Selling to Anyone Over the Phone

208 Pages·2006·1.01 MB·English

by  Renee P. Walkup

AdvancepraiseforSellingtoAnyoneOverthePhone:
‘‘ThetipsandsuggestionsinSellingtoAnyoneOverthePhonemadea
bigimpactoneveryoneinourgroup.We’vechangedthewaywe
interactwithoneanotherandhowwe‘deal’withourcustomers.Itruly
believethatwehavewonbackcustomersasadirectresultofthese
ideas.’’
—MiriamZeigler,President,I.KELACompany
‘‘It’sfunnyhowIspentthefirstsixmonthsinmysalespositionjustcalling
andtryingtomakecontactwithpeople.Now,Iplanbeforeeverycall,
listentowhattheyhavetosay,andmostofall,usethe‘tellmeabout...’
insteadofusingdirectquestionsforayesornoanswer.Usingjustthese
simpletechniqueshashelpedme200percentinsellingbyphone.’’
—DavidL.McCorkle,BusinessDevelopmentManager,
InformaResearchServices
‘‘Thisisamust-haveforallphonesellingprofessionals.Itprovides
informationyoucanusetoimmediatelyengageyourclientsonevery
call.Everytipprovidedisessentialtoimprovingyourpersuasiveskills
onthephone.’’
—ChristosChristou,Jr.,QualityAssuranceManager/Solutions
DevelopmentProjectManager,EMGCorp.
‘‘SellingtoAnyoneOverthePhoneprovidedexcellentassistancetoour
salespersonnel.Mysalespeopleareapplyingthepracticalanduseful
toolsintheirdailysalesroutines.Thankyou!’’
—NelsonT.Coe,EastRegionalVicePresident,
KintetsuWorldExpressUSA,Inc.
‘‘ReneeWalkup,atoptrainerintheindustry,doesanexcellentjobof
communicatingherknowledgeandenthusiasminthisbook.Herability
torelatetoeveryonemakesheroneofthemosteffectivetrainersIhave
everused.IhighlyrecommendthatyouexploreWalkup’sproven
methodsinthisnewbook.’’
—CherieMarchio,ExecutiveVicePresident,InternationalThomson
‘‘Iamconstantlyandpleasantlyremindedoftheneweffectivenessour
folkshavelearnedfromthismaterial,asallthereps’vocabulariesnow
include:‘tellme . .. ,’‘Ineedtospeakto . .. ,’and‘I’dliketoaskyou
acoupleofquickquestions.’Theyareusingthe‘tonguetrick’quiteabit
too.’’
—MoniqueO’Brien,RegionalManager,HarcourtAchieve
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PAGEii
Selling to Anyone
Over the Phone
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PAGEiv
Selling to Anyone
Over the Phone
Renee P. Walkup
with Sandra McKee
Foreword by Karen Robinson
CEO of PrimePoint Media
AmericanManagement Association
NewYork•Atlanta•Brussels•Chicago•MexicoCity•SanFrancisco
Shanghai•Tokyo•Toronto•Washington,D.C.
.................11375$ $$FM 06-02-0512:00:05 PS PAGEv
SpecialdiscountsonbulkquantitiesofAMACOMbooksare
availabletocorporations,professionalassociations,andother
organizations.Fordetails,contactSpecialSalesDepartment,
AMACOM,adivisionofAmericanManagementAssociation,
1601Broadway,NewYork,NY10019.
Tel.:[phone].Fax:[phone].
Website:www.amacombooks.org
Thispublicationisdesignedtoprovideaccurateandauthoritative
informationinregardtothesubjectmattercovered.Itissoldwiththe
understandingthatthepublisherisnotengagedinrenderinglegal,
accounting,orotherprofessionalservice.Iflegaladviceorotherexpert
assistanceisrequired,theservicesofacompetentprofessionalperson
shouldbesought.
LibraryofCongressCataloging-in-PublicationData
Walkup,ReneeP.,1957–
Sellingtoanyoneoverthephone/ReneeP.Walkup,withSandraMcKee.
p. cm.
Includesindex.
ISBN0-8144-7284-2(pbk.)
1. Telephoneselling. I. McKee,SandraL.,1952– II. Title.
HF5438.3.W34 2006
658.8(cid:2)72—dc22
2005011786
(cid:2)2006ReneeP.Walkup
Allrightsreserved.
PrintedintheUnitedStatesofAmerica.
Thispublicationmaynotbereproduced,
storedinaretrievalsystem,
ortransmittedinwholeorinpart,
inanyformorbyanymeans,electronic,
mechanical,photocopying,recording,orotherwise,
withoutthepriorwrittenpermissionofAMACOM,
adivisionofAmericanManagementAssociation,
1601Broadway,NewYork,NY10019.
Printingnumber
10 9 8 7 6 5 4 3 2 1
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Contents
Foreword ix
Acknowledgments xi
Introduction 1
CHAPTER 1 Polishing Your PhoneSales Tools 7
CHAPTER 2 The PLAYINGProcess 23
CHAPTER 3 Identifying PersonalityTypes Over the
Phone 37
CHAPTER 4 Getting GatekeeperstoWork for You 55
CHAPTER 5 Planningand Tracking 71
CHAPTER 6 Setting Up forSuccess 89
CHAPTER 7 Listening Through the Words 105
CHAPTER 8 Asking High-ValueQuestions 123
CHAPTER 9 Selling Through Objections 143
CHAPTER 10 Negotiating theClose 163
vii
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viii Contents
Appendix A PEAKPersonality Type Assessment 183
Appendix B PowerfulProposals That Sell 185
Index 189
About theAuthors 195
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Foreword
The number one predictor of successful salespeople is their ability to
connect with their customers. In the years leading up to the present,
the best sales executives have accomplished this by having multiple,
face-to-face meetings. However, the demands on our clients’ time,
coupled with the increasing expense and frustration of travel, have
minimized ourability to actually meet with clients.
Managers continue to look for innovative, but successful, tech-
niques that can help our sales teams continue to connect with their
clientsremotely.Thisbookhasgivenacompellingargumentthatthe
old-fashioned telephone can in effect be ‘‘themost important selling
tool’’intoday’s hectic environment.
Selling to Anyone Over the Phone successfully conveys how the
phoneiscriticaltoasalesperson’ssuccess.Moreimportant,thebook
provides detailed steps on how to improve your telephone selling
skills, regardless of whether you are selling a $50 yard service or a
$500,000new telecommunications system.
As an experienced sales pro, with twenty years as the CEO or
head of sales for a number of companies that have sold everything
fromtelecommunicationsproductstoearlystagetechnologytoalter-
native outdoor advertising, I was impressed to read the clear and
ix
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