Thursday, January 15, 2009

Game On!

Like many of you, I receive a lot of cold calls from a variety of organizations seeking to sell me a product that may or may not be of any use whatsoever. Having been involved in sales and customer support, I know many of the techniques. If I take the call, I'll usually get politely to the point and cut through the pitch to the next action step.

If I can't take the call, but the sales rep asks me to return the call, I will out of respect. (I know that's sort of strange, but having made these kinds of calls, it really bugged me when church leaders said they'd call back and didn't. Can you say integrity?) Anyway, I just returned a call from a couple of days ago. Unfortunately, I called at 9:15. And the representative was not expecting my call. So, she wasn't prepared. The excuses included everything from "my computer is slow, what church did you say you were calling from," to "what is your zip code so I can look you up."

Needless to say, the call was brief, I didn't buy anything, and probably won't in the future. In retrospect, she could have benefited from  Art Sobczak’s Telesales Blog.

For the notepad:
  • If I ask someone to return my call, have my game on when they do. Be ready with the pitch or elevator speech to move the conversation to a point that is mutually beneficial.
  • If I promise to make a callback, deliver with integrity. James 5:12 says "Let your yes be yes, and your no, no."

No comments: