by Tony Vidler
Bringing the phone call to a close successfully, and achieving your initial objective, is the ultimate point of a structured telephone track.
It is the end goal.
There is just a little bit of thought and structure to it – but not too much – and it is probably the easiest part of the entire telephone call. Even though the adviser often thinks this is the big tension point, the reality is it should be a bit of an anti-climax if done well.
As I have stressed throughout this video mini-series, there is structure and methodology in building the entire telephone track, and it is that deliberate approach which minimises the stress and tension – and leads to an effective conversation which has a purpose, a direction and a clear goal.
That sure sounds a lot like “sales technique” doesn’t it? It sounds like that because it is sales technique. We all have to be able to sell on the telephone, and that is a whole lot harder than doing in in person. The absence of body language and verbal cues makes communication a little more difficult unless we think and prepare carefully beforehand about how to be most effective. It is important to understand that an effective telephone track is not a sales script. We are not talking about coming up with a set of clever words designed to trick someone into giving you a “yes”. We are talking about constructing and delivering a message in such a way that people can easily comprehend it and engage with you. The process looks like this:
It is about creating and managing a conversation deliberately!
In this weeks video we finish the mini-series by addressing how to close out the phone call to successfully get the outcome you want….