Sales departments don’t have easy jobs. Sales calls are one of the most common ways to reach clients. How to make them effective? Use some ready-made templates to facilitate agents’ work.
Sales calls are an important part of every sales department. Whether cold calling or follow-up calls, they’re an important part of contact with clients. About 41% of sales reps believe that calls are the most effective sales tool for them.
To automate and manage call centers more efficiently, you should invest in software. CloudTalk would be a great option! First, it improves agents’ work thanks to features such as Caller ID, which provides a comprehensive overview of the client before an agent starts a conversation. There are also Contact Tags, which help with the customization of client lists and makes sorting and searching quicker.
The directness and efficiency of sales calls means that many companies have high hopes for this solution. Many agents use ready-made scripts to facilitate their work. They can be very helpful when a client says something that makes an agent get confused or lost for words. But it’s important not to treat these patterns as gospel. Adapt them to specific industries and situations, otherwise, the agent may sound unnatural.
Below you will find six useful scripts for every sales agent to use on a daily basis. Remember that each call should start with an introduction - who is calling and from which company. And it’s also a good practice to use “we” instead of “I”, since doing so increases your chances of success by up to 35%.
Let’s dive into the topic and cover some sales call scripts.
#1 First call
If your agent is calling a given client for the first time then it’s a crucial moment. A first impression can only be made once. So it’s a good idea to explain why the agent is calling and highlight the reason why your company’s offer might be good for the prospect.
“Hi, Mr./Mrs./Miss [client’s surname]. My name is [agent’s name], and I am calling from [company’s name]. We offer some interesting solutions for businesses from industries such as [name a few industries]. There are some new products in our offer, so I am reaching out to you because we think you may be interested in our products. Do you have a few minutes to listen about them?”
If the answer is yes, continue. If no, then try to schedule an appointment instead.
“After research carried out by our sales department, it’s quite clear that many companies struggle with team management or inner communication. If you are one of them, we can offer you a helping hand.
If you’re interested in finding out more details about our products and a tailored offer, I would like to set up a meeting with you. What date is good for you?”
Let the customer answer.
“Great! I will call you then with an unique offer prepared for you. Have a nice day!”
#2 Calling with an offer
Now it's time to call with a bid proposal. It's essential to focus on the benefits and be ready for some questions. It’s also crucial at this point to highlight the uniqueness of your offer. The client should feel special and taken care of.
“ Good morning/afternoon Mr./Mrs./Miss [client’s surname], my name is [agents’ name] from [company’s name]. Recently, our company has been providing some innovations that may be very helpful in your industry. I’m reaching out to let you know that we have prepared an offer tailored to your needs. Do you have a minute to listen to it?
Let the customer answer.
“Wonderful! So I would like to start from [a detailed description of the offer]. Do you have any questions about the offer? I would be more than happy to answer.”
Answer the questions. If your company’s bid proposal suits the client, it's time to make a deal and close the sale.
“It was a pleasure speaking with you today. We hope that our cooperation will be fruitful for your company. Have a great day, bye!”
# 3 Recording a voice message
Sometimes it's hard to reach a customer, and at such times all agents are grateful for a voicemail. When recording such messages, it's essential to remember two things. First, voicemail has a time limit, and second, the recording should be insightful and interesting enough to encourage the client to call back.
Such a message should be short and sweet, but the agent cannot speak too fast or the client may not understand the point and very likely won’t call back.
“Hi, Mr./Mrs./Miss [client's surname]. My name is [agent’s name], and I am calling from [company’s name]. I am reaching out to you because we have prepared a good offer for your needs, and you may be interested to hear the details.
If you want to get to know more about it, please call me back. Once again, it's [agent’s name] from [company’s name]. You can reach me on the following number, [business agent’s number].”
#4 Clarification call
Sometimes the sales process lasts longer. And during this time, several issues may arise that need clarification. So it's crucial to make a follow-up call and ask for any necessary information. But it has to be done in the right way so that the company isn’t cast in a bad light. How to do so in a professional way?
“ Hello, Mr./Mrs./Miss [client's surname], this is [agent’s name] from [company’s name]. We are in the middle of completing our contract but we need some more details in order to close the deal, which is the reason for my call. Is this a good time to ask you some questions? It will only take a few minutes.”
Let the customer answer.
- If the answer is “yes” then answer with “great, it won’t take long. I need to ask you about [required information].”
- If the answer is “no”, then reply “that’s fine, I completely understand. Just let me know when you have some spare time to go through it,” and then it's time to discuss the date for arranging an appointment.
“Thanks for your time. I will keep you informed about further progress on the deal. Goodbye, have a nice day.”
#5 Follow-up calls
Sometimes the client may call an agent and record a voicemail message for them. The agent has to reply to this, as the client cannot be left with unanswered questions. In such cases, it's crucial that the agent apologizes for not managing to answer the call and that the client had to record a message.
“Good morning/afternoon Mr./Mrs./Miss [client’s surname], it’s [agent’s name] from [company’s name] here. I’m sorry you couldn’t reach me last time you called, and I’m phoning you back as you requested. Is now a good time for you?
Let the customer answer and ask their questions.
“These are very interesting questions. As I briefly mentioned before, our company will do its best to make you content by [answers to the client questions].
We hope that everything sounds clear to you now. If you have any further questions, please don’t hesitate to contact me.”
If your agents need some help with calling back, CloudTalk can automate this process. It registers missed calls and dials the customer’s number until an agent contacts the client successfully.
#6 Extension of cooperation
Selling doesn't just mean new customers and new deals. Agents very often perform sales calls to sustain existing partnerships. And such conversations must have a slightly different tone than when calling new customers.
When an agent calls an existing client, it's necessary to know the client’s history and which aspects of the cooperation were more significant than others. It's also good to know which solutions did not work well in case this needs to be justified. In other words, the agent must prepare well before such an interview.
In order for the client to extend the cooperation, they must sense that their expectations will be met and that they are not just one of many. The more unique your customer feels, the better.
“Hi, Mr./Mrs./Miss [client's surname]. It's [agent’s name] calling from [company’s name]. I am reaching out to you because our contract is about to end. Do you have some spare time to cover this topic?
Let the client answer.
“Great, so I would like to ask if you are satisfied with our services and if you want to extend the contract? What do you want to improve in our partnership?”
Let the client answer.
“Right, I see your point. I have noted all your comments, and we would like to propose a contract taking into account all the aspects we’ve just discussed. It should be ready next week. It would be great if we make an appointment to cover the details and close the deal. What day would be best for you?
Let the customer propose the date.
“Monday at 1 p.m. sounds great. I will call you then. The contract will also be sent to you before our meeting so you’ll have plenty of time to read it and consider the contents. If you don’t have any questions, I’d like to wish you a great day. Bye!”
Are your agents ready to make some sales calls?
It may seem simple, but getting the sales process right is no cakewalk. In addition, agents need to do this over the phone instead of in-person, making things more complicated. To make their work a little easier, you can provide agents with these templates. They are excellent guides to help during conversations with clients.
Remember to adapt these scripts to your industry and customers. Moreover, agents should not be focused on saying them word for word. Let the templates only support planning a conversation or when an agent loses the thread and doesn’t know what to say. Remember that customers value naturalness in conversations with salespeople.
If your company focuses on cold calling, we have also prepared a list of seven templates that will facilitate these types of conversations with clients. We hope that they will allow for more efficient work and better sales results for your business.