Page 1 of 4 Why Don't they Return your Calls?

Why Don't they Return your Calls?
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August 2013
IN THIS ISSUE
DON'T ASSUME ANYTHING
TWO DOMINANT REALITIES
Why Don't they Return your Calls ?
Dear Patrick,
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We've all had it happen to us, and it's one of the most frustrating
experiences in business.
You met with your prospective client, and it was an exciting and
productive meeting. You established good rapport, you listened
well and learned their major issues, you talked about your unique
value propositions, and you felt confident that this sale would
move forward to signature. You followed up with a thank you
note, and you proceeded to the next step in your sales process.
And then the prospect went "dark" on you. Several days of
emails, voicemails, and calls not returned ensue, and you are
now tearing your hair out in frustration. What happened? Why
aren't they returning your calls? What did you do wrong? How
can you recover the sale? Why did they go silent?
There are many potential "reasons why" and this month's
newsletter will deal with some of the major causes for "clients
gone silent." Read on.....
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Why Don't they Return your Calls?
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DON'T ASSUME ANYTHING If our calls are not being returned, we automatically assume the
worst. I think it's in our natures that when there is no logical
explanation we begin to invent one. I have no idea why the human
mind is wired this way, but we somehow have a knack for assuming
the worst and worrying ourselves to death about it.
The prospect is not returning your calls/emails, so what does this
mean? Often times it means NOTHING. I can report that
hundreds of times clients of mine called me back out of the blue, after several days or weeks of no
communication, and told me about how excited they were to be working with me. I was worrying
about it, thinking I had done something wrong, counting on the worst case scenario when in actual
fact the customer was:
-- on vacation
-- consumed with more important business issues
-- tied up in out of town meetings
-- someone in the family had a huge emergency
-- death in the family, marriage in the family, divorce
-- whatever....
In my experience, about 40% of these "gone silent" cases are nothing to worry about. A little
patience is required. Better yet, spend the time prospecting to 10 more new clients and stop
worrying about the one that may be slipping away. Focus on creating positive motion forward!
CAREFULLY REVIEW YOUR SALES PROCESS https://ui.constantcontact.com/visualeditor/visual_editor_preview.jsp?agent.uid=11143226... 8/14/2013
Why Don't they Return your Calls?
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Almost every modern sales organization has a documented sales process which should be based
on Best Practices that are followed by their highest performing professionals. If you don't have it
documented, that should be your first step. Find out what your very best are actually DOING to
close so many deals, and get it documented and disseminated to the rest of your team. In most
companies, just doing this simple step leads to at least a 10% increase in sales
results.....immediately!
Next, review the steps you took in your sales process with the "gone dark" client and find out what
vital step was either missing, skipped, or not completed thoroughly. It helps to discuss this with
another person to get an objective viewpoint of the situation. Our human nature ensures that in
most cases we will justify our behavior to ourselves, and we'll make excuses for any
shortcomings. That's why you need an outside, independent observer to help you look at what you
actually did. It's really hard to take a critical view of ourselves, so that's where an associate can
be very helpful.
You could take the problem to your manager for an outside viewpoint, but that depends on how
experienced they are at managing salespeople. The good ones are supportive, and the bad ones
are punitive and threatening. Use your judgment!
The reasons why the prospect or current client doesn't return your call almost always come back
to VALUE, or the lack thereof. You didn't establish enough value in the previous meeting, and
therefore there's no compelling reason for them to take your call or pick up the phone and contact
you. Think about it this way: if their very LIFE depended upon talking with you, they would
absolutely take the call. The fact they don't call back indicates it's simply not that high of a priority
for them...ergo not enough value was established in the previous meeting.
Here's a workable approach to creating value, and it's also how to ensure they'll return your call.
In your earlier meeting, you must:
1.
2.
3.
4.
5.
6.
establish trust and rapport
ask questions and listen carefully, taking notes
find out what is their real problem/issue/need
briefly discuss the VALUE of what you do (services, product)
CONNECT the value you deliver to their core issue
indicate you may have some ideas to help resolve their problem, creating a storm of
interest and demand
7. schedule the next meeting to present these ideas
8. confirm the next meeting with them on the spot
Try this on your next call, and you'll see some great results!
MAKE IT BIG: The Ultimate Profit Generator
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Why Don't they Return your Calls?
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We're delighted to announce that our revolutionary, spectacular, eagerly-anticipated, and proven
online Sales Training System -- MAKE IT BIG: The Ultimate Profit Generator -- will be debuting
this fall.
This system is based on my first two books (Precision Selling and Find Lost Revenue), which
have been greatly expanded and enriched by over 10 years of additional research, discoveries,
and case histories with my clients. This online web-based training system will include audio and
video training sessions, accompanied by interactive exercises, homework and coaching. Within a
very short time, you'll be selling, influencing and persuading like a Master!
The system could also be called "Persuasion and Influence for the non-Salesman." After all, in
today's world Everyone Sells, and the lessons we've learned from professional salespeople apply
just as well to doctors, accountants, housewives, lawyers, firemen and business owners.
Several Webinar Preview sessions are currently being scheduled. If you haven't yet been invited,
just email ptmwiz@gmail.com to reserve your spot. Or call (949) 858-0755.
Here's to everyone's success!
Why we do what we do
We believe in the unlimited potential of human beings to be, do, or have
whatever they desire.
We believe that sales is not only about what you're doing, but rather who you
are being.
Our job is to help you tap into your core strengths, to re-ignite your belief in
yourself, and to take your performance to the maximum !
Sincerely,
Patrick McClure
Connexia Group
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