Question

Topic: Other

Anxiety About Following Up On The Telephone

Posted by Anonymous on 4/17/2005 at 7:59 PM ET 30 Points
I get really nervous when thinking about following up on the phone with a lead to whom I've given a sample of my product. They've requested this sample on my web site and I sent it to them. What techniques have any of you used to calm down before making follow up calls? Of those who do not have this anxiety, what is your mindset when following up on the phone with leads?
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  • Posted by mgoodman on 4/17/2005 at 10:29 PM Accepted
    A few thoughts:

    1. You have absolutely nothing to lose. You don't have an order now, and the worst thing that can happen after your call is that you still won't have an order. It's not an indictment of you. The prospect may really not want the product.

    2. Your mindset should be to see if you can be helpful to the prospect, answer any questions he/she may have, and offer any information that might be useful in making a decision.

    3. If it is clear that the prospect doesn't want to buy, you should use the oportunity to find out why. He/she asked for the sample, so there must have been some interest at one point. What changed? Don't argue about it. Just try to learn.

    4. I used to work with a sales manager who said, "The selling doesn't start until the customer says no." If they say yes, there's no selling required. Get the order and keep your mouth shut. If/when they say "no," you need to find out WHY. What is the objection? Is it price? Is it lack of perceived need? Is it something about the product design or promised performance? You need to know. Ask high-gain questions to find out.

    5. If you want to prepare for the call, write down the 10 toughest questions or objections the prospect may throw at you. Don't worry about how to handle them yet. Just write them down. Then wait 24 hours. After your brain has had a chance to digest the questions, sit down and write the best answers you can to the 10 questions/objections. Don't rush. Get it right. Then make your call. You'll be better prepared than most. (The actual writing is critical. Don't take a short-cut and say, "Oh, I know how to handle that one.")

    6. Reread rule #1.

    Good luck. Hope this helps.
  • Posted by ROIHUNTER on 4/18/2005 at 12:03 AM Accepted
    Before you do anything, just imagine what will happen if they say "no" or "not interested". Try to think of three terrible nasty things that will happen to you.

    If you are like most of us, you will come to conclusion that nothing will happen to you. Maybe if you are lucky you will learn why this person didn't turn out to be a client.

    If you do learn something, can you adjust your web site or pitch to help focus your message for the next prospects?
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