Did you know that 92% of all customer interactions happen over the phone?
Yet most people are afraid to get on call with clients.
They dread client calls like it’s the call of a death angel.
And this is the reason, they are not able to grow their business.
Mastering the art of the call is crucial.
Especially if you’re like Jordan, a skilled digital marketer ready to scale his freelance operation into a thriving small agency.
In this guide, I’ll walk you through the essential steps to effectively close deals over the phone.
Whether you’re looking to:
- Secure a follow-up meeting
- Get that final nod on a contract
My proven strategies will equip you with the tools you need to succeed.
Let’s dive into transforming your call approach and start winning more clients today!
Step 1: Preparation
a. Research Your Client:
Before you even dial the number, make sure you understand who’s on the other end.
❔ Questions to answer
1. What’s their business about?
2. What challenges do they face?
3. What have your previous interactions been like?
This groundwork lays the foundation for a successful call.
b. Set Your Goals
Clearly define what you want to achieve from this call.
Is it a signed contract, a commitment to a follow-up, or something else?
Setting a clear objective keeps the conversation focused.
c. Craft Your Approach:
Prepare a flexible script or key points you want to cover.
This isn’t about reading verbatim but having a guide to ensure you touch on all critical aspects without losing track.
This section provides a detailed breakdown of how to prepare for a sales call effectively.
Step 2: Building Rapport
I hate robotic people.
Don’t act robotic by:
- Getting straight down to business.
- Having no sense of human emotions.
Humans make decisions based on emotions.
And your job is to connect with them humanly.
Open your call with a friendly and engaging tone. Act humanly.
Stay semi-formal.
Mention a personal detail if known, or simply express genuine pleasure in speaking with them.
This personal touch can set a positive tone for the entire conversation.
And apply the following tactics on call:
a. Listen Actively
Pay close attention to what the client says, and show that you’re engaged by responding appropriately.
Active listening demonstrates respect and builds trust, which are crucial for any business relationship.
b. Mirror and Match
Have you ever attended an NLP session?
This is the first thing you will hear – Mirror and match the other person.
This will build understanding between you too.
If you want the other person to be relaxed with you. You will have to get relaxed too.
The same goes for vulnerability.
Adapt your communication style to match the client’s.
If they speak slowly and calmly, do the same.
This technique, known as mirroring, helps create a subconscious sense of familiarity and comfort.
By focusing on these rapport-building techniques, you ensure the conversation flows more smoothly and naturally, setting the stage for a successful pitch.
Step 3: Understanding Client Needs
Copywriters are taught to ask open-ended questions.
Why?
So that you can let the other person take the stage.
When you ask open-ended questions, the client will share whatever is on his or her mind.
Initiate a dialogue that allows the client to express their needs and concerns freely.
❔ Open-ended questions examples
What challenges are you facing with your current solutions?
How do you see this problem impacting your business?
invite detailed responses and provide valuable insights.
a. Clarify and Paraphrase
To ensure you’ve understood correctly, summarize what the client has said and ask for confirmation.
For example,
“So, if I understand correctly, you’re looking for a way to streamline your processes to save time.
Is that right?”
This not only shows you’re listening but also that you care about getting things right.
b. Show Empathy
Empathy is one thing, you must practice on a daily basis.
Apart from the benefits, they will help you understand and feel the intensity of people’s problems.
And this will be hugely beneficial in the business and personal world.
Show that you understand and feel the intensity of their pain.
Phrases like “That sounds challenging” or “I can see how that would be difficult” help build a deeper connection and prepare the ground for presenting your solution.
This step is about really getting to the heart of what the client needs and confirming that understanding.
Step 4: Presenting Your Solution
Now that you understand the client’s needs, adjust your pitch to directly address their specific concerns.
Highlight how your services or products can solve their problems or enhance their situation.
For instance, “Based on what you’ve shared, our digital marketing solutions can help streamline your customer acquisition process, making it more efficient and cost-effective.”
a. Highlight Benefits:
Focus on the benefits rather than just the features.
Explain how your solution makes their life easier or their business more profitable.
For example, “By automating part of your marketing, you’ll free up time to focus on growing your business.”
b. Use Testimonials and Case Studies:
Reinforce your pitch with real-world examples. Share stories or data from past clients who faced similar issues and saw great results with your services.
“Just last month, we helped a client similar to you increase their lead generation by 50%.”
By clearly articulating how your solutions align with their needs and backing this up with proof, you make a compelling case for your services.
Step 5: Handling Objections
Prepare yourself for potential pushbacks such as concerns about cost, time, or effectiveness.
Think about the common hesitations your clients might have and plan your responses.
For example, if a client worries about the cost, you could explain the long-term ROI and the potential for increased revenue.
a. Stay Positive and Patient:
When objections arise, maintain a positive and understanding tone. Acknowledge their concerns without dismissing them.
For instance, “I understand that the upfront cost is a significant consideration.
Let’s look at how the investment pays off in terms of time saved and increased sales.”
b. Offer Solutions, Not Excuses:
If a client is hesitant, offer solutions that might help mitigate their concerns.
For instance, “If the initial investment is a concern, we could start with a smaller package to demonstrate the potential returns before scaling up.”
Handling objections effectively not only demonstrates your professionalism but also your commitment to truly addressing the client’s needs.
Step 6: Closing the Dealan
When you sense that the client is leaning towards an agreement but just needs a nudge, be direct.
For instance, you could say, “It sounds like our solution aligns well with your needs.
Shall we go ahead and get the paperwork started?”
Instead of asking if they want to proceed, give them a choice between options that both lead to a yes.
For example, “Would you prefer to start with the basic package or the premium one that includes additional features?”
Summary Close
Recap the key benefits they’ve expressed interest in to reinforce their decision.
“Just to summarize, our service will save you time, increase your leads by up to 50%, and provide you with detailed performance analytics.
Shall we proceed with setting up your account?”
Closing the deal is about making the decision easy and natural for the client.
This step ensures that all their concerns have been addressed and they feel confident in their choice to move forward with you.
Step 7: Follow-Up
a. Send a Summary Email
After the call, promptly send a detailed email summarizing the discussed points, the agreed steps, and any immediate actions required.
This helps keep both parties accountable and maintains the momentum.
b. Set a Reminder:
If the deal wasn’t closed immediately, set up a follow-up call.
Keep the conversation alive by checking in regularly, providing additional information, or addressing further questions they may have.
Conclusion
Closing clients on a call is an art that combines preparation, rapport, understanding, and strategic persuasion.
By following these steps, you’ll not only improve your closing rate but also build lasting relationships that could lead to more business in the future.
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