Controlling a sales call is a short, basic presentation for sales associates. It will give quick tips for those who need to be on the phone selling.

1. Controlling a Sales Call
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2. 
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The ability to control a call and guide it in a
positive direction is a key skill for a sales
professional.
Clear and effective communication is
essential to ensure that opportunities are not
lost.
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3. 
Have a plan for the call.
◦ Have the right attitude. Having a positive attitude
makes a difference, and your prospect can hear it.

Have an introduction.
◦ Introduce yourself, the company and why you are
calling.
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4. 
Get their attention.
◦ Try to create excitement in 15 seconds or less, in
one breath, without a pause.
◦ Add energy to your call by standing up and make
sure you have a smile in your voice.
◦ Create a pressure-free, open atmosphere.
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5. 
Build Rapport
◦ People are most comfortable dealing with (and
buying from) other people who are like them.
◦ Be likeable and mirror the prospect.
 Match their volume, speed and tone of voice.
 Use phrases that you hear them use as well.
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6. 
Use their name.
◦ When greeting a prospect, use their first name.
◦ Always use your full name.
◦ Use their name at least 3x during the call.
Christopher
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7. 
Make a connection.
◦ Use visually descriptive words.
◦ Create trust by discussing their issues and not
yours.
◦ Speak naturally and strive to be helpful.
◦ Be patient, open minded and listen.
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8. 
Know their needs.
◦ Know their goals and desires.

Make the impact clear.
◦ Make the business case.
◦ Show the benefits and value.
◦ Use descriptive words to paint a picture.
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9. 
Balance the conversation.
◦ Listen & Speak
◦ Ask questions
 Open
 Closed
 Probing
◦ Make recommendations
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10. 
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Generate short, finite answers (yes / no)
Do not encourage discussion
Limit what participant says
Gain a final answer, conclusion or
confirmation
Examples:
◦ Is it X…?
◦ Have you ever…?
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11. 
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Generate descriptive answers
Encourage discussion and participation
Promote sharing of experiences and
knowledge
Examples:
◦ How can you…?
◦ What are some ways…?
◦ Why would you want to…?
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12. 
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A probing question is an open-ended follow
up question intended to elicit a thoughtful
answer.
Allows for a deeper dive into the subject.
Examples:
◦ What did you mean by xxx?
◦ Why do you think this is the case?
◦ What would have to change in order for…?
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13. 
Wrapping up the call.
◦ Summarize what was said.
◦ Obtain a commitment.
 Recommend an exact date and time for a follow up
either by email or by phone.
 Creating a deadline is a powerful tactic.
 Allow the prospect to have the last word.
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14. 
Follow Up.
◦ If you set up a follow up call, send an email
reminder (invite) immediately.
◦ This email should confirm the date and time
of the appointment.
◦ Build a follow up opening statement.
 Remind the client why they agreed to the
follow up call.
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15. 
Persistent
Polite
Professional

Not a PEST!
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16. 
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Lie, pretend or exaggerate.
Knock the competition.
Make a pitch to a non-decision maker.
State features of the product without
the benefit.
End a call without asking for the sale.
Talk politics, religion or tell jokes.
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17. 
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Eat, drink or chew gum while
speaking on the phone.
Socialize on a sales call.
“Wing it” on a sales call.
End a call without knowing the next
step.
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19. Controlling a Sales Call
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