I just don't get it!

[MBPH]

Right, I'm relatively new to the "sales" game as been a gas engineer by trade but moving into sales as I have a great service to sell. I've took a interest in sales for a long time and done various courses the best been Jordan Belfort's straight line persuasion course, so I know how to close a deal! However I've got one problem that is really really bugging me! Now a lot of these leads have been acquired cold, normally a phone call introducing what we do and if they would like more info/to set an appointment to discuss further! Generally those that do get closed, but it's those that say "can I think about it" now I build a logical and emotional case to why they should buy now but I don't want to come across pushy so I respect their decision and let them think about it. The problem is on the follow up calls. Those people who still haven't made a decision or just don't answer your calls, I'd rather then tells to **** off! Complete time wasters! Any advise on how to deal with these customers!

 

[Aileen B]

I think a lot of customers who say they'll think about it are just Looking for a polite exit route. They have no intentions of buying. Then again, every now and then someone will be a slow burner who really wants to go away and have a think.
You have to decide whether going ahead with a follow up call is worth the chance of getting a sale from a "slow burner" despite the high chance of getting a time waster. Could your time be better spent finding new potential customers?

 

[MBPH]

I openly say, look to not waste each other's time, if it's not for you just say no and we'll move on, but you generally get a I've not had to talk to hubby etc yet?? Then this just goes on

 

[moo-tique]

Your follow up calls need to re-plug the benefits, but you will need to be a little pushy if you feel that you are losing their interest - that's sales. Make each call count whether it be your introduction or follow up call.

 

[Tier1Logistics]

Hi,

Out of spite do you cold call them or nock on doors etc....

Is your sales pitch straight to the point, is it short but detailed etc

 

[moo-tique]

Bit of both but mostly cold calling. When cold calling, I tend to get an idea of how the conversation is likely to go usually within the first 10 seconds. I then adapt my call style accordingly to mirror the customer, and always go in thinking that I've got to make the call count. Straight to the point can hinder your chances of a call covering as it can come across as aggressive selling so you have to be careful. If it doesn't convert into a sale/meeting, what else did I get from the call that will help me next time I call to follow up?

i.e. date of last boiler service etc.?

 

[Tier1Logistics]

Yes I understand you.

It all depends as most services/products you sell some people are tied into contracts these days for 12 months or some people don't have the current access to Internet to find their own deals etc.

What I have seen most people use these days is their I pads with the deals and applications on etc and that sometimes weens people in I think.

 

[moo-tique]

Yes I understand you.

It all depends as most services/products you sell some people are tied into contracts these days for 12 months

Use this as part of your qualifying process and pipeline your follow up calls. Next time you call (set the follow up for 2 months or so before their contract date is due to expire), it will have a much better chance of converting.

 

[beasty]

If they say

CAN I THINK ABOUT IT

they really mean NO but do not want to SAY no (90% plus of the time)

SAY GO AHEAD, I allow thinking time, just wait

Many people do not like to be mean, they mis understand that they are being mean by giving people some hope of a future sale, so you need to apply a little pressure to get them to say no, much preferable so you can move on to the next yes or no.. maybes are NOs

Depending how you deliver, you might say not acceptable only yes or no, i have no box for can i think about it.. I assumed you were thinking as we talked..

Can I ask, what prevents you saying yes or no now?

 

[toastking]

People who are new to sales will frequently be over-optimtistic and believe the following are 'in the bag'

"it seems like a good idea"
"I'd buy it' (you'd be surprised how often this is pushing back the decision and really means no
"I have to speak to the wife/the hubby then we'll come back to you"

All of these phrases have a very very low conversion rate!

Unfortunately OP I think there is no holy grail, you just need to keep practicing, keep looking around for useful advice and see what progress you can make. What industry are you in? From that I can probably gleam a few details/assumptions and come up with 3-4 websites, blogs or more likely books that you could use to improve technique but at the end of the day a lot of sales:

- having a great product that people need
- at a great price
- finding the right shape and size of customer rather than machine gunning
- being able to tell people this information succinctly before they get bored or leave.

Are you sure you are in the right watering holes (places where your customers hang out when looking to make these decisions)? It might be a case of looking in the wrong places, for example if you have prospects looking for a race to the bottom in pricing, they are going to be looking for a bargain and expect the world for little. If they appreciate your quality then they'll pay for it, this teaches us that it is important to ensure you are going for the right prospects, rather than just any and everyone.

If you'd like to practice your pitch let me know and I can review a video or something and let you know if there are any really obvious mistakes, but quite likely I'd predict you aren't doing a lot wrong you just need to work on getting better prospects and patience in knowing a lot won't convert.

 

[NickGrogan]

always go in thinking that I've got to make the call count.

This is where you are going wrong, if you're cold calling, especially to the public, then the vast majority of people are not going to buy from you, whatever you say or are offering, regardless of building any emotional case, etc, etc. They are just not listening.

So your goal for every call should be to get to the no as quickly as possible, so that you can move on to the person who is actually interested in what you have to offer.

(selling at all levels since 1993)

 

[moo-tique]

This is where you are going wrong, if you're cold calling, especially to the public, then the vast majority of people are not going to buy from you, whatever you say or are offering, regardless of building any emotional case, etc, etc. They are just not listening.

So your goal for every call should be to get to the no as quickly as possible, so that you can move on to the person who is actually interested in what you have to offer.

(selling at all levels since 1993)

Disagree. The goal of every call should be to engage the end user - get them interested, and get as much as you can from each call even if they end up saying No. If you adopt that way of thinking, you will just make call after call without actually making any real progression.

 

[NickGrogan]

Are you calling businesses or the public?

Depending on what you are selling most cold calls cannot lead to a sale, every hour sent talking to people who cannot buy is a hour wasted.

If it's a warm lead/referral then of course that's different.

 

[bigsie]

I personally would not want to hard sell to a people, especially older ones. I tried it once, but could not live with myself using sneaky psychological mind tricks ! If your product is good it will sell itself, you should not have to use dirty tricks to con a person into buying it.

 

[MBPH]

I If your product is good it will sell itself, you should not have to use dirty tricks to con a person into buying it.

I don't think anyone has suggested using dirty tricks, unless I've missed something?

 

[moo-tique]

If your product is good it will sell itself, you should not have to use dirty tricks to con a person into buying it.

Or even con a person???

 

[avalanche]

I hate cold callers!

 

[MBPH]

I hate cold callers!

It's ok I won't take it personally

 

[avalanche]

Please do, because I do as they waste so much of my time

 

[MBPH]

Please do, because I do as they waste so much of my time

For everyone of you there's someone who will buy, so makes no odds really

 

[avalanche]

Thats a selfish attitude

 

[MBPH]

Thats a selfish attitude

What business are you in avalanche?

 

[avalanche]

Carpentry

 

[MBPH]

Carpentry

If cold calling could work in your business, you wouldn't use it?

 

[avalanche]

No sorry I wouldn't, I see it as an invasion of time.
Email no problem, warm targeted call is ok but when you get several calls a day its distracting, annoying and I loose my focus.
I would not want business at the expense of upsetting people.

 

[NickGrogan]

What are they calling you offering?

 

[avalanche]

Advertising, SEO, Agency workers, Calendars, Hearing tests, ppi reclaims
a lot of the time now I do not answer if I don't recognise the number so it must be costing me work

 

[moo-tique]

Seems like a topic for another discussion!

 

[bigsie]

What I meant was the pressure techniques to get people to buy products or services they do not need ! Same as conning you into a contract,then providing terrible service and not being able to leave due to the lying devious small print.
I have seen some terrible selling abuse from so called " high achieving salesmen " they are pathological liars and a disgrace to the human race exploiting vulnerable people.

 

[estwig]

The reason you are having problems closing the deal is because your leads are of poor quality. You are starting off on the wrong foot and pitching to people who don't want, what you have for sale.

Spend less time focusing on closing the deal and learn how to generate better leads, that don't require so much effort to close.

If your going to see couples when only one is present, then you are not going to close the deal, as they will quite rightly, want to talk to their partner. This is a very basic thing to get right from the off, see both of them at once, or don't go at all!

 

[telemax]

but it's those that say "can I think about it" now

It's all about the questions, allowing the prospect of stating their implied needs and then explicit needs. Read Spin Selling by Neil Rackham, it explains this far better than I ever could.

 

[MASSEY]

I don't blame people for wanting to think about it, the people who don't think about it and purchase instantly over the phone could get ripped off. I am not saying the op would rip them off but i had many cold calls in my early business days that would have seen me spend considerably more money buying instantly over the phone than shopping around.

This is, fundamentally, why i think cold calling is morally questionable. Although i would never use it myself because i generate plenty of leads with people coming to me of their own accord, i don't blame people for using it to try and increase their sales, it's just business isn't it.

I guess the people in receipt of the calls could be more direct and say 'i'm not interested' but the trouble is that because of the bad reputation cold calling has gotten you can usually expect a sarcy response of 'you're not interested in what' and further dialogue.

Your alternative route to the i will think about its could be to give them your number or email address and tell them to get in touch with you, if they don't then what you are offering doesn't make them want to part with money.

 

[Annoying Donkey]

I hate cold callers!

Are you aware of the DNC list?

 

[Matt1959]

the average person does not like confrontation of any kind and a surprising number of people dont know how to say NO, hence - maybe. Myself I love the sparring and love saying no!!

 

[MASSEY]

Are you aware of the DNC list?

i signed up to that once, it does cut the number you get down. I think the fine they talk about, though, is more of a thin threat. I think i read that there was something like 2 fines in one year...