(1) Sometimes a prospect may swear up and down that they are loyal to their current vendor. Frequently that is exactly the type of prospect that you want. If you are able to turn this prospect into a customer, they will be just as loyal to you and will give all other callers the same objections that you heard. Other callers will not be as tenacious or skilled as you; therefore, you will have this customer for a very long time.
(2) Being persistent and tenacious shows dedication and commitment. This demonstrates to your prospect/customer how you will tackle a project for them, that you will do whatever it takes to get it done, just as you did when making the introductory call and scheduling the introductory meeting. Your prospects will respect you for your conviction and persistence.
(3) When you’ve set up an introductory meeting, make sure to confirm the meeting. Think of the confirmation call as an opportunity to “resell” the meeting and to insure that your prospect will be there when you show up. Assume that your prospect will confirm–they did schedule the meeting in the first place. If, for some reason, your prospect does need to reschedule, while you have them on the line, check your calendar and reschedule the meeting.
(4) When calling to confirm an appointment, you can simply say: “I’m calling to confirm our meeting on (fill in the day and time).” You can also use the guilt technique, adding: “I’m really looking forward to meeting you…” “I’ve put together the samples we discussed…” “I’ve thought a lot about your situation…” You get the idea.
(5) Make sure that you talk about a “meeting” rather than an “appointment.” Meeting sounds far more professional and important.
(6) Once you have confirmed the meeting–get off the telephone! Do not turn your confirmation call into an extended conversation. Save that for the face-to-face meeting.
(7) If your prospect does need to reschedule your meeting, it is not a cancellation. Your prospect is not saying that they do not want to see you; they are merely saying that a particular time is not good. Reschedule the meeting.
(8) Sometimes, a prospect’s situation may change: Perhaps they are no longer the decision-maker because a new executive has come in above them (this has happened to “The Queen” upon occasion), perhaps they are leaving the company, perhaps their responsibilities have changed. In this kind of situation, it’s actually a good thing that your prospect cancelled. They would no longer be a viable prospect for you. Find the name of the correct person and call them.
(9) If your prospect needs to reschedule a meeting, immediately tell them it is no problem and say, “Let’s reschedule for another time. When would work better for you?” Give some options of times© Copyright 2007 Wendy Weiss