Win Over Clients Over The Phone
No matter what you are selling, whether you work for yourself or for someone else, or are selling a product or service, here are some very important insights about sales call etiquette.
Prepare and Inspect Your Script
Until you get really comfortable improvising on discovery or sales calls, it's important to at least outline the pertinent information you'll need to get out of the call; what the recipient feels they need, who they'd like to ideally work with to accomplish this goal, what type of budget they are working with, etc. You know best how your brain works with a script, so outline it in a way that you will be able to navigate it quickly during a call. Once finished, review what you've written and imagine the responses you could get during each interval. Determine how you'll respond to their common objections or concerns. Create another document for this purpose, and keep it handy during conversations.
Install a Mirror in Your Work Space
You can hang a small wall mirror from The Dollar Tree or just pull out a free-standing, well-lit vanity mirror when you know you'll be making important phone calls. The importance of that mirror is so that you are reminded to smile and act as you naturally would in person. Your receiver will know!
Know Their Name and Listen
At least a few times during the call, you should say their name. I know it seems like a minuscule act, but it truly makes your recipient feel important, remembered, and valued. If on top of that, you are able to repeat back to them the answers they gave you in response to your questions, they will really be impressed and will be left with the impression that working with you will go as smoothly as this call has gone.
Assume the Sale
During your scriptwriting phase, you'll want to incorporate some assuming the sale without sounding too pushy. It really depends on what you are selling and who you might be talking to. Be aware of closing statements like “If you're ready to move forward, I can tell you what the next steps look like...” and be prepared to use them when the timing seems appropriate.
Sound Confident When Closing and Talking Numbers
While on the call, sound as confident as possible and press them a little to make the investment NOW. One of my favorite tricks is to also image them on the other end, lighting up and saying “Yes! I need this in my life!”. Nevermind you worry what their budget is, be confident in the value of the product or service you are offering and don't cringe when you talk about numbers. In fact, look in the mirror when you tell them how much it will cost them.