Five Star Phone Strategies

I kick off the show with a call with Angry Jim. He's tired of being called, but I love him. Can't we all just get along? What do you do when dealing with the Google Robo Killer? I'm also going to play my secret Robo Killer call. The Robo Killer is software that prevents calls from getting through. I’ve talked about double dialing, but write down that less is more when dealing with the Robo Killer. 

Always go with the philosophy of less is more. Don't attempt to sell to the gatekeeper. I also talk about the sales laws such as eventually all customers will leave you for one reason or another. This is why it’s important to constantly prospect. I walk through some calls and how to deal with the different scenarios. Along with a lot of other valuable cold call information. 

Episode Highlights: 

[03:44] Keep it brief and just say, "hey Magnolia it's Dave". Then call back.

[05:35] Some people will take your call and some won't. There are sales laws like all customers will leave you. 

[07:40] It's not always easy to bounce back from an angry call, but it doesn't happen that often. I make 60 to 80 calls a day and only get about 1 Angry Jim every 3 to 4 months. 

[08:36] The automated operator is the Robo Killer. You still have to dial twice, but just say hey it's Dave like you're an old friend calling.

[10:26] Hey, it's me Dave, did I catch you at a bad time? When they say they're busy, you tell them that you are busy too or doing the same thing as them.

[14:55] A new example of how to listen for noises. Listen for intent to understand and bond. You can still get the question in.

[21:47] In the next 60 days, I'm going to do 4 minutes of stand up at an open mic. Then I'm going to go to karaoke and sing. I'm going to get comfortable with being uncomfortable.

[23:13] The telephone is a tool to get a hold of a prospect and set up an appointment. If it's an inbound call, the purpose is to convert that lead.

Links and Resources:

• Contact Dave
• Dialing Strangers Email Dave for a Free Copy
• Get Free Stuff
• Fearless Communication: How to Energize Your Team for Success on the Phone
• Listening for Noises [Podcast Episode 2]

An easy way to increase sales is to get the right phone strategies down. That’s what we do, and I’m going to show you some techniques where you can do the same. When you get a customer call and ask how they heard about you, many will answer Google. Some people are just searching for someone to do the work at the lowest price, but 65% are looking for value. They determine value by reviews. 

I’m going to talk about why we ask how'd you hear about us? I’m also going to share some examples of how to get that dreaded one-star Google review removed. I also show you how to ask for a review and deal with an angry customer. I share a technique to use when you don’t know the answer to a question and show practical examples of these techniques on actual customer calls. 

Episode Highlights: 

[03:42] 65% of customers want value. That means they're not only concerned with price, they went to Google and read our reviews.

[04:23] How would you recommend us? I'll send you a link to leave us a review. How'd you hear about us? A great example of this.

[06:20] You can increase sales by following the book or taking my training. 

[07:16] People want to give reviews. You just have to ask them.

[07:49] A snippet of an unhappy customer. When somebody asks you a question, say "great question you must be asking for a reason."

[10:02] It's about facts and not feelings. Would you be willing to give us a chance to make a second impression? Repeat back the irritants. I understand, and I am listening and I am taking notes.

[12:21] It's all about tone and tempo. That's why I say that I'm listening and that I'm taking notes. Most people want to be heard so break down the issues word for word.

[15:11] What would you have liked to have seen happen? Make it a coaching moment. 

[15:43] Calling a gentleman who gave a one-star Google review and asking him to take it off. 

[16:34] We try our best, but don't always do our best. What do you think should have happened? Will you give us a second chance? I appreciate the feedback, would you be willing to take the review off? I'll give you a free oil change.

[20:17] They're not mad at you. Listen with the intent to understand. What would you like to see happen? Would you be willing to? We try our best, we don't always do our best.

Links and Resources:

• Contact Dave
• Dialing Strangers Email Dave for a Free Copy
• Get Free Stuff
• Fearless Communication: How to Energize Your Team for Success on the Phone

Remember the old show Robocop? There’s phone software called Robokiller that I’ve been running into lately. Google assistant also makes an attempt to screen phone calls. I’m going to share my Robocop method or how to get around Robokiller, Google Assistant, etc, when making calls. I also share examples of these calls and share why my method is so effective.

I also talk about the double call method and listening to the recipient's voice mail message. I share examples of what to listen for and how to match tone and temple with one of the four types of prospects. I also go back to the tried and true method of listening for mistakes and breaking the ice with a pattern interrupt. I round things out with an often overlooked method of getting referrals that really works and is very easy.

Episode Highlights: 

[01:56] In 1987, there was a show called Robocop. I've noticed that I've run into something called the Robokiller when I'm making phone calls.

[03:46] When dealing with the Robokiller use their first name and yours. An example of this would be Bill, this is Dave. Don't try to sell to the gatekeeper. The secret is to not say too much.

[05:36] The Google Assistant wants to know what you're calling about. Just say hi Doug, this is Dave. Use the technique Robocop less is more. 

[08:21] Treat the prospect how they want to be treated. Also listen to the voicemail, because that gives you a clue about the recipient's personality.

[09:07] The dominant person sounds like a big old bass drum and the influencer is laughing and giggling. You can pick up on the tone and tempo of their message. The people who are steadys need you to be soft when you respond and embrace silence. The fourth member is compliant, and they follow the rules. 

[10:07] Focus on tone and tempo when you listen to their voice message on your first dial.  You need to be prepared with the double dial and understand whether they are dominant, an influencer, a steady, or compliant.

[11:15] Be bold and brave. They'll probably answer after the double dial.

[12:17] Listening for mistakes. Use a pattern interrupt to get them off track. Don't say what everyone expects. A couple of examples of pattern interrupts. 

[15:41]  64% of your customer base wants to refer and recommend you, they just don't know how. 20% of your customer base is thinking about leaving you. This is why I always encourage people to make phone calls. You can learn more in my book Fearless Communication.

[18:39] This week's tip is who do you know that I should know. When following up, always ask who do you know that I should know.

[20:28] A customer sharing the importance of asking the simple question of who do you know that I should know. Don't miss out on that opportunity with your current and past customers.

[22:28] Today we talked about looking for a mistake. Getting past that Robocop. What do you do? Less is more. Who do you know that I should know?

Links and Resources:

• Contact Dave
• Dialing Strangers Email Dave for a Free Copy
• Get Free Stuff
• Fearless Communication: How to Energize Your Team for Success on the Phone

Have you ever wondered if someone's polite response was really code for just go away? That's what I'm talking about today in secrets for working the telephone. Is the prospect playing me or putting me off? I don't mind postponing the sale for the future, but I'm not crazy about being blown off. 

As always, the mission of the show is to give you value. If you were better off after listening to this show than you were before, then think about giving us a five-star review. What you're reading and listening to will determine your wealth. The best way to network is to add value. This show will help you discover whether the sale is being postponed or put off indefinitely. 

Episode Highlights: 

[03:12] One of my favorite techniques on the telephone is to say I'm taking notes, "is that okay"? Being listened to and being loved are so close together most people can't tell the difference. Taking notes tells people that they are important.

[03:46] Listen with intent to understand, not intent to respond.

[04:21] A client call where the client was upset because the company who called her didn't take notes. She gave a lot of details and they were coming to an agreement, but the company didn't take notes and didn't have the ability to recall everything discussed.

[05:37] Just to make sure that we are on the same page, let me play back what I heard you say.

[08:57] One of the things the client will like best about your presentation is that you herd them and you took notes.

[11:25] Is that code for going away? If you get in the habit of saying this you'll find out who's not interested. Clean out the sales pipeline.

[14:02] Let the prospect convince you that they don't want the file closed.

[15:37] Get some version of a yes or no. There isn't an app that tells you when people want to buy.

[16:43] Follow your script. Should I shred your confidential notes and throw away the file?

Links and Resources:

• Contact Dave
• Dialing Strangers Email Dave for a Free Copy
• Get Free Stuff
• Fearless Communication: How to Energize Your Team for Success on the Phone

Tone and tempo make all the difference when making calls. In fact, 93% of communication on the telephone is all about tone and tempo. In-person communication is done with body language, but those all-important phone conversations are based on tone and tempo. Today, I go over actual calls to emphasize what I'm talking about. I also talk about essential keys to phone communication, like slowing down and embracing silence. 

We listen to understand, not to respond. By listening, we can notice the person's personality type on the other end of the phone. Are they dominant, an influencer, steady, or compliant? There are so many vital clues we can pick up through listening. Once we understand, we can reply with the right tone and tempo to enhance our calls and get results. I go over all of this with examples in today's show. 

Episode Highlights: 

[00:28] We kick off with a call that emphasizes tone and tempo. A couple of keys include slowing down and embracing silence. 

[01:41] Listen not to respond but to understand. One of the first things we will notice is the person's personality type. A dominant person will speak up.

[02:12] An influencer likes to talk fast and sounds happy. There's also the steady and the compliant. 

[03:04] Paul Harvey knows when to slow down and speed up. He's a master of tone and tempo.

[04:21] An example of Tom Cruise's how to have me at hello. 

[05:37] You only have to be 10% better than your competition.

[06:02] It's okay to be quiet. Embrace the quiet, especially when talking to the steady. Don't rush. Tell me more and enhance. Please tell me what you're thinking. Embrace silence.

[07:59] Spend time on your voice and record your calls. 

[09:08] An example of Mike Rowe doing a voice-over. He's mastered his sound. 

[10:24] Million dollar tip. During a call, when the person on the other line says that they are busy, respond with, "I'm busy too. What are you working on?" Use a pattern or say the unexpected. 

[11:43] The secret of listening is waiting for your cue to come in. When someone answers, don't become an auction caller.

[13:22] Have a script and lead the way through tone and tempo.

[15:03] Start by slowing down; that's your tempo. Then, later on, work on your tempo. Be entertaining. 

[16:12] Take action and share this show with a friend!

Links and Resources:

• Contact Dave
• Dialing Strangers Email Dave for a Free Copy
• Get Free Stuff
• Fearless Communication: How to Energize Your Team for Success on the Phone
• Paul Harvey
• Listening for Noises [Podcast Episode 2]

I kick this show off with a recording of one of my biggest phone fears. What if somebody's mad at me? This one is hard to get over. No one wants the person on the other end of the line to sound angry. I go over methods to make calls the right way and sound like a sales professional not a telemarketer. 

We also go through a call where I thank the customer, ask for a five star review, and use subtle methods to learn more. I also share a technique to get the customer’s email. I also talk about the importance of having a script and including if you like what we do tell others if we can ever do anything better tell me. I share valuable phone strategies that will help you or your team get five star reviews and create rapport with your customers.

Episode Highlights: 

[01:01] A message from one of those people who are always angry. 

[02:08] Value says, "if you are better off now than before you met me then I've given you value". 

[02:36] 90% of the people who had a bad experience with our business, won't tell us. This is why we need to give them permission to tell us if they've had a bad experience.

[03:01] We want five star Google reviews, because 86% of our prospects go to our website to determine whether they like us before doing business. 

[03:11] An example of telling a customer thank you and asking for a five star Google review. Always ask, how did you hear about us? Have a script as a guideline. 

[07:15] 35% of your prospects are only concerned with price. 65% of your prospects are about value.

[08:39] Dialing Strangers has great information on leaving messages on cold calls. Email me to get it free! 

[10:13] An example of how to leave a message on a voicemail. The customer returns the call with a complaint. I have a technician call him back to fix the issues. The goal is to get five star Google reviews and find out if anything bad has happened.

[12:40] A call where I was turned down on a review ask. Still say, thank you and make the customer feel valued. 

[14:22] What keeps your team from being hesitant to make calls? Don't let angry customers get in your head.

Links and Resources:

• Contact Dave
• Dialing Strangers Email Dave for a Free Copy
• Get Free Stuff
• Fearless Communication: How to Energize Your Team for Success on the Phone

Listen closely when you are on calls. Background noises, sound effects, and names can all be clues used to understand your potential customer better and build rapport. I have my coaching students go through a training where they listen to sound effects. These sounds offer subtle clues that can help make a sale or land a positive review. 

93% of communication on the phone is tone and tempo. What are the background noises? Is the person on the other line talking fast or talking slow? In this episode, we go through some recorded calls and what to listen for and what to do with this information. I also talk about how important it is for incoming calls to customer service representatives to be sound effect free.

Our motto is that being listened to and being loved are so close together that people can’t tell the difference. I hope this episode helps you improve your inbound and outbound phone listening skills. If you found this episode helpful, let us know or share it with a friend. 

Episode Highlights: 

[01:40] When making cold calls listen closely. Here's a call where we learn the customer's dog's name. 

[02:23] With a pattern interrupt we say things that people aren't expecting. Get in the habit of listening closely for opportunities to bond and create rapport. 

[03:30] A call where the customer service rep is humming and whistling while taking an order.

[04:15] Here's a call where the rep laughs when the guy says he still lives with his parents. Customer care teams need to be reminded to avoid the sound effects. 

[05:26] An example of a cold call where the potential customer is going through a drive through. 

[07:31] Being listened to and being loved are so close together that people can't tell the difference.

[07:50] You can have opportunities to bond on calls when you listen for clues about what your potential customer is up to. 

[10:45] An example of one of my students listening. The husband includes the wife. This is an opportunity to connect with the wife too.

[12:52]  Ask your customers for email addresses. 81% of leads aren't followed up on.

[13:01] Things to remember: 1. No sound effects when taking inbound calls. 2. Listen for sound effects on outbound calls.

[14:06] 93% of communication is tone and tempo.

Links and Resources:

• Contact Dave
• Dialing Strangers Email Dave for a Free Copy
• Get Free Stuff

Over 85% of prospects will go to your website before they call you or decide to move forward with your service. What do they look at? Reviews. I like the sweet spot of reviews where there are many five-star reviews, but not every single review is a five-star review. Having customer testimonials of how you’ve resolved or corrected a problem is also extremely valuable.   According to Google, 70% of consumers are willing to give feedback and reviews after receiving a service. That’s seven out of ten people who are willing to provide feedback or leave a review. The most common reason that people don't leave reviews is that no one asks them to. Some people don't want to bother the customers or be an annoyance when asking for reviews. I show why that's a fallacy.  

I talk about getting your people to ask for those reviews by making a call. I’m also going to share actual calls and a script that you and your employees can use to get your customers to leave five-star reviews. This call is also crucial to find and correct problems to avoid getting negative reviews. It’s essential to get to the customer before they leave that one-star review. With this method, you can turn a negative into a positive. 

Episode Highlights: 

[04:18] An actual customer call that could have led to a negative review and an unhappy customer. 91% of customers who have a bad experience won't tell you.

[06:06] Good is the enemy of great. Customers will fill out surveys just to get rid of you. When a customer has an issue let them talk and say, "tell me more." Be fast, consistent, and deal with mistakes. 

[11:07] Ask what customers would like to see improved upon. Listen with intent to understand, not intent to respond. It's important to follow up!

[12:45] Asking a customer for a five star review. Ask what they liked about your service or business. What would they tell people about you? Send a link to their email address.

[15:20] You don't have to do a lot of talking, just ask what they liked best. Ask to send a quick link for a review and what you can do better.

[17:21] Leaving a voice mail to follow up and ask for a review. This gives you an opportunity to call the customer back and see what you can do better. Clarify and ask for the review. 

[19:00] The script: If you're better off, I added value. If not, I didn't add value. Tell people to subscribe and ask what you can do better. Let them know where they can get a hold of you.

Links and Resources:

• Contact Dave