The TeleSmart 10 Series Calendar

Click here to learn more
about these 10 skills and where you rank.

Navigating

Does your Inside Sales training consist of “smile and dial” techniques that fail to generate consistent revenues? Has your team participated in Field Sales training only to find that it didn’t translate into a 7-second phone call or email which must carry impact?

After training thousands of inside sales professionals and managers, we’ve come up with the TeleSmart 10 - Sales Booster Series for generating revenue by phone and email. Our sales methodology has 10 essential skills for telephone effectiveness that actually work. This month we’ll be delving into Navigating, the keys to gaining access in an ever-increasing tighter space.

This skill is one of the most important and delicate skills that one must master when selling by phone . Here are the 5 most common challenges and solutions for gaining access:

“My contact has assured me they are the decision-maker, but my sale has stalled and red flags seem to be popping up. I’ve already established a relationship with my contact and don’t want to upset them by calling their boss.”	There’s always a reason to call high and wide when you want to create urgency in your sale and get the right visibility. Depending on how far along you are in the sales cycle, there are high risks in contacting the higher level. This should only encourage you to be prepared. Only make live contacts. Voice mails and emails create unwanted tracks.
“When Navigating, should I be pitching or selling my product? Should I be leaving voice mail messages?”	Navigating is a form of research and it’s not selling - it’s gathering information to use to sell. When navigating, commit to talking to “live” voices only. Whenever possible, avoid voice mail. Instead, press the “0” and “#” keys to get redirected to another person or department. This way, you can get information the same day instead of waiting weeks. Approach your mission with urgency.
“I lost a few deals last month because I was talking to the wrong person. I found out later the competition was talking to the right person. I was assured by my contact that I was talking to the decision-maker of the project.”	Been betrayed by a gatekeeper lately? We’ve come up with a term called “no-po’s” These are people who do not have the power to say “yes” but usually seem to say “no.” So why do we accept “no’s” from people who don’t have the power to say “yes?” This is happening because when the economy is uncertain, more people may be required for signing authority. Gatekeepers have more purchasing powers than they are willing to admit to. Spend time building org charts to understand who has the power within the department you are targeting.
“The people I’m trying to reach are heavily guarded and they are protected by an army of gatekeepers, how do I begin to break it?"	You’ve already started. Engage gatekeepers the best you can as they can be a huge help. Approach them with respect. Don’t take much of their time. Use “verbal hugs” and preface your questions with “I wonder if you can help me?"
"I've always been told to start straight at the top and work your way down when Navigating, what is the best approach?”	If you decide to start high make sure you are prepared with some homework and establish enough rapport to not only be escorted down, but also keep open lines of communications. It is better to start low and work your way to the top. You will be a lot better informed and will have earned your right to stay there.

This skill is offered in the Navigation seminar module, which is part of the TeleSmart 10- Sales Booster Series. Check all the topics at: www.tele-smart.com .

TeleSmart is a global training company specializing in developing efficient, focused and strategic telephone and on-line communications for inside sales, service and support teams and managers.

For more on-site training, or teleclasses on the TeleSmart 10 methodology at the manager and team level, contact TeleSmart Communications at: 415-759-6537, or send an email to getsmart@tele-smart.com.