Don’t Be That Caller: 3 Ideas to Get More of Your Sales Calls Answered

From the pages of “you can’t make this stuff up,” the other day I was sitting with a client when his phone rang. He looked at the caller ID and said, “I’ll let it go to voicemail, that guy is a real jerk.” I started to laugh at first, but then realized, that could have been me, it could be you, or it could be one of your sales staff making that call. What an eye opener!

When I speak with sales reps, the key traits that they say set them apart is the ability to build trust, listen well, and work to avoid problems. Note — everyone claims to be a good problem solver, but the best ones focus on problem avoidance. Face it, it’s harder and harder to connect with folks over the phone these days, but I believe that if you practice those three traits with your clients and prospects, the chances of them picking up the phone when you call dramatically increases. They may actually look forward to hearing from you.

Building trust is not about telling people all of your services. It’s about showing competency and credibility, it’s about being authentic, and it’s about showing empathy to what someone is trying to accomplish. It often begins with asking good questions, and then letting them actually answer those questions. Try listening to comprehend, rather than just respond. We have two ears and one mouth for a reason.

The concept of problem avoidance sounds easy and makes sense. What it tells me is that someone isn’t only focused on their “years of experience,” but rather, how they apply that experience, and combined with the company they represent, how they can help keep their customers out of the weeds.

Asking a few questions and taking some notes won’t automatically turn your phone work upside down. It will improve your chances that people will want to hear from you. And that’s not a bad thing. Give it a try, and if you’re doing something different, please let me know or add a comment to this post. Good luck, keep working to improve what you do, and don’t be that guy who gets sent to voicemail.

Mike Philie can help validate what’s working and what may need to change in your business. Changing the trajectory of a business is difficult to do while simultaneously operating the core competencies. Mike provides strategy and insight to owners and CEOs in the Graphic Communications Industry by providing direct and realistic assessments, not being afraid to voice the unpopular opinion and helping leaders navigate change through a common sense and practical approach. Learn more at www.philiegroup.com, LinkedIn, or email at mphilie@philiegroup.com.