The Keys to Unlocking Success on the Telephone
Improve your ratio of appointments set to dials made. Click to See Training Outline.
Experience has proven that most of the resistance you may encounter when you contact a prospect for the first time is a consequence of the mistake of others who have attempted to persuade the prospect in some way, without consideration for the needs of a customer. Unless you have created a problem in the past the prospect has no basis for resentment towards you personally but you may have to overcome the stumbling blocks someones else has placed in your pathway.
Keep in mind, you are innocent, and if you are genuinely interested in helping any prospect who can benefit from your professional services. Knowing this, you can avoid attitudes of resistance or respond with greater empathy and your sincerity will generally 'come through' as you begin using the CAPS™ Telephone Skills to help the prospect relax and take appropriate action now.
What is the one question every prospect needs answered before agreeing to schedule with you?
They need to know how they will benefit by taking time to meet with you. Here's a news flash... "getting to know you better" is seldom valued as a benefit and neither is... "showing you the kind of work I do." To dramatically improve your ratio of calls made to appointments set, you will always have an answer to this questions before dialing the phone: "How could this prospect benefit by meeting with me?"
To begin improving your results today, try this exercise:
1) Make a three column list of the next five people plan to call with the names of the first column.
2) In the second column cite your reason for calling the prospect now.
3) In the third column write out at least one benefit that you believe the prospect will realize by the end of your proposed meeting.
When you call the prospect, be sure to communicate this benefit before asking them to commit to meeting with you. If you're serious about filling your calendar and improving your ratio of dials make to appointment set, consider completing our fully on-demand training, The Keys to Unlocking Success on The Telephone.
- 3 Online lessons
- Participant's workbook
- Calling key metrics tracking tool
- Sample Scripts
- Optional group of individual Coaching
Part One -Introduction - length 30 minutes:
- What you can do to get more prospects to say YES
- 3 steps you can take to prepare for success before calling
- Easy guidelines for leaving messages that influence prospects to call back
- Outline the 6 most frequent stalls and objections heard from prospects and clients
- 1 thing you can do to establish rapport at the beginning of every call
- 3 things you must do after the conversation begins to persuade your prospect
- How finding the answers to 3 simple questions about your prospects helps you improve results
Part Two - Proven Practices to Prepare for More Successful Calling Sessions - length 60 minutes:
- Discover 1 thing you can do at the beginning of every important telephone conversation to establish rapport and build trust.
- Learn how the CAPS™ Transition Skill is used as a powerful tool to frame your conversation and get it off to a productive start.
- Discover how listening & correctly evaluating attitudes helps you to respond effectively.
- Listen to examples of how to respond to the 6 most common stalls and objections.
Part Three - Becoming More Effective When the Conversation Begins - length 60 minutes:
- Taking the First 3 Steps to Success
- Turn Stalls and Objections into Stepping Stones to Success
- Frame your conversation for success using the CAPS™ Transition Skill
- Listening and Evaluating prospect attitudes
- Demonstrations of how to overcome Stalls and Objections
Sample Scripts:
(The scripts provided are for demonstration purposes only. Be sure to have all your scripts approved by your compliance department before using) Some of the scripts include a sample of all dialogue and others contain only the sample CAPS™Transition:
- When leaving a message
- Parent of grade school children
- Prospect for Long-term Care
- 6 months from Retirement
- Person who is New to the Area
