Most SDRs and BDRs I speak to immediately (without further questions) send their customers a full pitchdeck or detailed #videos about the product when a prospect doesn’t have time but would like to review the documentation later. the initial excitement quickly disappears when the prospect doesn't get back to you or is no longer available. If you feel the same way, try this cold call tip:
PROSPECT: “… I’m just really busy today. Can you send me your information in my email and I’ll get back to you.”
YOU: “Absolutely. Just so I can put together the best information for you, what exactly you are looking for in that?" (Pause and wait for his reply)
PROSPECT: “Well, I would like to get an overview of how your product can impact/solve X, Y and Z."
YOU: "Great {prospect name}. That makes more sense to me. Who do you use currently for {solution}?" (Pause again and wait for his reply)
This way you start your questions before the prospect notices that and it's much easier to guide him through your engagement stage. Most prospects will continue to provide useful information as long as you don't overdo it with the questions. towards the and of the conversation bring up the following question:
YOU: "Great. That was a good first call {prospect name}. That really gives me much better understanding of whats going on. Now. (Pause) What I can do for you is, I can send you detailed information how we can solve X, Y and Z challenges you brought up to me. (Pause) Let's suppose that you go through that information and you like what you see, what would be the next step to be at that point?"
Studies have shown that according to this "Benjamin Franklin Effect" method, around two thirds of all prospects react to further contact attempts, even if the answer is negative. But only if you do not overdo it with your prospecting, your documents relate exclusively to identified challenges and your email is personal.
We all know it only too well. You look forward to the booked video call and the prospect doesn't show up. Now you're sitting in front of the screen, and nothing happens. The important thing is now, not to lose your nerves. Don't start calling, texting, or emailing them already one minute if they're late. It is always possible that the prospect has not yet completed his previous meeting and will show up soon. If not, here my two suggestions:
Wait about maybe 5 to 6 minutes and then call or text the prospect. When the voice box comes on, leave a message.
YOU: Hey {customer name}, this is just {your name} (pause) it looks like you had scheduled a zoom meeting on the calendar for right now about looking at {problem} so that you could {solution}. I'm on the zoom link now I'll see you in a minute. Just wanted to leave you a message.
If you want to increase the urgency a bit, you can also choose the following, more direct approach.
YOU: Hey {customer name}, this is just {your name} (pause) it looks like you had scheduled a zoom meeting on the calendar for right now about looking at {problem} so that you could {solution}. I'm on the zoom link now just waiting for you I'll be here just for a minute or so.
It's important that your choice of words make the prospect feel like they want something from you, not you from them! Do that next time they missed the scheduled zoom appointment and you're going to get a lot more people that will actually text you back or call you back to get on zoom.
To disarm your #prospect and actually get them to open up to you, you should use reverse psychology. Let me give you an example: let's say you are in the beginning or the end of a conversation and the prospect says
PROSPECT: "Hey, that’s interesting but we already use a company for that. I don't really see why we should switch?"
Most salespeople automatically fall into the justification trap of trying to keep the customer on the phone for non-invented reasons. With sentences like:
YOU: "oh {customer name}, the reason why you should go with me/us is easy because of {reason 1} and {reason 2} and {reason 3}."
This will make you lose the customer's interest. Especially if you #promise that you can save the customer a lot of money. Nobody will believe you! You have to get your prospects to pull you in rather than trying to push them forward. Next time try the following hack:
PROSPECT: "Hey, that’s interesting but we already use a company for that. I don't really see why we should switch?"
YOU: "Well {customer name}, (pause) you know I’m not quite sure that you should yet. (pause) We we'd have to understand first a little bit more about what you're doing with {problem 1} and {problem 2} just to see if we can even help you in the first place. (pause) Maybe you're better off staying with who you already have are you with me on that?"
The instant you say “i'm not quite sure that you should yet” and “you might be better off staying with who you already have” causes them to let their resistance down and start to listen to you. They're not used to sales people doing that, admitting that you might not be able to help. Statistics have shown that 6 times more customers are now willing to answer further questions and not end the conversation immediately.
Surely you know the situation. Your prospecting goes well, you sent documents and the follow-up meeting looks promising to you but then the bomb explodes with the following sentence:
PROSPECT: “Thanks {your name} That sounds really good and exciting, but we decided to use another vendor for {problem}”.
You: “Thanks {prospect name} that’s not a problem. Uhm (pause) Can I ask you something?
Prospect: “Yeah, sure. What do you got?”
You: “How can I - (little pause) How can I communicate to you guys (pause with a small sigh) that you might be making the wrong decision without you getting upset at me?”
Prospect: “Well, I wouldn’t get upset with you. What do you have in your mind”?
That’s your spot. Now you have your one chance to explain to the prospect whatever you think is important.
Important remark: You asked the prospect for permission, which increases the prospect's attention significantly. Use only one argument. This argument must be relevant to the customer needs and you have to be sure of it because if the customer jumps on it, you have to back it up with facts. And please - forget all the arguments about saving resources or saving money. That never works!
You write follow ups to your prospect and he just doesn't react. That's frustrating, but in most cases, there are 2 reasons why. Either the customer really doesn't want to or you use the wrong words such as:
PROSPECT: Hey Jim, I'm just following up about our call last week. Do you have any more questions? We'd really love to partner with you. Please e-mail me back.
That’s just bad! You're just reeking of #desperation when you e-mail your prospects like this. you need to be more matter of fact and you need to raise your status in the prospects brain and become more detached. Next time try the following wording:
YOU: Hey Jim, I tried to reach you a few times, but didn't hear back….. (you always should use about five dots). Where should we go from here?
That's it. No fluffy e-mail. No nice. Don't be mean but you're more matter of fact. We can assure you that you're going to notice about a 200% more return on your emails. Try it out!
Opinions differ as to whether you should leave a voice messages or not and it is a personal decision, but numerous studies have shown that leaving a professional voice message has a major impact on prospects. I typically call a lead once per day and I leave a message. I would not call two or even three times a day without leaving messages like most sales agents. Here is an example that works very well:
YOU: Hey {customer name}, (pause) this is just {your name} with {your company} it looks like you had responded to one of our ads on Facebook about 30 minutes ago, looking for {content of the ads / problem to solve}. I just had time to get back to you to see if we could help. I'll be available here for a little bit today. My number is 123 456 789.
Almost more important than the content of the voice messages is your voice and emotion you must convey. Speak slowly, calmly, and positively. Whoever speaks too fast has already lost. The prospect needs to like your voice and understand that you're there to help them, rather than trying to sell something.
To make your intention even more effective, I would not send an email after my voice message at the first contact attempt. That's too pushy. If the prospect doesn't answer, call him again the following day and send an email if you can't reach him.
Imagine you do cold calling or follow up calls. You are super prepared, full of energy and the prospect says early in the conversation can you just call me back? I cannot talk right now. This is very frustrating because we always assume that the customer is just blocking us out. And that's true. That's exactly what what they do. Here's why:
PROSPECT: “Can you call me back later? I'm just too busy right now.”
YOU: “Okay, no problem. I can call you back tomorrow afternoon. is this a good time for you?”
Don’t do that! Don't chase them! It makes you look bad like you're just trying to sell them something. It also makes you weak because you show them that you need the customer more than the customer needs you. Instead of you telling them that you can get back to them sometime later you should say this:
PROSPECT: “Can you call me back later? I'm just too busy right now.”
YOU: “Yeah {customer name} not a problem. (pause) What I can do is give you my number and you're welcome to call me back in a little bit to see if I’d be available for you. My number is {your phone number}. Would that help you?”
This way you position yourself as an authority and that you're busy with other clients. You create the impression that you don't need them so badly and they're going to start to view you more of the expert whose time is valuable rather than just another sales person trying to sell them something. It may continue like this:
PROSPECT: “Ok, I guess can get back to you sometime later in the week possibly.”
YOU: “Well {customer name} you can try but I’m not sure if I’d be available for you then. (pause) Here is a better way. Let me send you make calendar link and you can book a specific time with me so you don't have to chase me down and vice versa. Would that help you?”
This positions you once again as a trusted authority. An expert whose time is valuable rather than just another salesperson who's trying to run them down. Studies show that this method is 5 times more successful than calling the customer again and again!
It may not be in your best interest to answer a counterpart’s #question if you do not have enough #information to make an educated or appropriate #response. In those situations, Deflecting an Answer with a Great Question is appropriate.d I leave a message. I would not call two or even three times a day without leaving messages like most sales agents.Here is an example that works very well:
PROSPECT: “If I could get this model in blue, your favorite color, would you be willing to purchase the unit today?”
YOU: “How long would it take you to locate a blue model and have it delivered?”
You have not made a commitment, and at the same time you have asked a great question, which could yield information important to your purchasing decision. When negotiating to buy something, you can almost always make more gains before committing to buy than afterward.
How do you answer when the prospect asks you “How are you doing”? It's absolutely ok to say "I am doing good" but at the same time there is a big problem with this statement. Not only do you sound like all the other sales people, you also activate the well-known "sales aversion" in the customer. All prospects are used to everybody saying:
SALES PERSON: “I am doing really awesome. Very busy but that's my job”.
or
SALES PERSON: “I am doing great. Drinking lots of coffee, working hard… you know”?
If you want to #convince your customer that you are different, you should give them a #creative and #unique answer, like:
YOU: “Thanks {name of prospect}. (pause) Just hanging out, being the boring guy. Trying to stay out of trouble. What’s about you? (Pause and wait for the reaction)
Why should you do this? Because your prospects are not used to that and they will be absolutely #surprised and react like:
PROSPECT: “oh, ha ha (pause) I am sure you are not getting in trouble.…. .
With such a reaction, you disarm your prospect in a charming way, who doesn't understand what's happening right now. It lets them forget their sales aversion for a moment and be more open to the conversation. But it is important that you pay attention to the correct tone and pronunciation. It works best if you sound a bit sarcastic, with a smile in your voice.
Overall Rule - I avoid talking in first person! (i.e. I)
The prospects or customers doesn't care about you, they care about themselves. Talk about their pain points or their results they achieve with your help instead of what you (i.e. I) can do for them.
Number 2 - Avoid the word “They”
Secondly, don't talk about “they“. The word “they“ suggest distance and that you're isolating yourself from somebody else. For example, if you're talking about a competitor, say “one of our competitors“, don't say “they“. Same goes for customers or clients.
Number 3 - Avoid the word “Honest” or “Honestly”
This word activates a big red flag and the customer understands exactly the opposite. That you might not be honest and a liar. That goes for everything you're going to say, as well as everything you said before.
Number 4 - Avoid the phrase “Trust me”
Just like honestly or honest, you should never tell them to trust you. Trust is something you build. If you suggest that they have to trust you, the exact opposite happens. It is the same red flag as in the previous point.
Number 5 - Avoid the word “Cheap”
I never use that word cheap. Sentences like “We're cheap“, “We're the cheapest out there“ . “We're cheaper than the competition“ just triggers sales resistance and purchase aversion. Nobody wants to buy anything that's cheap because cheap is always associated with poor quality. Use instead “we have good value for money”, “our customers like our pricing” or “our pricing is competitive and of the best in the market“.
Number 6 - Avoid the phrase “Low Cost”
It's basically the same as with the word cheap. In addition, most people have traveled at least once with a so called "low-cost airline". they know that the "small price" is only calculated for the basic transportation and all additional services have to be paid extra, so that the total price is not much lower than with other airlines.
Number 7 - Avoid the word “New”
“New“ is a word that I avoid in sales conversations. If you are offering new services, customers can be scared to use your product or service because anything new suggests it is unproven. Most prospects or customers are not sure if they want to invest in something which is unproven. It's better to use phrases like "product expansion", "product update" or " product innovations” that our customers have asking for".
Number 8 - Avoid the word “Obviously”
It's a word most people say without really thinking about it. It is much easier to identify a problem and its logic solution (which is obvious then) if you can look at the problem unemotionally and from an external position. Your customers cannot do this because they are sitting in the middle of the problem. If you now present “obvious” solutions, the customer only hears "I'm stupid" because someone outside recognizes it and he does not. It is best to delete the word completely from your vocabulary.
Number 9 - Avoid the word “Maybe”
Most prospects or customers don't like the word “maybe“ because it's too vague. Most salespeople use the word to increase interest and curiosity before making a commitment. But customers want a quick commitment. They want action. They want a positive direction forward. By using the word „maybe“ they're thinking, “well, is it a yes or a no”? and a vague answer is just as bad as a “no” for a person who is looking for a solution.
Number 10 - Avoid the word “No”
Don't use the word “No”, under no circumstances. Since our earliest childhood we have associated purely negative feelings with the word. In addition, the word stands for a final decision with no chance of further negotiations. Instead of saying ”no“, repeat back the question you heard to make sure it's correct. This gives you time to think about a good response. You can offer instead an alternative pricing, additional services or the promise to take this back to speak with my boss and see what he can come up with.
Number 11 - Avoid the word “Sorry”
It's a word most people say without really thinking about it. We automatically apologize when we make a mistake, an error or when someone correct us on something. Which makes a lot of sense when we are maybe speaking with our significant other or our children, but a “sorry“ has no place in a meeting or customer conversation. There's nothing to be sorry about if you made a mistake or missed something. You could say something instead, like, “…you raise a good point“ or, “oh, I missed that“, but the word “sorry“, puts you in a position where you are inferior and not a equal partners trying to come up with a solution together. At least I the eye of your prospect.
Number 12 - Avoid the phrase “It’s easy” or “that’s easy”
Now this one's a little bit tricky but you should try to avoid this phrase as much as possible. Most sales professionals will say that part of the value of their product or service is that ”it is easy to use”. That's great but what might be easy to you might not be easy to somebody else. You lose all your credibility if you talk about how easy your solution is, the customer takes a look at it start asking questions because it's just not as easy as you said it is. It's better to use phrases like " user friendly", "trendy" or " innovative handling”.
Let’s say that the #offer you received is not what you expected. In order to get your #counterpart to make you a better one, you need to decline the first offer. But what is the best way to get what you want?
Try the Henry Kissinger Method. The idea behind his method is very simple. When someone makes you an offer you think could be improved, you simply respond after a small pause:
YOU: “Thanks. That’s Not Good Enough.”
Then pause again and let your counterpart make the next step. Most #negotiators will fall into the emotional trap of losing the deal if they don't fix it. It is important thing that you use as few words as possible, pay attention to pauses and never give a reason why it is not enough.
An excellent example: Henry Kissinger, Secretary of State under Richard Nixon, was a master at this tactic. According to one story, his chief of staff once handed in a report he had written on an aspect of foreign policy. When Kissinger received the report, he asked simply, “Is this your best work?” The chief thought for a moment and, worried that his boss would think the report was not good enough, responded, “Mr. Kissinger, I think I can do better.” So Kissinger gave the report back. Two weeks later the chief turned in the revised report. Kissinger kept it for a week and then sent it back with a note that said, “Are you sure this is your best work?” Realizing that something must have been missing, the chief once again rewrote the report. This time when he handed the report to his boss, he said “Mr. Kissinger, this is my best work.” Hearing that, Kissinger replied, “Then this time I will read your report.”
Do you use unnecessarily complex language in professional conversation or meetings? Most people who are using smart words or extended smart sentences try appear more sophisticated or intelligent and often use sentences like:
SALES PERSON: “Let us utilize the data insights and synergize with the corresponding team prior to articulating future action”.
According to research it does the opposite! It makes you appear far less intelligent and overall, much less interesting to listen too. But not only that, you alienate whoever you are speaking with. To be more interesting to people, use phrases like:
SALES PERSON: “Let’s study the data with the other teams and decide next steps”.
You might have noticed; highly charismatic people speak in a way that’s easy to understand. It’s relatable. It’s simple. Sure, they might use certain technical language or industrial lingo in context and with the right people so long as it doesn’t distract from their communication.
Making it harder for people to understand you, just to sound smart, backfires. And if you're wondering now what to do if your negotiating partner uses smart words or extended smart sentences - that’s easy too.
Your negotiating is covering up his insecurity or his low self-confidence! Stick to your plan of using simple, relatable, and easy-to-understand sentences. That shows self-confidence and you will quickly notice in his language when he is becoming more confident. Right there when he starts copying you.
How often do you use the word ‘but’? How many times have used ‘but’ during your prospecting or sales pitch? Phrases like:
SALES PERSON: “That’s really great (pause) but first we need to…”.
If so, you should stop doing this immediately. The Problem with this 3-letter-word is that it is inherently negative and it negates whatever precedes it. When you use the word ‘but’ you unintentionally block the free flow of ideas and invalidate the person. This can lead to defensiveness and undermines your relationship. In your next conversations, try replacing the word ‘but’ with the word ‘and’.
1. Example: “That’s a great idea but we don’t have time for it now…” is bad, better use “That’s a great idea and let’s see if we have time for it in future”.
2. Example: “You were great in that meeting but you need to improve…." is bad, better use “You You were great in that meeting and here is some suggestions for your improvement.
The principle of swapping but for and was founded in improvisational comedy and it is such a simple collaborative communication technique that can completely transform your relationships.
How do you react when your prospect asks you, how much experience does your company have?
PROSPECT: “How much experience does your company have in this space"?
Most sale professionals don't care why the decision makers are asking this and immediately jump in like:
SALES PERSON: "Great question {name of prospect}. We got tons of experience. Last year we ranked the biggest company in the space. In fact, we helped like {number of companies} such as {name some competitors} …"
They go on and on for 35-50 seconds of how great they are and later they're surprised when the prospect turns them down after all. This is for a very good reason. These sales professionals don't understand why the prospect is asking and just talk about themselves. Next time you are asked this very important question, use the following hack:
PROSPECT: “How much experience does your company have in this space, {your name}?
YOU: Well {customer name} (pause), our clients would say we have a lot of experience in {field}. (pause) And you must have asked me that for a really important reason. Can you elaborate?
or
YOU: Well {customer name} (pause), our clients would say we have a lot of experience in {field}. Now, (pause) did you ask me that for a reason just so I have a better understanding.
Now the prospect will tell you what is most important to them (about their potential partner). That way you know how to wrap your answer into the best fit for what they are asking. Just make sure you ask that question before you tell them all about you.
You've had a pretty good discovery session and understood what their challenges are. You've aligned your product or service with their needs. Now it's time to give them a quote and they react like:
PROSPECT: "Ohh, this is too expensive. We can't afford to spend this kind of money right now"
What is a slap in the face for many sales people is a positive buying impulse for me. We need to understand that the objection is a value because it shows us that the prospect agreed to our product but does not see the value in what we've suggested for that price.
What we need to do now? To find out, where is this value gap that the prospect perceives and revisit what their understanding of getting for the price. You can use phrases like:
Sales Pro: "{Prospect name} (pause), can I ask you a question to understand it a little better"?
or
Sales Pro: "You said the price is too high. I'm wondering (pause) for this price that you see in the quote, what do you understand you're getting, (pause) because I think (pause) maybe I might have missed something?
In my question I'm putting the blame on me and give the customer the opportunity to explain his point of view. Since he answers the question honestly, he will be open to further discussion.
You can't drive your car looking in the rear-view or side mirror. If you keep looking in the rear-view or side mirror you going to keep crashing your car. It is impossible!
There's a reason why the rear-view and side mirrors are very small and the windshield is this that big. To focus on what is in front of you because all the rear-view or side mirrors do is to allows you to see what you've passed and to prevent what you've passed from coming up on you again. That's all the rear-view or side mirrors are for.
Always remember, the windshield is your present and your future. It is where you going. It is where you live. Just look back to remember what you left behind and don't let it catch up with you again!
How happy are you in your relationship? Have you found your soul mate? Let's do a quick test together. Here are four basic habits that the happiest couples have learned to do regularly with each other. See if you're practicing these habits in your most important relationship.
First: The happiest couples show gratitude to each other daily. They say thank you for the little things and they don't pass a moment to point out something positive to their partner.
Second: The happiest couples stay in the moment with their partner. They put down their phones. They pay attention to the little details, and they know how to put their partners first. They don't let the distractions of life take away from their most important moments together.
Third: Happy couples accomplish goals together they find meaningful projects and activities that they can do together, and they intentionally put each other and the opportunity to grow together as their first priority.
Fourth: The happiest couples play serving their partner and others above themselves. They do not keep score about who does more, and they seek out opportunities each day to serve their partner in unique and distinct.
How many yeses did you give yourself? More than two? Great. Here's another challenge for you: Replace the word "happy" with "successful" and "couples" with "leaders" and run the test again. How many yeses will you get now?
The bottom line: Your co-workers deserve that you work as hard on the relationship as you do with your soul mate. This is the only way you form a real team and a real unit at work that successfully overcomes all challenges and difficulties. Think about it!
How do you deal with your failures? Most people are very negatively influenced by it. Here's another point of view. When you are learning to walk you fell over… a lot. But you got back up, tried again and never gave up. Failure is part of the journey of growth. Both when learning to walk and throughout our lives. So, we need to change how we define it. Here an are simple ways to change your perspective on failure so you can embrace it as a learning.
First: Instead of only tracking success, track the effort applied. Even. If it didn’t work out. Make the process meaningful and celebrate your discipline.
Second: When you next fail, immediately record answers to these 2 questions: a) What did the experience teach you? And b) How will it shape your decision making, your thinking and your action going forward?
Third: Don’t suffer in silence. Share your experience. You’ll find that others likely have similar experience. This way you can learn how they worked through their challenges and emulate that in the own life.