C. Don’t just tell people your occupation or job title, but what benefits, solutions or outcomes you provide your customers in the form of a tag line. To read a variety of tag lines: www.ExpressionsOfExcellence.com/ARTICLES/taglines.htm
2. What do your customers listen to?
A. Sirius and XM satellite radio
B. National Public Radio
C. WII-FM
D. Nothing. They’re readers!
C. All customers listen to WII-FM: What’s In It For Me? Answer that question for customers and they’ll listen in “buy” mode.
3. What is an elevator speech?
A. A speech in which the speaker’s voice rises up two octaves.
B. A speech to inaugurate a new elevator in a building.
C. The creaking sound of an old elevator as its doors slowly close.
D. Your 16-second sound bite to introduce yourself and your business to strangers.
D. We all need a short, pithy, memorable sound bite to succinctly set ourselves apart from our competition when we introduce ourselves to strangers. It should be benefit-driven and catchy. Read samples here: www.expressionsofexcellence.com/sample_elevator.html
4. What is a cold call?
A. A call in which the sender and receiver don’t know each other… you’re calling cold.
B. Any telephone call initiated when the temperature is below 40 degrees Fahrenheit.
C. When you catch a cold from using a germ-infested public telephone.
D. A call so scary it gives you shivers.
A. Calls –on the phone or in person–where you haven’t met or known the prospect. Pure salesmanship is required. You need to break the ice, establish rapport and showcase your products and services so the listener immediately understands the value to him or her.
5. Why do sales/service reps and cold callers use mirrors at their desk when calling?
A. To keep them company so they don’t have to be alone when calling.
B. To remember to smile.
C. To imagine they’re talking to themselves.
D. To be twice as effective…there are now two people calling. There’s security in numbers.
B. Your smile can be heard across the phone. Smiling relaxes you and the listener too. You sound friendlier. And we know people buy from those they know, like and trust. Let them hear your smile!
6. How should you respond when a customer raises an
objection in person or on the phone?
A. Respond “Objection overruled!” like Judge Judy.
B. Acknowledge their objection and use it as an opportunity to better inform them and replace their fears with confidence.
C. Respond “Seriously?” and look stunned.
D. Ignore them and continue.
B. Objections let you isolate and focus on the remaining impediment to your sale. It is an insight into what is important to buyers. You should address it in more detail, so as to instill confidence in your buyer. For tips on overcoming objections: www.expressionsofexcellence.com/ARTICLES/objections_overruled.htm
7. Which strategy is most effective in bypassing gatekeepers to reach decision-makers?
A. Pull rank on them; let them know who’s the boss when you call.
B. Use a powerful name (like Donald Trump) or title (Director of Homeland Security) to be sure to get prompt attention.
C. Use a sexy voice to coo and coax your gatekeeper to get through.
D. Turn the gatekeeper into an ally through politeness, humor and/or respect.
D. Rather than bypass or hurdle the gatekeeper, make them your advance team, paving your way to success. Befriend them and help them look good in their boss’s eyes. Look for win-wins. For tips on gatekeepers and decision-makers: www.expressionsofexcellence.com/ARTICLES/gatekeepers.htm
8. When leaving a phone message for a prospect you should:
A. Speak quickly to impart as much information as possible in the time allowed.
B. Express perplexion your previous calls have yet to be returned.
C. Leave a confident, measured message with intelligible name and phone number for a response.
D. Just hang up if they don’t answer in person.
C. You need to establish your professionalism and confidence to induce sales. Speak clearly yet conversationally even if you’re working from a script. Be brief!
9. When someone’s accent is so thick you can’t understand them you should:
A. Remind them this is America and tell them to “Speak English!”
B. Say “Excuse me, I am not sure I understood you. Could you please repeat your statement a little slower so I can be sure I understand your meaning?”
C. Nod as if you understood them and continue without concern for their sentiments.
D. Use sign language and gestures.
B. We don’t want to make them feel bad or wrong for speaking the best they can. Ask for their help in understanding them. Remember, you’re forming a partnership! Beware: gestures often don’t translate across cultures.
10. When is the best time to make a cold call?
A. On any day whose name doesn’t end in a Y.
B. On Wednesdays at 14:47 GMT.
C. The day after the-day-after-yesterday.
D. Just after you’ve made a sale!
D. Don’t relax and celebrate after a successful phone sale. That’s the best time to call other prospects. You’re hot, you have momentum and you are feeling powerful. You’re unstoppable. Roll on!
Well, how did you do? Are you a savvy seller? Keep these ten key concepts in mind as you meet and greet prospects in person and on the telephone. Focus on improving their bottom line through the products and services you sell. Remember, it’s all about them.
