The following “play list” includes examples of actual calls. Listen to each call and you will get a good feel for the type of situations you will encounter. Pay attention to the conversations and begin to practice ways you would have handled the call.
Good example of a cordial introduction and getting to the point. Good tactic to get the appointment on the calendar with the promise of following up
Good example of working to qualify by asking questions better understand the opportunity.
Good example of rescheduling an appointment and overcoming objections.
Reply to Who We Are
The prospect will often times be confused with who we are exactly. This call is a good example of the prospect asking who we are and then being accepting and interested after the answer was given.
Confirming an Appintment
Good example of confirming an appointment ans setting the expectation of the meeting. Notice that he states the “goal” of the meeting and clarify’s who will be at the meeting. He obtained valuable information about the appointment and found the value in moving forward with the appointment.
Leaving a Message
This is a good example of leaving a clear message stating who we are and that we have had contact before. There are also subtle clues that we have made several attempts to connect. the idea is that the prospect will understand that and become inclined to respond.
Leaving a Message
Most your calls will be to voice mails. You will want to keep your voice message very brief, but with pertinent content. This call is a good example of that.
Following up from a LinkedIn Message
This prospect was first reached out to through LinkedIn showed interest in meeting. The ADR, before scheduling the meeting called the prospect to qualify, clarify and to set expectations.
Taking an Inbound Call
Good example of persistence in attempts to connect with a contact and finally getting them to call back. Good use of words and phrases to set the prospect at ease. Be sure to be clear with where and how the meeting will take place.
Inbound Help Call
This call is an example of coordinating calendars and meeting time and place in behalf of another ADR. This call demonstrates good teamwork. Notice the clear an cordial manner of handling the IB call. (intro: “This is Jacob, how may I help you?”)
Making a Cold Call
This is the first call that this ADR had with a prospect. I would encourage keeping the “presentation” shorter, but this is a good example of asking questions and giving purpose to meet and getting right to it by suggesting times to meet. Be sure to listen intently.
Tax Accounting Pros IB Call
ADR’s also handle calls from prospects needing the Tax Accounting Pros services. This is a new project for us and although the process is similar to Now CFO, we are still getting a handle on how to best deal with these type of calls, but this is an example.
Qualifying a Prospect
This is a good example of a good call, but not qualified prospect. Good rapport was established and presentation. This is how you would offer alternative action from the appointment.
Speaking to the Receptionist
Many of your calls will have to go through the receptionist. Be brief and avoid giving too much detail. Attempt to get to the voicemail. Sometimes the receptionist will be “off-balance” as they try and figure out who you are and why you are calling.
The most effective strategy for creating rapport is to discover commonality. When you create something in common, the energy of a conversation moves to a higher level.