"When people are ready to, they change. They never do it before then, and sometimes they die before the get around to it. You can't make them change if they don’t want to, just like when they do want to, you can't stop them."

~ Andy Warhol (American Artist 1928-1987) ~

Shutting Up On The Telephone

I would like to focus here on SHUTTING UP…a much overlooked skill…



When I speak to those in my care for telephone sales help there are often several instances where you are on a roll with feedback which in itself is good. However, it is not so good being on a roll with clients as you pitch them your products and services.

I sometimes have to stop everyone several times just to get a word in by way of an answer to a point raised before the next one comes crashing through like a wave onto a beach. You need to mentally and physically train yourselves to make a point and then shut up. You are awaiting that first point sinking in and there should be a reply from the other person. Instead the steam engine just barrels along with more "stuff". When you just keep talking in a pitch you are often harming your chances. Like horses jumping fences in a race you have to clear one fence at a time and do so with a clean pair of heels. We are all guilty of talking too much in pitches, so does this apply toy you? It surely applies to you and to me in equal measure. It applies to everyone. We all sometimes talk past the point at which what we say is effective. Learn to pause, learn to shut up. You will get more sales not less.

Not shutting up happens for one main reason in a pitch. That is the fear that you will get an objection. You have to welcome the objections and not try and bluff your way through the other person by continuing to talk over them. Understand this: The reason you keep talking is not to impart more selling points its simply avoidance of questions by the potential client. Once you own up to this you can seriously do something about it. Products and services are sold by dealing with objections not by taking a bat to the prospect with a very long monologue. The proof of this is in listening to our own voices being played back in recordings of our calls. Listen to yourself and you will hear the clattering sound of hooves as you talk over any possible lull in your one monologue. Take note of this and watch your numbers increase and your conversions. Shutting up is a very powerful skill and usually practised only by the most confident in a team.

If you get this one point and nothing else from me my job will be done. More sales are lost by salespeople being boy racers with their pitch than everything else that is poor about a pitch put together. Think about it, is this you? Of course it is. It's all of us in sales. We need to be reminded to shut up. A suggestion I always like giving is for salespeople to shut up at almost every opportunity given to them! Try it and watch your conversions improve. It takes confidence and the ability to answer questions and objections which is what shutting up is all about. People in sales talk about closing the sale all the time. Shutting up often leads to that magic phrase from your potential client. What happens next or maybe How does this work? Both these statements will mean, barring sheer idiocy on your part (!) you have a new client. Often achieved by simply shutting up.

logo   Website by Mountain Lion Design | Content © 2018 Simon Kenna Telesales Training UK
W: | T: 020 8720 6567 | E: [email protected] | A: 36, Iffley Road, Hammersmith, London W6 OPA | Site Map

logo   Simon Kenna Telesales Training Reviews
Read my client reviews on Google…
Services rating: 5 out of 5 based on 23 ratings