Posts Tagged ‘Sales Coaching’
Sunday, March 10th, 2013
The following is a sales script example utilizing a structured script framework which contains seven different parts. Keeping in mind that every sales person sells different products, we’ll use an example or product which the majority of people can relate to which is a car sales person attempting to schedule an appointment to sell a vehicle. We are all aware that this is not how cars are typically sold. This is simply an example scenario.
Some form of an introduction is needed for every sales script. In the case of telesales, you might have a need for two introductions, with one being for the gatekeeper and one for the target prospect.
“Hello, my name is Steven Johnson with Imperial Autos. Have I caught you in the middle of something?”
2. Value Statement
Share a few details about what you have to offer immediately following your introduction. Sharing a value statement that is one sentence which communicates how you can help is the best way to do this.
“The purpose for my call is that we assist individuals in improving their ability to transition into a vehicle which better meets their needs.”
3. Disqualify Statement
Disqualifying the prospect early in the call by questioning if they are the right fit is a psychological tactic in this sales script example. By doing this it can decrease the prospect’s guard, develop curiosity as well as build rapport.
“I am not sure if you are a good fit for what we have to offer, so I just had a couple of questions for you.”
4. Qualifying Questions
Questions to help qualify the prospect are included in this sales script example. Qualifying questions assist in ensuring that you’re spending your valuable time with the right prospects as well as help in getting the prospect talking and more involved in the conversation.
- “How happy are you with your vehicle?”
- “What year is your vehicle?”
- “If there was anything that you could change about your vehicle, what would that be?”
5. Common Pain Points
Sharing some common challenges which others have been experiencing is a way to help uncover challenges that the prospect may be having.
“Oh, okay. Well, when we speak with other individuals, we find that they sometimes express challenges that their current vehicle is:
- not fuel efficient
- not a good fit for their growing family
- simply old and doesn’t have the latest features.
Which one of those can you relate to the most?”
6. Building Interest Points
You can have some strong points at the end of your sales script to help trigger interest which will be needed at some point.
“Oh, I see. Well, it might be productive for us to talk in more detail.
- As I mentioned, I am with Imperial Autos and we have ten auto dealerships offering the widest range of brands.
- We use a “no haggle” sales approach so you will know you’re getting the best available price with us.
- We have been in business for thirty years as well as have won many awards for customer service.”
The following is a sales script example for an attempt to close.
“Since I’ve called you out of the blue, I do not want to take any more of your time to talk right now. What I would like to do is schedule some time with you where we can discuss your needs in more detail and share with you what value and insight that we have to offer against that. Are you available next week for a brief meeting?”
Launch Pad Solutions provides a sales script tool that provides a sales script example.
Wednesday, March 6th, 2013
By surveying 100 salespeople, you would conclude that the majority of them don’t use any form of a sales script. Scripts are often perceived as a hassle to develop, but in reality, there are valuable benefits from using them.
Improves How you Sound
You clearly sound better when talking with prospects by using sales scripts. It’ll make you appear polished and prepared for your conversations and meetings.
A lot of people think that using a script makes you appear more amateur if you’re using a guide. The key is to use a script in a way which your prospect doesn’t realize you’re going through prepared statements and questions.
Improves the Impression that You Make
You’ll immediately improve the impression you make with prospects by improving the way you sound. This can be monumental when attempting to improve your results, particularly when applying this to cold calling.
Typically, you’ll only have a few minutes to work with which means you really need to make a great impression quickly and one key way to do that is by using a sales script.
You’re more likely to be better at building rapport when you improve the impression made on a sales prospect. When prospects perceive you as prepared and polished, they‘ll have more respect for you which makes them more comfortable speaking with you.
Rapport is critical because prospects buy from salespeople they like. Also, having rapport makes the prospect more responsive during the sales cycle which definitely impacts your results.
There are a number of different boxes you need to check during short conversations with prospects in being effective. You need to get their attention, qualify them, find pain they may be experiencing, build interest, have the ability to deal with objections, close the deal, etc.
It greatly improves your ability to check all the boxes by using a sales script. By improving your consistency with scripts, you’ll improve your overall effectiveness when speaking with prospects.
Improves Lead Generation
When adding up all the benefits we have discussed so far, it’s safe to conclude that using a sales script leads to immediate improvement in lead generation and sales results.
Using a sales script helps to decrease stress while cold calling and meeting with prospects which is a key benefit. Stress results from entering a situation unprepared with no knowledge of what to do and it increases when you face tough resistance and objections from prospects.
A sales script helps make you feel more prepared as well as leads to more confidence and less stress. When interacting with prospects that are being difficult, you’ll have the knowledge to deal with them which avoids stress that would’ve developed otherwise.
Launch Pad Solutions provides a sales script tool that helps sales pros to develop their sales script.
Thursday, February 28th, 2013
There are key things which can be done to make your sales pitch script powerful and strong.
Clearly communicating the value you’re offering is the initial thing which needs to be focused on with your sales script. The benefits which you deliver to your customers or clients and how you help them is value.
Technical, business, and personal are the three different levels in which value is broken down.
Technical value: How you help your clients at the smallest and basic level is technical value. Usually, this is at the level of systems, people, and processes. The technical value that you offer is when you help to make any of those areas work better.
Business value: Technical improvements which you make will work its way up to create benefits and improvements at the business level and these are improvements in the areas of revenue, costs, and customers.
Personal value: It often leads to improvements which impact your clients at a personal level when you help them to achieve technical and business improvements. Areas such compensation, career growth, and workload show this.
It is vital to include language which will help you in building interest in your sales pitch script.
Connect value with pain: Try displaying a connection between the pain the prospect is experiencing and the value that you offer. Include communicating how the value you are offering will help solve the prospect’s pain.
Communicate ROI: Communicate the ROI (return on investment) which other clients of yours have accomplished by investing in your products and services. You can make your sales script pitch more powerful by giving quantitative figures.
Communicate how you differ: Communicating how you differ from competitors as well as from the prospect’s other options is one of the best ways to build interest.
Outline threats from doing nothing: The option to do nothing and not make a purchase is always there for the prospect. It could help to communicate to the prospect what negative outcomes could happen if they choose to do nothing.
Share key company facts: Key company facts which are details about your company which are impressive as well as decent bragging points should have a place in your sales pitch script. Examples are years in business, market share, awards, client details, etc.
Client stories: There is nothing more powerful than telling a story about an existing or past client. You build credibility as well as build interest when you’re able to display how you helped another business.
The trial close is one small, yet important and powerful step which is often left out of a sales pitch script. Basically, this means checking in with the prospect to find out what their thoughts. Ask the prospect instead so you know where you stand and what direction you are heading instead of assuming when creating a sales pitch script.
Launch Pad Solutions provides a sales script tool to help with developing a sales pitch script.
Sunday, December 16th, 2012
The following are eleven great questions for sales people. At times, to be an effective salesperson, it’s not necessarily regarding knowing all the correct answers, but more about knowing the correct questions to ask.
6. What do you want to do next?
Commonly, sales people push prospects to move forward. Partly, this is trying to have the prospect do what the sales person would like to do next as far as meeting, looking at a demo, reviewing paperwork, etc.
Sometimes it is more powerful to ask the prospect what they would like to do next. You can suggest some directions in which to go, but checking in, obtaining the prospect’s opinion as well as making the forward direction initiate from them, is a healthy direction to go in regards to building relationships and creating good, quality leads.
7. When would you like to meet again?
Like the last question, asking the prospect when they want to meet again or in what pace they would like to move is a good direction to go.
A large majority of sales people will push prospects to meet and move as fast as possible which makes this question powerful. In retrospect, letting the prospect decide how quickly to move can be one of the questions for sales people that will have a positive impact.
8. Currently, how do you feel about your system/provider on a scale from 1 to 10?
Most likely, your prospect is already using something in your area. Whenever that’s the case, you want to find out how things are going with that. For example, are things great, are things OK, or could things be better? By finding this out you are helping with your efforts to create leads as well as qualify prospects.
It is not best to spend too much of your time with prospects that state they’re doing great because they might be tough to get to change. You want to be looking for those prospects that are just OK or could be better. This is one of the questions for sales people that will assist with that.
9. What is the decision making process?
You will always want to find out how much decision making power the prospect has as well as who is the ultimate decision maker. Sometimes, this can be a bit of a touchy subject to bring up, but by simply asking what the decision making process is and mapping it out will significantly help you in identifying where the authority lies.
10. Is there a budget approved for the purchase?
Identifying if the prospect has the budget to spend money is another key area to look at when qualifying prospects. Some questions for sales people which assist with this are to ask if there’s a budget that has been approved for the purchase in which the prospect is considering.
11. What is the range of your budget that you’re trying to stay within?
Finding out how much the prospect is looking to spend is another important area you want to look into. It can be tough, but one way to approach this is by being very direct and asking what the current budget range is that they’re trying to stay within.
Launch Pad Solutions provides a sales script tool that provides questions for sales people.
Friday, September 14th, 2012
It is critical to get to the ultimate decision maker in order to drive sales maximization. Identifying how much power the prospects you are speaking with have helps to get to the decision maker. It may seem like a touchy subject to speak of, but there are two simple ways to find out how much decision making capabilities your prospects have and the name of the ultimate decision maker.
1. Find out the Prospect’s Role
Typically, when speaking with prospects, you have no idea of their rank in the organization and are unsure if they’re the owner, a manager, or if they’re a frontline team member.
Directly asking the prospect if they are the ultimate decision maker may come off as too aggressive and make the prospect put their guard up. By assuming they are at a certain level, it could result in a waste of your valuable time talking to a prospect that has no decision making capabilities.
Simply asking the prospect their role in the organization is a way to establish clarity here and drive sales maximization. By asking the following question with the tonality of curiosity, will typically get the prospect conversation and give you some valuable organizational information.
“Oh I see. By the way, what is your role in the organization?”
If you are talking to the owner or a senior executive, they will not feel like you are about to start selling to them by asking that question. While speaking with someone that is at a lower level, this question will not make them feel self-conscious about their place in the organization.
2. Map out the Decision Making Process
Inquiring about the decision making process is another way to keep from directly asking them about their specific role in the organization. It can help you gather valuable organizational information and can help with sales maximization.
You are ultimately trying to uncover whether or not the person you are talking to can make the final decision on the approval of the purchase of your products and services. This is one way to phrase asking about the decision making process.
“Can you help me to understand what the decision making process is on your side?”
Then, you can work with the prospect to map out each step of the process which will tell you a lot about how much power the person you are talking to has as well as help to uncover who the ultimate decision maker may be.
You will want to go all the way to the point where the purchase or contract is signed when going through this. The prospect may give you the name of one person that is the decision maker, but that could be someone other than the person who actually signs off on the purchase. The reason why this is important information to uncover is the person who actually signs the agreement is also a key decision maker that we need to contact for sales maximization.
Launch Pad Solutions provides a sales script solution helping sales pros to achieve sales maximization.
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Wednesday, March 21st, 2012
Outbound sales can be challenging for many reasons. Each person we call and each conversation we have is unique and you never know what direction things are going to go. With that being what it is, one thing we can do to grow and improve is to embrace a concept of reflection after each call we make.
After a cold call ends, we can reflect on how the call went in an attempt to identify what happened and what could have done better. This is helpful due to the fact that many different scenarios tend to recur again and again. If we can consciously reflect on what happened on the previous call and identify what we could have done better, then we can improve our ability to handle similar scenarios that occur on future calls.
One area to focus our refection is in the area of objections as they are likely to occur on every cold call. Here are three steps to take while reflecting on objections
1. Reflect on the Objection
Reflect back during outbound sales on the objections the prospect had during the call. If there is one that brought the call to end, you should try to identify what exactly it was. Once you identify the objections, were those objections that you anticipated or were prepared for? If not, it may be good to start thinking about them and work toward being prepared for them next time they come up.
2. Reflect on the Response
Reflect on how you responded to the objections you faced and how the prospect responded to your objection responses. Assess if the there might have been responses that could have been delivered that might have kept the call going. .
3. Strategize Moving Forward
Strategize how best to handle objections on future calls. If we already had a responses scripted, this step may involve adjusting or tweaking our plan. If there are new objections encountered, this step could involve building responses for the new objections moving forward.
By stopping to look back after each call during outbound sales, we will can greatly increase our ability to be prepared for all of the different directions that calls go moving forward.
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Launch Pad Solutions provides sales coaching helping sales pros to improve outbound sales.
Author & Sales Trainer
Tuesday, March 13th, 2012
Identifying how to make outbound calls can often be challenging when working in a sales role. Below are six steps to help with improving in this area regardless and can help anyone regardless of skill level and experience.
1. Focus on your core value
To improve outbound sales, it is critical to clearly identify the core value that you have to offer the prospects you will be calling. Not only is this important as it should be ingrained in your cold call script and objections responses, but also having a clear awareness around the value that you have to offer can also improve your mental state while cold calling.
2. Identify the ideal prospect
You need to clearly identify what your ideal prospect looks like. What segment of the market that do you fit best with, we cannot and should not try to sell to everybody. By identifying what this segment looks like in terms of geography, size, industry, and contact title can help to create a laser focus for the prospects that you should spend your valuable time on when figuring out how to make outbound calls.
3. Identify differentiation
There is competition that you face on every deal. Even if there is no direct competition, you still compete against the prospect’s option to do nothing. Figuring out how you differ from the competition is critical when trying to figure out how to make outbound calls.
4. Develop a call script
You could just wing when performing outbound sales or you can develop some sort of cold call script or plan. This could be as detailed as a script that we read word for word or it could be something that is more of an outline with key points. Having a document that has your thoughts organized can greatly improve your probability for successful calls.
5. Prepare for objections
You will face objections on every cold call when the prospect will try to end the call. The better prepared you are to deal with these, the more success that you will have when improving our knowledge around how to make outbound calls.
6. Reflect back to improve moving forward
You can reflect back after a call ends to evaluate what took place to improve moving forward. You can look back at questions that could have been asked, look back at objections that the prospect delivered, and identify what could have been done better. Going through this routine after each call can greatly improve your success on future calls.
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Launch Pad Solutions provides cold call training helping individuals to figure out how to make outbound calls.
Thursday, February 2nd, 2012
One of the most challenging things to take on in life can sometimes be building your business. A tactic that can be employed to minimize this challenge and improve the probability of success is compartmentalizing your life.
There are many different hats that you have to wear when starting a business. You might be in charge of sales, HR, legal, operations, marketing, accounting, finance, etc. You also have a life to live and might have responsibilities in the family department as well as personal interests.
One way to deal with this heavy load is to break down the week into different compartments. From there, we can focus primarily in one area that we have responsibility over and minimize our thoughts and attention in the other areas during that time.
You likely will need to focus on sales everyday and all day when building your business. But even if you are always selling in some way or another, it can help to block out some time that is dedicated primarily to sales.
There might be recurring accounting needs that need to be taken care of when managing your business. One way to not only keep the books straight and clean, but to also decrease some stress that can be created by this area, is to set aside some time each week where everything else is shut down and the focus is put on the accounting work that needs to be completed.
Two effective marketing tactics for building your business might be search engine optimization and social media. While these two tactics can be highly effective, they can also be extremely time consuming. Setting time aside side specifically for blogging, improving the website, and ignite social media can help to make sure enough time gets spent in this area.
A personal compartment that is very important and helpful is to have one for physical fitness. Building a business can sometimes mean working everyday and sometimes all day. When this is the case, this can take a toll on both your mind and your body. To help with this, you can set time aside to turn everything off and focus on working on you and your body.
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Launch Pad Solutions provides sales coaching helping you to build your business.
Tuesday, December 27th, 2011
Securing telephone appointments is often the main goal when making cold calls and there are some clear things that we can do to improve our success rate in reaching this goal.
1. Communicate Value
Communicating the business value that we offer is sometimes one area where we can often improve. It is our natural instinct to introduce ourselves by telling the prospect about the company we work for and tell them about our products and all of the great things that they can do. We need to share these points with the prospect at some point, but the biggest thing that the prospect cares about is how we can help them from a business value standpoint. Being able to focus on the benefits that we deliver at the business level can help to schedule telephone appointments.
2. Uncover Pain
Being able to uncover pain is critical to creating leads and scheduling appointments. Pain that the customer is experience is essentially something that is not working well or something that could be working better. If we want the prospect to listen to what we have to say and possibly agree to an appointment, it is very important to identify pain as if there is no pain, there is no reason to make a change.
3. Build Interest
If we uncover pain, we can then move to try to build some interest on the prospect’s side. If we don’t build interest, it could be like trying to reel in a fish that has a hook in its mouth but the hook in not hooked on to anything. If we share some information that shows how we can resolve pain, how we help clients, how we are different than our competition, we may be to get the prospected hooked so when it is time to close for telephone appointments, they agree to keep moving forward.
4. Build Rapport
It is important to be aware that people buy from people they like. As a result, building rapport can greatly impact our ability to schedule telephone appointments and close deals. There are some very clear things that we can do with the prospect on a cold call to decrease their guard and take some steps toward establishing rapport.
5. Sales Role-Play
Cold calling is one of the most challenging sales activities that a sales person will do. Not only do you never really know exactly how a call is going to go, but there is also likely a lot of information that you will have to have fresh in your mind in terms of some sort of call script. One way to make cold calling easier and improve results is to practice anticipated scenarios and objections through some sort of sales role-play.
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Launch Pad Solutions helps sales pros to improve telephone appointments through cold call training.
Monday, December 26th, 2011
Sales rejection is a major part of cold calls as it is a likely outcome with every call that we make. Due to this, we can often dread picking up the phone regardless of our skills, knowledge, and years of experience. The main reason for this resistance is that it is very natural for us to extremely dislike the feeling of rejection.
A first place to look when explaining this is Maslow’s hierarchy of needs, which states that we have a level of needs called “Love and Belonging” and this level of needs is where we have a need to be accepted by others. This is a very important and basic need that we have and according to Maslow’s model, this is a need is so important that it is actually right behind or after physical safety and security.
Rejection causes us to take a fairly negative hit in that area of needs and this can cause us significant emotional and mental discomfort. That being what it is, there are some very clear things that we can do to improve our ability to deal with sales rejection.
1. It is Nothing Personal
It is helpful to keep in mind that when someone says “no” and rejects our cold call, they are rejecting the sale and not us as a person. This may sound silly to point out, but our first natural reaction to sales rejection on a cold call can often be to take the rejection personally in some way. It is nothing personal against us or anything about us personally as they likely do not know who we are or anything about us.
2. Not Everybody can be a Fit for Our Products
There really is no possible way that everybody that we try to sell to is going to be a qualified prospect. There are likely requirements or characteristics that make someone a good prospect and it is simply not likely that everybody that we reach will fit well. Due to this, we have to get some amount of rejection from most all of the prospects that we talk to that do not fit well with what we sell.
3. We are Still Accomplishing Something
When someone rejects us, it may feel like we are wasting our time. But even when someone says “no”, we are actually still accomplishing something as we can now take that person off of our list of people to call. Every “no” gets us one step closer to a “yes”.
4. There is no Physical Pain
We can sometimes look at the phone and dread picking it up and making calls due to the potential for sales rejection. But one thing to keep in mind is that there is not any physical pain that can result from cold call rejection. The worst thing that can happen is to get hung up on. And there is really no real impact on us when that happens.
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Launch Pad Solutions provides sales coaching helping sales pros to deal with sales rejection.