In Defense of the Dreaded Cold Call, Part 2: Get On The Horn
The Eccentric’s Guide to Cold Calling in 5 Simple Steps….
Last month we discussed the oft forgotten virtues of peddling your wares door to door, a daunting enough task to be sure. In this installment we’ll explore the redheaded stepchild of marketing, the black sheep of self promotion, the dreaded cold [phone] call. They don’t call it the COLD call for nothing either. It’s true. Everybody dreads it. You do. They do. I do (And I love to “BS” with people).
There’s something about the process that feels unnatural for both persons on either end of the line. It’s cold, indeed. Cold enough to give both the caller and the person being called the shivers. It’s the Mt. Everest of sales tactics. You could be the most outgoing, confident person in the world, but picking up that phone and finding the strength to dial that number takes some doing. Here at Go Media, Cleveland’s premier Design firm, we believe in you. Your will is strong, and you’ve already got the know-how. You just need some motivation. So here we go…follow our lead.
Today we’re going to add warmth and personality to the cold call process in 5 simple steps. We’ll debunk some of the mysteries behind it, get the skunk on the table, look it in the face, and overcome our fears together to help you get your foot in the door and grow your business.
Fear is the optimum word here, people. More specifically, fear of rejection. It’s at the core of our collective dislike over cold calling. That, and it just seems unnatural. No one likes to have their day interrupted with a phone call from someone they hardly know. Being the person who has to make that call can be intimidating. If you’re like me and you hate being solicited, then you’re going to hate being the solicitor. You’re bound to feel some bit of self loathing, maybe even self hatred. To this I say, resist the temptation. Keep your chin up. You’ve got something valuable to share. And, besides, it has to be done. You can hide behind a smokescreen of emails forever. But pretty soon you’ll find that your business is suffering. There’s always room for some good old fashioned one-on-one conversation with people to perk things up a bit. We’re only human after all. It’s okay to feel some trepidation with the process. But it’s that personal touch (the very humanity of it all, if you will) that makes it such a reliable form of communication.
Step 1: It’s all about overcoming objections. Cold calling is a contact sport. You’re going to run into a lot of resistance. Just remember that you’re not a shyster, and you’ve got something important to offer.
Q: How does one overcome objections?
A: With confidence.
Q: How does one gain confidence?
A: Well, you either got it, or you don’t.
But if you’ve got it, and it’s hiding under a level of uncertainty, then do your homework. Learn as much about the company you are attempting to reach before you make that call. Seek to understand what it is that the company does. Get to know them inside and out. Identify possible needs that they may have, and fill in the gaps with the value that you bring to the table. This will help build confidence. And nothing thwarts resistance more than exhibiting confidence.
Step 2: Develop a personal approach. Conversation is an artform. You can talk AT people, past people, or wait until the other person is done talking, so that you can begin talking too. None of this makes for good conversation. Be prepared to let people speak. Learn to savour the silences and pauses in a conversation. They’re gifts. In a world full of noise and distraction, it’s nice to let things fall naturally. Resist the temptation to fill the gaps, and don’t worry if the person on the other line is about to interrupt you or dump you down the booby hatch. Throw caution to the wind. You’re not a snake oil salesman. You’ve done your homework. You understand their business, and you’ve identified a need. Share it, naturally. And, by all means, let the other person have the last word.
[Note: Here’s an extra bit of oddball advice for further instruction…Check out some old Youtube videos of the great talk show hosts, like Johnny Carson, Dick Cavett, or Tom Snyder. This may sound highly unorthodox, and it may even strike you as being a bit silly. But, fact is, these were three of the world’s’ greatest conversationalists, able to naturally shift gears and effortlessly follow the rhythm of any conversation with just about anyone. And how did they achieve this? By being genuinely curious about other people. So open your mind. Get over yourself. And get ready to do more than just talk. Get ready to listen, learn, and share. Before you know it, you too have become a brilliant conversationalist.]
Step 3: The yogic approach. No kidding. One of the biggest hurdles to the cold call is physical tension and nervousness. Nothing calms the nerves more than simple breathing. And nothing jumpstarts breathing more than a little physical activity. Try doing some stretches before you call, some forward bends. Get the blood flowing, and let it rush to your head. If if helps, and you have the mobility, get up from your chair, and walk while you talk. It’s more natural than sitting at a desk with a phone glued to your ear.
Step 4: Get passed the gatekeepers. You will encounter them over the phone. Some of them are downright suspicious of everybody. Most of them, however, are ordinary people just doing their job. Don’t be discouraged. And, for goodness sake, don’t be rude. Talk to them the way you yourself would like to be talked to. Show them the same courtesy you would to the receptionist at your dentist’s office. Chances are they’ll warm up to you.
Come clean with you you are and why you’re calling. You’re seeking a moment of someone else’s time. Be up front about it. It’s nothing to be ashamed of. The gatekeepers are trained to sniff out the sneaky ones. Don’t be sneaky. And most importantly, always remember, before they connect you, to ask for the direct extension of the person you are trying to reach. That way, next time you call in, you can bypass the gatekeeper entirely. Unless of course you hit off. If so, more power to you.
Step 5: So you’ve had a nice brief chat with the gatekeeper/receptionist, and it has been determined that you do not pose any imminent threat of wasting anyone’s time. Congratulations. The finer attributes of your personality have really shown through. “I’ll connect you now,” says the receptionist. And just like that, you’re in.
That went well. Before you know it, you’re on the air. And it’s not a voicemail, but an actual person you’re speaking with. Remember to pace yourself. Your cold call is getting warmer. Speak in a manner that reassures the person on the other end of the line that you’re not a kook. Tell them upfront, right out of the gate, who you are, why you’re calling, and ask them if now is a good time to talk. Regardless of their response, this is your cue to provide a little bit more detail behind who you are and the purpose of your call. The person on the other end of the line is listening. You’ve got their attention. Deliver a short pitch, ask a question or two about their business, and settle in for the conversation.
At this point the conversation could go just about anywhere. If they insist on speaking with you at another time, accept it. Be prepared to offer a specific alternate date & time to follow up with them. In the meantime, offer to send them more information on your business. This will illuminate your next conversation.
So there you have it. You’ve cleared the biggest hurdle in the process – finding the motivation to pick up the phone, get passed the gatekeeper, make that personal connection, and establish familiarity with your clients. The rest is up to you. Good luck.