I’m a huge fan of Jill Konrath’s book SNAP Selling!
Then one of my clients asked about a training class to teach salespeople how to have conversations with crazy busy prospects & customers.
You know who I mean – the ones who can’t see beyond what is in front of them –they can’t keep up with all of their immediate requests, never mind looking to the future.
This issue of A Chip off the Block gives you a taste of the class.
What do we talk about when they don’t have time to breathe?
What can you do with a prospect or customer who is so crazy busy that they can’t see a light at the end of the tunnel, let alone visualize a desired future outside that tunnel?
How can you begin the conversation to uncover ways we may be able to help them when all they can think of is the issue in front of them NOW.
A couple of safety tips as we get started;
- A cold call response of “nothing going on” is conversational resistance, not a reality! Acknowledge you’ve heard them and ask a question about what is keeping them busy between having things going on.
Note here: it is very likely that they are working on something but don’t know you so don’t want to share!
- If their proverbial hair is on fire: acknowledge you’ve heard them, ask for a 30-second synopsis, and ask if they want you to try to help. If the answer is no – let them go and call another day!
What we’re here to talk about today is when you are having a conversation – reminder – in the UpYourTeleSales World, a conversation is an exchange of ideas between two people.
- Not a presentation (you talking about your products/your services/you… you… you)
- Nor an interrogation (you rapid-firing questions, with them giving staccato-paced answers).
Write down one word that describes their tone of voice when you realize they really can’t see past the immediate – they can see a future that they would like to shape or have an impact upon, but it just seems impossibly far away. A couple that come to mind for me are defeated, tired, harried…..
What did you write down?
From The Class; Bored, Hopeless, Exhausted, Confused, Angry, Irritated, Distracted, Annoyed, Agitated, Distant, Ambiguous, Apologetic.
The Cause may be “the 4 Fs”
FRAZZLED – they can’t think about anything other than the immediate fire that needs to be extinguished.
FRUSTRATED – maybe they see what they think the future should be but can’t imagine being able to make it happen.
FUTILE – perhaps they know what needs to be done but have been shot down in the past.
FIZZLE – the fuse gets lit, yet never continues on so the fireworks never go off.
Before they can make any changes… whether they involve you or not… your prospects and customers must have 4 resources:
- Brainpower (to think about it),
- Time (to do it),
- Money (to make it happen).
- Initiative (the will to do it).
Additional Resources Needed – From The Class;
- Manpower (people to do it)
- Authority (to have other people agree)
- Approval (management has agreed to do it)
- Desire (they want to do it)
I said this would be about “How can you begin the conversation to uncover ways we may be able to help them when all they can think of is the issue in front of them NOW.”
The key is to let go of your desire to find an opportunity RIGHT NOW. Not easy, but critical.
To unlock the conversation, after you let go – you MUST meet them where they are right now, today.
That is how to have a conversation and begin to build a relationship – they believe you are a resource, not just another salesperson who is only interested in their money.
Remember, although that sounds simple – it doesn’t mean it is easy to do!
Catching my breath,
Lynn
ps: if that sounds like a class your inside sales team could use – click reply and let’s talk.