Foreword xvii Introduction xix Why You Need Phone Scripts xxii How to Get the Most from This Book xxvii Part I Laying the Groundwork for Success 1 Chapter 1 What It Takes to Be a Top Producer: Ten Characteristics of Top Sales Producers 3 Top Characteristic #1: Make a Commitment 5 Top Characteristic #2: Be Prepared for Recurring Selling Situations 8 Top Characteristic #3: Record & Critique Your Calls For 90 Days 11 Top Characteristic #4: Thoroughly Qualify Each Prospect 14 Top Characteristic #5: Re-qualify Prospects at the Beginning of your Close 17 Top Characteristic #6: Build Rapport Before, during, and After a Sale 19 Top Characteristic #7: Ask for the Sales Multiple Times 22 Top Characteristic #8: Treat Gatekeepers with Courtesy and Respect 25 Top Characteristic #9: Resign from the Company Club 28 Top Characteristic #10: Invest Daily in Your Attitude 30 Part II Prospecting Techniques and Scripts 35 Chapter 2 Better, Smarter Prospecting Techniques: New Cold Calling Techniques That Work 37 A Fresh Prospecting Approach for You 41 A Better Approach Than "How Are You Today?" 43 Don't Say That, Say This! 45 How to Develop an Effective Elevator Pitch 50 Four Ways to Get Past the Gatekeeper 52 Why Asking for Help is a Great Way to Get Information 55 Stop Pitching the Gatekeeper-and What to Do Instead 57 What to Do if the Prospect Takes Only Emails 60 Chapter 3 Dealing with Resistance When Prospecting: How to Overcome Initial Resistance While Cold Calling 65 Eighteen New Ways to Handle "I'm Not Interested" 67 Five New Ways to Handle "Just Email Me Something" 71 Five (Nine, Really!) New Ways to Handle "I'm Too Busy" 74 Five New Ways to Handle "We're Currently Working with Someone" 77 Ten New Ways to Handle "We're All Set" 79 How to Overcome "We Handle That in House" 82 How to Handle the "We're happy with Status Quo" Objection 83 Chapter 4 You Can't Sell an Unqualified Lead: Qualifying Scripts to Identify Real Buyers 87 Fifteen Ways to Handle the Competition Objection 89 How to Question for Budget 94 How to Qualify for Interest 98 How to Qualify an Influencer 101 The Only Qualifying Question You May Need 104 How to Requalify Existing Prospects and Clients 107 The Two Most Important Qualifiers (and How to Ask for Them) 110 How to Qualify Prospects without Interrogating Them 114 Chapter 5 Other Prospecting Situations-and How to Handle Them 121 The Proper Way to Handle a Call-In Lead 121 Features and Benefits versus Knowing How to Sell 124 How to Build Instant Rapport with C-Level Executives 126 Chapter 6 Voice Mail and Email Strategies 131 Voice Mail: Five Proven Techniques That Get Your Calls Returned 131 The Touch-Point Plan: How to Turn Cold Leads into Warm Leads 137 Conclusion to Prospecting Techniques and Scripts 141 Part III Closing Techniques and Scripts 143 Chapter 7 How to Close the Sale 145 Opening a Closing Call 147 Five Ways to Get Better at Handling Objections 150 How to Use Assumptive Statements 152 The Importance of Confirming Your Answers 154 Seven Things to Say When Prospects Don't Have the Time for Your Presentation 155 How to Stay Organized (and Efficient!) 158 How to Get Your Prospect Talking 161 Softening Statements That Keep Prospects Talking 163 Positive Statements That Help You Sell 167 Handling Objections When Requalifying 170 Always Have This Close Handy 174 The Three Times to Handle an Objection 176 Chapter 8 How to Deal with Specific Objections 179 How to Handle "I Haven't Looked at the Information Yet" 179 Eleven New Ways to Handle "The Price is Too High" 182 Six New Ways to Handle: "I Need to Talk to My Boss" 186 Ten New Ways to Handle the "I Need to Think About It" Objection 190 "I Want to Think About It"-Another 10 New Ways to Handle It! 193 How to Deal Effectively with the Influencer 197 Closing Questions to Isolate the Objection 199 How to Overcome the "We Tried It Before and It Didn't Work" Objection 204 How to Handle "I'll Have to Speak with. . . ." 206 How to Handle the References Stall 210 How to Handle "My Supplier is My Friend" 212 How to Overcome the "You Expect Me to Make a Decision Now?" and "I Need to Do More Research" Objections 215 How to Overcome the "Market/Industry/Economy is Bad" Objection 218 How to Overcome the "My Relative Handles That for Me" Objection and the "I Have a Longstanding Relationship with My Vendor" Objection 220 Chapter 9 Winning Closing Techniques 223 How to Use Tie-Downs to Build Momentum 223 Too Many Options? Narrow It Down to Get the Sale Now 229 Boost Your Sales by Using This One Word 231 Ten Ways to Soften the Price Objection and Keep Pitching 233 In Sales, the Most Important Thing to Say is. . . . 236 Ask for the Sale Five Times-at Least! 238 Chapter 10 Follow-Up Strategies 241 The Proper Way to Set a Call Back 241 How to Follow Up with Prospects and Win Business 244 Staying Top of Mind Across a Longer Time Frame 248 Conclusion 250 Acknowledgments 255 Connect with Mike Brooks 257 About the Author 259 Index 261
MIKE BROOKS, "Mr. Inside Sales", is a master phone script writer and author of The Ultimate Book of Phone Scripts. That book has been endorsed by the President of the American Association of Inside Sales Professionals (AA-ISP). Mike is the recognized authority on inside sales training and phone script development. In 2017, he was awarded the "Top Service Provider" designation for training and development, and has also been voted one of the most influential inside sales professionals by the AA-ISP for seven years running. For more information, visit his website: mrinsidesales.com.