Don't Blow it When Your Prospect Answers the Phone

The use of voicemail has become so pervasive these past few years that sometimes you wonder if you'll ever talk to another human being again.

Frustrating as it may be, over time you begin to accept it as the new norm. You expect to get voicemail and in a perverse sort of way may even relish it. It enables you to make that check on your "to do" list, showing you tried to get in but once again had no luck.

And admit it ... leaving a message is a whole lot easier than talking to a person who says they have no need, throws objections in your path or slams the phone down on you.

In fact, the prevalence of voicemail can lull you into a sense of complacency. So much so, that you're entirely unprepared for that rare moment in time when your prospect absent-mindedly picks up the phone.

Mind you, they would never answer it if they thought a seller was on the other end of the line. They're likely right in the middle of a meeting and expecting a call from someone else.

Suddenly, instead of leaving your well-prepared voicemail message, you're on the spot to say something intelligent and compelling. If you're like most people, those kind of words don't flow naturally from your mouth - especially when you're under pressure.

When I was writing my book, one of my clients was actually working through it in real time, giving me immediate feedback on the strategies, processes and tips in it.

She had a great laugh at my expense when she read about my own major blooper when the vice president of sales actually answered the phone. I totally lost my cool.

My value proposition evaporated into thin air. I stumbled over my words, talked a mile a minute and blurted out this rambling, non-focused spiel about what my company did. It was horrible - totally unbecoming of someone in my position. In fact, I was embarrassed to be me.

I got off the phone as soon as I could before I dug myself into an even deeper hole. My only saving grace was that he probably wouldn't remember who I was.

Alyssa thought that was really, really funny - that is, until the day it happened to her. She'd prepared this great voicemail script for a prospect with whom she was trying to get an appointment.

She was all set to leave her message at the beep, but it never came. Instead, Mr. Big answered the phone. Immediately Alyssa felt a sinking feeling in the pit of her stomach. Her brain locked and she couldn't think of a thing to say.

On the other end of the line, Mr. Big was saying, "Hello, hello. Is somebody there?"

"Yes," she finally said. "This is Alyssa. I'm with Anonymous Software Firm."

"What do you want?" he said curtly.

"We specialize in (self-serving words to describe her offering). I'd like to talk with you about your sales automation system and how our software can help you improve it."

He cut her short. "We already have that covered. I'm in the middle of a meeting and have to go."

End of call. He hung up.

So what will you say after your prospect says, "Hello?"  Have you thought of it? Does it flow out of your mouth as easily as your voicemail? Or, are you getting ready to dig your own grave?

Here are several tips that will help you avoid sounding like a blooming idiot.

1. Keep it simple.  After you say your name, it helps if the next sentence you say is the same for both your voicemail and an actual conversation. That way your brain won't freeze.

2. Focus on business. Corporate decision makers hate peppy, enthusiastic people who can't wait to share things about their product or service.

3. Develop a provocative question. You want to engage the decision maker in conversation as quickly as you can.

4. Check to see if they're busy right then and there. If they're distracted, you're wasting your breath.

5. Don't focus on being nice.  Instead, focus on being a business professional that has something valuable to say.

Most of all, plan ahead. You know how seldom someone actually picks up their phone. This is the opportunity you've been waiting for. Make sure you put your best foot forward.

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If you don't want to blow it when a corporate decision maker finally answers the phone, check out my Getting Into Big Companies self-study guide.

Comments

[Susan Martin]

Great post Jill! I had to laugh when I read it, because who hasn't been there. Great tips on what to do as well. I'm going to feature it on my blog today.

[Michael Goodman]

I can't even tell you how glad I was to see fellow sales professionals run into what I have been ashamed to admit publicly. Sometimes I blow it too.

Even with tons of experience I must say, it still comes in handy to have script points at hand for that hellish moment you described.

Thank Jill.

[Varun Badhwar]

Hey Jill,

Good one,

Been there done that often, and i always end up laughing on myself everytime,when i goof up on a call.

Thanks for these tips.

Varun Badhwar

[Nathan Lands]

Great article.

I haven't done B2B cold-calling in a few years but I remember how 90% of the calls would go to voicemail and you'd get so used to this that when you actually got the executive on the line you'd go straight into your VoiceMail recording voice.

Nathan Lands
http://www.hiyaya.com

[Jane Oxley]

I loved this, I think anyone who has done B2B cold calling has been there.

I think "Don't focus on being nice" is crucial as is focussing on talking slowly. If you panic and start talking quickly you are guaranteed to get shut down and be off the line in seconds!

Talk to them as if they are a peer. Even if you've done this thousands of times, keep a script handy so if you do panic, you've got your question ready to engage them - get them talking!

[Gioia]

This was a great article. It was interesting to read about how your focus is not just to be nice; I tend to lean on my personality which is so sweet and warm and sometimes not so professional. Thank you so much. I will add this to my list of things to keep in mind.

[Dan McCarthy]

Good post Jill,

I have a love/hate relationship with cold calling, and suddenly hearing a curt executive voice after a string of voicemails definitely fall into the hate column. The prospect is enough to keep me from dialing at all.

Like Nathan, I write a script, and I read it aloud several times to check how wooden it sounds. Then I try it out on leads that I'm less enthusiastic about. By the time I'm calling my top targets, I'm usually able to wing the conversation on bullet points alone. To my ear, it helps me sound like I'm conversing rather than selling.

[Joe Carapellucci]

Great post! I was calling on a Fortune 50 VP for 3 months, and one day the gate keeper wasn't there.. He picked up... and I stared at the receiver! I knew the next 30 seconds was make or break, so, I STOOD UP, and SPOKE TO MY PEER, just as you suggest. I knew I could really help them, and I knew they didn't know they needed the help! That call lead to 2MM+ in business.

[Sikembangcina]

I experienced this too! I was a junior sales exec and had to pitch the Regional VPs of Marketing or Sales.. imagine.. I was once told off to practice my pitching first before calling him back!! LOL!!! Now, after years in tele-sales, all I can say is plan ahead, have the script and objection handling handy. Practice makes perfect and once you are in momentum, every thing just flows.. you won't even notice time flies.. I love sales and most comfortable in Tele-Sales. There's no other job I want to have!!

[Brian WIlliamson]

Jill, I like your post. Can you give an example of a provocative question?

[Robert van der Neut]

An Excellent post.
The best way is to have an organized attack plan before you take the phone.
When you know have to do it, you will have already half of the deal closed.
For more information look at Salestraining