5 Cold Calling techniques that help you recover from disastrous sales calls

by on February 2, 2010 · 0 Comment POSTED IN: Selling Essentials Info Center

Cold calling techniques can help you recover from a sales faux pas

A true story: On a sales call a friend saw a picture of the customer standing next to sports personality John Madden. He asked, “How did you ever get your picture taken with John Madden?” The customer replied, “That’s my wife.” Ouch.
Most bad sales calls aren’t that awful, but they still cause problems, and can keep you from meeting your sales goals.

Here are five cold calling techniques to keep in mind if a sales call goes south:
RULE #1: Don’t Fall Apart
We’ve all been in situations where we are saying to ourselves, “This is bad. I am going down the tubes so quickly I can’t believe it.” You have a choice of losing it completely, getting rattled, or keeping your composure. You have a choice of either attempting to recoup from the problem or disengaging gracefully. Make sure you have a recovery amongst your cold calling sales techniques.
RULE #2: Don’t assume it’s over
A sales call that gets ugly doesn’t mean that every contact in the future will be the same or that the customer relationship is damaged forever. A horrible sales call, perhaps involving a fouled-up presentation, may be uncomfortable. But the sale isn’t just about you. Your product may still be necessary, or a better value than that of your competitor, and well positioned for increased orders in the future. Your pain or embarrassment may well be only temporary.
RULE #3: Don’t Dig yourself into a Deeper Hole
Everyone goofs now and then. We say silly, stupid or unprofessional things. Or we make a mistake or blunder. We are late, or come unprepared. Sometimes it is best to just take a humble approach, acknowledge your shortcomings and apologize. Those who think that they are so Simple cold calling techniques like a sincere apology goes a long way toward restoring trust.
RULE #4. Seek Empathy
Suppose you took a big order from the customer, handled it yourself and they ended up with a large shipment of the wrong merchandise. You and you alone fouled this up. While you can’t immediately calm down the buyer, you might as well try to soften the blows and pave the way for future calls by “owning up.”
You might be surprised how often it happens that once you acknowledge what an “unforgivable” error you made and how badly you feel, the customer will move on after he or she has had a chance to vent.
RULE #5: Examine what happened, and Learn From it
Examine why the call was a disaster. Was it because you didn’t do enough homework in advance of the call? Did you not allow enough time to arrive early and prepare mentally? Did you not listen? Did you make assumptions before or during the call, or not adjust to the style or personality of the customer?
If so, these are all problems that you can correct, with some extra thinking and training about your cold calling techniques.

Based on material from Geoffrey James at www.bnet.com

Leave a Reply


Request a Free Demo

We'd love to show you how this industry-leading training system can help you develop your team. Please fill out this quick form or give us a call at 877-792-2172 to schedule your one-on-one demo with a Rapid Learning Specialist.