Transcript
WEBVTT
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And we are streaming live.
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And I think we are good.
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My dear Christine Harrington, joining us on the selling with dignity, sales made easy live event, live podcast.
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Christine, welcome to the show.
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What's the good word?
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Hi, Harry.
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Thank you so much for having me back
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to
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talk about my favorite subject.
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All right.
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Well, I love this subject.
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And.
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You know, and we think we'll see if this is actually streaming to the group because I've got the pop ups coming up from stream yard.
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But such as life.
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We're going to, we're going to keep going here because we've got other folks that are seeing this.
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So the whole challenge, I mean, many, there are many, many challenges with making calls and we cannot have this conversation enough because people are not making calls consistently enough generally to be any good at it.
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So it might be good for a couple of hours, but then, you know, weeks can go by and then they're, they're facing the same stage fright again.
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So.
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The things that I think about that are pretty common work for people is we number one.
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We have the stage fright right where we're we just don't do it enough to feel like we're any good at it.
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So we talk ourselves out of it that way.
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There's also the feeling of I'm interrupting the person and I can't see the person's face.
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So there's a lot of, yeah.
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Uncertainty there and then there's just the overall fear of being turned down and none of us like to be turned down.
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We don't like to hear the word.
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No.
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So we got that going on.
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So there's all kinds of things going on in our mind, the least of which is the, the chances that something good may happen.
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So that's kind of what I wanted to talk about today is how we can get past the negative and start doing stuff that's on the call side.
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That's actually good for our business.
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So I know you have a ton of experience, Christine, you and I have spoken before on podcasts.
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And I just love the way that you approach the whole topic.
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So am I missing anything here on this?
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I don't think so.
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Let's first start with distinguishing what a lead in a prospect is.
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Okay.
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Yeah.
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Over the years, that term has been used interchangeably.
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You know, people refer to prospects as leads, leads as prospects, but there is a clear definition.
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Between the two, a lead is a person that is coming through a website or calling the company to get more information.
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They're, they're coming through a process, to learn more.
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Maybe they're just kicking the tires, maybe they're doing price comparison, but that's what a lead is.
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They're coming into a system.
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So now they're a lead.
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Okay.
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Which is handed off to the sales team to handle a prospect is different.
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A prospect is someone, let me go back, a lead knows you, they've gone through your website.
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They have a brief idea of who you are.
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A prospect is totally different.
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They've never heard of you.
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They've never heard of your company.
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They don't know anything about you and they may not have a need.
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So let's make those 2 distinctions a prospect.
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Those are the people.
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That you're going to cold call.
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All right.
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You've developed a list of prospects that are in your niche market.
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Maybe your marketing team has done it and handed you off a team.
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Maybe you're a new employee and they've handed you a book of business and you have this group of prospects that for one reason or another.
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Either just dropped off the radar or were never contacted.
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So those are prospects.
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They also, you know, are people that just don't know anything about you.
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So the two approaches are entirely different.
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The lead is a warm call, but a prospect is an absolute cold call.
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Oh, this is, that clarification is so good.
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So what I'm hearing you say, Lead a lead knows us, right?
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So it's not a complete cold outreach, whereas a prospect doesn't know us.
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So I like that differentiation there, because like you mentioned, people interchange the two and we're missing out necessarily on how we going forward in our conversation today is there is a difference in making calls to the different parties.
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Yes.
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And as a result of interchanging those words, salespeople have a tendency to treat leads and prospects exactly the same and they're not, they have entirely two different sales journeys.
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Okay.
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And
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I did a video about this.
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I think it was Tuesday on a live, just so your audience knows I do free training every Tuesday and Thursday evening.
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At 8 p.
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m.
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or 7 p.
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m.
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Eastern Daylight Time free training, it's usually about 20 to 30 minutes and like you, Harry I'm all about helping sales people, every way that I can basically because I didn't have any help back in the day when I was selling.
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So, that's I did a podcast about this and, and Harry, sometimes people get in this habit to of, well, that last sale worked.
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So I'll use this on the next prospect.
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And there could be two entirely different situations.
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So you have to analyze each lead, each prospect.
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On its own merits and not treat them all the same.
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Yeah.
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So good.
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And I know that you have this giving spirit.
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And one of the things that we want to do is give great volume right now.
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So I'm getting messages that we're having a hard time hearing you.
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I hear you perfectly, Christine.
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So in the settings, there StreamYard.
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I don't know if that's me.
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If this is a Facebook thing or not, I don't see where I can adjust it in Facebook, but I just turned up my volume.
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And maybe I'll get a text from someone in the group if if it changes anything.
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Not the end of the world because I hear it perfectly and it's probably streaming fine to other places.
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But like you, what I love about what you do is that you're, you're giving and you're sharing all of this value.
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So people can tune in and you and I are doing very similar things.
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It's like our mission to make the world better and sales to drive the success of small businesses.
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And which also ties into the success of their, you know, for their employees, their families, you know, it drives the economy.
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So there's a lot of good things that come out of this.
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So, so let's where do we start with this?
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Do you feel like 1 of the things I think about generally?
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Is to have some kind of script, even though we don't want to sound scripted, but even, I mean, not that I'm an expert like you cause this is what you do day in and day out.
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But before I make an important call and a call to a person that is a potential buyer to me, it's an important call.
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I want to know what I'm going to say.
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I don't want to just wing it, even though I've winged it in the past.
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Those calls are not really good, right?
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So i've learned that you want to be better on the call So a script comes to mind for me.
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What about you?
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Yes, I believe In using scripts is my volume better everyone.
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I absolutely believe in using scripts and As a result of that I also believe in practicing the script so many times That it becomes a natural for you to just say the script and practice, practice, practice.
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There's on this little phone right here, there is an app called a voice memo.
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Use that app and and that's the app I use to practice.
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So I'll practice my call opening.
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And I'll play it back so that I can hear how the prospect will hear me.
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Now I practice 20, at least 20 times before I actually make that first call.
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Why do I do that?
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Well, I don't know any professional athlete that ever walks out onto a football.
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Field or whatever field he's playing on and just starts playing cold.
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I don't know anyone that does that.
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Professionals do the work and the work is you have to practice.
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And so you're warming up your voice.
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You're warming up how you're going to present yourself over the phone.
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You're listening to different nuances in your tone.
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So I cannot encourage people enough.
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I have been teaching this.
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For a lot, well, 10 years, I've been teaching this and it was something that, you know, back in the day before the iPhones, I practiced with coworkers, you know, I wanted them to give me feedback.
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Well, with the invention of the iPhone, now I use the app and you will absolutely be shocked when you hear yourself and you play it back and you're going, Oh, wow.
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Oh my goodness.
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You're bringing back memories, but this, again, most business owners miss out on this.
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So like you, I used to work in a sales organization and before our outbound calling blocks.
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We would role play, we'd all get in a conference room and we'd go around the room and we would get the bugs out of the system, so to speak, and we would raise, you know, the objections that people would say, like, I'm busy or I already have somebody, all the things that were common back then.
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And this is kind of what we did.
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And so that it would just get our gear brains in gear.
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So there's huge advantages that people who are doing this every day, it just gets to be more comfortable.
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But I think one of the things that you struck a chord with, especially with me on this, is this practice is that you get to slow it down because we are so rushed.
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And we're feeling like it's such an abnormal call.
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It's nothing like us having a conversation.
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It would be Christine Harry's fake calling reason for my call.
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I know you're really busy.
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I just wanted to touch base with you and see where we stand because I sent you a proposal last week and it's like we want to get it out before the person says no.
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Now we would never have a conversation like that face to face but on the phone because sometimes we can't see the person we just want to blurt everything out in one breath.
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And that just messes up things even more.
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So I love what you're saying.
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What's, what's your thought on my silliness there?
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Well, that's exactly right, Harry.
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I have heard that on calls before.
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It's like they're off and running.
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And and as you said, You need to slow it down.
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You know, your call opener is your most important asset on any kind of call, whether it's a cold call, whether it's a followup call, warm call, that's your number one asset because you have four seconds in order to gain their attention.
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And I have seen, Oh my gosh, there's this trend going around.
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And I do not recommend it.
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It's called tactical tone.
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So Harry, it would sound something like this.
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Hey, Harry, I bet you get, I bet she never would guess that I'd be calling today.
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It's a Friday afternoon.
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Wow.
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Yeah.
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Oh yeah.
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Yeah.
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So people are thinking this is the next.
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Best thing to slice bread.
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Okay.
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What you're doing is you're making fun of the process.
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Okay.
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And I would hang up immediately if someone did that to me.
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I am not interested in silliness.
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So your call opener, you know, first of all, eliminate the word, Hey, it's not Hey, Harry.
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Yep.
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It's Hello, Harry or Hi, Harry.
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I always recommend that you caution on the side of being professional.
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You want to be professional in your words and friendly in your tone.
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So it could sound something like this.
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Hi, Harry, this is Christine with ABC technologies.
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We help businesses like yours, secure their cybersecurity in a more complete fashion.
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Harry, are you still over IT?
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Yes.
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Yes.
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Okay.
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So that was just off the cuff.
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Yep.
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If I was going to pitch my services, I would say, hi, Harry, this is Christine with the Savvy Sales Lady Coaching Firm.
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We help businesses like yours, increase their cold and email outreach through sales, through training and coaching.
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Are you still involved in the training process with your company?
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I am.
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Okay.
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So, you know, that is short and complete.
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Well, you tell me how did it sound?
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Yeah, it sounded very natural.
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Like you've done this before.
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It's clear.
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I like how you're addressing people.
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I know I do the hey.
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thing quite a bit.
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And I used to think the same and I said, same thing as you.
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So I, I do agree with you on the professionality, if that's a word, professionalism of using hi or hello and just being relaxed.
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So the good stuff there, and then you're giving clarity as to, you know, you're asking if I'm in the right place, what's the benefit of asking that question?
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That comes to mind for you.
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It could be any question frankly, so let me break down the call opening sequence.
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Okay so your first sequence is Addressing the prospect by their name because everyone loves to hear their name All right.
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So hi harry.
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The next part is to be completely Transparent i'm with I'm Christine Harrington with the Savvy Saleslady Coaching Firm.
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So they have a clear understanding that you're being transparent.
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Okay, why is this important?
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Because you want to establish trust.
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If you're trying to do these little gamey salesy phone calls, you're not going to inspire trust at all.
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So then the next sequence is tell them what it is that you're doing.
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What, why are you calling?
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It's not, I can help you.
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Increase your, your, your sales by 30%.
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That's not what you're doing.
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That's selling.
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So you say I help businesses like yours, increase their, sales through a cold email and cold calling training.
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Okay.
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So you're just giving them an overview of what your company does.
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And then you ask a closed ended question.
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Okay.
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Closed ended.
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All right.
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Closed
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ended.
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Why now we've all been taught to, to ask open ended questions, right?
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Okay.
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You've interrupted their day.
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Remember this is a prospect.
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They do not know you.
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They don't know anything about you.
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They did not expect your call.
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So they're busy working.
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You've called, you've interrupted their day.
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So ask them a simple question to get the conversation open opening up.
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Okay.
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So if you said, yeah yes, I am involved in the training, but I'm just getting ready to leave for a meeting.
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Okay.
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That is a way to get off the phone.
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So they don't have to talk to you any longer.
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All right.
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I have the perfect response, no matter what they say.
