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Joe Ingram is a sales genius who uses an intellectual approach to sales. Joe realized that phone conversations play an integral part in the process and many people are missing this key point by looking at the training cycle and sales industry.
The average individual in the U.S. touches their cellphones 2,500 times a day. It’s very observable when you walk into Starbucks. Nobody would even notice you walked in because they’re looking at their phones. We are continuously on the phone.
While using emailhttps://thesalesevangelist.com/episode866/ is a good way to communicate, the product is only perceived as great up to a certain price. Sending out a well-written email is a good marketing strategy but there’s a big difference in sending emails and talking to somebody over the phone to get the call to action to take place. If the price goes over a hundred dollars, then you need to make a phone call. The way you present yourself and your company, during the phone conversation, will determine if the potential client is going to purchase the product.
Communication has several elements. As a speaker, you need to be able to perform all of them to accurately get your message across.
55% of communication comes from body language. The person you’re talking to is watching the way you move during the conversation. For example, when we were at school, we observed how our teachers moved, paid attention to the things they pointed out, and more. All these signals conveyed to us what they felt, what they meant, and what they were trying to teach us.
38% of communication comes from tone and inflection. You can say the same thing but use different tones to convey a whole different meaning. Tone and inflection tell your client what to pay attention to.
7% of communication is based on the actual words we use in a face-to-face conversation. In a phone conversation, you lose 55% of your ability to communicate because your client can’t see your body language. Because there are many disconnects over the phone, salespeople tend to veer away from calls as a channel to making a sale. Without body language in phone conversations, you’re left with 80% tone and inflection and 20% words. Based on that percentage, it would be easy for a phone conversation to go badly if the right tone and choice of words aren’t being expressed well.
As a salesperson, you can’t sound like a customer service provider.
Many cell phone providers don’t sound excited over the phone because they’re not trying to make a sale. They are talking to you because you need something from them, and regardless of their performance, they know you will not drop the conversation.
You will tolerate a mediocre to poor performance to accomplish your goals. There’s no selling involved. However, it’s different when you tell them you’re canceling your subscription. You immediately get transferred to someone on their sales team and suddenly, the conversation takes a turn. Their goal is to make you feel better and they want you to feel good enough to stay.
Joe sees this in a lot of companies. They teach their sales department to treat everyone like customers, even though people who are still prospects need to be approached differently.
Building a working sales relationship takes time. The easiest way to start is by phone as it allows you to hear and understand each other. Joe has worked with companies who are able to make sales using phone calls.
When Joe was working as a manager in Chrysler Dodge Jeep, he had an employee named Jay. He spoke four languages and it was difficult to understand what he was saying. Jay was able to sell 20-25 cars each month while maintaining great customer satisfaction and profitability, all because of his body language. He made sure that potential clients felt safe during the sale. His clients watched his mouth when he spoke because it helped them to understand him better. Joe knew his customers needed this visual cue so he didn’t talk over the phone but preferred to conduct a sales transaction in person. because then the customers won’t be able to look and see what he’s trying to say.
Joe teaches people how to use better words when talking to prospects.
Our subconscious mind cannot process the negative part of what we’re saying. When we’re told, “Don’t think of a kitten,” our mind zeroes in on the kitten, the opposite of what we’re told. The same thing is true when we tell our clients, “No problem.” Their subconscious mind picks up on “problem” and you want to avoid that.
A simple strategy is to replace “No problem” with more positive language. For example, “my pleasure,” “certainly,” and others. Create a positive mental picture in their heads. Couple your words with great tone and inflection to deliver a good message.
When a company calls and inquires about your business, don’t think of it as someone trying to buy a product. Instead, think of it as someone who is calling with a list of companies in mind and they’re trying to see if yours is the best. If they talk to you and you aren’t using the right words or tone – don’t expect your company to be considered.
If I can’t get your prospects to have a face-to-face conversation, your next best option is a phone conversation that allows you to build rapport
Texts and emails are the segues to get you to an actual phone conversation. If you can sell and close a deal over the phone, then great. If you can’t, your goal is to set a face-to-face appointment.
You need to consider your speed when talking over the phone as well. Speak based on how the person on the other line is speaking. Be slow in speaking when you’re talking to somebody who speaks slowly. Adapt to the person you’re talking so you can deliver your message in a way they can understand. Listen to their words and use them when you respond. If they are looking for significant discounts, then use the exact terms when it’s your time to talk.
This is how you show empathy in your conversation. You abandon the phrases or words you’d like to say for those the other person wants to hear. As a salesperson, the way to successfully sell over the phone is to be who your client needs you to be.
You’ll find many of the same skills you use in a closing face-to-face can be used on the phone.
“Three Ways To Make You More Successful Selling Over The Phone” episode resources
Reach out to Joe Ingram via his phone number (+562 548 526). You can also check his website, ingraminteractive.com.
This episode is brought to you in part by TSE Certified Sales Training Program. It’s a course designed to help new and struggling sellers to master the fundamentals of sales and close more deals. Sign up now and get the first two modules for free! You can also call us at (561) 570-5077.
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Donald is the host of the popular sales podcast,"The Sales Evangelist". He is the founder of The Sales Evangelist Consulting Firm where he helps small companies develop killer sales process to scale their business and increase growth. Donald is also an award-winning speaker, sales trainer, and coach. He's a big fan of traveling, South Florida staycations and high-quality family time. Donald has a belief that “anyone” can sell if they have the desire and receives the proper training.