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TelE-Sales Hot Tips of the Week
By Art Sobczak

Complete Index of Tips

Telephone Communication
Listening
Screeners And Voice Mail
Opening Statements
Questioning
Sales Presentations
Closing
Handling Objections
Prospecting
Self-Motivation
Time Management
Using The Mail, Fax, Internet, Email
More Great Stuff (covers a variety of topics in over 70 issues)
 

Telephone Communication
You Don't Really Know It Until You Can Say It ...Issue 3
Shhhhh, Whisper... Issue 8
Avoid Words that Create Resistance ... Issue 12
Explain The Jargon ... Issue 13
The Tapes Reveal All Of The Shocking Details! … Issue 14
It Depends What "Is," Is ... Issue 15
Avoid "Just" ... Issue 16
They Can Hear How You Feel ... Issue 29
Give Explanations, Not Excuses ... Issue 38
Words To Avoid ... Issue 38
How To Communicate Effectively By Phone ... Issue 40
Pause ... To Eliminate The Fillers ... Issue 40
Do You Exude Energy, Or Do You Sound Like A Wet Dishrag? … Issue 40
Allow Them To Absorb What You Say ... Issue 44
What Image Are You Projecting? … Issue 47
Tips For The Best Sounding You ... Issue 47
Children's Books Are Good For Your Articulation ... Issue 55
Create Impact With Pauses ... Issue 58
How To Sound For Success By Phone ... Issue 77
Avoid Your Own Vague Statements ... Issue 84
Write The Numerals As You Say Them ... Issue 97
Avoid Sounding Like A Salesperson … Issue 121
How To Sound Persuasive … Issue 129
How To Use A Sales Vocabulary … Issue 136
Telephone Communication Tips … Issue 148
Words To Get Their Attention … Issue 153
Say It With Conviction Issue … Issue 163
How To Rid Yourself Of Nonwords Issue …Issue 166
How To Sound Credible Issue …Issue 173
Don't Use Confusing Sales Language Issue …Issue 196
Avoid The Meaningless Words Issue …Issue 197
How To Sound Natural And Conversational By Phone …Issue 207
Use A Language They Understand ...Issue 214
Avoid Words And Phrases That Are Sure To Create Resistance On The Phone ... Issue 226
How To Sound Smooth On Your Calls...Issue 235
Phrases To Avoid ... Issue 241
Help Them Get To The Point Quickly ... Issue 241
How To Rivet The Attention Of Any Prospect Or Customer ...Issue 251


Listening
Silence is Better Than an Apology ... Issue 1
Buying And Agreement Signals To Listen For ... Issue 15
Pause ... To Get Their Attention ... Issue 16
Listen For The "Too's" ... Issue 26
Your Purpose Is Not To Talk ... Issue 30
Silence Is Golden ... Issue 55
This Will Leave You Breathless ... Issue 82
Using The Pause To Get More Information …Issue 145
Shut Up And Let Them Talk, And Buy ... Issue 252


Screeners and Voice Mail
A Tip From a Reader on Getting Information ... Issue 9
Sell On Your Voice Mail Greeting ... Issue 27
She's Not At Her Desk Right Now ... Issue 44
Where Are They Sending You? ... Issue 54
Put The Time In Your Notes ... Issue 54
Don't Waste Voice Mail Opportunities ... Issue 56
Don't Grow Old On Hold ... Issue 57
Don't Be 'Unable' To Come To The Phone ... Issue 60
Make It Easy To Leave A Message For You ... Issue 69
Communicate After Hours ... Issue 72
Answering "What's This About?" ... Issue 93
Give Your Number Twice ... Issue 98
Voice Mail And Screener Ideas … Issue 109
What To Say On A Good Voice Mail Message … Issue 111
Work With People While Others Try To Go Around Them ...Issue 211
How To Get Through, And Get Calls Returned ... Issue 239


Opening Statements
How Should You Address Them? ... Issue 2
Four Reasons Not To Use AHAYT (And How Are You Today?) … Issue 3
Write It First, Then Revise It ...Issue 5
Grab Their Attention ... Issue 5
First Name Only, Or First And Last? ...Issue 6
When Calling Past Purchasers ... Issue 8
A Prospecting Opening Idea ... Issue 9
Give The Results First In The Opening ... Issue 13
An Opening Idea ... Issue 29
Deliver Value On Every Call ... Issue 30
Don't Apologize For Taking Their Time ... Issue 37
Don't Sabotage Your Openings ... Issue 55
Give Complete Attention To The Call ... Issue 87
Listen To Their Greeting ... Issue 87
An Example Of A Good Prospecting Call … Issue 106
Prepared Openings Are Essential …Issue 109
You Can't Just "Go From There" …Issue 111
How To Create Killer Opening Statements Issue …Issue 165
Opening Statement Mistakes To Avoid Issue …Issue 204
The Cocktail Party Call (I Just Want To Introduce Myself) ...Part I- Issue 208
The Cocktail Party Call--Part II ...Issue 209
How To Open Calls To Regular Customers ... Issue 237
Do's And Don'ts For Effective Opening Statements ...Issue 240
An Opening Statement Case Study ...Issue 245



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Questioning
Let Them Tell You Their Problems ....Issue 4
Question For A Problem ...Issue 5
You’re Kind Of Like A Trial Lawyer ... Issue 6
When They Complain About Their Vendor ... Issue 6
Listen For Changes ... Issue 8
Don't Use Threatening Questions ... Issue 10
Move From The General To The Specific ... Issue 13
Use Statements To Get Info ....Issue 13
Ask What Influenced Them Before ... Issue 13
Clarify The Time Frame ... Issue 14
Don't Miss Anything Important ... Issue 18
They'll Buy What They Want ... Issue 18
Ask A Question To Avoid Surprises ... Issue 20
Find Out Why They Want References ... Issue 21
Get Them Thinking About The Problem ... Issue 21
Get Their Price First ... Issue 22
Find The Influencers Also ... Issue 24
Find Out What They Really Want ... Issue 26
Clear Up The "Fuzzies" ... Issue 27
Ask Key Questions To Get Great Information ... Issue 31
Don't Directly Answer A Question With Another Question ... Issue 32
More Great Questions ... Issue 34
Keep Getting Information ... Issue 34
Help Them Understand What Is Most Important ... Issue 35
Learn Exactly How To Win The Business ... Issue 35
Avoid One Of The Worst Questions In Sales ... Issue 46
Avoid Threatening Questions ... Issue 50
Another Salesey Question ... Issue 53
What To Say When Your Price Is Higher ... Issue 53
Avoid Sounding Like A Typical Salesperson ... Issue 53
Ask Them To Make A Hypothetical Choice ... Issue 54
Who Can't Make The Decision, But Could Hinder It? ... Issue 54
The "Just Suppose" Technique ... Issue 55
Ask Yourself This Question Before Every Call ... Issue 56
Asking About Money Makes You Money ... Issue 57
Ways To Begin Your Questions ... Issue 58
Use Opposites When Questioning ... Issue 59
Remind Them Of The Pain Of Not Acting ... Issue 60
It's Not Enough To Just Ask A Question ... Issue 63
Effective Questioning Guidelines ... Issue 63
Use Key Questions ... Issue 68
Question Their "Agreement Signals" ... Issue 72
Ask Them Easier Questions ...Issue 72
Don't Ask What They Don't Like About Their Vendor ... Issue 76
Dumb Questions Get Dumb Answers ... Issue 83
Avoid Disqualifying Too Early ... Issue 97
Don't Ask About "Needs" ... Issue 98
Help Them Sell Themselves ... Issue 100
Selling Is Not About You … Issue 105
Give A Choice Of Problems …Issue 109
How To Handle The Fuzzies …Issue 118
Questioning Like An Attorney To Sell … Issue 130
How To Sell What They Want … Issue 133
Talking Too Much Can Create Objections … Issue 134
Question Directly To Get The Best Information … Issue 144
Personalize Your Questions … Issue 153
Put Quotes In Your Notes Issue …Issue 159
Avoid The Dumb Questions Issue …Issue 161
Case Study: Here's How Bad You Look When You Don't Ask Questions …Issue 164
Don't Miss Anything Important When Questioning… Issue 167
Questioning Under Pressure Issue …Issue 170
A Question That Could Be Good, Or Cheesy; Know The Difference… Issue 176
How To Make Budgets A Nonissue Issue …Issue 177
A Question To Get Them Off The Fence Issue …Issue 182
Help Them With Their Buying Criteria Issue …Issue 182
Answering "What Does It Cost?" Issue …Issue 182
Learn What They Want To Get What You Want… Issue 187
Secrets Of A Master Interviewer Issue…Issue 189
More On Dumb Questions Issue …Issue 193
Be Precise With Questioning, Presenting ...Issue 212
How To Get Your Kids ... And Prospects Talking ...Issue 216
How About Some "How" Questions? ... Issue 222
More How Questions ... Issue 223
"What’s It Gonna Take?": Good And Bad? ...Issue 238
Don't Use Threatening Questions ... Issue 241
A Lack Of Questions Invites Objections ... Issue 246
Question To Create Doubt ... Issue 257

Sales Presentations
Have Them Figure The Numbers ... Issue 2
Use Third Party References To Build Credibility ... Issue 2
Help Them Assume Ownership ... Issue 4
Maximize Your Sales Message Impact And Credibility ... Issue 9
Expand Your Customers ....Issue 10
It's Less Than You Think ... Issue 18
Since They Can't See You, Paint A Picture--With Them In It ... Issue 31
Use Examples And Proof To Sell ...Issue 31
Compliment The Competition ... Issue 36
"Tell Me What You Have" ... Issue 37
Practice Your Descriptions ... Issue 40
"Honesty" In Sales ... Issue 40
10 Tips For Profitable Cross- And Up-Selling (Part 1)... Issue 41
10 Tips For Profitable Cross- And Up-Selling (Part 2)... Issue 42
Get Creative With Your Comparisons ... Issue 43
Explain Your Experience ... Issue 45
Plant Seeds To Harvest Later ... Issue 48
If They're Buying, Keep Selling ... Issue 49
How To Quickly Turn Inquiries Into Sales ... Issue 52
Why Star Sales Reps Have No Disadvantage ... Issue 64
Bridge The Visual Gap With Sensory Descriptions ... Issue 65
Sensory Presentation Exercise ... Issue 65
Communicate On Their Level, Not Yours ... Issue 68
How To Be Persuasive And Credible ... Issue 75
Help Prospects Realize The True Value Of Paying Your Price Today ... Issue 78
How To Sell The Top-Of-The-Line Option ... Issue 82
How To Help Them Experience Ownership In Advance ... Issue 93
Compare Your Advantages Directly ... Issue 97
Position The Value Of Your Freebies ... Issue 101
Sure, You Know All About Features And Benefits, Or Do You? ... Issue 102
Use Examples And Proof To Sell … Issue 105
Selling On Price Isn't Usually The Best Approach … Issue 107
Sell When They're Buying … Issue 107
What Is Your Ultimate Benefit? … Issue 115
Making An Impact With Your Customers … Issue 115
Qualify General Benefit Statements …Issue 120
Using Numbers To Sell …Issue 127
Using Numbers To Sell …Issue 128
How To Sell The Top-Of-The-Line-Option …Issue 142
Attach Value To What You Give For Free …Issue 160
Sell What They Believe Is A Benefit …Issue 163
You Can Differentiate A Commodity …Issue 172
How To Present Price So They Perceive Value …Issue 198
How To Make Your Points Persuasive…Issue 205
Presenting To A Group Via Conference Call ...Issue 210
Be Precise With Questioning, Presenting ...Issue 212
Use The Theory Of Contrast To Get What You Want ...Issue 215
You'll Sell More When People Believe What You Say ...Issue 217
Use Stories And Examples To Sell ...Issue 236
Give Evidence To Build Trust ... Issue 246


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Closing
Five Closing And Commitment Ideas ... Issue 6
Close With Confirming Questions ... Issue 10
A Trial Closing Question ... Issue 15
Let Them Close Themselves ... Issue 16
Sometimes The Simplest Technique Works The Best ... Issue 19
Say The Day Also ... Issue 21
Create Urgency ... Issue 23
Track Your Commitment Attempts ... Issue 24
New Year's Resolution ... Issue 29
Link The Commitment/Action To The Benefit ... Issue 39
Have Them Quantify How Close They Are To Buying ... Issue 61
Closing And Commitment Question Examples ... Issue 86
On Your Sales Negotiations ... ... Issue 87
How To Immediately Increase Your Sales ... Issue 91
This Closing Idea Sounds Good ... Issue 93
Move Them Forward Or Move Them Out ... Issue 99
You Succeed When You Ask … Issue 107
You Won't Sell Unless You Read Buying Signals … Issue 107
Attach Time Frames To Commitments … Issue 122
Determining When To Close … Issue 124
Don't Wish For The Sale, Ask For It! … Issue 141
Send A Confirmation To Secure Their Commitment …Issue 167
Think Big To Sell More …Issue 186
How To Move Indecisive Prospects ... Issue 241
Move Them Forward, Or Move Them Out ... Issue 248
Their Lack Of Commitment Wastes Your Time ... Issue 256






Handling Objections
Ask Questions To Address Resistance Issue 1
Sometimes The Simplest Phrases Work Wonders ... Issue 3
Who's Really Objecting To Price? You Or Them? ...Issue 4
Handling The "We’re Happy" With Who We’re Using Excuse ... Issue 6
How To Deal With "There's No Money In The Budget" ... Issue 7
How To Move Indecisive Prospects ... Issue 10
Get Commitment When Addressing Objections ... Issue 11
Help Them Get To The Point Quickly ... Issue 11
When They Don't Need Your Product/Service … Issue 12
Leave Out "Too" ... Issue 18
Don't Drop Price Too Quickly ... Issue 20
Handling The Literature Request/Brush Off ... Issue 21
When You're Compared To A Lower-Priced Alternative ... Issue 23
What To Do When They Are "Too Busy To Do Anything Now" ... Issue 24
Turn Objections Into Questions ... Issue 25
Paraphrase Their Resistance ... Issue 26
Repeat Their Brush Off ... Issue 39
Ask Them To Explain Their Objection ... Issue 44
"Objections" Usually Are Symptoms Of Larger Problems ... Issue 45
When They Continue Putting You Off ... Issue 49
How To Move Indecisive Buyers ... Issue 50
Don't "Overcome" Objections ... Issue 56
A Simple Way To Deal With Objections: Ignore Them ... Issue 70
Plant The Seed For A Callback ... Issue 71
Ask Them To Explain Their Objection ... Issue 86
Answer Objections Before They Arise ... Issue 90
When They Can't Decide ... ... Issue 92
When They Ask For A Better Price ... ... Issue 93
Don't Validate Their Resistance ... Issue 96
When You're The Higher-Priced Alternative ... Issue 97
How To Answer, "Is This A Sales Call?" ... Issue 98
Handling The Price Question Early In A Call ... Issue 101
Handling Early Resistance ... Issue 101
Question Their Objections … Issue 123
Talking Too Much Can Create Objections … Issue 134
Handling "We’re Satisfied With Our Present Supplier." … Issue 150
More On Handling "We’re Satisfied With Our Present Supplier." … Issue 150
"Send Me Some Information": Is It Interest Or A Brush Off? …Issue 162
Ask How They Arrived At Their Price …Issue 164
Handling "I Need To Discuss It With Someone Else." …Issue 167
Price Resistance Might Not Be A Price Objection--If You Know How To Handle It…Issue 168
You Might Win The Argument, But ... Issue 178
Arguing Is Not The Way To Make Your Point… Issue 179
How To Prevent The Budget Objection …Issue 180
Don't Validate Their Resistance …Issue 181
Addressing The Price Objection… Issue 199
The Best Way To Deal With Objections ...Issue 213
Addressing, "The Timing Isn’t Right" ... Issue 221
Dealing With Price Statements, Resistance, And Objections; They’re Not All The Same ...Issue 233
Get Commitment When Addressing Objections ... Issue 241
Don't Validate Their Resistance ...Issue 243
How To Avoid Dropping Your Price ... Issue 253
Question To Create Doubt ... Issue 257






Prospecting
A Prospecting Call Opening Statement Idea ... Issue 9
Phrases To Avoid ... Issue 10
Don't Stop When You're On A Roll ....Issue 22
Ask Them To Self-Qualify ... Issue 23
Call The Entire List ... Issue 25
What Not To Say When Calling Inactive Accounts ... Issue 25
Call Your Inactives To Boost Sales Quickly ... Issue 26
Go To Purchasing Last ... Issue 30
Find Your High Value Buyers, And Weed Out The Rest ... Issue 32
How To Prospect For Success And Avoid Rejection ... Issue 74
Tips For Getting Information About Prospects … Issue 79
How To Ask For And Get Referrals ... Issue 85
How To Set Appointments By Phone, Part 1 ... Issue 94
How To Set Appointments By Phone, Part 2 ... Issue 95
Change Can Be Great For Sales … Issue 116
A Bad Prospecting Call, And A Better Alternative … Issue 117
How To Build Credibility On Prospecting Calls … Issue 120
How To Handle The Follow-Up After A Prospecting Call … Issue 126
First Name Only, Or First And Last?… Issue 178
Best Times To Call?…Issue 178
How To Get Referrals …Issue 194
The Best Way To Deal With Objections: Prevent Them… Issue 203
Corporate Scandals Aren't Making It Any Easier On Us ...Issue 211
More On Getting Information Before Calling ...Issue 211



Self-Motivation
Never Get Rejected Again! … Issue 3
Your Own Personal Economic News Is Always Good! … Issue 7
Are You Just Putting In Time, Or Making An Investment? … Issue 10
What A Great Time To Sell! (But You Must Believe It) ... Issue 11
How to Get Good, "Quickly ... Issue 12
Prepare For The New Year Now ... Issue 16
You Can Always Learn Something New; There's A 77-Year-Old Guy Orbiting The Earth Right Now! ... Issue 20
Don't Be Just "Good Enough" ... Issue 24
A Quick Pick-Me-Up ... Issue 36
Are You Ever Defeated Before You Finish?... Issue 65
Change Your Environment To Change Your Thinking ... Issue 69
Overcoming Fear On The Phone, And Of The Phone ... Issue 81
So, Who Wants To Be A Millionaire? Here's How You Can ... Issue 89
How To Stay Positive And Productive ... Issue 96
Don't Assume Negatives ... Issue 96
Ask "What If" To Improve Yourself And Your Sales … Issue 110
How To Prevent Collapse … Issue 114
How To Eliminate The Fear Of Calling … Issue 135
Times Are Slow And Sales Are Low--If You Think So … Issue 155
Tips For Avoiding Rejection And Turning Failure Into Success On Your Telephone Calls … Issue 156
Learning From A Bad Experience And Making It A Good Experience … Issue 157
How To Get The Largest Results …Issue 175
Questions To Ask Yourself To Get The Motivational Fires Roaring… Issue 183
How To Enjoy What You Do, And Sound Like It… Issue 185
Taking A Risk Really Isn't A Risk At All …Issue 195
Be Proactive To Keep Your Attitude High ...Issue 210
That One Extra Degree Means The Difference ...Issue 220
Negative Assumptions Before Your Calls Usually Come True ... Issue 227
You’re Only Rejected If You Think You Are ... Issue 229
Questions To Ask Yourself For Your Best Year Ever In 2003 ...Issue 234
Don't Assume Negatives ...Issue 243
Are You Having A Great Day? ... Issue 249
Overtrain To Win Your Own Gold Medal ...Issue 254
When It's OK to NOT Get the Sale or Accomplish Your Primary Objective ...Issue 255

 

Time Management
Time Management Tip: Use The Phone ....Issue 1
Asking Also Helps You Save Time ... Issue 13
A Tele-Time Management Idea ... Issue 20
More Teletime Management Tips ... Issue 49
Help Wanderers Get To The Point ... Issue 69
How To Invest Your Time For The Greatest Return ... Issue 104
Using The Mail, Fax, Internet, And Email Make Your Material Stand Out ... Issue 58
Send An Agenda First ... Issue 69
Do You Have The Email Habit? ...Issue 210
 

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Using The Mail, Fax, Internet, Email
How To Get Your Mail Opened ... Issue 7
Should You Use Photos Of Yourself? ... Issue 7
There's No Mail Service Today, So Let's Talk About The Mail ... Issue 17
Another Suggestion On Handling The "Send Literature" Request ... Issue 17
When You Do Decide To Mail Something... Issue 17
Write Out Your Faxes ... Issue 17
Follow Your Fax With A Phone Call ... Issue 20
Using The Internet And E-Mail In Your Telesales ... Issue 23
Personalized Letters Increase Sales ... Issue 35




More Great Stuff
A Pre-Call Checklist … Issue 4
Greet Them By Name ... Issue 7
A Horrible Call I Received ...Issue 8
Expand Your Customer ... Issue 10
Help Them Get To The Point Quickly ... Issue 11
Are You Selling On Value? … Issue 12
How To Keep The Door Open After Losing A Sale ... Issue 14
Get More Referrals ... Issue 16
Where In The World? … Issue 18
Are You Tired Of The Political Campaigns And Ads Yet? Pay Attention And Get Sales Ideas From Them ... Issue 19
You Can Also Handle Questions Like A Skilled Campaigner ... Issue 19
Take Control ... Issue 22
It's That Time Of Year. People Are Spending Money Like Crazy! ... Issue 24
Maximize Your Referrals By Asking The Right People, At The Right Time, In The Right Way ... Issue 25
Don't Fall Into The "Just Tell Me What You Have" Trap ... Issue 27
It’s A Dead Week If You Think And Act Like Is ... Issue 28
Dead Week" Ideas To Get A Head Start And Make More Money ... Issue 28
Know What It's Like Where You're Calling ... Issue 29
How Another Reader Benefits From These Weekly Tips ... Issue 32
It's Not A Numbers Game. It's A Game Of Numbers ... Issue 34
Get Referrals From Within Their Company ... Issue 37
Update Their Decision-Making Org Chart ... Issue 38
Do A Post-Call Review ... Issue 45
Don't Let Your Equipment Hinder Your Sales ... Issue 51
Prepare For The Next Call After Ending This One ... Issue 52
How To Determine If They're Worth Following Up With ... Issue 62
The Future Event Situation ... Issue 62
Brief Teletips ... Issue 66
How To Place Successful Follow-Up Calls ... Issue 67
How To Use Conference Calls To Sell To Multiple Decision Makers ... Issue 73
Tips For Conducting A Successful Conference Call ... Issue 73
Where Telesales Is Headed In 2000 And Beyond ... Issue 80
End On A Positive ... Issue 82
Sales Techniques of Ticket Scalpers ... Issue 84
When Should You Call Back? ... Issue 86
Movie Review: "Boiler Room," And The Myths And Realities Of Sales It Presented ... Issue 88
Sell More To Existing Customers ... Issue 92
Sales Success Is Not A Technique, It's A Process …Issue 158
Don't Nickel And Dime Them …Issue 163
Negotiating Tip …Issue 163
The Only Way To Sell: With Honesty And Integrity… Issue 171
Do You Have An Elevator Speech?… Issue 174
Callback Ideas …Issue 184
The Best Way to Get What You Want ... Issue 187
Taking Personal Responsibility Helps You Make More Sales… Issue 188
Reacting To Unusual Names By Phone …Issue 190
Using Your First And Last Name… Issue 191
The "Easy" Way To Sales Success …Issue 192
How To Sound "Smooth"… Issue 200
Help Them Buy On The Incoming Call… Issue 201
They Buy For Their Reasons, Not Yours… Issue 202
How To Manage Your Callbacks For Greater Success … Issue 206
Selling From The Friendly Skies ...Issue 210
It Pays To Be A Good Negotiator ...Issue 218
How To Give A Little, And Still Get The Sale ...Issue 219
42 Telesales Tips You Can Use Right Now... Issue 224 And Issue 225
See Things From Their Perspective To Sell More ... Issue 228
10 Tips For Profitable Cross- And Up-Selling ...Issue 231
Using The "Primer" Technique For Cross-And Up-Selling ...Issue 232
Doing Your Homework Before Your Calls Avoids Embarrassment ...Issue 230
If You Watched Joe Millionaire, You Missed A Much Better Reality Show ...Issue 241
How To Build Awesome Customer Relationships ...Issue 244
Case Study: A Horrible Call Analyzed ...Issue 247
An Interview With Actual Buyers ...Issue 250
When It's Ok To Not Get The Sale Or Accomplish Your Primary Objective ... Issue 255
Get A Head Start On The Economic Upswing ... Issue 258




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