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Alex Goldfayn. Pick Up The Phone and Sell
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PICK UP THE PHONE AND SELL
CHAPTER 1 THE LOST ART OF PROACTIVE CALLING IN THE SALES PROFESSION
DOWNLOAD YOUR PICK UP THE PHONE AND SELL TOOLS
CHAPTER 2 AN EXECUTIVE SUMMARY: HOW TO PICK UP THE PHONE AND SELL
CHAPTER 3 LEAD WITH THE PHONE: MAKE IT THE TIP OF YOUR SELLING SPEAR. DEFINITION: WHAT IS A PROACTIVE CALL?
PROACTIVE CALLS FEED THE SALES MACHINE
PHONE FIRST: LEAD WITH THE PHONE
PICK UP THE PHONE SUCCESS STORY
THREE TO FIVE CALLS A DAY
CHAPTER 4 THE PHONE IS THE SINGLE MOST EFFECTIVE AND UNDERUSED SELLING TOOL WE HAVE
REASONS THE PHONE IS THE SINGLE MOST EFFECTIVE SELLING TOOL. Phone Calls Feed the Machine
You and Your Customers Have a Phone within Arm's Reach Almost Always
You Will Stand Out from the Crowd
PICK UP THE PHONE SUCCESS STORY
PHONE CALLS MAKE US SINGULARLY MEMORABLE, BUT EMAIL MAKES US FORGETTABLE
The Customer Gets to Experience That You Care
You Will Build Relationships in Record Time
Proactive Calls Take Timing Off the Table
WHAT ABOUT MEETINGS?
CHAPTER 5 WHY WE AVOID THE PHONE
PRACTICAL REASONS WE DON'T PICK UP THE PHONE
You're Very Busy – Calls and Customer Requests Come in All Day
The Customers Who Call Are Usually Upset, and Who Wants More of That?
As a Result, You Don't Like the Phone
You Simply Don't Have a System for Using the Phone Proactively
MINDSET ISSUES FOR WHY WE DON'T PICK UP THE PHONE
CHAPTER 6 THE PHONE COMPARED TO OTHER SALES COMMUNICATIONS PATHWAYS
THE PROACTIVE CALL
IN-PERSON MEETINGS
VIDEO CONFERENCES
TEXT MESSAGES
HANDWRITTEN NOTES
LINKEDIN AND OTHER SOCIAL MEDIA
EMAIL
CHAPTER 7 PLANNERS AND TRACKERS TO HELP YOU PICK UP THE PHONE AND SELL
CREATE YOUR TARGET 60: A RUNNING LIST OF CUSTOMERS AND PROSPECTS YOU WANT TO COMMUNICATE WITH
PLAN YOUR PROACTIVE CALLS FOR THE WEEK
FINALLY, LOG YOUR CALLS
CHAPTER 8 IT'S IMPOSSIBLE TO OUTSELL YOUR MINDSET
SPORTS AS A PARALLEL
WHY IT'S IMPOSSIBLE TO OUTSELL OUR MINDSET
THE MINDSETS THAT MAKE PROACTIVE CALLING EASY
Confidence
Belief
Enthusiasm
Positivity
Optimism
Gratitude
THESE MINDSETS GO TOGETHER
OUR MINDSET IS NEITHER FIXED NOR PERMANENT – YOU CAN DEVELOP IT
You Develop These Mindsets Simply by Choosing to Do So
CHAPTER 9 FEAR IS THE ENEMY OF PICKING UP THE PHONE
ON FEAR IN SALES
FEARS ARE NOT GROUNDED IN REALITY
SO, WHAT DO WE DO ABOUT THIS FEAR?
Here are the four possibilities that are most likely to happen:
CHAPTER 10 LET'S TALK ABOUT OUR SPECIFIC FEARS AROUND PHONE SELLING
REMEMBER THAT YOU'RE MOSTLY CALLING PEOPLE YOU KNOW
THE FEAR: I DON'T WANT TO BE SEEN AS A USED CAR SALESPERSON
The Reality: Your customers and prospects want to hear from you, and they appreciate it
THE FEAR: I DON'T WANT TO BOTHER THE CUSTOMER
The reality: You are not bothering them – you are helping them
THE FEAR: THEIR PHONE IS ALREADY RINGING OFF THE HOOK
The Reality: Almost nobody is calling proactively
THE FEAR: IF THEY WANT TO TALK TO ME, THEY'LL CALL ME
The Reality: Most of your happy customers are not calling you, and they are on autopilot
THE FEAR: I DO NOT ENJOY GETTING PHONE CALLS, SO PEOPLE OBVIOUSLY DO NOT LIKE TO TALK ON THE PHONE
The Reality: Calls from helpful, prepared providers are nearly non-existent
THE FEAR: NOBODY ANSWERS THEIR PHONE ANYWAY, SO WHY BOTHER?
The Reality: Voicemails tell your customers you care, and many will lead to return calls
A FINAL NOTE ON FEAR – THESE ARE OUR DISCOMFORTS
CHAPTER 11 BELIEVE IN YOUR VALUE AS MUCH AS YOUR CUSTOMERS DO
PROACTIVE CALLING SUCCESS STORY
CHAPTER 12 PERSEVERANCE IS A SALES SUPERPOWER
THE DEFINITION OF PERSEVERANCE
OURS IS A REJECTION PROFESSION
Nobody Gets Rejected More Than Salespeople
The Rejections Get Us to the Wins
SALES SUCCESS IS LIKE A RARE AND VALUABLE ROOKIE CARD
PERSEVERANCE IS TWICE AS IMPORTANT AS TALENT OR TECHNIQUE
THE NEXT EFFORT MAY BE THE ONE THAT GETS IT DONE
PERSEVERANCE EVEN WHEN IT FEELS HOPELESS
HAVE FAITH IN YOURSELF AND THE PROCESS
TWO KINDS OF PERSEVERANCE
THE CRITICAL IMPORTANCE OF MULTIPLE EFFORTS
WHO DESERVES FOR US TO PERSEVERE?
AND, AT THE TOP OF THE LIST OF THOSE WHO DESERVE FOR YOU TO APPLY PERSEVERANCE TO YOUR SELLING WORK: YOU!
CHAPTER 13 THE FIRST PHONE CALL IS THE ANSWER!
JUST MAKE THE FIRST PROACTIVE CALL
PICK UP THE PHONE SUCCESS STORY
CHAPTER 14 HOW PROACTIVE CALLS CAN FIT INTO YOUR SALES PROCESS
WHAT PROACTIVE CALLS CAN DO FOR YOU
BUILDING RELATIONSHIPS WITH PROSPECTS BEFORE YOUR SALES CONVERSATION BEGINS
START NEW SALES CONVERSATIONS WITH NEW PROSPECTS
PROGRESS EXISTING OPPORTUNITIES TOWARD A QUOTE OR PROPOSAL
FOLLOW UP ON QUOTES AND PROPOSALS TO CLOSE THEM
BEGIN DISCUSSIONS ABOUT ADDITIONAL PRODUCTS OR SERVICES FOR YOUR EXISTING CUSTOMERS
NOTE: YOU KNOW THESE PEOPLE
PICK UP THE PHONE SUCCESS STORY
CHAPTER 15 PRE- AND POST-CALL COMMUNICATIONS
PHONE FIRST: MAKE CALLS THE FIRST COMMUNICATION IN YOUR SELLING WORK
THE OPTIONAL PRE-CALL COMMUNICATION
YOUR PRE-CALL COMMUNICATION
SEND A POST-CALL COMMUNICATION
YOUR POST-CALL COMMUNICATION AFTER LEAVING A VOICEMAIL
YOUR POST-CALL COMMUNICATION IF YOU TALKED WITH YOUR CUSTOMER OR PROSPECT
PICK UP THE PHONE SUCCESS STORY
CHAPTER 16 WHAT TIME OF DAY SHOULD YOU CALL?
EAT THE FROG
CHAPTER 17 HOW MANY CALLS PER DAY?
THREE PROACTIVE CALLS DAILY IS ENOUGH TO DRIVE UP YOUR SALES SIGNIFICANTLY
SO, HOW MANY CALLS PER DAY IS THE RIGHT NUMBER?
PICK UP THE PHONE SUCCESS STORY
CHAPTER 18 THE POWER OF A POMODORO TIMER
WHY USE A POMODORO TIMER?
HOW TO USE IT
PICK UP THE PHONE SUCCESS STORY
CHAPTER 19 ALWAYS LEAVE A VOICEMAIL: SIMPLE SCRIPTS TO GET YOUR CALLS RETURNED
COMPONENTS OF AN EFFECTIVE VOICE MESSAGE
YOUR VOICEMAIL SCRIPT IF YOU'RE CALLING SOMEBODY YOU KNOW: OPTION 1
YOUR VOICEMAIL SCRIPT IF YOU'RE CALLING SOMEBODY YOU KNOW: OPTION 2
A VOICEMAIL SCRIPT FOR SOMEBODY YOU DON'T KNOW: OPTION 1
A VOICEMAIL SCRIPT FOR SOMEBODY YOU DON'T KNOW: OPTION 2
SEND AN ELECTRONIC MESSAGE AFTER LEAVING YOUR VOICEMAIL
CHAPTER 20 AN EFFECTIVE PROACTIVE CALL HAS THREE PARTS
ALTOGETHER, EACH OF THESE CALLS LASTS 5 TO 10 MINUTES – NO MORE
Part One: The Opening
LANGUAGE IF YOU KNOW THE CUSTOMER OR PROSPECT
Language If This Is Your First Interaction
Part Two: The Shift to the Business
LANGUAGE FOR SHIFTING TO THE BUSINESS
The Reverse Did You Know Is A Miracle Sales Question
Part Three: Pivot to the Sale or the Next Commitment
LANGUAGE FOR PIVOTING TO THE SALE
LANGUAGE FOR PIVOTING TO THE NEXT COMMITMENT
MOST PEOPLE ARE CHALLENGED BY THE THIRD PART
CHAPTER 21 SILENCE WILL MAKE YOU RICH
IT'S OUR DISCOMFORT, NOT THE CUSTOMER'S
THE CUSTOMER SHOULD TALK AT LEAST 75% OF THE TIME
PICK UP THE PHONE SUCCESS STORY
CHAPTER 22 WHY IT'S CRITICAL TO LOG YOUR CALLS
PICK UP THE PHONE SUCCESS STORY
CHAPTER 23 YOU KNOW HUNDREDS OF PEOPLE WHO CAN BUY FROM YOU – CALL THEM!
CURRENT CUSTOMERS
PAST CUSTOMERS
CURRENT PROSPECTS
PAST PROSPECTS
THESE CALLS ARE LIGHTNING FAST
THE UPCOMING CHAPTERS
HOW TO PLAN WHO TO CALL
CHAPTER 24 CALL CUSTOMERS WHO CAN BUY MORE FROM YOU
ABOUT THIS GROUP OF CUSTOMERS
WHY CALL THEM?
YOUR SCRIPT: WHAT TO SAY TO CUSTOMERS WHO CAN BUY MORE. The Opening
The Shift to Business
Now, Pivot to the Sale
PICK UP THE PHONE SUCCESS STORY
CHAPTER 25 CALL CUSTOMERS WHO JUST RECEIVED PRODUCTS OR SERVICES
ABOUT THIS GROUP OF CUSTOMERS
WHY CALL THEM?
YOUR SCRIPT: WHAT TO SAY TO CUSTOMERS WHO JUST RECEIVED PRODUCTS OR SERVICE FROM YOU. The Opening
The Shift to Business
Now, Pivot to the Sale
PICK UP THE PHONE SUCCESS STORY
CHAPTER 26 CALL CUSTOMERS WHO HAVEN'T MADE THEIR REGULAR PURCHASE IN A WHILE
ABOUT THIS GROUP OF CUSTOMERS
How to Identify These Customers
Another Possibility That Happens Frequently
WHY CALL THEM?
YOUR SCRIPT: WHAT TO SAY TO CUSTOMERS WHO USED TO BUY SOMETHING REGULARLY BUT STOPPED. The Opening
The Shift to Business
Now, Pivot to the Sale
PICK UP THE PHONE SUCCESS STORY
CHAPTER 27 CALL CUSTOMERS WHO EMAIL YOU ORDERS AND INQUIRIES
ABOUT THIS GROUP OF CUSTOMERS
WHY CALL THEM?
YOUR SCRIPT: WHAT TO SAY TO CUSTOMERS WHO EMAIL ORDERS AND INQUIRIES. The Opening
The Shift to Business
The Pivot to the Sale
PICK UP THE PHONE SUCCESS STORY
CHAPTER 28 CALL CUSTOMERS WHO HAVE A QUOTE OR PROPOSAL
ABOUT THIS GROUP OF CUSTOMERS
The Customer Is Rarely Quiet Because They Don't Want to Buy
WHY CALL THEM?
YOUR SCRIPT: WHAT TO SAY TO CUSTOMERS WHO HAVE A QUOTE OR PROPOSAL. The Opening
The Shift to Business
Now, Pivot to the Sale
PICK UP THE PHONE SUCCESS STORY
CHAPTER 29 CALL CUSTOMERS YOU HAVEN'T TALKED TO IN THREE MONTHS OR MORE
ABOUT THIS GROUP OF CUSTOMERS
WHY CALL THEM?
YOUR SCRIPT: WHAT TO SAY TO CUSTOMERS YOU HAVEN'T TALKED TO IN THREE MONTHS OR MORE. The Opening
The Shift to Business
Now, Pivot to the Sale
PICK UP THE PHONE SUCCESS STORY
CHAPTER 30 CALL CUSTOMERS WHO USED TO BUY FROM YOU, BUT STOPPED
ABOUT THIS GROUP OF CUSTOMERS
How to Identify These Customers
WHY CALL THEM?
YOUR SCRIPT: WHAT TO SAY TO CUSTOMERS WHO USED TO BUY FROM YOU BUT STOPPED. The Opening
The Shift to Business
NOW, PIVOT TO THE SALE
PICK UP THE PHONE SUCCESS STORY
CHAPTER 31 CALL CUSTOMERS WHO ARE HOUSE ACCOUNTS AND RARELY HEAR FROM YOUR COMPANY
ABOUT THIS GROUP OF CUSTOMERS
WHY CALL THEM?
YOUR SCRIPT: WHAT TO SAY TO CUSTOMERS WHO ARE HOUSE ACCOUNTS. The Opening
The Shift to Business
Now, Pivot to the Sale
PICK UP THE PHONE SUCCESS STORY
CHAPTER 32 CALL PROSPECTS YOU'VE TALKED TO BUT WHO NEVER BOUGHT FROM YOU
ABOUT THIS GROUP OF CUSTOMERS
WHY CALL THEM?
YOUR SCRIPT: WHAT TO SAY TO PROSPECTS YOU'VE PREVIOUSLY TALKED TO. The Opening
The Shift to Business
Now, Pivot to the Sale
PICK UP THE PHONE SUCCESS STORY
CHAPTER 33 AN IMPORTANT NOTE ON COLD CALLING
CHAPTER 34 THE BENEFITS OF CALLING PEOPLE YOU DON'T KNOW … YET
PROSPECTS DON'T KNOW YOU ONLY ONCE: AT THE BEGINNING OF THE FIRST CALL
CALLING PEOPLE YOU DON'T KNOW QUICKLY BUILDS THE LIST OF PEOPLE YOU KNOW
YOU'RE FILLING YOUR PIPELINE AND INCREASING YOUR OPPORTUNITIES
MORE PEOPLE WILL GET TO BE HELPED BY YOU
CHAPTER 35 THERE ARE NO COLD CALLS, SO STOP THINKING ABOUT THEM THAT WAY
PERSONAL AREAS IN COMMON
PANDEMIC AREAS IN COMMON
BUSINESS AREAS IN COMMON
YOU HAVE ALL THIS IN COMMON – SO PLEASE STOP THINKING ABOUT THEM AS COLD CALLS
CHAPTER 36 HOW TO FIND PROSPECTS YOU DON'T KNOW YET
ASK YOUR CURRENT CUSTOMERS WHO ELSE BUYS WHAT YOU SELL
ASK YOUR CURRENT CUSTOMERS FOR REFERRALS OUTSIDE THEIR COMPANY
ASK KEY CONNECTORS FOR REFERRALS
MINE YOUR COMPANY'S PAST CUSTOMERS
CALL PROSPECTS YOU SIMPLY KNOW ARE BUYING ELSEWHERE NOW
IF YOU NEED EVEN MORE, GO TO LINKEDIN
PICK UP THE PHONE SUCCESS STORY
CHAPTER 37 SCRIPTS FOR QUICKLY WARMING UP COLD CALLS
YOUR SCRIPT: WHAT TO SAY TO PROSPECTS YOU DON'T KNOW (REMEMBER, THESE AREN'T COLD CALLS, BUT RELATIONSHIP CALLS OR HELPING CALLS) The Opening
Warming Up the Cold Call
The Shift to Business
The Pivot to the Next Commitment or the Sale
PICK UP THE PHONE SUCCESS STORY
CHAPTER 38 LET'S FOCUS ON WHAT WE CAN CONTROL
ACKNOWLEDGMENTS
ABOUT THE AUTHOR
INDEX
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