Closing Skills | Listen
One of the most important closing skills in Telesales, is listening. Listen very closely.
When you make a cold call over the phone and your prospect answers the call,
the next 30 seconds are crucial.
You must break the ice, establish a measure of civil decorum and generally feel each other out.
You explain what it is you want the prospect to buy, and they indicate they would like to hear more. After you go through your whole presentation, because you have closing skills, you ask for the deal.
The prospect says – No thanks.
And that’s it!
Ok, it’s selling. If it’s not a yes, your question is: Do you mind if I ask why?
This is your cue to listen.
It is critical that you stop talking after asking a question, especially this question.
Don’t offer up reasons why “you think” the prospect might not buy.
Are you a mind reader? If not, be quiet!
The purpose of asking a question is to get an answer. Ask and Listen!
Many salespeople can’t handle waiting for an answer if it takes more than 3 or 4 seconds! Instead of thinking up something to say, you should be quietly listening.
Stay quiet and listen, your time will come.
It doesn’t matter how long it takes for the person to answer. Maybe the prospect is thinking? Maybe the prospect is realizing they really should take advantage of your great offer.
I recently observed a salesperson, before the prospect could answer, blurt out:
Is it the price?
I have heard this and more from many salespeople over the years.
This behaviour will not lead to a sale.
I have also witnessed people answer their own question in everyday life as well. Don’t do it – it’s rude!
In the instance above, why would the salesperson identify any reason not to buy?
On this call the salesperson then says: Cause if it’s the price, I may be able to do better, or give you terms.
The prospect hasn’t answered the first question, and the salesperson is rambling on and not listening. The salesperson is also giving away leverage without knowing anything.
Getting back to asking any question. You must respect the person enough to wait for their answer. This is where savvy salespeople follow the simple sales rules.
Here is one of those rules: When you ask a question, on the phone or in person, let the person answer, without interruption.
Listening is one of the closing skills you must employ and just to be crystal-clear – do not answer your own questions.
You should pay very close attention while the prospect speaks. Let them answer your questions, one at a time. This is your opportunity to find out how to get them to buy. They will tell you. Don’t blow it!