what he's teaching is "how he lives life"... Oh and he's a master at sales and all the other variants of sales there are.

      But any of the systems out there, teach that "you're calling to get a step closer to a sale"... Ari teaches, you're just calling to see "if there's a fit or not", not to make a sale instantly (or ever if there's no fit) end of story.

      I first purchased Ari's product when I was cold calling for a leading IT company in Australia, and I never purchased first up, I purchased much later like 2 months later.

      My testimonial is still on his website homepage to this day "Adam Price" and my photo and audio testimonial, I'm the dude in the black shirt and back and white tie photo right at the bottom, and also the cowboy hat to the left.

      I had studied all the other styles and was a typical "Pitt Bullterrier" sales dude in my approach, nothing worried me... Except I wasn't making the sales I wanted, and yes, I was a top salesperson as the Pitt Bull, but I HATED my approach, but that was the approach most of us have been taught right?

      And it's this "Mis-Fit" in our personalities that cause us to HATE cold calling, and what Ari teaches in essence, for experienced cold callers who are open to it, is how to "Unwind" their mindset from "Get Closer To The Sale" and slow down to see if there actually is a fit or not.

      If there's not fit, there's NO WAY in heaven or hell you're going to convince someone with round hole to buy a square peg, even if the square peg is the BEST in the world and made of Gold LOL!!!!

      So this conflict of "I need to make sales" and be someone I'm not when making calls, sits in the pit of our stomachs slowly eating us away with the mis-alignment of what we're trying to do and our personalities that so desperately want to be more "ourselves" and friendly when we call.

      If you think that being friendly and making friends doesn't get you anywhere when making cold calls, think again, it doesn't get you the sale initially, it may never, but it does get you long term referrals and top of mind awareness and also an open door into any business / corporate office when you do call back over time and I used to have lunch with many of these people and their associates (sales are in those meetings) and the sales come after TRUST is built and they know when they lower their guard you aren't gong to go in for the kill with them or their associates.

      If you're in sales to make a quick killing and burn people with a one-shot sale, then this ain't your thing.

      But if you want to make long-term clients and referral partners, and learn how to live your life much better in every area along the way, then learn Ari's mindset.

      It worked so well for me that I was his first coach in the world and also trained a lot of his early coaching team, it's what I call my "Million Dollar Education" :-)

      Maybe one day I'll write a blog about the hundreds of things I picked up along the way that enhanced my life by being part of Ari's world.

      My ten cents worth
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      • Profile picture of the author nisiwi
        Just picked up this thread.

        I'm certainly a supporter of the Unlock The Game approach and I've noticed a few interesting points raised in this thread.

        I would agree that the fear of cold calling does stop many people who have excellent products or services to offer from picking up the phone. However, many of the products and services that people offer are just "me too" and are hardly differentiated or plain one sided (self serving).

        For example I've been using VoIP for nearly 15 years now, yet last year I was getting calls from people almost 2 or 3 times a day selling me this "new idea" using ploys like "you have been selected" or "just need to verify you're eligible" and nobody bothered to find out if I knew anything about it (I've got a background in tech and telco) ??

        Somebody earlier in the thread said
        why helping someone purchase something from me NOW would label my call as annoying
        - that would depend on how you define "helping" and "annoying" - both of which are very subjective concepts - e.g. a crack head would consider making a score as being helped by his dealer - but society would consider that all it did was seal the fate of the crack head and cause more social disruption and decay.

        I especially love those calls from overseas operations wanting you to give personal financial information over the phone so they can "give you some financial guidance" (aka boiler room shares selling pump and dumps)......zero trust mofo's.

        There's a lot of bull crap cold call approaches that just take and do not give - FACT!

        Building a business is not just about taking money - that's selfish - its about building a learning system that evolves with and services the real and constructive needs of customers - do it right and you get money in return - most businesses are lazy and the cold callers have little to no choice.

        If suppliers combined creating / innovating something customer driven and differentiating that, with their cold calling approach then they may have a massive winning edge, most of the time though its just noise.

        Would our current WORLD financial crises caused (in part) by banks misselling finance be considered OK because at least they closed the deals ? Closed what ? a vat of poison!

        I've used cold calling very effectively in some markets and have been in markets where it was not the right approach at all.

        Cold calling is a process just like marketing that should sit alongside the buyers journey. The key questions you should be answering from a buyers perspective are;
        • why should I buy (problem, pain etc.)
        • why should I buy from you (trust, capabilities, understanding, empathy etc.)
        • why should I buy from you NOW (a recognised fit in terms of timing, money, need/want/desire etc.)
        Let me leave you with a few words from Blake in Glengarry Glen Ross ? Alec Baldwin - Best performance - YouTube - is he right / wrong or a bit of both ?

        Getting by giving is what its all about or we all suffer in the end.
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