Selling to Anyone Over the Phone PDF
Preview Selling to Anyone Over the Phone
AdvancepraiseforSellingtoAnyoneOverthePhone: ‘‘ThetipsandsuggestionsinSellingtoAnyoneOverthePhonemadea bigimpactoneveryoneinourgroup.We’vechangedthewaywe interactwithoneanotherandhowwe‘deal’withourcustomers.Itruly believethatwehavewonbackcustomersasadirectresultofthese ideas.’’ —MiriamZeigler,President,I.KELACompany ‘‘It’sfunnyhowIspentthefirstsixmonthsinmysalespositionjustcalling andtryingtomakecontactwithpeople.Now,Iplanbeforeeverycall, listentowhattheyhavetosay,andmostofall,usethe‘tellmeabout...’ insteadofusingdirectquestionsforayesornoanswer.Usingjustthese simpletechniqueshashelpedme200percentinsellingbyphone.’’ —DavidL.McCorkle,BusinessDevelopmentManager, InformaResearchServices ‘‘Thisisamust-haveforallphonesellingprofessionals.Itprovides informationyoucanusetoimmediatelyengageyourclientsonevery call.Everytipprovidedisessentialtoimprovingyourpersuasiveskills onthephone.’’ —ChristosChristou,Jr.,QualityAssuranceManager/Solutions DevelopmentProjectManager,EMGCorp. ‘‘SellingtoAnyoneOverthePhoneprovidedexcellentassistancetoour salespersonnel.Mysalespeopleareapplyingthepracticalanduseful toolsintheirdailysalesroutines.Thankyou!’’ —NelsonT.Coe,EastRegionalVicePresident, KintetsuWorldExpressUSA,Inc. ‘‘ReneeWalkup,atoptrainerintheindustry,doesanexcellentjobof communicatingherknowledgeandenthusiasminthisbook.Herability torelatetoeveryonemakesheroneofthemosteffectivetrainersIhave everused.IhighlyrecommendthatyouexploreWalkup’sproven methodsinthisnewbook.’’ —CherieMarchio,ExecutiveVicePresident,InternationalThomson ‘‘Iamconstantlyandpleasantlyremindedoftheneweffectivenessour folkshavelearnedfromthismaterial,asallthereps’vocabulariesnow include:‘tellme . .. ,’‘Ineedtospeakto . .. ,’and‘I’dliketoaskyou acoupleofquickquestions.’Theyareusingthe‘tonguetrick’quiteabit too.’’ —MoniqueO’Brien,RegionalManager,HarcourtAchieve .................11375$ $$FM 06-02-0512:00:04 PS PAGEi This page intentionally left blank PAGEii Selling to Anyone Over the Phone .................11375$ $$FM 06-02-0512:00:05 PS PAGEiii This page intentionally left blank PAGEiv Selling to Anyone Over the Phone Renee P. Walkup with Sandra McKee Foreword by Karen Robinson CEO of PrimePoint Media AmericanManagement Association NewYork•Atlanta•Brussels•Chicago•MexicoCity•SanFrancisco Shanghai•Tokyo•Toronto•Washington,D.C. .................11375$ $$FM 06-02-0512:00:05 PS PAGEv SpecialdiscountsonbulkquantitiesofAMACOMbooksare availabletocorporations,professionalassociations,andother organizations.Fordetails,contactSpecialSalesDepartment, AMACOM,adivisionofAmericanManagementAssociation, 1601Broadway,NewYork,NY10019. Tel.:212-903-8316.Fax:212-903-8083. Website:www.amacombooks.org Thispublicationisdesignedtoprovideaccurateandauthoritative informationinregardtothesubjectmattercovered.Itissoldwiththe understandingthatthepublisherisnotengagedinrenderinglegal, accounting,orotherprofessionalservice.Iflegaladviceorotherexpert assistanceisrequired,theservicesofacompetentprofessionalperson shouldbesought. LibraryofCongressCataloging-in-PublicationData Walkup,ReneeP.,1957– Sellingtoanyoneoverthephone/ReneeP.Walkup,withSandraMcKee. p. cm. Includesindex. ISBN0-8144-7284-2(pbk.) 1. Telephoneselling. I. McKee,SandraL.,1952– II. Title. HF5438.3.W34 2006 658.8(cid:2)72—dc22 2005011786 (cid:2)2006ReneeP.Walkup Allrightsreserved. PrintedintheUnitedStatesofAmerica. Thispublicationmaynotbereproduced, storedinaretrievalsystem, ortransmittedinwholeorinpart, inanyformorbyanymeans,electronic, mechanical,photocopying,recording,orotherwise, withoutthepriorwrittenpermissionofAMACOM, adivisionofAmericanManagementAssociation, 1601Broadway,NewYork,NY10019. Printingnumber 10 9 8 7 6 5 4 3 2 1 .................11375$ $$FM 06-02-0512:00:05 PS PAGEvi Contents Foreword ix Acknowledgments xi Introduction 1 CHAPTER 1 Polishing Your PhoneSales Tools 7 CHAPTER 2 The PLAYINGProcess 23 CHAPTER 3 Identifying PersonalityTypes Over the Phone 37 CHAPTER 4 Getting GatekeeperstoWork for You 55 CHAPTER 5 Planningand Tracking 71 CHAPTER 6 Setting Up forSuccess 89 CHAPTER 7 Listening Through the Words 105 CHAPTER 8 Asking High-ValueQuestions 123 CHAPTER 9 Selling Through Objections 143 CHAPTER 10 Negotiating theClose 163 vii .................11375$ CNTS 06-02-0512:00:12 PS PAGEvii viii Contents Appendix A PEAKPersonality Type Assessment 183 Appendix B PowerfulProposals That Sell 185 Index 189 About theAuthors 195 .................11375$ CNTS 06-02-0512:00:12 PS PAGEviii Foreword The number one predictor of successful salespeople is their ability to connect with their customers. In the years leading up to the present, the best sales executives have accomplished this by having multiple, face-to-face meetings. However, the demands on our clients’ time, coupled with the increasing expense and frustration of travel, have minimized ourability to actually meet with clients. Managers continue to look for innovative, but successful, tech- niques that can help our sales teams continue to connect with their clientsremotely.Thisbookhasgivenacompellingargumentthatthe old-fashioned telephone can in effect be ‘‘themost important selling tool’’intoday’s hectic environment. Selling to Anyone Over the Phone successfully conveys how the phoneiscriticaltoasalesperson’ssuccess.Moreimportant,thebook provides detailed steps on how to improve your telephone selling skills, regardless of whether you are selling a $50 yard service or a $500,000new telecommunications system. As an experienced sales pro, with twenty years as the CEO or head of sales for a number of companies that have sold everything fromtelecommunicationsproductstoearlystagetechnologytoalter- native outdoor advertising, I was impressed to read the clear and ix .................11375$ FRWD 06-02-0512:00:18 PS PAGEix
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