In order to sell someone, you first have to get them to book a meeting with you. And as salespeople know, this is far easier said than done.
Reps make countless calls each day, hoping and praying that one of their prospects will pick up the phone. Finally, someone does -- and what do they say?
"I'm too busy for this."
"Can you just send some information?"
"Is this a sales call?" *Click.*
You probably didn't even get the chance to pull out your attention-grabbing statistic or perfectly phrased value proposition before the call ended. Back to square one.
If salespeople can even slightly boost their odds of booking that critical first meeting, their pipelines will be in good shape. At an AA-ISP's Inside Sales Leadership Summit, Mike Scher, CEO of Frontline Selling, shared a three-step process proven to increase the chances of an appointment.
"We looked at different reps and the ones that were most effective did three very simple things every time they had a key player on the phone," Scher said. "Those three steps are called disarm, purpose, and question."
How to Set an Appointment
Disarm: Get them to lower their guard.
Purpose: Explain why you are calling.
Question: End with a specific question on how to accomplish your purpose.
1. Disarm: Get them to lower their guard.
On the off chance a buyer actually answers the phone, one thing is certain -- they're busy. With this in mind, Scher said that reps with the highest connection rates acknowledge this fact up front.
"Introduce yourself and your company and acknowledge they're busy," Scher said.
For example: "Hi, this is Ann Jones with ABC company. I'm sure I caught you in the middle of something.”
Why introduce yourself? Scher pointed out that people are naturally suspicious when they pick up the phone (who is this, anyway?), and the best way to get them to lower their guard is by saying outright who you are and where you're calling from.
"Disarming them gets their attention off whatever else they're doing and gets them focused on you," Scher said.
2. Purpose: Explain why you are calling.
Every sales rep knows the point of a first call is to set up an appointment. Surprisingly, however, "the number [of reps] that actually ask for an appointment is very small," Scher said.
After disarming the prospect, Scher advised reps to dive into their purpose -- asking for a meeting. He gave an example: “The purpose of this call is to get 20 to 30 minutes to discuss how we can reduce your operating costs by 20%.”
Why 20 or 30 minutes? Scher explained that this block of time was deliberately chosen.
"When you ask for less than a 20- or 30-minute block you're doing yourself a disservice," he said. "Lots of times, people ask for five or 10 minutes -- all you're doing is indicating it's not important."
3. Question: End with a specific question on how to accomplish your purpose.
Scher advised reps to end their prepared speech with a specific question.
"Ask a question on how to accomplish your purpose," Scher said. "'Would Tuesday at 10 or Wednesday at 2 work best for such a call?' If we ask the question, they have to answer it."
That is ... unless they don't. An audience member brought up the fact that a prospect might ignore the question entirely and ask, "What is this about, anyway?" In this case, Scher recommended a rinse and repeat -- disarming, stating the purpose, and asking a question all over again.
If the prospect still evades an appointment after three cycles of this process, Scher suggested sending a piece of informational content -- in a calendar invite.
"The obligation for them to read the materials will never be higher than at [that moment], so use that opportunity to lock down the appointment," Scher said.
How to Ask for an Appointment Over the Phone
If you're speaking to the prospect on the phone, there are additional tips you can use to book an appointment with them.
1. Understand their level of interest.
During your initial call with the prospect, communicate the purpose of the meeting you'd like to book with them. Will your solution give them the benefit of lower costs, more revenue, or gains in efficiency?
Listen for their interest level once you communicate the purpose of the meeting. If they're skeptical, carry on with the conversation, but don't push too hard for an appointment. Instead ask, "Would you be interested in having an initial conversation about [solution/benefit]?"
If the prospect is interested in your solution, move the conversation forward with questions like, "I'd love to have an initial conversation with you about [solution/benefit]?. What's the best way to book time on your calendar?" or, "When's a good time to discuss [solution/benefit] in more detail?"
2. Communicate the value of the appointment.
What does the prospect have to gain from meeting with you? Instead of focusing on selling your product, let them know the value the meeting will provide for them. Whether you can help them solve a problem or offer advice, let them know what they'd get in return from the meeting.
3. Give them a choice.
Providing the prospect with a choice of meeting times keeps them engaged in the conversation. Ask them, "We can meet this Wednesday at 2:00 PM. Or does next Monday at 3:00 PM work better with your schedule?"
Move the conversation forward by avoiding "yes or no" questions. By giving them options, they'll have to make a choice -- and by suggesting different meeting times, that choice will likely lead to an appointment.
With these steps and tips, you'll be able to book a meeting with anyone. And to learn more, check out these techniques to create the perfect pre-meeting email template next.
Originally published Feb 20, 2019 7:30:00 AM, updated April 12 2019