It’s no secret that first impressions matter.
In sales, the first impression matters twice as much.
For better or worse, prospects will form an opinion of you based on how you say “Hello”, the pace you set for the conversation, and whether or not you listen to them.
Experts say that 55% of first impressions are visual, 38% are the tone of voice, and 7% are the actual words.
On a phone call where there is no visual element, that means 93% is determined by your tone of voice.
But of course, when you or your team members answer the phone all day, it’s easy to to answer with a less-than-friendly attitude.
So here are some tips for making a great first impression on every sales call.
1. Take a Deep Breath Before Answering The Phone
When you’re answering the phone, coordinating contracts, managing employees, and making offers all day, it doesn’t take long for the frustrations of a hard-day’s work to get under your skin.
Some days are worse than others, of course.
But everyone is going to have bad days.
And that’s why it’s so important to take a deep breath every time before you answer the phone. This simple act will help you let go of past frustrations and answer the phone with a more positive attitude.
You never know which calls are going to be the most important ones.
So take a deep breath to clear your head before you pick up the phone.
2. Don’t Act Like You’re in a Hurry
No one likes a salesperson who is in a hurry to make the sale.
In fact, rushing the conversation, being short, or making the prospect feel like they need to “make it quick” is about the worst thing you can do.
Remember, you’re dealing with people who are in challenging situations.
Some of them are going through foreclosure or bankruptcy, some of them are going through a divorce, and some of them have just lost a family member.
So don’t rush the conversation.
Try to match the prospect’s pace and be patient.
While that will sometimes mean spending extra time on conversations that never turn into a deal, it also means operating with integrity and building a business that’s going to stand the test of time.
3. Listen & Ask Lots of Questions
Top-performing salespeople ask a lot of questions.
In fact, according to research, you should aim to ask between 11 and 14 questions per call.
Questions are powerful because they put the focus on the prospect, they communicate that you care more about the prospect’s situation than you do about the sale, and that you’re here to help… not to make quick judgements.
Plus, everyone loves answering relevant questions about themselves.
Here are some questions that you should sprinkle throughout your sales calls — they will help you build rapport and gather important information.
- What is your name?
- How long have you owned your house?
- How much are you hoping to get for your house?
- How much equity do you have on the home?
- Why are you wanting to sell?
- How quickly do you need to sell?
- How did you hear about us?
First impressions matter.
And we recommend trying the above three strategies to make a good first impression on every sales call.
But enough from us…
What do you think?
How do YOU make a good first impression on your sales calls?
Let us know in the comments!