In a recent example we conducted a secret shopper campaign within our company.  We undertook over 100 open homes of salespeople from within our business and also from other real estate companies.  An open home is when an individual comes into contact with a salesperson, who then generally has to follow up to be able to make more of that potential business.  When there is no follow up the business is lost at that point.  When there is follow up the business continues to be available and, depending on the skills, can be converted to more business.

The reason why questions are so important is because there is one space in business you don’t want to be – and maybe this is also a part of our life experience – and that is the space of “don’t know”.  It is the bearer of a lot of thought and allows possibility and options but if the “don’t know” space is where you end then you are unlikely to be the converter of any business.  There are two responses that you get when you ask for business; you get a ‘yes’, which is great and allows you to continue to build and grow with your contact; or you get a ‘no’, which either generally ends that association or gives you a reason to find a different solution.

When I look at the recent results of the secret shopper campaign I can only determine that there are a lot of people who should be good at sales who are not because they sit in the space of “don’t know”.

I would suggest if you don’t ask questions and don’t follow up, you will reside in the unsuccessful space of “don’t know”.  A ‘yes’ is great; a ‘no’ is disappointing; a “don’t know” is a waste of time.

]]> http://www.careysmith.com/who-knows/feed/ 0 http://www.careysmith.com/what-call-reluctance/ http://www.careysmith.com/what-call-reluctance/#comments Sun, 06 Jun 2010 08:41:52 +0000 Carey Smith http://www.careysmith.com/?p=2625 This is one of the key areas of a leading businessperson.  So much of our business success rests on the ability of us individually to make proactive client and sales related calls.

I admire business people and salespeople who have the ability to be routine in their follow up with making phone calls.  They build trust, they build confidence and ultimately they bond the relationship.  So why do so many sales orientated people not follow up?  It is linked to perceived failure and also involves self talk regarding the call before the call is made.  The best way to get around call reluctance is to either have a set script or to have three set questions.  When you go to a call centre there is no call reluctance.  Why?  Because the caller has a set script to work from and the call becomes routine.  It is easy to do, you know what direction you are heading and you know how the call is to be finished.  Most of us are not call centres, most of us are people in business trying to generate more business. 

When we establish a routine in making phonecalls then we are guaranteed that business will be generated.  In the cycle of the sales process there are two parts to making telephone contact.  The first is where you are calling a client to either establish a relationship or to sell a product.  The second part is the follow up call to either ascertain where the business is up to or to close the business.  Making telephone calls is the fastest way to generate new business and to make appointments.  Going from part contact to full contact is the reason why we make phonecalls.

Three things to remember to avoid call reluctance: 

1. Set a routine time every week to make your calls.
2. Know who you are going to call and what you are going to call about.
3. Promise that you will be making a follow up call.

With these three components making phone calls will be successful. 

PERSONAL TIP : If you are serious about phone contact get yourself a headset you will find they have many benefits for you.