I just got back from St. Louis where I was asked to improve upon the already admirable selling skills of two dozen professional (incoming) telemarketers. My challenge was to help the staff of call specialists to develop meaningful relationships during a single phone call. The targeted ideal scenario would have this initial call leading to future business. This, my friends, is what is known as a tough assignment.
Is this even possible? What could I have suggested, recommended or shared with these people that could result with a positive outcome?
I recalled a number of my personal experiences and remembered how some calls with strangers seemed effortless while other conversations with unknown callers managed to raise my blood pressure.
What made the difference? Luck? Communication skills? Price? Happenstance? Whether you were a Met or Yankee fan?
The bare bones, net, call me a tad negative, honest-to-goodness truth is that you may not be in position to connect with everyone you speak with. But I can tell you this: Without much preparation, sweat or hard work you can definitely disconnect with anybody at any time.
After thinking this through, I suggested that they would be doing themselves a huge favor by adhering to a few time-proven communication “tricks.” There is nothing new here.
- Greet the caller like you are genuinely happy they called.
- Listen to the caller like your life depends on it … because it does.
- Ask questions … and don’t interrupt.
- Follow up on the call with additional information or feedback.
As logical as these four reminders are, they do not guarantee success. But failure to adhere to any one of these items could definitely sabotage your chances of building and establishing any kind of relationship.
As elementary as this might sound, all you can do is all you can do. So greet; listen; ask; and follow-up. And then let the chips fall where they may. Then you can do one more thing. You can go out into your personal world and make more people glad they know you.
Today’s Message in a Nutshell:
Greet; Listen; Ask: Follow-Up
Don’t Worry – Be Happy.