Sales management teams know that while all of the training in the world may benefit each representative, the employee is the only one who is making the sales call. This makes the teaching of proper phone etiquette and effective correspondence skills all the more valuable to a company.
Representatives need to be taught that making the call too personal off the bat may scare the potential client away, as these customers may not respond well to an overly aggressive salesperson, according to Barrett Riddleberger, the chief executive officer (CEO) of Resolution Systems, Inc., a sales training and consulting firm.
Although customers like a good relationship with a salesperson, they favor a business solution at the end of the day. Some buyers are results-focused, and personal conversation may turn them off to the possible transaction, the executive noted.
A salesperson should have a targeted list of questions that they want to ask, along with a knowledge of the products, so that if the business side of the call goes well, they can then enter into the realm of personal questions and establishing a relationship, according to Riddleberger.
Letting the client do most of the talking can help to move the conversation along, as they will often realize what they want through an open dialogue instead of a pitch, Entrepreneur.com reported.