Sales Mock Call with Detailed Explanations – Outbound

fifty dollars per month plus
installation fees
um okay I I don't know that's kind of
too much for me I I don't think we're
willing to pay that much our internet is
a little slow but it works for us most
of the time so I'm I don't think so hey
everyone this is gonna be a lengthy
video so if you need the shorter
uninterrupted version of this mock call
click the link at the top otherwise keep
on watching and this is the knowledge
base of this mock call
foreign
hello
hi may I speak with Vanessa Roberts this
is she good morning Vanessa this is
Candace from Christian Telecom the
reason for my call today is about the
form you filled out on our website for
our fiber plans have I caught you at a
good time
uh for now it's fine but I might be busy
soon but we can talk about it now all
right in this case the lead isn't
resistant to the call because she
voluntarily provided her contact
information to the company this is
already a warm lead in that she's
already familiar with the company and
she's already identified her needs so
she's more open to Communication in some
cases this is not going to be the case
some of you will be cold calling meaning
the lead or the prospect won't be
familiar with your company so they're
not going to be ready to make a purchase
let alone give you the time of day for a
conversation but cold calling is going
to be a topic for another video today
we're going to be hearing a warm lead
let's continue but we can talk about it
now
perfect first I'd like to quickly
confirm your address and see if it's
part of our serviceable locations what
we have here is one one three four five
key Spruce Way San Antonio Florida
33576 is this correct
that's correct all right this is a
qualifying question confirming the
address ensures that the agent is
selling to the right Prospect remember
that in this campaign the offer is only
to specific ZIP codes in Florida so if a
customer isn't from one of these zip
codes then there's no points selling or
offering the service let's continue
that's correct
perfect so this dress is eligible for a
fibroid connection we can provide you
with a service would you like to know
more about our available plans
it's a relevant question but it's too
early in the call
sure you want to briefly introduce your
company and what you do in one sentence
but other than that Focus all your
initial responses on the customers needs
and problems for several reasons your
prospects don't care about you and your
company they only care about their
problems and their Solutions so ask
about them instead don't ask if they
want to hear about your product they
don't unless you make them realize that
your product could solve their problems
also talking about your product without
getting to know your prospects needs
will just sound like you're contacting
them out of pure self-interest you want
to make a sale and get a commission fine
but they will shut down the moment they
realize that you're just shoving
products to their faces so let's hear
the prospect's response to this question
um actually I was just curious if my
location's serviceable for fiber but I'm
not I'm not really actively looking to
switch right now I'm kind of happy with
my current provider so unsurprisingly
she's met with an objection this is an
indication that she's talking way too
early about her product so what should
the agent do let's hear it
I understand uh this is just going to be
a discovery call to see if there are
areas where we might be able to help you
out with if I could just ask you real
quick how much is the average speed
you're getting from your current
provider
um I'm not sure I haven't really checked
what's your current provider
bcnc as you heard the agent asked more
questions and that is because when met
with an objection your number one goal
is to keep the conversation going and
you do that by asking questions but not
questions about your that will lead you
to talk about your products and services
No it should be questions that will get
your prospect talking about her current
situation her problems her wants and
needs because first asking questions
catches the lead's attention it
encourages them to engage and behind
every successful sales pitch is an
Engaged Prospect there's no way to make
a sale with an unengaged Prospect if
your prospect is unengaged throughout
the conversation then he ain't buying
second asking questions will help you
gather information it'll reveal
information about your lead that will
later help you figure out the most
suitable product to offer and third
because asking questions will encourage
your prospects to engage it makes the
interaction conversational and and it
will help them warm up to you as a
stranger as opposed to a one-sided
conversation where you're just talking
talking about your product and the lead
not saying a lot each second they spend
talking to you makes you less of a
stranger and more of someone familiar so
the trust and Rapport could slowly
develop there and fourth asking
questions if they are the right
questions will make the lead curious
like okay why is she asking me this
question so the answer because they're
curious as to how it would go and the
next thing that you know they're
answering one question after another and
if the product turns out to be actually
interesting then they forget about
ending the call and they engage with you
there's a part of us humans that like to
talk about ourselves and being asked
questions will activate that desire it's
a signal that you're interested in what
someone has to say which in this case
you actually are because you're
gathering information this is why when a
Salesman only talks about his product
and his product alone and doesn't bother
asking questions about you as a prospect
you instinctively repel that sales
person because his interest ends up
becoming the highlight of the
conversation while yours is being swept
under the rug but be careful with the
type of questions that you're asking
your prospects make sure that they don't
require too much thought to answer keep
them simple casual and relevant you
don't want to drown your leads with
questions that are too complicated to
answer because they likely shut down so
basically don't make them think too hard
so in this case asking about the
prospects provider and internet speed
are good questions because they're
simple and Casual enough little to no
reason for the prospect not to answer
this question it's just too simple and
casual and relevant for the agent let's
proceed
and what do you usually use your
connection for browsing gaming streaming
okay another technique when asking
questions is to provide examples and
options she provided three options
browsing game and streaming and so
providing those options just helps the
lead not think too much and ensure that
she actually provides an answer you're
aiding your lead to think because you're
doing the Sorting for her you don't have
to do this all the time but if there are
situations where you can just provide
options for the customer to select from
then
do it let's proceed browsing gaming
streaming
um all sorts of things
but mainly just browsing FaceTime and
streaming most of all and are totally
happy with how the speed performs for
each of these activities or do you think
it could be better in some aspects
[Music]
totally happy but mostly it's acceptable
when watching videos at 4K there's
definitely some lagging doesn't matter
which device on our phones on our TV it
was just freeze for a few seconds and
then resume I'm guessing it's the
connection because it's definitely not
the device
we just bought this 4K TV last month and
it's been happening like clockwork every
time we watch in 4k
other than that it's fine okay so this
is the customer opening up more and more
she revealed something more without
being asked and that is the magic of
asking questions
it'll get the cus the the prospect
talking more about herself and it will
help you figure out the best product to
offer first she revealed that she's
having a little problem with her
connection she tells herself it's fine
but it's probably enough to bother her
to bring it up in the conversation and
second
she just bought a 4K TV what does this
tell us this tells us that she needs a
faster connection than what she's
currently getting otherwise her 4K TV
will go to waste this is a golden moment
in this conversation because now the
agent has figured out that the client or
the prospect has a strong need for the
product that she's selling now it's up
to the agent to make the prospect
realize that let's proceed
we just bought this 4K TV last month and
it's been happening like clockwork every
time we watch in 4k
other than that it's fine
you know when streaming 4K videos you
normally need 25 megabits per second to
effectively load without lagging
anything lower than 25 it would
definitely slow you down one way or
another
oh really I wasn't exactly aware of that
tell you what Vanessa why don't we test
your connection and see how much speed
you're exactly getting because I think
you're getting less than 25 or if you
are chances are it's not a consistent 25
throughout the day are you in front of
your computer right now
no but now that you raised that I'm
actually curious since I haven't really
checked the speed before huh uh all
right let me just go to my computer what
do you want me to do
so if you could just open a browser and
go to speedtest.net
uh-huh
speedtest.net okay
and then click go once you're there okay
it says oh wow this thing's moving
yep that's the meter
the first number should be your download
speed
okay it says 8.19 and there's another
wheel coming up I guess that'll be the
upload speed yep that'll be the upload
speed huh so now it says
17.43 so 9.19 and 17.43 so definitely
not enough huh no definitely not enough
to load 4K you know when you're
streaming videos we need to look at your
download speed how much megabits you're
downloading from the web per second okay
your download speed is 8.19 that's good
enough for 1080. but definitely not for
4K because you see 4K technically is
four times the size of 1080. so that's
like 2 million pixels versus 8 million
pixels per second
oh wow so that explains the lagging then
oh definitely there's no doubt about it
and that's what I'm calling you about
today Vanessa if you want to make the
most out of your 4K TV that have
something much faster for you with an
attractive pricing okay you could get up
to 800 megabits per second which is
roughly 100 times faster than your
current download speed would you like to
know more about the available plans okay
so here the agent is asking again the
ques the the first question that she
asked during the call would you like to
know more about the available plans but
this time it is well timed it is not too
early it is just the right time because
this is when the agent has identified a
need and the prospect is pretty much
ready to hear about it would you like to
know more about the available plans well
that sounds great but how much is it it
depends on the plan but 800 megabits per
second starts as low as 50 dollars per
month plus installation fees she offered
the third package which is the 800
megabits per second for fifty dollars
per month and if you think about it this
is an Overkill she could just have
offered the lower plans which are 400
megabits per second for thirty dollars
per month or 100 megabits per second for
25 dollars per month but she went for
the highest plan
and that's for several reasons the first
reason could be that the campaign is
specifically asking their agents to
offer the most expensive plans first
before the cheaper ones second it could
be that by offering the most expensive
plan the agent is going to get a higher
commission which is not bad if the lead
is going to take it anyway or lastly by
offering the most expensive plan and the
customer is going to refuse it then the
agent is going to offer the the cheapest
plan which is 25
then she's going to create a contrast in
the leads mind and the lead is going to
think okay from fifty dollars to twenty
five dollars that's a really huge
difference and she's gonna think this is
too good of a deal to pass up I should
take it either way the sale is going to
be likely successful but let's hear the
leads response fifty dollars per month
plus installation fees
um okay I I don't know that's kind of
too much for me I I don't think we're
willing to pay that much our internet is
a little slow but it works for us most
of the time so I'm I don't think so hmm
okay
so she finds it's too expensive that
she's willing to forego the 4K feature
of their TV so that means the the agent
pushed too far price wise what should
she do let's hear it I don't think so
okay how much do you pay monthly for
your current connection the Asian tier
asked about her current monthly fee to
put things into perspective and also by
asking the competitors pricing she'll be
better able to offer the best pricing
could it be the 400 Mbps for 30 dollars
or the 100 Mbps for 25 dollars okay
let's hear the prospects response okay
how much do you pay monthly for your
current connection
about 30 33 dollars something like that
uh that's kind of like my price range I
don't think I want to be paying any
higher than that okay okay I get you
back here okay because I might have
something more suitable for you oh okay
okay what if I tell you you can get 100
megabits per second for only 25 dollars
with free installation fee all right so
now the agent is offering the most
suitable package for the lead cheaper
than what she's currently paying and
also cheaper than what she previously
offered so let's hear it 25 dollars for
how much how much speed 100 megabits not
as fast as 800 but definitely 12 times
faster than your current download speed
more than enough to play 4K and cheaper
than 33 dollars how does that sound
I'm gonna have to talk to my husband
about it
um I also have to go to work now can you
call me later after work this evening
here the lead came up with two
objections first is that she needs to go
she's probably busy she needs to be
somewhere which is not that bad because
she actually suggested a call back so
that is a good sign
um the second objection she said that
her she needs to talk to her husband
first so in some calls you are going to
be talking to leads that actually don't
make the decision or they have to
consult other individuals to make the
decision this is pro this is
particularly true if you're in a B2B
industry where you're like you're
representing a business and you're
calling another business to offer your
products and services hopefully this is
not going to be that much of an issue
because the product is pretty much
affordable
um but it's going to be particularly
tougher if you're in a B2B situation
because the price tag
in those cases are going to be really
high and in some cases there will be
some red tape involved so the barrier is
quite higher in that situation but in
this case hopefully not okay let's hear
it again
sure I can call you back at six or seven
this evening which do you prefer seven
should be fine
all right then thank you for your time
Vanessa I'll call you back at seven in
the evening today have a good day you
too bye all right here again the
customer gave a vague time and she said
this evening after work but then the
agent majored to hone in on a specific
time
and so she provided again two choices
six or seven this evening which do you
prefer so it just makes the decision
making very easy for the lead the
thinking is if you have 100 dishes to
choose from in a menu you would take a
long time to decide which one you would
want to eat as opposed to having to
choose only from 10 dishes so in this
case less is more if you can trim down
the questions to their simplest form and
provide choices when possible and make
those choices as uncomplicated as
possible the better okay so let's now
hear the Callback
foreign
good evening this is Candace from
Christian Telecom I'm following up with
you as we agreed this morning to boost
your internet speed for a 4K loading
capability oh yes hello Candace how are
you I'm doing fantastic I'm just about
to head home I'm just doing my last
calls for the day how are you great
great thank you I just finished work and
I have talked to my husband about it um
we just have a few questions before we
jump into it okay so questions are good
coming from a lead it means that you got
them engaged enough to ask questions of
course sure go ahead
I'm a little unclear about the pricing
you said it was uh 25 which is a lot
cheaper than my current provider and a
lot faster too which is what God is
interested you know sure but what I'd
like to know is is 25 is going to be my
regular monthly fee or is it only for a
couple of months and I'll pay the
regular price because
if that is the case we're not interested
oh 25 is actually already our regular
pricing for 100 megabits per second
fiber connection
oh and no additional fee on top of 25
after a few months no additional fee
because that's already the regular
pricing and the installation is free as
well
oh okay then great let's do it perfect
so to recap real quick I've got you a
plan for 100 megabits per second for a
25 monthly fee no installation fee
placing the order will only take a
couple of minutes I'll send you the link
then I'll walk you through the steps to
sign up are you ready
all right
I've just sent you the sign up link to
your email vanessarroberts gmail.com
okay let me check
I got it great so just click on the link
and fill out the required information
and you should receive a confirmation
email after that
okay I'm doing it now
okay I think I'm done what's next now
you can choose the plan and payment
method and make sure to unclick the box
next to the installation fee since you
already have a landline installed and
click on submit order yes click on
submit order and that should complete
the purchase okay I think I'm done okay
let me check here
one moment
congratulations I see here that the
order is successful you will get your
router within three business days and I
will also send you a link to a video
showing the step-by-step instructions on
how to activate it
thank you
but um my service will continue working
until we receive the router right oh
definitely your service will continue
working without any interruption perfect
we are honestly so excited about it and
I hope we won't get disappointed no you
won't be when you're finally able to
make the most out of your 4K TV with no
more buffering why would you be
disappointed
well when you put it like that it makes
sense
and if you need help you can always call
a customer service hotline and they'll
be there to answer your billing and
Technical questions all right Candace
thank you so much and we'll just wait
for the router you have yourself a great
evening you too Vanessa you have a great
evening bye bye I would like to give
credit to Aliyah sad for helping me
formulate this mock call his expertise
and vast experience in sales have made
this tutorial possible so thank you so
much Ali and I'm looking forward to
working with you again soon I would just
like to point out a few things some of
you might say this call was really easy
because the lead was already interested
in the product and that is true in this
scenario the ideal conditions are
present the lead is interested in the
product has a real need of the product
and has the ability to buy
in most cases though this is not going
to be the case understand that only a
small percentage of people that you're
going to be calling will be interested
in your product and not for a lack of
trying or being a bad salesman there's
plenty of different reasons why people
wouldn't want to buy your product in
this call it just happened that the
customer has a need of the product
interested in it and has the ability to
buy you can spark the interest but if
there's no real need of the product then
your lead will say no the lead might
have a real need of the product but he
if he can't afford it then he will have
to say no sales isn't Magic but you can
hypnotize the lead into giving all his
money
it is hard work and one that doesn't
always lead to a yes but there are
aspects of it that you can control and
those you must master your ability to
ask questions and engage the lead for
example as demonstrated in this mock
call alright that is all for today thank
you so much for watching and if you have
more questions and requests leave them
in the comments
and that's all
bye-bye
happy New Year happy year happy New Year
foreign