Richard Mulvey provides a document summarizing techniques for successful phone calls, including opening questions or statements, listening skills, handling objections, things to avoid, and scripts for qualifying prospects and setting appointments. The document contains tips on preparing for calls, engaging prospects, overcoming indifference, and closing calls effectively.

1. by Richard Mulvey

2. The Power Series

3. What are we going to discuss today

4. What do you call yourself?

5. What should you call yourself?

6. Preparation

7. Preparation

8. On your Desk

9. Date: ……………….
Name:.............................………………………….
Name Company Phone No Objective Comments
Call Report Sheet

10. Basic Techniques

11. Please - Thank you
Like "Opportunity" and “Idea”
Don't say “Price” say “Investment”
Free, Easy, Discover, Guarantee, New, Safety,
Results, Save, You, Health
Key Words and Phrases

12. Great – Fantastic – Amazing
“The boot is so large you could fit golf clubs and
luggage for four people inside”
Key Words and Phrases

13. "These multivitamin tablets are fantastic! I use them
myself and I feel fitter, stronger, and I never get
tired in the afternoons like I used to."

14. A
I
D
A
ttention
nterest
esire
ction
Making the Call

15. Attention
Interest
Desire
Action
Making the Call

16. “John Smith Please”
“John Smith Speaking”
“Hello John. This is Richard Mulvey from
The ower Series”
Making the Call

17. "I am phoning, John, about the email we sent you.
Did you get a chance to read it?"
Question
“Fred Brown asked me to call you in
connection with your ***********”
Statement
Opening Question or Statement

18. Open Questions
Closed Questions
Who, What, Where, When, Why, How
Do, Does, Did, Are, Has, Have,
Is, Could , Can, Would, Will ... etc.
Uncovering their needs

19. If they are a new prospect "Briefly, how do you find your
training programs are working out for you?"
If they are a referral: "Fred Jones said I should give you a
call, Briefly, how do you find your training programs are
working out for you?"
If they responded to the survey "Thank you for responding
to our survey, Briefly, how do you find your training programs
are working out for you?"
The Script

20. Go on.... I see...... Really?....
Listening

21. SHUT UP!
The Phone Close

22. The Phone Close

23. as you may be aware, The Power Series has
recently developed a new idea to (?feature?)
“The reason for the call today John,
for people in positions like yourself and I
would be happy to drop by and give you the
opportunity of seeing it.
I am calling today to say I will be in
your area tomorrow around three,
and I wondered, would you be there for
about seven minutes?”
The Appointment Call

24. Objections

25. I don't have time to talk to you at the moment
We already have our own programme
We don't need your products
Just send me the details
My brother-in-law is in the business
My sales team are already trained
I deal with xyz company
I have never heard of your company

26. Indifference

27. "Just send me the details“
"I will be happy to email you the
details. It is quite a long
document, What areas you are
specifically interested in?"
Indifference

28. “No, just email me the details“
“Certainly.”
Email the details. Then... Follow Up!
Did he get it?
Does he want it?
If not, why not?
Indifference

29. "I don't want one“
"I am sure you have a reason for
saying that Mr. Smith, what is
that reason?"
Indifference

30. "How much is it?“
"We have a full range and the
prices are very dependent on
your needs, what you are using
at the moment?"
Indifference

31. "I am too busy at the moment”
"I understand that, we all get
very busy sometimes, when would
be the best time to call, on
Friday, or would Monday morning
be better?"
Indifference

32. "We already have a supplier"
"That’s interesting, who is supplying
you?"
"XYZ Supplies"
"They are a good supplier.
How do you find their service?”
Indifference

33. Don't say “How are you today?”
Don't say “This is not a sales call”
Don't say “Congratulations, you
have been chosen from 4000 people
to win a two week holiday in Welkom”
Things to Avoid

34. Don't transfer a call without telling the
third party what the call is about
Don't let the sun set on a customer
complaint
Don't leave your prospect listening to
what is going on in your office
Things to Avoid

35. Be Ready with everything you need
Set Targets for yourself
Never have a gap between calls
Make Statistics work for you
Do it first!
The Real Enemy

36. Sales Proposals and Presentations

37. The Slides

38. by Richard Mulvey

39. "Hello Mr Smith (or better still “John”)"This is
Richard Mulvey from the The Power Series
Market Research Department."
The Script

40. If they are a new prospect "Briefly, how do you find
your training programs are working out for you?"
If they are a referral: "Fred Jones said I should give
you a call, Briefly, how do you find your training
programs are working out for you?"
If they responded to the survey "Thank your for
responding to our survey, Briefly, how do you find
your training programs are working out for you?"
The Script

41. "What sort of challenges do you have with your
training programs at the moment?"
We now have to continue to explore their issues with
"Open Questions"
What sort of training are you offering your staff?
Who gets training in your organisation?
How does the staff feel about that?
When was the last time you reviewed your training
programmes? etc.
The Script

42. Qualify the customer.
How many sales people do you employ?
How much do you spend on training each year?
etc.
The Script

43. Once we have found a problem we can solve
"Many of the companies I have been speaking to have
exactly the same sort of problems, that’s why The
Power Series have recently launched a new programme
that will ………(Benefit 1) and also ……(Benefit 2).
“The benefit to you is that …………… (solution).
Can you see that working for you?”
The Script

44. If they qualify ..... "It seems, John, that you also
qualify for ....... (Free Seat ). This will give you the
opportunity of trying the training programme for
yourself with absolutely no obligation.
If they seem interested…. “Thank you for your time,
John. Let me email you the details for you to
consider.”
If they don’t qualify and don’t seem interested ….
“Thank you for your time, John, can I email you a
copy of the details of the training programme just in
case you are interested sometime in the future.”
The Script

45. as you may be aware, The Power Series has
recently developed a new idea to (?feature?)
“The reason for the call today John,
for people in positions like yourself and I
would be happy to give you the opportunity
of seeing it.
a and I wondered,
would you be available for about seven
minutes for an online meeting?”
Online Appointment Call
I am calling today to say I will be having
a series of meetings on Zoom and Teams
tomorrow afternoon