You will need

• An individual negotiating strategy, a pleasant voice, a pre-prepared text of your message.

Instruction

Make more time for practice. After all, only practice will help you gain maximum confidence in your gift of persuasion. It will provide an opportunity to overcome the fear of an unknown consumer. The first and foremost rule is practice.

In order to learn how to correctly offer any services or engage in sales by, you need to choose an individual option for conducting a conversation with a client, that is, find your own communication technique. Best of all, if it is completely individual. Today, in order to achieve success in any field, you need not act according to someone else's patterns, but develop your own strategy. All people are individuals and perceive differently. the world.

Write an introductory part for the call. It has very close to your call to action. Your introductory part significantly increases the interest of customers directly with what you offer to use.

Describe the main part of the scenario in detail phone call. The first part forces the client to take their time and listen to your message to the end. The second part of the script prompts them to take action. Please note that the middle of the call is actually - there is a filling and a secret how to sell service By telephone. The main part should amplify and fill your call with enough details and make your call to action more attractive.

Concentrate on the essentials. Do not immediately describe all the benefits of your service. Right Action and how to sell service By telephone this is to tell only about the details that will ensure the achievement of the desired goals. Be aware that talking too much can scare some customers away.

Sources:

• telephone sales services in 2019

How you turn off a particular service (for example, "Weather Forecast" or "Dating") will depend on which carrier you have. Each of them offers its customers special services and subscriber service numbers.

MegaFon subscribers also have the opportunity to connect various services and refuse them using a special system, it is called the Service Guide. Now it is not at all necessary to look for a separate number designed to disable some service, because you can manage everything online. However, the service is not limited to this function. Thanks to it, you can also receive information about the status of your personal account or, for example, change the tariff. To log in, open the site https://sg.megafon.ru.

If you are an MTS client, you need to log in to disable services. universal system called "Internet Help". It can be easily found on home page operator's official website. Before you log in, set a personal access password to the system. To do this, USSD-number *111*25# and number 1118 are provided. Please note: the password must contain from four to seven characters. After entering the "Internet Assistant" you will see the menu "Service Management" and "My Subscriptions". Your choice of menu will depend on which service you have connected. In the first case, opposite the name of the service, click on the "Disable" column, and in the second - on "Delete subscription".

Hello dear friends!

Thanks to the phone, we have the opportunity to solve important issues. Without him in modern society we can't get by. We are accustomed, if necessary, to dial the necessary numbers and talk to a person who is hundreds of kilometers away from us.

But if you have to solve work issues, spending hours on end with the phone, then you probably thought about the question of how to convince people on the phone effectively and efficiently?

In today's article, I would like to introduce you to a few important tips allowing effective remote communication with people.

Preparation stage

Application psychological tricks, is not possible without prior work on the goal and call plan. TO business communication must be approached with all seriousness and dedication.

The fact is that if we consider the option of personal, live communication with potential buyer or an important client, you have plenty of time to make the right impact and close the deal.

And in the telephone mode, the discussion time is much less. Theoretically, you have a chance to persuade the right opponent in 30 seconds, due to the fact that it is during this period of time that he will decide: “ Is he interested in listening to you or not?».

In order to make the most of the time you have, I would advise you to use assistants. When preparing for a conversation in advance, make up small tips for yourself.

Working out specific goals - simplifies the work of the brain during a call, in which you will already experience excitement and possibly miss something.

Define for yourself a “minimum” plan and a “maximum” plan, so that half of the goals will certainly be achieved.

Formulate the main theses on which you will move, in a notebook or on stickers.

telephone etiquette

It is globally important to start a telephone conversation correctly. After you pick up the phone, the first thing to do is to introduce yourself. You must greet the caller, as well as state your first and last name clearly, slowly and clearly.

In all European countries, such a custom has long been commonplace.

If you pick up the phone while answering an incoming call, after a greeting and a articulate name, you should no less clearly imagine the company itself, the face of which you are in this case.

The technique of influencing a person whose space you invade begins with small, seemingly insignificant nuances, but which add up to a huge and weighty ball of service necessary for everyone.

During the dialogue, watch the speed of your speech. The desire to speak the text like a tongue twister will give out your disinterest, fear and will determine for the interlocutor your means of making money, with the help of such aimless calls.

Knowing in advance where and to whom you are calling, it is logical that you will call the individual by name and patronymic, especially if he introduced himself to you. Otherwise, why did you ask?

The most important and common mistake of people working with calls is that they do not enjoy communication, but perceive it as hard labor.

After a greeting, you should not spend too much time chatting about anything, but this does not mean that after the word " Hello!”, you need to proceed to the conclusion of the transaction.

Don't satisfy your own needs

Often we babble about things that are important to us. But what about the client or your interlocutor? What should he do at the moment of your verbal ecstasy? Disconnect?

The persuasiveness of speech directly depends on how professional employee you are in your chosen field.

If you cover up your own incompetence behind a “wall” of empty letters, perhaps it would be more appropriate to improve your skills, and only then work on the phone?

The stages of sales, which are taught to all managers, help to adapt to the person, using tricky tricks that push the client to independently make a decision to buy or agree to a transaction.

The stages of sales are divided into important points, which I will now briefly describe. So:

Speak without subjunctive effect

Put it in a box marked "Strictly prohibited!" phrases similar to these:

• « I would like to ask you to write..."- so ask!
• « Could you tell me..."No, they couldn't!
• « Isn't it hard for you to remember!?"No, it's difficult!

Do you see how poorly the wording works, in which terrible uncertainty, caution, fear of rejection and an attempt to do at least something to come home from work tired are visible?

Exude confidence with phrases like:

• « I'll call you back in an hour and we can continue the conversation»
• « You will be happy after purchasing»
• « I'm sure it's the right decision»
• etc.

Depending on the situation and the context of the dialogue.

Friends, that's all.

Subscribe to update my blog and recommend it to your friends for reading. In the comments, tell us about what secrets you practice in practice?

See you on the blog, bye bye!

» Sales by phone

© Oleg Tocheny

telephone marketing
(sales by phone)

Are you a telephone agent and are now going to dial a potential client to offer him a product or service? Don't rush. If you act head on, then for your interlocutor you will be just one of many who daily bothers him with such calls. Here you need to use a different tactic, thanks to which you will be able to attract the attention of the client to your offer.

Before starting the conversation, you, of course, identified a number of firms that can become clients of your firm. Find out the name of the company, the name of the contact person, other details and enter all this into the database. Now you need to think carefully about the upcoming conversation. If you write an appeal correctly and manage to arouse interest in yourself, then this company will almost certainly become your client.

Try to put yourself in the place of the client and answer the question: “Why, in fact, should I buy this product?”

There are not so many reasons why people shop

1. To save money (20% discount in the store, you need to buy jeans);
2. In order to earn money (use for the production of other goods, resell);
3. To save time (for example, a phone saves time compared to personal travel; a car saves time compared to public transport, - so people pay for the installation of phones and buy cars);
4. To maintain your social status (you need to buy a "Mere": the owner of the company is ashamed to drive a "Zhiguli");
5. AND last reason- logical considerations (by purchasing real estate, you make sure that your children, when they grow up, are provided with housing).

"Try on" this list to your potential client - and now you can come up with an introduction to the conversation.

Introduction to the conversation

The introduction to the conversation should contain no more than 75 words (otherwise, the other end of the line will have time to hang up or find an objection). To do this, you have at your disposal no more than 45 seconds - during this time you must have time to introduce the company and state the reasons why the client may be interested in your offer.

What you have time to say in these 45 seconds is very important. But just as important is how you say it. Take care of the correct intonation. You must radiate a positive attitude towards what you are doing - smile! Remember that a smile can be "seen" on the phone. If you just read something, your interlocutor will also easily understand it. Don't believe? Check with your friends. So the first thing is a smile. The second is what you actually have to say.

There are 5 stages that you need to go through in every telephone conversation with a client.

1. It is necessary to attract the attention of the interlocutor. This can be done as a greeting. As soon as you say: “Good afternoon, Mr. Petrenko!”, you will capture his attention.
2. Then you should introduce yourself. I don't think anyone should be taught this.
3. After that, you need to give the name of your company.
4. Finally, you should say something that will arouse the client's interest in your firm.

As a result, you should get something like: “Hello, Mr. Petrenko! You are concerned about Mr. Sidorenko from Service and Co. We offer talking office refrigerators that tell you which products are beginning to deteriorate and need to be used as soon as possible, to which employee they belong and how this employee reacts to the disappearance of his property from the refrigerator. A talking refrigerator will help your company save up to 20% of employees' food costs and, consequently, the payroll. In addition, this purchase excludes office duels on kefir bottles.”

5. The most difficult thing: you need to ask a question to which your interlocutor will certainly answer “yes”. For example: “Is your company interested in keeping employees productive?” Who's to say that his company is not interested in this?

But if Mr. Petrenko still says no, apologize, thank him for the time he gave you, and hang up. After such an answer, it is useless to convince him to listen to you. The likelihood that he will agree to your proposals is one chance in a thousand. It's not worth your time. It is much more useful to spend it on dialing the next number. Here you were answered "yes" - the first victory. But that's not all: most often, after a positive answer, objections follow, and below we will talk about how to deal with them.

And now a few words about how to overcome one significant obstacle, whose name is the secretary. I remind you that your task is to get through to the person who makes the decisions.

So the secretary picks up the phone. Introduce yourself, state your proposal and ask who you need to talk to. If you can't get the name, try to cheat. Pretend to be a customer, call back and ask to be connected to Mr. Ivanov from the sales department. If you are lucky and you guess right, then you will be connected immediately, if not, then pretend that you mixed up the last name. Ask for the name of the head of the sales department, and then ask to connect with him after all. Your main goal - to talk to someone who can make a decision, bypassing the secretary - is achieved. Now you can start a conversation, the result of which should be the appointment of a meeting with the client or the conclusion of an agreement.

Conversation with a client

Ten commandments of the telephone agent

1. The 20/80 rule. This means that 80% of the time you should be listening and talking only 20%. For the opening speech, you are given, as we have already said, 45 seconds. Then your task is to listen and remember the problems and needs of customers. Then you will have an excellent reason to offer the client to conclude an agreement with you, which will help him solve these problems and satisfy his needs.
2. If you want to look businesslike, never ask general questions like the weather or "How are you?". Is it appropriate to ask about the weather of an interlocutor who is at a distance of 20 km from you? Are you ready to devote the next half hour to listening to stories about other people's problems?
3. Avoid hesitations, speak specifically, accurately, observe the right intonation. Don't forget to smile! You need to speak not too slowly and not too fast, not too loud and not too soft. You must be sure that you are well heard and understood. Learn to feel when you need to pause in a conversation. Telephone agents work much more efficiently when they know how to silently wait for an answer and hang up on time.
4. Don't be upset if you get an answering machine. Your goal is to get a call back, and we'll talk about how to do that a bit later.
5. Do not rush to send information to the client at the first request, if he really does not know what he needs. In most cases, the request for information is simply a desire to keep you behind. However, there are most different ways use this request to your advantage. You can not send anything, but just call a week later and ask if the information has reached. Usually the client answers your question and continues the conversation. You can take the prospectuses personally, citing the fact that they require explanations - here is the meeting with the client that you sought.
6. Answer objections correctly (we'll show you how to do this below).
7. Do not allow yourself disrespectful remarks towards competitors. Serious people prefer not to work with those who, in an attempt to persuade them to cooperate with themselves, point out the shortcomings of others. The client chooses partners with a positive attitude - this is how their sales representatives are taught largest companies in particular Kodak.
8. When working in telephone marketing, you can not miss a day. By skipping one day a week, you will fall behind so much that there is no point in even trying to catch up. Never stop calling new people - it's the only way acquire new customers.
9. Never offer your firm as a supplier "on extreme case". You must convince the client that your firm is the best. Experience shows that no one ever turns to the help of suppliers left "in case of emergency".
10. Don't give too much information over the phone. Remember your main goal. If you want to receive an order and you have been asked a question, it is impossible not to answer it. And if your goal is to make an appointment, it's better to use the situation to your advantage. Try to convince the client that his issue is being resolved, and your representative will be able to explain all this in person.

Homemade preparations

The usefulness of homemade preparations is difficult to assess until you start using them. Try it - and see for yourself. This is truly a lifesaver if you stumble and don't know what to say. Blanks cannot be read. There is nothing more unpleasant when a telephone agent interrupts you from business, and even reads something. In such cases, you just want to hang up. Therefore, blanks must be memorized.

In addition, blanks help to focus on the main goal of the conversation. By knowing what to say, you won't be wasting your time or the client's time. Thus, blanks will help you make more calls per day and effectively respond to possible objections. In this article, we do not offer samples of blanks: you must come up with them yourself, in accordance with your personal experience and company specifics. Write down blanks: this is how you remember them and learn how to use them. In the course of work, you can always correct them and improve them.

Do they object to you? This is good

A person who does not know how to respond to customer objections is not entitled to call himself a telephone agent. An objection is a kind of chance the client gives you; use it to tell him what he wants to hear. In no case do not avoid objections. In telephone marketing, there is a rule of 3 "P": "REPEAT, SUPPORT, CONTINUE". Take it into service - and success is guaranteed to you. Repeat the objection in the form of a question. Say that one of your clients raised similar objections, but after the presentation changed his mind and decided to work with you.

Invite the interlocutor to continue the conversation. Thus, you repeated, supported and continued the conversation about your goal. During the first week of work, you will hear a lot of objections, most of which can be reduced to seven main ones. Each of them means an attempt by the client to end the conversation with you. But your position should be the following: I will now overcome this objection, and we will continue the conversation.

1. The client says that he has already tried what you offer and did not like it. To overcome this objection, use the 3-P rule (see above).
2. The customer states that he already has a supplier. Don't give up: keep asking questions until you find the "weakness" of this provider - the point at which your services are in better side different from those that the company of your interlocutor has provided so far. Why not a chance to acquire a new client?
3. The client says that he is not interested in your product. Apply the rule of 3 P's. If the client again says that he is not interested, apply the "final blow" (technique, which will be discussed below). But if that doesn't work, hang up the phone.
4. The client tries to end the conversation with a request to send documentation. Ask the client what specific data he would like to receive. Try to reduce the conversation to the rule of 3 "R" and ask for an appointment. If a client asks you to send a price list, tell him that your price list is so extensive that it is completely inappropriate to send it; but if the client names the types of goods or services of interest to him, then you are ready to transfer data on the required items.
5. The client says that the savings from working with you are small and not worth the extra effort that will be required from him. Explain to him that he will not have additional worries, but on the contrary, you will do everything in such a way as to simplify his life. Using the 3 R's, end your conversation with a request for an order or appointment.
6. The client asks to call back in a month, because now he is too busy. Tell him that he could save a lot of money during this time, and ask if there is anyone in the office with whom you could talk for two minutes. Using the 3 R's, describe a similar experience and end with a request for a meeting or a deal.
7. The client says that these issues are not within his competence. Find out from him who is responsible for this area of ​​\u200b\u200bwork. If he does not want to answer, go back to the secretary and ask him again.

Conclusion: the obstacles that arise must be overcome. Try to work like this for at least a month, and you will understand that this tactic justifies itself.

Earn the right to offer

When talking with a client, one more thing should not be overlooked. the most important rule telephone marketing: you don't have the right to just call a customer and ask him to place an order. But you can earn such a right even in one minute.

Follow the rules: make an introduction, correctly overcome 2-3 objections, and half the battle is done. Then, by asking the right questions and listening to the answers, you need to find out what the needs of the client are.

As soon as the client feels that you are imbued with his problems, you will establish a mutual understanding. Now you can offer him to place an order. In order to "talk" the client, you will have to use a certain technique of asking questions. Offer him something that will help solve his problems.

But maybe his firm has no problems at all? If all your attempts to find out have ended in failure, say goodbye and move on to the next client.

In your arsenal of ways to work with clients should be a special offer that is valid in currently and does not imply a risk for the client - we will talk about this below. But in any case, your task is to stand out from the crowd and say something that will make the client remember your company, your products and services.

Statistical accounting as a means of increasing the number of sales

Each telephone agent must work with a special form on which he notes everything he does. If the manager didn’t give it to you, it doesn’t matter: draw up such a form yourself and force yourself to use it every day. This will help you identify your weak sides and increase sales. Here are 10 things you should track every day:

1. calls.
2. The autoresponder entries you left (this will help you prepare your autoresponder template).
3. Gatekeepers (how many times a day did you hit the secretary).
4. The people responsible for contract decisions (how many times per day did you manage to convince the secretary to put you through to these people).
5. Sent faxes or mail (what needs to be sent, in what form and quantity).
6. Repeat calls.
7. Scheduled follow-up calls (how many calls you need to make).
8. Replies to your messages on the autoresponder (how effective is your autoresponder template).
9. Appointments.
10. Concluded agreements.

To do this, you need to leave him an advertisement for 20-30 seconds. The first four stages of conversation are the same here (see above), but instead of last question you must write down a phrase on the answering machine that will make the client call you back. Advise, for example, that you will visit him on Tuesday at 14-00 in order to tell in more detail about the offers of your company. After that, leave your name and phone number.

Hearing that a person is going to come to his office, to whom he did not make an appointment, the client will almost certainly write down your name and phone number in order to call back and find out what the matter is. Your goal is achieved: the client called you.

But maybe he is just angry with you and wants to tell you this? As a rule, the indignation of the client can be neutralized. To his question about the meeting, answer that you just left information and wanted to know if it was possible to pay him a visit on Tuesday. If this time does not suit him, ask what is suitable. Thus, you returned to the rule of 3 "P" - repeated the offer of services of your company, supported the client and continued the conversation with a request for a meeting.

Now it's time to ask the fifth question. If the client answers "No", then you should wish all the best and hang up. And if the client answers “Yes, but ...”, you need to overcome the objection and again offer to make an appointment with you or place an order.

And finally, some useful tips:

1. Leave information on the answering machine for no more than 30 seconds.
2. Don't stutter or pause.
3. Call again. On average, to catch a person, he needs to call 4-8 times.
4. Think carefully about what you are going to say.

Special offers

In order to attract new customers, always keep special offers in reserve - coupons, discounts, free service, free shipping, trial period. A trial period means that the customer receives the product and uses it free of charge for, for example, a month before he pays for it. This is what you have to do when dealing with large companies that you would like to make your customers, but who will not agree to buy goods from you without a sample. However, do not forget to explain in detail to the client what a “free trial” is: the trial itself is free, but the client will have to pay for the goods, although 30 days later.

Special offers are best used at the end of a conversation in order to persuade a hesitant customer to the first order. This method really works and is liked by consumers. But make it clear to the client that this is a one-time offer.

About the most important thing - about ordering

1. Question one: have you earned the right to offer an order?
2. How many times have you asked a customer to place an order? You need to offer at least three times, unless, of course, the client agrees immediately (in this case, just say: “Thank you. You will be pleased to work with us” and hang up). But in general, the first offer to place an order is always a trial one. The second time you will also object. It is the third request that is critical. Usually after it you receive an order. I do not mean that if you ask three times, the order is yours. It is possible that you will never receive this order. The following points will help you find out.
3. Make sure you mention the expiration date on your special offer. If you do this, the client will have an additional incentive to conclude a contract with you.
4. Have you asked probing questions that push the client to close the deal? With their help, you can feel whether the client is going to work with you at all.
5. Have you tried the technique called "last hit"? I mentioned this above and now I will explain what it is. When the client answers no to all your questions, ask him if he would be interested in even hearing your presentation. If the answer is “No,” politely say goodbye and hang up. You will not succeed with this client.

Focus - and success will not keep you waiting

There are people who, in a conversation with a telephone agent or a traveling salesman, talk about anything but sales. The telephone agent needs to avoid those who can "eat" his time. Plan your goals for the day before you arrive at work. You need to know how many calls you want to make, how many deals you want to make. And telephone marketing should be done daily, but no more than 2-3 hours without a break.

Get yourself going before work. This can be done in different ways. You can calculate possible profits on the way to work, you can listen to special cassettes in the subway or in a trolley bus, you can record yourself cheering yourself on a cassette and listen to it along the way.

Always call new customers first before making repeat calls. Many do the opposite, but if you keep repeating calls all the time, the influx of new customers and ideas will stop.

And the last rule: always start with the heaviest calls. Everything else after them will seem much easier. Do not hesitate, and you will be pleasantly surprised: in many companies you will be able to get through before the arrival of the secretary and talk to those who make decisions directly. So:

1. You need new clients.
2. Calls really help you get new customers.
3. The more customers a telephone agent attracts, the more more money he will earn.
4. You need to call every day.

Causes of failures of telephone agents

Now I would like to talk about the reasons why many telephone agents fail. Insurance companies in the West, for example, they hire thousands of agents, knowing that in a year 95% of them will leave. But those who remain succeed.

The reason for the failures is in the "SNSP". It stands for: fear, uncertainty, doubt, habits.

Fear. Telephone agents fail because they are afraid to make the next call lest they get rejected. This needs to be treated in a completely different way. Convince yourself that for 200 of your proposals there will be one agreement. And the sooner you get these refusals, the sooner you get to an agreement.

Uncertainty. You are not sure if the techniques you want to use will work. But there is only one way to find out - to try, analyze the results and improve the techniques.

Doubts. Let's say you decide tomorrow start following our advice. But then you shared your plans with someone else, and you were told that nothing would come of it. Then doubts may arise in your soul, which will cause your defeat. Don't give in to them until you try it yourself.

Habits. If you change your habits for 2 hours a day, in a month, using the techniques described by us, you will get rid of fear, insecurity and doubt. Write down your results, and if after a month they do not noticeably improve, then you are doing something wrong. Now start calling. I wish you success!

"Career", No. 2, 2000

The telephone is the main source of communication of any company with the client, so it is quite important to observe the right tactics communication exists, and if you follow these rules, you will not miss it. This physiological and psychological closeness, that is, the correct telephone conversation, is an integral part of productive business communication.

1. Kindly greet the interlocutor
Start your conversation with " Good morning” or “Good afternoon” + the name of your organization. Such a formula is considered welcome and will help you to interest the client.

2. Your voice should always sound with a smile.
This technique is called "verbal handshake", which will help you to interest the client on the phone. The caller does not have the opportunity to see you, but he will evaluate the entire company, including you. About 60% of the information that you personally transmit daily and receive in person is transmitted non-verbally. Only 8% is transmitted through words, and 32% - through paralinguistic signals: intonation, voice timbre, speech volume, etc. If you understand these indicators, it will not be difficult for you to interest a client over the phone.

3. Speak slowly, friendly and clearly
If your voice sounds friendly, it will undoubtedly help you hook the client and set the conversation in the right way. A deeper voice is perceived better by ear than a higher one, this not tricky step will also help you to interest the client on the phone.

4. Speak naturally to convince the client
Natural speech is felt immediately and puts a person in a sincere and relaxed dialogue, this will help draw the client's attention to you.

5. Pick up the phone right away
Studies have shown that after six rings, a person begins to get irritated. The longer the client waits, the more and more he gets angry, and this is not much a good start to get the client interested. Try to pick up the phone on time, this will hook the client and set him up for a positive conversation.

6. Don't ever say, "Wait a minute!"
Such a phrase will be meaningless to the caller. Where exactly did you go? What exactly are you doing there? How long will it take? All these questions will be scrolled in your head by your interlocutor and distracted from the topic of conversation. If you intend to interest the client, you must drop this phrase.

7. Always let the questions you ask be answered.
Don't ever express your assumptions about something. Listen carefully, then reflect on what the client has to say. You can interest the client with your attention to detail, if he sees and understands that you are listening carefully to him, this will undoubtedly set him in a positive mood.

8. Don't interrupt the caller
Interrupting a client is an indicator of bad manners and disrespect for him.

9. Never place the phone on the table during a conversation.
Modern phones have very sensitive microphones, and your interlocutor can hear you put the phone on the table, which is bad form in a conversation.

10. Know the secretary's name
Before calling another organization, get the name of the company secretary, this will put you in a very advantageous position and emphasize your professionalism.

11. Don't switch calls
If you ask the client to wait because you have a call on the other line, this may give the client the idea that you are not serious about him and there are more important clients for you than him, and this will not help you to interest the client.

12. Don't use call forwarding
The client will not feel very comfortable if he is forced to dial an additional extension number. You must understand this and create a comfortable environment for the caller.

All these 12 ways to get a customer interested over the phone, will help you in your work, and you will undoubtedly succeed if you follow them.

Next important aspect telephone conversations is the ability to succinctly and clearly tell the client the purpose of your call and quickly interest him in cooperation.

Alas, quite often, immediately after the presentation, sellers start up a hackneyed and hackneyed song: “We want to offer you ...” and then a tedious enumeration of the characteristics of a product or service.

Of course, the first desire that a client has is to refuse and hang up as soon as possible. It is understandable. None of us like it when something very much is wanted from him. Especially if this desire comes from stranger which I have never seen with my own eyes. And even more so when for the satisfaction of this desire you need to lay out the n-th amount of hard-earned money. Remember high school physics course?

The force of action is equal to the force of reaction. © Newton's third law

So here. The more you persuade the client, the more he resists, even if your offer is actually incredibly beneficial for him and can reduce costs and / or increase profits by one hundred and forty-eight percent.

How to be?

They say you never get a second chance to make a first impression. Therefore, it is extremely important to interest the interlocutor with your first phrase so that he wants to listen to you further, to consider your detailed Commercial offer or meet (depending on the purpose for which you are calling).

And to get the attention and interest of the client, you should remember a few simple things:

First, give up this "garbage" phrase "We want to offer you ...". This is the same as the “favorite” and rather annoying question of sales consultants: “What can I tell you?”. The answer immediately suggests itself: “I don’t need anything.” After all, such a “frontal” remark puts your interlocutor “against the wall” and forces him to make a decision “here and now”, when he is not yet ready.

Much "softer" and more effective is the wording "We would like to find out the possibility of cooperation ...". Agree, talking about the possibilities does not oblige you to anything yet, therefore, it causes much less stress.

For example:

- We know that your pharmacy is located near the maternity hospital. And we just sell goods that are in demand in such places, for example, pacifiers, bottles, baby powder, etc. We are not working with you yet, so we decided to clarify how interesting it would be for you to cooperate with us.

Second, don't tell the client anything - NOTHING! - about the characteristics of your goods or services. Most people are simply not able to immediately perceive by ear such a number of details and details that are new to them. Remember that it is you, not your client, who works with your product / service every day. And what is familiar and obvious to you may be incomprehensible and tiring for the client. At the same time, it is much easier for your interlocutor to refuse than to make efforts to comprehend the flow of (unsolicited!) information that has fallen upon him.

Instead, be prepared to immediately - in the first sentence following the introduction - name the MAJOR benefit of working with you.

- The wise man says that there is only one rule in the world: a tiny question on which our luck depends. The more often this question is heard, the stronger we will become. Do you understand what the question is, Mr. Green? What does it give me? © From the movie "Revolver"

Think about which main headache» Can you eliminate your potential customer if he buys your product or uses your services? What maximum benefit can he extract if he agrees to cooperate? Increasing sales, cost savings, reducing employee turnover, reducing risk, expanding business, fixing equipment failures, increasing productivity, getting things in order, reducing costs?

One million quarter-inch drills were sold, not because people needed quarter-inch drills, but because they needed quarter-inch holes. © T. Levitt

Look at the situation not through the eyes of a seller who has a super-duper product / service, but through the eyes of your client. What will he get in the end?

At the same time, here, as nowhere else, it is extremely important not the number of arguments, but their quality. Save time and thinking of the buyer! Speak to the point and only about the main thing. Remember, you only have 30 seconds to impress and "hook" the interlocutor. Use them effectively!

For example, the first time I talk on the phone with my prospects, I don't tell them that I can develop a sales workflow or provide sales training. But I always say in the first phrase that I can help them increase sales. Almost all companies want this. And this sounded benefit is quite enough for the client to continue listening to me, start asking clarifying questions and eventually agree to a personal meeting.

By the way, if the purpose of your call is to arrange a meeting, try not to reveal the essence of your proposal over the phone, keep the intrigue (remember the “bitten candy” effect). After all, if you tell everything over the phone, the client simply will not be interested in meeting with you.

Or here's another example. A few years ago, a colleague and I were developing an outsourced contact center service to sell. In this scenario, there was this phrase:

- We can help you to increase the quantity several times daily contacts with clients, without "inflating" the staff of your company.

In addition, as a "sweetie" in cooperation with your company, you can offer the client the provision of some exclusive information about the market or the possibility of obtaining privileges from your business partners:

- We have a certain influence in this market, and cooperation with us can help you get additional income. For example, we have competent suppliers who provide our company with certain benefits, and if we characterize you as our partner, you will also enjoy these benefits.

On this I interrupt the story and leave you room for imagination :-). Read the continuation of the topic in the following articles.

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