In many ways, a succeed up call to a expectation is more spirited than a cold call. Typically, it’s the succeed up call that surely gets the sales cycling rolling. It is here where value truly begins to manifest itself. It is here where substantive information is gathered; and it is here where the association begins to establish itself.
So that’s why it is surely vital to have a superb succeed up strategies and tactics so that you can make the most of the moment. Here are eight tips to development a perfect succeed up call.
Tip #1: Get commitment for the succeed up.
Perhaps the singular biggest mistake reps make is not establishing a specific date and time for the succeed up call at the end of their initial call. Vague commitments from the prospects (“call me next week”) or the sales rep (“I will send the proposal and succeed up in a join of days”) succeed in missed calls, voice mail messages and ultimately a longer sales cycle. All you need to do is simply ask for a succeed up date and time. For instance:
“I’ll be glad to write up the proposal (quote, whatever) and e-mail it to you. And what I would like to advise is that we set up Tuesday, the 16th, at say, 8:45 to reveal it in information and conclude the next steps if any. How does that sound?”
If this is not a good time, advise another time. If that doesn’t work, get them to establish a time and date. Creating a deadline is a simple but extremely great tactic. Use it.
Tip #2: Build equity and be remembered
Here’s another huge tip. After every call to a first time prospect, send a thank you card. Hand write a message on small thank you card that simply says, “John, thank you for taking the time speaking with me today. I look forward to chatting with you additional on the 16th! Kind regards…” No more, no less.
In today’s fast paced world, a hand written card tells the client that you took the time and the attempt to do something a wee different. At some level this registers in the client’s mind and creates a degree of “equity” in you. It differentiates you and it gets remembered. And it gives the client a imagine to be there when you make you succeed up call.
If you don’t think a card will get there in time, send an e-mail with the same note. Just be aware that an e-mail does not have nearly the same impact as a handwritten note.
Tip #3: E-mail a reminder and an agenda.
The day before your succeed up call, send an e-mail to your expectation to remind them of your appointment. In the branch line enter the word: “Telephone appointment for August16th and narrative of interest.” Note that the branch line acts as a reminder but it is vague adequate that the expectation will probably open it. There is a hint that maybe the date and time has changed.
Your e-mail should confirm the date and time of the appointment and then briefly list your agenda:
“John, the call should only take 10 minutes. We’ll reveal the proposal and I’ll reply any questions. And then we’ll conclude the next steps, if any.”
Notice how the words echo the words that were used when the succeed up was initially set. In particular, notice the trigger phrase “…the next steps, if any.” The “if any” will help sacrifice some of the ‘stress’ or concern a first time expectation might have. Often they skip out on the succeed up call because they are worried that they’ll have to make a commitment. This is natural and okay. If the expectation senses an easy, informal, no pressure type of phone call, he is more likely to show up on time for that call.
Tip #4: Add value in a Ps.
Notice in the branch line there is a reference to an article. At the end of your e-mail add a P.S. That says,
“John, in the meantime, here’s an narrative I conception you might enjoy regarding…”
The narrative may be about your industry, the market, a product or good yet, something non-business associated that you had discussed in your initial call. This creates ample value even it the client does not open it. Why? Because you took the time to do something extra. This helps get you remembered and gives the client yet another imagine to take your succeed up call.
Of course, this means you have to do some homework. Start seeing on the web for articles of interest and value relative to your market, manufactures etc. Keep a file of these articles because they can be used over and over again.
Tip #5: Call on time
Don’t start your association on the wrong foot. Call on time. Never, ever be late with your succeed up call. Not even by a minute. The promptness and respect you show on a succeed up call reflects on you, your business and your products.
Tip #6: Avoid opening statement blunders that most sales reps make
Here is where so many tele-sales reps stumble and fall. Here some of the excellent succeed up opening statements blunders:
· “I was calling to succeed up on the proposal.”
· “I am calling to see if you had any questions.’
· “I just wanted to make sure you got my e-mail.”
· “The imagine for my succeed up was to see if you had come to decision.”
It is not that these opening statements are poor but rather it’s that they’re disposition and coarse place. They do nothing to position you or differentiate you. What this surely means is that you are perceived as yet another run of the mill vendor seeing for a sale. You need a wee more pizazz.
Tip #7: Build a succeed up opening statement that gets straight through the clutter.
There are 4 simple steps to creating that pizazz. First, introduce yourself using your full name. Second, give your business name. Okay, so far it’s pretty certain but Step #3 is where you differentiate yourself.
Remind the client why you are calling; remind your client what prompted the succeed up call in the first place. This means going back to your initial cold call and reminding the client of the “pain” or the “gain” that was discussed or hinted at in your former call. For instance,
“Monica, this is Michael Burton calling from Tjs Training. Monica, when we spoke last week you had two concerns. First, you indicated that you were implicated about having your current on line training schedule renewed automatically before you had a opening to reveal it in detail, and second, that there were some modules whose content was questionable.”
Michael reminds Monica why she agreed to this call. He does this because he knows that clients are busy; that they forget; that the urgency of last week may not seem so urgent this week. So he scratches at the scab. Remind your client of the irritation and the move on to Step #4, the agenda:
What I would like to advise at this stage is two things. First, we reveal those modules that have you so concerned, and second, we’ll take a closer look at the current contract. Then we’ll conclude the next steps, if applicable. How does that sound?
Clients like a clear, brief agenda. They want a vendor who is organized and doesn’t waste their time. They want someone to takes control and move the call forward. This gives them confidence.
Finally, notice how the rep repeats a theme that he established in the first call and in his succeed up e-mail. He indicates that they will “determine the next steps if applicable.” It’s a nice touch and reduces client resistance.
Tip # 8: Be persistent, be polite, and be professional but not a pest
If you succeed this formula, about 70% of the time the client is there. But, that leaves 30% who are not for one imagine or another. If the expectation is not there, leave a message so that he knows You called on time. Say,
“Hi ______, it’s ____ from ________ calling for our 8:45 appointment. Sounds like you might be tied up for a few moments. I’ll call in 10 minutes if I haven’t heard from you. In the meantime, my estimate is ______”
Next, call in 10 minutes. Exactly. If the expectation is still not there leave another message:
“Hi ________, it’s ___ from ___, following up on our 8:45 appointment. Looks like you’re still tied up. Please give me a call when you’re free at —– —–, otherwise I will call you later this morning or early this afternoon.”
So far you’ve been persistent without being a pest. Now, give the expectation a opening to call. A good rule of thumb is a half a day. Four hours is plenty of time and space for the expectation to call you and more importantly, it doesn’t make you look desperate or annoying. Here’s what you can say,
“______, it’s _____ from ________I called a join of times today but as of yet we have not been able to connect. When we last spoke you where implicated about the ageement expiry date and the content of some of the modules. I ‘m sure you don’t want that date to come and go…So, my estimate is _______.”
Notice how the rep reminds the client of the call but does not make her feel guilty or embarrassed by using the phrase “… But as of yet we have not been able to connect.” Also notice that the rep reminds the client about their early talks and the “pain” the expectation was experiencing. In effect, he wants Phyllis to think, “Oh… Ya…that ageement is nagging me…I good get back to him.”
If that doesn’t work make four more succeed up calls but space them three business days apart. This shows persistence but the calls are spread far adequate apart that the client doesn’t fell like she’s being stalked. If there’s no response by then, you probably won’t get one but at least you took a good stab at it.
Having solid succeed up strategies and tactics will separate you from the dozens of other sales reps who calls the same prospects as you. This gives you a distinctive edge. Make the most of your succeed up calls and watch your sales grow.
8 Steps to a exquisite corollary Up Call