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An off kilter look at sales tips & tricks for telesales professionals |
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Issue 8: Spooktacular Edition
Are you wearing a sales costume or being yourself? When starting in telesales my first sales manager made me do the most difficult thing in the world (at least that is what it felt like at the time). Here is how the exchange went; Gregor, “Lynn, who is your best friend in the world that you talk with on the phone?” Lynn, “Lisa” Gregor, “for the next week, every time you dial the phone I want you to think about Lisa AND when someone answers, talk to them like it’s Lisa.” I thought he was nuts, I hated every moment of the exercise. Then as the week went on, it got easier - Why wouldn’t it? I was having the best conversations, people were talking with me, I was finding opportunities, together we were moving forward in the sales process. Now when I tell this story to new salespeople they look at me aghast - dreading I’ll suggest they do the same thing. New or old, young or mature, where ever you are in sales - I absolutely suggest that for the rest of your career you talk with everyone as YOURSELF. Otherwise you’ll be showing up in a sales costume that doesn’t quite fit. Hey Halloween is my favorite holiday BUT when you're working with prospects and customers, put away the costume.
6 Classic Sales Costumes
Frankenstein’s Monster In Mary Shelley’s novel the monster doesn’t speak and has no name. Are you the salesperson who is never remembered, because you don’t say anything the prospects hear as worthwhile? You might recognize the monster in you when you keep making cold calls even though you’ve spoken to the contact multiple times. 
Unwrapping MummyAs tightly as a mummy is bound, eventually the wrapping will start to unravel. When stress comes into play are you seen as by your customers as unsteady and unsure of yourself? Perhaps your wrapping is coming undone and insecurity showing. 
Vampire Do you swoop down when there is a big deal on the table ready to suck their blood? If you’re seen as wanting to make money first instead of being a resource to your prospects - they will never become your customers. Both parties in any sales transaction need to feel like they won - if you’re leaving your customers behind wasting away, they will not be around to do business with you a second time. 
Devil You’ve heard the old tale about the devil on one shoulder and the angel on the other helping someone make decisions. There is always buyer’s remorse when the devil makes the decision for us - if it is the salesperson playing the part OR the little one on our own shoulders we feel guilt and question the decision. You may have your devil costume on if your prospects are saying “well......I don’t know” 
Robot Do you sound mechanical, like you’re reading off a script, no breath, not listening, no personality? If you’ve been rushed off the phone because the person on the other end “doesn’t have time for a survey” you may have your robot costume on. 
arrr a PirateWhile pulling up your ship next to the competition and stealing away a deal is great talk on the sales floor, it isn’t how you want to show up to your prospects and customers. Buccaneers answer to no man (or woman) and all customers want to have their salespeople answer TO THEM. Recognize your costume? Sometimes we are putting on and taking off different costumes during the day, not wearing the same one all the time. Perhaps there is even a different costume that you find more comfortable than the six mentioned. Ragdoll, Ghost, or Candy Corn - figure out what your preferred mask is to wear. Now the challenge: take off that costume and call your prospects and customers as yourself.  |
I hope you have a wonderful and Happy Halloween! In addition to being my favorite holiday (for goodness sakes you can be ANYTHING you want to be, what’s not to love) it is also my wedding anniversary. Yup, costume party wedding reception; birds doing the chicken dance, Santa Claus, the Phantom of the Opera, two sets of Antony & Cleopatra. My Dad came as an Emperor Penguin - kept his tux on, wore diving flippers, a beak, and crown. My Mom and her friends treated the event like a costume ball with beautiful dresses & masks. I, of course, came as a wench. No kidding! An UpYourTeleSales.com Reminder *sigh* yet another topic that you’ve heard before. Like this 2001 article in Entrepreneur called Just Be Yourself. Or Todd Cohen’s February blog post Be Yourself. Know Yourself. Be Passionate. People keep talking about it, yet salespeople don’t seem to let go of their own hang-ups (no pun intended, well maybe...) and take the advice. TeleSales Twist On the phone, remember that many times you need to be MORE of yourself. Not a caricature! Because all the person on the other end has is tone, volume, pace, and word choice - chose all 4 wisely to portray who you really are. Tone - we always remind people that there is a fine line between I love you & up yours; make sure you’re on the side of the line that moves you forward. There is even a place for sarcasm in sales! Volume - no one wants to feel like they are being yelled at by their parents when talking with a salesperson. Remember that good public speaking involves changing your volume from a whisper to conversational, to emphatic and back again. Pace - here is a place to be yourself and still be careful. Don’t speak so quickly that your prospects can’t hear you. Everyone processes information at a different pace so keep track of yours. Word Choice - use words you’re comfortable with, don’t try and sound like someone you know - sound like you. Remember to be memorable you first have to know who you are. Want to use any of our content in your publication, blog, or website? If so, please include the bio below and let us know when and where it will appear. Lynn Hidy, founder of UpYourTeleSales.com, is the specialist at creating profitable telesales sales people and organizations. She knows you can make six figures over the phone - she does it! Working with Lynn you will learn to create a phone experience where they will forget you aren't actually having a cup of coffee together. To find out more about Lynn, read her latest articles, or subscribe to A Chip Off The Block, her free newsletter - call 315-751-0146 or visit www.upyourtelesales.com. |
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