Applications Exercises:
You Don't Really Want to Buy, Do You?
Application Lesson 1
Because the telephone is so heavily dependent on the “audio” of your conversation with the
prospect it becomes critical. In this application lesson we are going to focus on the
communication process.
We will be using the methods used in the second application exercise of Lesson 1 to help us.
If you haven’t watched this video and done the exercises we recommend you complete it before
proceeding.
Exercise 1: Checking our communication cycle
Using some recently taped calls we are going to examine the communication cycles with the
prospect and look for the following:
Subject change
Look for cycles where you didn’t complete the cycle with the prospect. In other words, the
prospect said or asked something to which you did not give the answer the prospect would
expect, or where you changed the subject.
Here is a sample of a subject change where the prospect is not really getting what they asked
for.
- Prospect: I was wondering how your dashboard handles the graphic representations of
performance?
- Seller: We have a lot of ways to track performance let me show you the tools you can
use.
Another example would be if during the discussion of the dashboard the seller asked a no-related
question such as:
- Seller: What kind of volume are you going to be purchasing?
Any question by the seller that is not drawn from the conversation can be a reverse interruption.
Note as you listen for this, when it happens, if you see a change in tone during the interchange.
If you discover any of these reverse interruptions you should examine how they came about and what
you could have done differently to avoid the disconnection or even hard direction changes.
There are questions you don’t want to answer depending on where you are in your sales cycle. This
might include price early in the conversation when value has not been determined, or it may just
be information that requires background before it can be effectively handled. You should make note
of these items and construct effective transitions for the.
Confusions
Also look for places where you asked or said something that put the prospect in a confusion – where
they didn’t understand or didn’t know the answer or what was being asked for. If you asked the
receptionist for the person responsible for purchasing widgets – and she has no idea, this would be
such an example.
Confrontations
Now look for any part of the communication that could be considered confrontational. Ask yourself
why the confrontation came about? Then ask how it would be avoided in the future. Write it down.
Content value
Finally, look at the value of the information you are providing and try to determine if you are
relaying value.
Reviewing a number of calls as stated above will handle one of the two critical aspects of your
communication object (idea or thought being transmitted) – content quality.
Lesson 1 focused on and should have improved the other key item – audio quality.
When you have completed the above please proceed to
Application Lesson 2
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If you have any questions about these exercises or the associated video, do not heistate
to call or write. I will be glad to help.
Telephone: 408-460-7178
Email: Question@telesalesuniversity.com
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If you want to learn how
to sell on the telephone,
or manage inside sales
you're in the right place!
Sales & Management Educational Quizzes
On our www.penoyer.com web site.
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