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How to Develop Good Phone Scripts

Tuesday, November 27th, 2012

phone scriptsA sales person can make a big difference by writing good phone scripts. The following are key things that you’ll want to include when creating your calling scripts.

1. Identify your value

A step that is often left out is language which communicates the core value being offered.  Often we will discuss the company that we’re representing as well as the products that we’re selling, but that doesn’t communicate the value that we’re offering.

How will your products or services be beneficial to the prospect? It can be broken down into three separate categories: technical, business, and personal.

Determine the benefits and value that you’re offering and include some statements which communicate this in your phone scripts.

2. Outline some qualifying questions

We could try to sell to everyone that answers or takes our sales calls. Realistically, not everybody is a good fit. When someone isn’t a good fit and we try selling to them, we stand to increase the chance of wasting time by speaking with prospects which have little chance of buying anything.

By including a few light qualifying questions in our phone scripts, we can help to avoid that.  Also, have those qualifying questions makes our cold calls more conversational as well as helps to decrease your prospect’s guard.

3. Gather some common pain points

To be effective at telesales, it is important to have the ability to uncover pain that the prospect is experiencing. If pain isn’t present, they won’t have a true reason to purchase from us and they won’t have a reason to keep speaking to us.

Including some common pain points in your sales scripts that other prospects have experienced is a great way to uncover pain. Create a list of good pain points and share those with your prospect to determine if they can relate as well as if they’re experiencing anything similar.

4. List out some statements that can build interest

You will need to build some level of interest in order to keep prospects on the phone and get them to commit to future steps. While generating complete interest can be challenging and time consuming, there are ways to trigger initial interest over the phone while speaking with prospects.

Developing a few powerful building interest points is a great tactic to use here.  They can be used towards the end of your phone scripts to attempt to hook the prospect before going for your close.

5. Focus on the next step

There’s always something to close when speaking with a prospect. It might not be closing the sale in the first few conversations, but you’ll still need to close for the next step in the process.

Identify the next step in your sales process and focus on that at the end of sales scripts.

Launch Pad Solutions provides a sales script tool to help sales pros with building phone scripts.


Seven Tips to Establish Rapport in Sales (Part I)

Sunday, November 6th, 2011

Being able to build rapport in sales can have a direct impact on improving sales results.  This is because people buy from people they like and we can add to that the fact that having rapport will greatly improve our ability to control and manage an opportunity through a sales cycle.  This is because we will have better interactions with the prospect and they will likely be more responsive.

Many people believe that rapport is something that naturally happens and it is either there or it is not.  The reality is that there are few things that we can do to try to trigger rapport with prospects and those are below:

1.  Display Humility

This might actually sound counterintuitive as we have always been taught to act very confident and assertive in business, but to displaying humility with a prospect can greatly help with establishing a friendlier atmosphere.  Of course when working in sales, you want to be confident but to show the prospect at different times that you are human and in some ways very normal or average can help to create a more friendly and personal relationship.

2.  Compliment the competition

Another counterintuitive tactic to increase rapport in sales is say something good about the competition that you are competing against for the business.  An example of this would be to share something that the competition is good at when talking about the prospect’s other options.

When you do this, you will accomplish some very clear things at that exact moment.  First, you will display a tremendous amount of confidence since you are not threatened by sharing that type of information.  Secondly, you will present yourself as an advisor as you will be sharing valuable information to the prospect.  Lastly, you will improve your level of credibility as if you are sharing what is good about the competition, you must be honest about everything else that you are sharing.

3.  Disqualify the prospect

Continuing with the counterintuitive theme, we can increase rapport in sales by disqualifying the prospect.  This sales tactic involves telling the prospect that they might not good for what you are selling, in a way to slightly takeaway what you are selling.  By potentially disqualifying the prospect, you are likely to instantly decrease the prospect’s guard as they may view you as looking out for their best interest and that you are only going to move forward once you determine that they are a good fit and this can help to build rapport.

Of course this is an advanced tactic and should only be applied at the right times.  For example, if a prospect is demonstrating clear interest, you do not want to disqualify and question whether it is right.  Although, if a prospect is either in the neutral or negative position in term of interest, it can be very powerful to disqualify and question whether or not it makes sense.  Done correctly, this can not only help to bring the prospect back, it can also increase rapport in sales.

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Launch Pad Solutions provides sales coaching helping sales pros to create rapport in sales.

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Establishing Momentum in New Relationships

Sunday, November 21st, 2010

It can be challenging establishing momentum when meeting new people or at the early stages of new relationships. One of the challenges is that young relationships and social interactions are fairly fragile and there is plenty of room for error. By minimizing mistakes or miscommunications, you can improve your momentum driving an end result of more success in finding and establishing relationships.

One way to decrease the complexity and confusion around what to do and what not to do is to use an analogy or a model to simplify things. In this case, we will look at relationships as being a vehicle that two people travel in together to get from point A to point B. The distance you travel together could be as short as one date or as long as fifty years of marriage. Below are some factors to consider that could influence how far and how fast the vehicle will travel.

Fun: In the vehicle, the gas pedal is equal to the level of fun in the relationship. The more fun that occurs, the more the pressure applied to the gas pedal and the faster and farther the vehicle will go. It is important to point out that fun can be many different things and it is typically different things to different people.

Stress: Stress and pressure in a relationship are equal to the vehicle’s brake pedal. The more stress and pressure applied the more that the brake pedal will be pressed. This will slow the relationship down and at some point could bring it to a complete stop. Stress is part of life and in many cases cannot be avoided or decreased, but we can decrease the level of stress and pressure that we bring to new relationships.

Rapport: The ability to build rapport is equal to level of comfort of the vehicle. The more comfortable the vehicle and the stronger the level of rapport, the more likely the passengers will chose to travel together for an extended period of time.

Driver: Just like every car needs a driver, every relationship needs a driver. This is someone who takes the lead at a particular time. Ideally, two people in a relationship will take turns being the driver in different areas. Knowing when it is your turn to drive can help keep the vehicle going. In new relationships, some women like a man to drive initially. If a man does not realize this and drive when the woman wants him to, she may just get out of the vehicle and get into another one with someone who is ready to be the driver.

Maintenance: Just like how a vehicle needs scheduled maintenance, so do relationships. Most of the maintenance that you need to do on a vehicle could be ignored and you would not see an immediate impact. But problems would start to occur down the road and this would impact how far the vehicle travel. Relationships are similar as there are issues and differences that can be ignored, but somewhere down the road if those were ignored they can present problems that can bring an end to new relationships.

Compass Coaching provides relationship coaching helping individuals to find more success in relationships.


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