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Ten Secrets to Better Telephone Calls- Part 1
There is a crisis of discipline in the recruiting
profession. Your biggest challenge is not just
learning how to sell and recruit over the phone, but
staying on it. And the longer you are in recruiting, the
harder it is to stay on the phone.
- Expect to get the business.
If you don't expect to get it, they won't even talk to you. Act as if you deserve to get through the
gatekeeper and that the executive is so lucky to hear from you. This is critical, and if you don't start
thinking this way, you might as well quit your sales job and go back to doing whatever it is you were doing
before. Senior level executives can sniff out a phony on the phone and just like a dog, they can smell fear
from a very long distance. If they smell it on you, they won't take you seriously and your call is over before
it ever started.
- Stand up with your hands on your hips, feet at shoulder width.
Your physical presence comes through on the phone. Have your best Mr. T "I pity the fool" face on and be
aggressive. Be aggressive. Be aggressive. (Note: This does not mean aggressive with other people. In
sales, if you want to do it right, you are never a pressure builder. You are always a pressure valve. Seek
ways to relieve pressure in the lives of others. Your aggressiveness is only displayed by you hitting the
phones aggressively and staying on the freaking telephone.)
- Record your phone calls.
I am not a lawyer, so check with yours to see if this is legal. In most states, as long as one person knows
the call is being recorded, then it is legal. You record your calls so you can hear how you REALLY
sound…not how you think you sound. (Or on your initial recording state that calls may be monitored to
ensure quality). I started doing this five years into recruiting after I started to achieve some great
success…and I was horrified to hear how amateurish I sounded after all those years. If you're a veteran
recruiter, you really need to consider going back to the basics and listening to how you really sound. You'll
be shocked and amazed. Just go to Radio Shack and tell the geeky sales clerk you need a device to
record phone calls, and when he's done putting you on their perpetual mailing list, he'll get it for you.
- Use a script or a guide.
I don't care how experienced you are in the business, you need something to keep you on the phone. You
will be distracted by the sound of another line ringing, or someone walking past your desk, or an email that
you see pop up on your monitor. You are only human and need a security blanket, even if you are a big
boy or girl. It always helps to have something on hand to make yourself sound like a polished professional.
Here's an exercise to help you create scripts that work: Do it in a group of your peers. Sit down with your
peers over a beer on a Friday afternoon, and create your best sales scripts. First, diagram the sales call.
What is said first out of your mouth, what are their responses, and what are your reaction to each of their
possible responses. There will probably be only five or six objections that your prospects will ever tell you.
Come up with the best rebuttals you can for each of them as a group. Then, create a document of scripts
that you and your colleagues can refer to when you're on the phone. If you hesitate when you are on the
phone, it will cost you a sale. And any sale that you don't get will go to your competitor, which makes it
twice as worse.
- Plan your day at the end of the day.
Before you end your day, plan your next day. Plan out each series of calls, and group them together. If
you are going to be calling executives in Chicago in the morning, group those calls from 8:00 am to 10:00am. If you are calling clients for follow ups, then schedule those calls from 10 am to 11 am. And if you are
calling customers for customer service calls, then call them from 11 am to noon. You get the picture. You
want to group each type of call into a series of the same type of call. Each process has a beginning, a
middle, and an end. Every time you shift your efforts from one activity to another, you lose effectiveness.
Don't do that to yourself. Keep yourself focused on one singular activity at a time. Otherwise, you become
scattered and ineffective. Stay on the phone by staying focused on one task at a time, one series of calls
at a time, one type of call at a time.
Read part 2
- Scott Love
Scott Love gives recruiters a step by step system that anyone can learn. If others can be successful in this business, so can you. As a consultant and trainer to the industry, Scott has helped organizations get better margins by improving their operational performance and client development strategies, and has helped recruiters to master the business and get better production with more peace of mind. Over 2,500 search firms and staffing agencies in sixteen countries have invested in their own performance improvement through his educational tools, seminars, consulting services, and training programs.
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Copyright © 2012 Scott Love