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Voice Mail Strategies for Sales Success: Part 2
October 08, 2007
By Colleen Francis
Last week we brought you tips on how to leave successful voice mail messages that would increase your return—and close rate. This week, take a detailed look at voice mail scripts and the methods your sales team needs to follow to increase your call back ration.
Three-Step Voicemail Success Script
If you decide that you want to leave a voice mail message, try this three-step process to dramatically increase your chances of getting a positive reply from your prospect.
This three-step approach works because it's non-threatening, honest and friendly—attributes that all salespeople should develop if they want to be successful. It also works because it means you have shifted your focus from trying to make a sale to trying to start a conversation. In doing so, you give your prospect the expectation that you can be trusted to keep your word, and you begin to build the rapport you need to win new business.
1. The First Call
Example: "Mr. X, this is Colleen from Engage Selling. Paul Smith suggested I call you because (insert Unique Selling Proposition statement or referral source or short reason for calling) Sorry I missed you today, I'll try to reach you again on DATE and TIME."
Make sure your tone is soft, non-threatening and friendly. You don't want to sound like a radio ad for a furniture liquidator. Plus, it's critical that you do call back exactly on the date and time that you say.
2. The Follow-Up
Example: "Hi, Mr. X. This is Colleen from Engage Selling calling because I promised to reach you today at TIME. Sorry I missed you. Paul Smith suggested I call you because (insert Unique Selling Proposition statement) I'll try you again on DATE and TIME."
Again, it's critical that you call back exactly when you said you would. Anything else would result in your being less than honest, and risk losing your local-market contact's confidence.
3. One Last Try
Example: "Hi, Mr. X. This is Colleen from Engage Selling calling, because I promised to reach you today at TIME. Sorry I missed you. I noticed that you've been difficult to reach and I'm wondering if that is because you're swamped at work, you are not interested in doing business with my company or I've been wrong at guessing the times you might be at your desk. Either is okay. If you wouldn't mind letting me know how to proceed, that would be great. I promised Paul I would be in touch with you, and that I would get back to him about our conversation. My number is 613-730-7700 ext 111."
The last reason for not reaching the prospect "I've been wrong at guessing the times you might be at your desk." Is the most important because you are taking ownership of the reason you can't reach the customer. You can change the other two reasons based on your specific sales situation. For example if this was a follow up call after a proposal was sent you might say "I'm wondering if that is because you didn't have a chance to see the proposal, you were unhappy with the pricing I sent or I've been wrong at guessing the times you might be at your desk."
Unless you are receiving an 80 percent call back ratio from your voice mails or better, you owe it to yourself to try something new. Take these ideas and make them your own.
Colleen Francis, Sales Expert, is Founder and President of Engage Selling Solutions (www.EngageSelling.com). Armed with skills developed from years of experience, Colleen helps clients realize immediate results, achieve lasting success and permanently raise their bottom line.
Sales & Marketing Management Magazine
This article is brought to you by Sales & Marketing Management, the leading authority for executives in the sales and marketing field.
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