CONTENTS
Section One: The Smart Calling Concept
Chapter 1: Cold Calling Is Dumb, but Prospecting Is Necessary
Why Telephone Prospecting Is Both Essential and Profitable
Cold Calling Myths, Smart Calling Truths
Still Think Prospecting Doesn’t Work? That’s News to Someone Doing It
Smart Calling versus Cold Calling
Section Two: Pre-Call Planning
Chapter 2: Creating Your Possible Value Proposition
Understanding Your Prospects and Why They Might Buy from You
The Easy Way to Provide Possible Value
Are You Able to Help Cut Costs?
The Value You Have Already Provided for Others
Value Is Not the Same for Everyone
Chapter 3: Intelligence Gathering
What Information Do You Want about Your Prospects?
Identify and Look for Trigger Events
Where to Find Your Smart Information
Exploring the Wealth of Online Information
How to Steal Business When Your Competitor Undergoes Changes
Social Networking—or Social Not-Working?
Chapter 4: Using Social Engineering to Gather Intelligence
Assume What You Can’t Get and You’ll Always Be Right
An Example of Social Engineering in Action
Social Engineering Feedback, and an Answer to an Objection
Chapter 5: Setting Smart Call Objectives and Never Being Rejected Again
How to Never Be Rejected Again: Accomplishing Your Secondary Objective
Secondary Objectives Can also Pay Off in the Future
Chapter 6: More Smart Ideas for Prior to Your Call
When You Are on a Roll, Stay in the Zone
Great Days to Call: When Others Aren’t or Won’t
Other Unconventional Times to Call
Best Times for Follow-up Calls
How about Sending Unusual Items Prior to the Call?
Section Three: Creating and Placing the Smart Call
Chapter 7: How to Be Smart with Voice Mail
Should You Vary Your Message On Repeat Calls?
Listen to Their Entire Voice Mail Message
Listen for Their Tone on Voice Mail
Put the Directions in Your Notes to Save Time
Use Your Prospect’s Electronic System to Gather Intelligence
Call at Different Times of the Day
Give Your Number Twice; Give Your Number Twice
Review Your Message, but Don’t Assume You’ll Always Have the Option
Make Your Voice Mail Message Stand Out from the Clutter
Handling Unreturned Voice Mail Messages
Shady Voice Mail Tactics to Avoid
Chapter 8: Working with Screeners, Gatekeepers, and Assistants?
Be Prepared to Sell the Screener If You Need to
Tips for Working with Screeners, Gatekeepers, and Assistants
Getting Your Messages to the Buyer
What to Avoid Saying in the First 10 Seconds of Your Opening to Decision Makers
Asking for a Decision, or Even Hinting at One
Being Assumptive in the Opening and Using Declarative Statements
How Are You Today? Use It or Not?
Chapter 10: Creating Interest with Your Smart Call Opening Statement
Two Objectives for Your Openings
The Smart Call Interest-Creating Opening Statement Process
An Unconventional Technique That I Have Heard Work
You Have Also Created Your Smart Voice Mail Message
Chapter 11: Handling Early Resistance on Your Smart Calls
It’s So Simple Even a Fourth-Grader Can Do It
Here’s the One Place Where Sounding Dumb Works
Responding When They Are Happy with Their Present Supplier
How to Answer “Send Me Some Literature on That”
Responding When They Try to Rush You
Simple Response to a Quick “Not Interested”
Handling the Early Price Question
Chapter 12: Using Smart Questions
Use Your Possible Benefits to Create Questions
Not All Questions Are Good Ones: How to Use Assumptive Problem Questions
How to Create Assumptive Problem Questions
Practice the Iceberg Theory of Questioning with the Next Questions to Get Better Information
More on Quantifying Needs, Pains, Problems, and Desires
Avoid Questions That Scream “I Just Picked Up an Old Sales Book”
Questions to Learn about the Decision-Making Hierarchy and Process
The Quality of Your Question Determines the Quality of Your Answer
Don’t Ask What They Like Best about Their Present Supplier
Use Benefit Questions Instead of Inane Leading Ones
Chapter 13: The More Important Side of the Question
Get More and Better Information by Simply Letting Them Talk
Your Most Powerful Listening Tool: The Pause
Listen for Their Key Terminology
How to Make Eye Contact by Phone
Listen When They Lower Their Voice
What Is Your Listening to Talking Ratio?
It Would Be Tougher to Listen Your Way out of a Sale
Chapter 14: Recommending the Next Step
Pitching Is for Sports Only: Recommend Instead
The Smart Call Recommendation Process
Use the Words of Others to Be More Persuasive
Using the Principle of Consistency
You Are Absolutely Going to Love This
Chapter 15: Getting Commitment for the Next Action
The Commitment Phase Validates What Has Happened So Far
Your Attitude Is More Important Than Your Technique
Get Commitment with Nonthreatening Words
Help Them Realize They Have Nothing to Fear
Ask for Action, Not Permission
Chapter 16: Wrapping Up Calls and Setting Up the Next Action
The Success of Your Follow-Up Call Is Determined on the Previous Call
How to Set a Specific Time for the Follow-Up Call
What to Put in Your Notes to Ensure a Great Follow-Up Call
Use a Last-Resort Question before Giving Up
Section Four: Putting It All Together
Chapter 17: How to Sound Smart
Don’t Sound Like a Salesperson
Record Your Calls and Review Them Regularly
Chapter 18: Getting and Staying Motivated
Overcoming the Fear of Calling
Size Does Matter as It Relates to Your Thinking
Your Assumptions Usually Come True
Chapter 19: More Smart Calling Success Tips
Send an E-Mail to Find the Buyer
Draw a Decision-Making Organizational Chart
How to Locate Other Decision Makers
Write Down Every Name You Hear
Get Referrals from within Their Company
Should Cell Phones Be Sell Phones?
Give Information on Your Voice Mail Greeting
Take Notes on What They Say and Mean
Chapter 20: A Smart Call Case Study and Makeovers
A “Healthy” Smart Calling Case Study
Smart Calling Opening Statement
Freight Industry Opening Statement