Cutting your losses on a non productive call

You already know there’s no interest, the person isn’t looking.  Depending on the product or service you’re working with, there maybe some need to cover objections.  Leave the website with them and thank them for their time.  Your next call might be somebody with an interest and you get that solid appointment.

How to increase your ratio of quality appointments – if you’re getting nowhere after a certain period of time, get off the phone. In the short run, yes, you might get more money out of the client for your pay.  But we’re looking at long term.  You want more money per hour out of a future client.  So work yourself up to that level.   If you have the option to leave messages, if a call comes in, do your best to grab it.  It might be an appt.  Thus, you’re spending less time on the phone so your boss is happy (less they have to pay you) and your increasing their quality appointments so the client is happy.  Continue this and once people learn your work, you’ll have higher level positions (higher pay!) contacting you!

It’s the information age and there’s now a whole industry devoted to collection and use of information.  Some of this usage can be scary to the point of ID theft so it’s understandable some people can get upset over finding out their information is someplace they didn’t have knowledge of it going.  In the event somebody is upset to the point of contacting your employer, it’s important to not get upset or scared yourself.  As long as you are on the level, give the problem to the appropriate person – your employer.  And let it go.  Those calls are thankfully few and far between.  I can think of one call in which I could potentially see it going in that direction and since a) I of course couldn’t reveal the answer and b) it’s not something I should deal with, I just took very strong control of the call – with a six figure executive.  I did the equivalent of running right over him, thanked him for his time and got off the phone.  There have been times where I would have loved to have recorded calls to give examples.

I can take strong control of a call, even with a six figure executive.  On the other hand, there are times when the other end controls you and it’s not entirely bad.  People are understandably suspicious of a cold call and they have questions they might hammer you with.  You may or may not get that lead or appointment, it winds up being more of a public relations call.  You earn trust in a different way – being willing to give information without insisting on a lead or appointment at that moment.  Some people will not be convinced any other way of the company you represent without them being allowed to research you on their terms so you give them the information you have to the best of your knowledge and go onto the next call.

How many times have you been in the presence of somebody who doesn’t take no for an answer?  There’s stress on both ends.  The person presenting the idea already hears the phone being hung up but the phone room manager and/or company policy insists on x number of objections.  The person hearing the idea is angry that no – for whatever reason – isn’t being understood.

Know when your prospect has said “no”.  Many won’t say those magic words, “Not interested”.  Listening between the lines to the tone of your prospect will save both of you stress.  No stress on them allows them to look at you on their terms. Down the road they may determine that they actually want your services and will not only remember that you treated them with respect by not objecting them off the phone but they might actually give you referrals.  No stress on your part for letting them go means a) you’ll keep your job longer and b) you’ll find the next enthusiastic “yes” that shows up and is a sale.

Try  to match the tone of the person you’re speaking with as closely as you can.  As a northeasterner, the toughest tone for me to match is Californian.  Their culture is different enough from mine so I have a tough time relating to them.  When speaking to CEO’s, they want to get to the bottom line quickly so the more focused you are on getting to the point, the better.  They’ll let you know if they have time to be chatty so you can relax with some, talk with them and develop a better prospect.  But until that time, “just the facts, ma’am”.  From that extreme – to the person who sounds like they’re mortified, frightened of you.  Understand you may not have a lead here.  Their voice is very quiet.  YOU need to be quiet and gentle as well.  They’ve run into way too many aggressive people over the phone or that’s just the way they are.

You call somebody and they attack you.  They’ve had a bad day, too many phone calls so they aren’t listening anymore.  Cut your losses, tell them what you are if they’re willing to listen to that and let them go.  No lead here.  Or, you called, left a message and they called you back to attack rather than just blowing the call off.  Thank them for calling, they could have just deleted the message and googled.  Who are you, what are you selling?  If you’re interrupted while trying to answer their question, point out that you’re just trying to answer their question.  Bad day, too many phone calls, i.e. not listening.  Leave them with the website, don’t try to get that lead.  It’s not there.

The telemarketing world has generally brought it on itself to have people play pranks and games on the worker.  So when I get it, I generally shrug it off.  There are occasions though where you’re dealing with higher caliber professionals.  I normally take into account people have a bad day, they may be the umteenth phone person they’ve spoken to in that day, etc. so most times irritated people just slide off my back.  The higher caliber professionals are much better educated, tend to behave much better.  They generally treat others with respect since they have their own self respect.   I need to speak in a different language with these professionals.  I’m simply informing them and inviting them to come in.  No harm done if they decline, maybe this isn’t a good time for them.  I…can surprise people who are asking for bluntness with…being blunt.  A blunt, monosyllabic answer can be an embarrassment  for someone who isn’t listening, saying, “I’m trying to tell you the answer but you’re not allowing me to.  Have a great day”.   There are many ways for a person to not be listening.

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s