welcome to the sales mentor program my
name is Kip and I am the director of
training and development for contact
points tone is 86% when you're on the
phone and we want to make sure that our
tone is really matching what we're
wanting to convey I want to hear what
your competitions tone is like I'm sorry
could you say again standard auto glide
oh okay how was his tongue yeah because
I didn't quite hear the greeting and so
I was just like any customer might um I
call excuse me and then what was his
tone right when he came back to me I'm
like do I still have my head now that
you've bitten it off uh uh oh my gosh
that was the owner oh my head
what's the difference between a
consultant and an old-school salesperson
like an old used car salesman right okay
and and Slick Willy and gonna go to any
fast talkin and all of that and not a
whole lot of listening right you know
people people don't don't really fall
for that
you know and nor should they not anymore
you're a consultant you're a
professional in what you do and a
consultant asks a lot of questions and
they're not too quick to make the
recommendation even if the client thinks
they know what they want the client
might even said I need XYZ and in fact I
even got the part number right okay
great I can help you with that let me
ask you a few questions to make sure
that we're getting you the right thing
and for the best deal that we could get
you and you've been you put on that
consultant hat and you start asking the
questions and then the answers start
coming and it may knows what you'll find
out right so this guy this guy calls you
here's a little example he calls and he
says yeah I've got a I've got a $19.99
coño line then I got this crack
windshield I got it I got to replace it
oh great I can absolutely help you with
that so yeah I'm going to let me look up
a couple of things here let me ask you
what what's the what's the nature of
what you're using that awesome van for
you know it's a pretty big van oh yeah I
manage a fleet of vans with my my
company we've got about thirty seven of
those hello okay but what if you were an
order-taker and you didn't even bother
to ask such a simple question
I recommend that whenever you can avoid
it don't put them on hold you're missing
an opportunity to be engaging them while
you're looking stuff up learn to walk
and chew bubblegum at the same time okay
learn to look it up and ask a question
and validate and and have that
conversation at the same time you will
close more business right over the phone
if you believe that the only way to
compete always in every situation is
automatically cut your price you will
not be taking the time to do all this
because you don't believe it we have
seen the proof we statistically seen the
proof and significantly improved clothes
ratios and improvement to the bottom
line when all of these processes are
followed you have a significant
opportunity and I'm sure before you came
here today you might have been thinking
how much can we possibly learn about
talking on the phone I've been talking
on the phone my whole life what is this
guy going to tell me about talking on
the phone that would actually help us
make more sales I hope that you're
starting to get a little sense in a
little feel of what a huge difference it
can make as you're interacting with
people human to human and how that feels
and what that can do to influence the
the sale