"Jesus!" – The Sales Call That Made Us Cringe

Right, let's get one thing straight. Sales calls can be a bit awkward, can't they? A bit like that first date where you spill your drink and accidentally call your date by your ex's name. But unlike dating disasters, sales call blunders can actually cost you money.

We recently stumbled across a sales call recording from one of our clients (names have been changed to protect the innocent, and the slightly unprofessional). Let's just say, it wasn't exactly a masterclass in salesmanship. Have a listen (or rather, a read):

(Cue dramatic reenactment music)

Salesperson: Hello, is this Ms. X?

Ms. X: Yes.

Salesperson: Hi, this is [Name] from [Business]. You enquired about a new boiler.

Ms. X: Yes.?

Salesperson: Right, 2 seconds… hm, hold on… you filled in the enquiry form, what is it that you are particularly interested in?

Ms. X: We want a new boiler.

Salesperson: What boiler do you have currently - system, combi?

Ms. X: It is a combi boiler.

Salesperson: On your enquiry, did you fill out your address and everything?

Salesperson: Yes, it is 45 [Street Name].?

Salesperson: Okay, I am trying to log into the system now, sorry. When are you available for us to come around and give you a quote?

Ms. X: Anytime.

Salesperson: Anytime, great, what is your address?

Ms. X: 45 [Street Name].

Salesperson: And the postal code?

Ms. X: It is [Postal Code] (we can hear "jesus" in the background)

Salesperson: Right, so what I will do when I get back to the office is I will look into the available dates. Is there any time that suits you?

Ms. X: No, not really.

Salesperson: Right, so I will check the available times and book you in.

Ms. X: Alright, I look forward to hearing from you.

(End scene)

Now, we're not here to throw shade (okay, maybe a little bit). But this call is a goldmine of what not to do. From repeating questions to a distinct lack of preparation, it's a symphony of sales call faux pas.

So, how can you avoid making similar mistakes and ensure your sales calls are smoother than a freshly plastered wall? Let's dive in!

1. ?? Be Prepared: Know Your Customer (and Their Postcode!)

Imagine turning up to a plumbing job with a gardener's trowel. That's essentially what our salesperson did by not having the customer's information readily available.

Top Tip: Before you even think about dialling, gather all the essential details:

• Customer's name and contact information: Seems obvious, but you'd be surprised...
• Service requested: What exactly are they looking for? A new boiler? A leaky tap fix?
• Any previous interactions: Have they contacted you before? What was discussed?
• Relevant notes: Anything specific about their needs or preferences?

A good CRM system can be your best friend here. It keeps all your customer information organised and accessible, so you can avoid those awkward "erm, can you remind me of your address?" moments.

2. ?? Listen More Than You Talk (Yes, Really!)

Nobody likes a chatterbox, especially when they're trying to explain a problem. Remember, the goal is to understand your customer's needs, not to deliver a monologue about your company's history since 1888.

Top Tip: Ask open-ended questions and then actually listen to the answers. Try these:

• "What are your biggest concerns about your current [boiler/ plumbing/ electrics]?"
• "What are you hoping to achieve with this project?"
• "What's your timeframe for getting this sorted?"

And don't forget the power of a well-placed pause. Give the customer time to think and respond. Silence isn't always awkward; sometimes, it's golden.

3. ?? Don't Be a Robot: Inject Some Personality!

Would you trust a plumber who sounded like they were reading from a phone book? Probably not. People buy from people, so let your personality shine through.

Top Tip: Use a script as a guideline, but don't be afraid to deviate. Be conversational, use humour (appropriately!), and build rapport. A genuine connection goes a long way.

4. ? Focus on Value, Not Just Price

While being competitive is important, don't make price your sole selling point. You're not selling cheap widgets; you're offering a valuable service.

Top Tip: Highlight your unique selling propositions:

• Experience and expertise: "We've been serving the local community for over 20 years."
• Quality workmanship: "We use only the highest quality materials and guarantee our work."
• Excellent customer service: "We're known for our reliability and prompt service."
• Positive reviews: "Check out what our happy customers are saying on Google."

5. ?? Ditch the Jargon: Keep it Simple

Unless you're talking to a fellow tradesperson, avoid technical jargon like the plague. Your customers don't need a lecture on the intricacies of "latent heat" or "venturi effect."

Top Tip: Use clear, concise language that everyone can understand. If you must use a technical term, explain it in plain English.

6. ???? Follow Up Like a Pro

Don't leave your potential customers hanging. A timely follow-up shows you're keen and keeps you top of mind.

Top Tip:

• Send a follow-up email or message within 24-48 hours.
• Personalise your message: Refer to something specific you discussed on the call.
• Provide additional information: Send a brochure, a link to your website, or relevant case studies.

7. ? Don't Be Pushy: Nobody Likes a Hard Sell

Aggressive sales tactics are a surefire way to scare off potential customers.

Top Tip: Focus on building trust and providing solutions. Instead of pressuring them to book immediately, offer options:

• "Would you like to schedule a free consultation to discuss your needs in more detail?"
• "I can send you a detailed quote for your consideration."
• "When would be a good time to follow up with you?"

Turning Sales Calls into Success Stories

Sales calls don't have to be a source of stress (or comedy, depending on how you look at it). By following these tips, you can transform your sales calls from cringe-worthy to confidence-boosting.

And remember, even the best salespeople have bad days. Learn from your mistakes, keep practising, and focus on providing excellent service. You've got this!