Handling Rejection if someone says “no” to you on the phone
Lots of people are scared to pick up the phone and speak to prospects because they’re not sure how to handle when someone says “no”. Handling rejection is something that is really simple in reality but feels like a mountain when you’re faced with it. Especially when it’s for the calls you’re making for yourself.
First let’s look at what I mean by a prospects. A prospect is someone you want to have as a client. What do you want to get from them? New Business? Their Money? There are ways to do this, and this is really important to understand:
Not everyone is going to be in a position to want or need what you offer right now. And that’s OK!
The real value in any telemarketing campaign or telemarketing activity is about finding out WHEN they’re going to be interested, and why it isn’t now.
Quite often we’re phoning for IT clients and a the crux for us is to find out what projects people have coming up, and when their contracts are due for renewal. Often is relies on the companies we’re calling having an IT budget and some allocation being made for the thing we’re calling about. The project timescales, budget and decision process is all critical information. It’s not an immediate lead but what it means is we’re building a list of all those people who are interested. It’s all vital information forming your sales pipeline and finding out when it comes to March, April, these people are ready to buy because they’re already talking to you. There’s a good chance they won’t be talking to too many other people (as hopefully you’ve met with them and they like you and feel you’re a good fit). Be prepared that they will always need to look at alternatives as they have to, but if you’re talking to them at the right time or before the right time you get to understand what their plans are first and maybe even influence them.
Don’t take No as a rejection because if you can talk to people on the phone and turn it around and find out why it’s a no right now then you can turn it around.
For example I’ve seen people lose leads because the telemarketer will ask “are you looking at this in the next few months?” and the prospect said “no”. The telemarketer was about to get off the phone and the prospect said “but we are in a year”…and finding out this sort of information is how you know you’re successfully handling rejection. Because your’e turning it into a positive.
That’s still REALLY USEFUL information. You have to be careful about how you speak to people and find out if they’re not interested. If they’re not ever going to be, that’s ok, find that out and move onto the next record. But more often than not you’ll find out a lot of why people aren’t interested. You’ll find out if you need to change your approach, or if your product isn’t right for them for good reasons. Or you’ll find out when they will be interested or at least when they’ll talk to you again. That’s why your sales pipeline is critical, it stops people worrying about where to get new business from.
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