BREAKING THE VOICE MAIL BARRIER by CJ Hayden, MCC
Even if you never place a cold call, you still have to reach people
by phone. That customer who was so interested last month never
called you back, and now you must call her. You call once, twice,
three times, but you can't get her in person. How can you manage
to close a sale if all you ever get is voice mail?
Doing business in the age of voice mail can be extremely frustrating.
While it is true that some people leave their voice mail on all the time,
you can sometimes get through by calling off hours. Try calling
before 8:30 or after 5:30. You may also find people at their desks
during the lunch hour.
So should you keep calling or leave a message? Actually, you
should do both. Assume that most people won't call you back,
so just keep right on calling them.
Josiane Feigon, principal of the telesales training and coaching
company, Telesmart Communications (www.tele-smart.com),
suggests that you try pressing "0" or "0"# to transfer to the
receptionist. That way you can verify that the person you are
trying to reach is still in the same job position, and find out
when they are expected to be in.
Whether you reach your prospects or not, never make them
wrong for not returning your calls. Rather than saying, "I haven't
heard from you," let them know you are eager to speak with
them, and wanted to try again while you were in your office.
Feigon recommends, "As a rule, try not to leave any more than
three voice mail messages over a 10-day period of time and
then lay off for a month."
Speaker and trainer Melinda Henning of Doing Business by
Phone (http://www.melindahenning.com) says that the way to
deal with voice mail is to use it as an advertising medium. In
other words, leave a voice mail commercial. Especially if you
are cold calling, Melinda suggests that you compose a series
of different commercials, each one revealing some new and
interesting fact about your business, and another reason for
someone to speak with you.
Whenever you leave a message, include some incentive for
the person you are calling to have a live conversation. "I would
like to introduce myself" is not a reason for prospects to talk to
you. Why should they care? Tell them what it is you think you
can do for them in their own unique situation. And do it in
30 seconds -- no one likes long voice mails from strangers,
and the delete key is at their fingertips.
Look for some connection between you and the person you
are calling that you could put in your message. A mutual
acquaintance, membership in the same association, or having
attended the same event are all worth mentioning. If you have
seen them speak, or read about them in the news, compliment
them on it. Be warm, friendly and upbeat, so your message is
a pleasure to listen to.
If you have called, left messages, and still can't get through to
the person you want, send an e-mail. Many people will quickly
respond to e-mail because it is easy. If you can interest them in
what you have to offer (without revealing all the details), they
may be willing to set up a phone appointment with you to find
out more. When you don't have the person's e-mail address,
try finding it on the company's web site or asking the receptionist.
Should you ever stop calling? That depends on the value of the
potential sale. A $1000 sale might only be worth two or three
calls to you, but a $10,000 sale would certainly pay for many
more. Every salesperson has a story about a customer who finally
said yes after the 17th phone call, so if it seems worth it, don't quit!
C.J. Hayden is the author of Get Clients NOW! Thousands of
business owners and salespeople have used her simple sales and
marketing system to double or triple their income. Get a free copy
of "Five Secrets to Finding All the Clients You'll Ever Need"
at http://www.getclientsnow.com
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