A sales call can usually last 15-20 minutes. This is because our mind is focused on other things while talking on the phone. In order to optimize the conversation time, we need to be matter-of-fact, focused, energetic and goal-oriented.
Here are the main steps for writing an effective and accurate sales call script:
- Clear, energetic and to-the-point self-presentation – the first seconds of every conversation are critical! We must interest the customer at the very beginning of the conversation.
In order to get his attention, we must be heard:
Energetic, busy and confident (first impression in a phone conversation varies between the first 5-7 seconds).
(if the customer left his details and was interested in a call back)
“Hello, my name is _____ can I please speak to ______?
Hi, I’m calling from ________. I saw that you were interested and left us details about our product/service that can help you increase your sales, is that correct?”
(If you have details for a customer who does not know/contact you).
Hi, my name is _________ I’m calling from _______ and I have a product/service that I’m sure will help increase your sales/development, etc.
Your goal is to create initial attention.
You must first present your value and not your product.
What can you do to help him?
- Asking informative questions – after the self-introduction, we would like to ask the interested customer a number of questions that will provide us with information about him.
What is he interested in? What are his needs? (depending on the product/service we want to sell). Answering these questions will give us a basis for the next step – explaining the product/service.
We can leverage the sale and the information about the products/services by carefully listening to what he says and focusing on the customer’s needs.
“Excellent, I would like to ask you a few questions in order to understand exactly how we can help you:”
- Have you used this product/service before? Or is this the first time?
Your most important question! Answering this question will lead the entire conversation from now on.
2 possible answers from the customer:
Yes – used in the past.
No – this is his first time.
If the customer has never used this product/service, he is in complete uncertainty. You must encourage him that he is making the right decision and explain to him that you will not give all the information he needs and that you will help him all the way.
If the customer has used this product/service in the past, he is ready to purchase again, but he may very well have concerns – after all, if he was satisfied, he would have turned to the same company that has already received the service in the past, right?
Talk to him briefly and to the point and understand from the beginning what his concerns are and what he would like to receive – complete coordination of expectations.
Other informative questions:
- Why do you need the product/ when did you think of starting to use the service?
- What is your goal? Why does he need the service/product?
- Technical questions – depending on your field of activity (area of residence, age, profession, etc.).
Note an interesting thing.
Answering these questions actually helps your client sell to himself!
Your goal is for that customer to understand that he needs the service/product from you!
These are the purposes of the information questions. that the customer will sell to himself.
Think of guiding questions that will guide the customer through the sales process.
It is advisable to combine the questions with anchors (in this case dry data).
“Most of our customers/60% of our customers use our products/services for ______ what about you? Are these the same needs? For those uses?”
- Explanation of the product/service – explain in simple and matter-of-fact words.
The customer mainly wants to know two things:
- what does he get
- How much does it cost him?
You should not enter irrelevant details.
Explain exactly what he will get?
How long does the process take?
Which products are relevant to him?
Do not try to push other products/services at this stage.
Your goal is to introduce the customer to the company, acquire his trust and make him pay you for the product/service.
“So let me explain to you what we are offering, what you are actually going to get…
We have been working since _____ and most of our customers are from the _____ area
Here as well, we will use anchors.
Explain the solutions you provide and ask questions throughout the conversation.
Let the customer speak.
Try not to talk too much in order not to bore/confuse the customer.
His speech was short and to the point.
“Usually businesses in your field need ____, what about you? Have you thought about the subject?’
Asking closing questions, prompting for action – after explaining the products/services that you would like to present to the client, the stage of prompting for action has arrived.
This step directs the potential customer to any type of goal (purchase, signing a contract, leaving details, etc.). This step is extremely critical.
If you initiate action at least 3 times during a conversation, the chance that a sale will be made and the deal will be closed will increase by at least 75%!!
Motivation to action can be heard in several forms:
Motivation for payment – “How would you like to pay?” By credit card? Bank transfer? and so’.
Motivation for leaving details – “I would be happy to take the following details from you________”.
Motivation to take action for signing a contract – “I’m currently emailing you our contract, I’d appreciate it if you could go into your email and make sure you did receive it.”
Pay attention to asking closed questions – the intention is to give the customer several options for giving an answer and not to ask questions to which the answer is yes or no.
A few more examples:
“What would you like to drink? Coke or water?’
“How would you like to pay? On credit or cash?’
“When would you like to meet? Tomorrow or Wednesday?’
“Send you the contract to email or WhatsApp?”
You basically assume that the customer is interested and is going to pay for your service.
You must lead him to this, don’t be shy.
The customer is going to make the decision on the method of payment/the date of the meeting, but you start from the premise that he really needs the service, you believe in your product – you can really help him.
Now all that remains is to go through the bureaucratic process of the payment method.
Without a call to action, you won’t have a sale.
You should use smaller calls to action throughout the entire sales call.
a few examples:
“I would like you to please write down our phone number/our email”
“I would be happy if you could open your email and I will send you the material now. I want to make sure you got it.’