I’ve been doing this for so long that sometimes I don’t notice what I do differently. And why get better results. I was working in insurance firm recently and the guy sitting next to me was shocked at the number of credit cards clients give me over the phone. It could easily be 10 to 15 different credit cards per day from different clients. He was only getting about 2 to 3. He stopped me and said “I Gotta know exactly what you tell people on the phone. I want to see if it works for me”.
We went through the process step-by-step. He wrote it down, picked up the phone and went through it just as I explained. At the end of the conversation, the client gave him his credit card. He turns to me and says “OK it worked, but I don’t understand why it worked”. The purpose of this post is to make sure that not only does it work for you but you also understand why it works.
This process is pretty straightforward, so even if you think you know it. I would urge you to keep reading, you might notice subtle differences that will make all the difference in on your close.
The first thing you need to do is build rapport with your client. Meaning don’t you sound like another salesman calling to shove a product down his throat, without his consent. Don’t push the client just make sure he feels comfortable
The second and most important thing in the conversation makes sure the client understands what the product is and he really wants it. When I say really wants it, I mean imagine yourself walking into a bar seeing that hot blonde sitting next to the bartender. And how much you want her, the client needs to want to the product more than that. The way you get him there is by emphasizing what the product can do for him. Nobody cares about how powerful it is and what the technical specs are. All the client cares about is what’s in it for him.
The third part is bringing up and answering questions and rejections. Your client has both even if he thinks he doesn’t. Start talking about what you are going to do as if he has already said yes and gave you the card. Take the client through the motions of having placed the order, this will bring up the rejection. Answer them and make the client feel comfortable on the phone with you.
The fourth part going for the card. This is where 80 to 90% of salesman drop the ball. I know you’re excited that you’re making a sale, it’s not only the commission it’s also the ego of I was able to close somebody. Even though that is the case you need to be calm.
Imagine if you were ordering a pizza and the guy on the other side of the phone got excited when you gave him your card number. You can hear that his heart was pounding just like yours is. You can hear the squeaking his voice and he was talking really really fast. You would freak the hell out and hang up the phone. Funny as it seems you’re doing the same thing to your client. You’re getting excited when it’s time to take a card, and he can feel it.
When you take a card you have to sound like you’re bored. Bored out of your skull, you do this million times a day and here comes another card. Sounds simple enough but it’s something you have to get used to. This is one of the main reasons why the more season salesmen are able to close more sales. They do not get excited about closing the sale.
If you need to handle your excitement you can train yourself by talking to attractive members of the opposite sex that you don’t know. You don’t have to try to pick them up just talk to them. This will trigger the same excitement, the heavy breathing, the sweaty hands. But after a few times, this will pass because you got used to it, it will also stop happening when you’re on the phone.
As for what you should say, simply ask your client what card he would prefer using. This would give the client a softer close, one where he’s comfortable telling you if he’s not ready to give you the card over the phone. Sounds counter intuitive right? The title of this post is how to get a client to give you his card over the phone, and I’m telling you that some are too scared no matter what you do. So what’s the deal right?
When you push a client by giving him a hard close he will just freak out and hang up. Once you take him through this process he will feel comfortable telling you if he’s scared to give you the card. Allowing you to provide him with alternatives. Like getting a prepaid card where he deposits the exact amount he wants to pay, that way he has nothing to worry about if credit card theft is an issue that scares him. Whatever the fear, when the client feels at home with you there will always be a solution.
Try it out, and let me know how it worked for you.