Page 23 - The Compass - Volume 14 Issue 5

TRAINING
by Hayley Sandiford
FIVE STEPS TO SAVING A STALLED CALL

magine, you’re on call, you’ve followed all the steps, and you say “us.” This is problematic for two reasons:
Iyou feel that it is going really well. It’s now time for you 1. If they're not your client, there is no “us” yet.
to close the call and when you present your proposal you get
crickets. Awkward! This is when you either repeat yourself, 2. You haven’t provided a timeline. If your client doesn't
offer a discount, or start babbling. None of these will help really want to do business with you, you've made it easy for
you close the call. In fact, they will surely turn from stalled them to push the install back for several weeks.
to rejection. In the second example, you keep the question client-
Here are some strategies you can use to keep your call focused by giving two day and time options. By having a
moving forward, focus your client, and prevent you from clearly defined request, it makes your client feel valued and
being a pushy salesperson. in control.
1. DON’T REPEAT YOUR CLOSE
If your client gives you a maybe, a yes-ish, or even a firm 5. SHOW URGENCY

no, refrain from repeating your same close. It didn’t work Sometimes all your client needs is a little pressure to help pull
the first time and it certainly won’t work the second time. the trigger. If they seem like they have chosen an option but
Instead, try a lighter request. For example, if your client are reluctant to schedule or sign the proposal you try a couple
is deciding between three options, and your first attempt urgency tactics. You can offer a small efficiency discount for
to close was, “Which option would you like to install completing all of the work at once, “By completing everything
today?” and they were hesitant, follow-up with a question on your wish list today, saving time, I can save you 10% with
like “What are your favorite features about each option?” our efficiency discount.” Or, you can use a little time pressure,
Your goal isn’t necessarily to close the call at this point. “We only have this slot or this slot open next week,” or “We
When your call is stalling, your goal is to keep your client are booked out for a couple weeks but it looks like I have one
engaged and to get them talking. Once they shut-down or opening tomorrow at 9 am.”
stop engaging, your call is lost. An indecisive client, or an ineffective close can really stall
a call. It's important to understand the situation, take a breath
2. CLOSE SOMETHING SMALL FIRST and use one of these tactics to get your call moving again. 
This tactic works for booking calls and closing them. The
goal is to get your client used to saying, “yes.” Have you ever
gone shopping and once you ran your card, it was much
easier to run it again? The same is true for your clients. If Not For Doctors
you are a call-taker, start by asking for their name, phone
number, email, the easy stuff. These small “asks” will make Not For Attorneys
bigger “asks,” like booking the call easier. For techs, you can Not For Any Small Business
start by asking questions like, “Is cleanliness important to
you?” or “Are warranties and guarantees important?”
Only Marketing For Contractorsnly Marketing For Contractorsnly Marketing For Contractors
3. ONLY USE ONE CLOSE AT A TIME O O

Avoid asking multiple questions and always be direct. If
you ask one question and you hear yourself saying, “and,”
you are asking too many questions at once. For example,
let’s say you are a call-taker trying to book a call. You say
something like, “Does Friday at 11 am work? And will both
you and your husband be home?”
When you ask multiple questions at once, you don’t
allow your client to fully answer the questions. They will
likely just answer the easiest question.
Instead, ask your questions separately. Start with, “Does
Friday at 11 am work?” Allow the client to respond, “Yes, Footbridge Media
that’s perfect.” Then follow-up with, “Will both you and
your husband be home?”
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4. KEEP YOUR CLIENT FOCUSED
Starting At
a finish line. Instead of saying, “What's a good time for us $134 Per Visit FootbridgeMedia.com/SGI
Make sure every close includes “you” and clearly identifies
Month
to schedule the install?” ask “Is this Tuesday morning or
Thursday afternoon better for you?” In the first example, 15+ Years Of Contractor Marketing • 888-818-7215 • FootbridgeMedia.com

THE COMPASS | Issue 5 | 2019 23