Voice mail, or answering machines on either land lines or cell phones, works as another kind of screen or gatekeeper keeping you from talking directly to the prospect in organizations both small and large.
Here , as part of our series here on telephone sales skills, we look at five key rules that apply when you encounter the Prospect's voice mail.
When you're live on the answering machine is not the time to be winging it; even if you expect to speak to a person, be prepared just in case a robot takes the call.
1. Will you leave a message, or keep trying to reach the prospect directly? If you leave your name, then it is in the prospect's hands to respond, and you lose control.
If the prospect doesn't return your call, then it gets awkward: does that mean no interest, or just too busy? But sometimes leaving your name and number is the only way. Besides, if the prospect does call you back, that puts you in a good position, as it shows some level of interest.
2. As a rule, I try several times, not leaving my name, hoping to finally get the prospect at the desk. If the pattern becomes clear that I'm not likely to catch the person, then I do go ahead leave my name and number, figuring that this way there is at least a chance of getting to the prospect.
3. Don't "wing" your messages. Decide just what message you want to leave, then boil it down so it gets quickly to the point. Rehearse your message until you can say it confidently and with a smile in your voice.
4. Then, before leaving your first message on a prospect's machine, call your own and leave the same message. Analyze it, from a prospect's perspective, using as a tool the Prospecting by Telephone Checklist. (Note: that checklist isn't up yet; we'll be adding it soon.) Then go back and revise and rehearse it again until it is right.
5. Should the message you leave identify your company or your reason for calling? If the prospect thinks you are a potential buyer of his services, he will be more likely to return the call than if he knows you are selling to her.
On the other hand, a busy prospect may not bother returning calls that lack information. Definitely do not try to make the sale, or even describe your product, over voice mail. Just say who you are, maybe your company, and your phone number. If you are out a lot, or turn your cell-phone off while making other sales calls, you could suggest ideal times to call.