WHAT TO SAY ON PHONE CALLS YOU WILL HAVE A JUMPSTART ON YOUR DAY YOU CAN JUST SIT DOWN AT YOUR DESK OR OTHER PLACE TO MAKE CALLS

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Catherine Sims
6 years ago
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1 WHAT TO SAY ON PHONE CALLS CALLING MEDIA SPECIALIST, SCHOOLS, AND ANYONE ELSE IN THIS DIVISION CAN BE QUITE SCARY IF YOU DON T DO IT OFTEN WE LL TALK A BIT HERE ABOUT MAKING THOSE PHONE CALLS FIRST I ALWAYS FIND IT HELPFUL TO MAKE A LIST OF PEOPLE YOU WANT TO CALL - I FIND IT MUCH MORE PRODUCTIVE TO DO THIS THE DAY BEFORE. I PERSONALLY HAVE A STACK OF FOLDERS OF SCHOOLS/ORGANIZATIONS THAT I HAVE A LEAD FOR OR PAST ORDERS/APPOINTMENTS. I WILL GO THROUGH THAT STACK FIRST AND THEN I LL GO THROUGH MY NEW LEADS LIST. ALWAYS BE SURE YOU HAVE THE NAME AND PHONE NUMBERS OF THE PEOPLE THAT YOU PLAN TO CALL NO NEED TO WASTE TIME ON FINDING THAT INFORMATION DURING YOUR CALL TIME. YOU WILL HAVE A JUMPSTART ON YOUR DAY YOU CAN JUST SIT DOWN AT YOUR DESK OR OTHER PLACE TO MAKE CALLS NEXT YOU SHOULD ALSO FIGURE OUT WHEN AND WHERE YOU WANT TO MAKE THOSE PHONE CALLS SET YOUR OFFICE HOURS WE ALL HAVE DIFFERENT BUSINESSES SO OUR OFFICE HOURS WILL BE DIFFERENT. MY KIDS ARE NOW BOTH IN SCHOOL SO I CAN GO TO MY OFFICE AND WORK. THAT WASN T ALWAYS THE CASE. SOME OF YOU NEED TO WAIT UNTIL AFTER HOMESCHOOLING TIME IS OVER. SOME OF YOU NEED TO WAIT UNTIL NAP TIME. OTHERS OF YOU NEED TO GET YOUR KIDS BUSY AND QUIETYOU MIGHT EVEN HAVE TO TRADE BABYSITTING WITH ANOTHER UZZIE SO YOU CAN BOTH MAKE PHONE CALLS. I DID THAT WHEN MY CHILDREN WERE YOUNGER. I HAVE MADE PHONE CALLS IN THE CAR RIDER LANE, AT STARBUCKS AND EVEN SITTING IN MY CAR AFTER I WENT TO THE GYM THE KIDS WERE STILL IN THE CHILD CARE AREA AT THE GYM AND I SNUCK OUT TO MY CAR TO MAKE A FEW CALLS FOR ABOUT 10 MINUTES. FIGURE OUT SOMETHING THAT WILL WORK AND DO IT. YOU LL HAVE TO FIGURE OUT YOUR SITUATION AND MAKE IT WORK FOR YOU. IF YOU ARE HAVING TROUBLE FINDING TIME THEN ASK YOUR UPLINE FOR MORE SUGGESTIONS. ONE MORE THING TO DO BEFORE YOU MAKE PHONECALLS PRINT OUT SOME OF THOSE SCHOOL AND LIBRARY INFORMATION SHEETS FROM THE CIA LINK - YOU CAN FILL IN THE BLANKS BEFORE YOU ARE CALLING SO YOU KNOW THE NAMES AND PHONE NUMBERS OF THE PEOPLE YOU WANT TO TALK WITH THIS IS SOMETHING THAT CAN BE DONE THE NIGHT BEFORE (EVEN AFTER THE KIDS GO TO BED IF NEEDED) I CAUGHT MYSELF GOING TO WEBSITES BEFORE EACH CALL THIS MORNING WHICH IS A COMPLETE WASTE OF TIME DURING PRIME CALLING TIMES BE PREPARED FOR YOUR CALLING Q: what if you are new and dont have any contact info? A: YOU HAVE TO BECOME A RESEARCHER research websites, call the schools, get on lists/newsletter Q: I was just looking for the School and Library Information Sheets in CIA this morning and couldn't find them. Where are they? A: Take a look on the CIA link (right corner of your page) then under School/Library under downloads

2 BEFORE I CAN TALK ON THE PHONE I TRY TO HAVE A REASON TO CALL. THERE CAN BE A NUMBER OF REASONS TO RING YOUR SCHOOLS/LIBRARIES. ****LET S NAME SOME REASONS TO RING New titles, new school year Introduce yourself as their Usborne rep BOOKING FALL APPOINTMENTS, CHECK ON A PAST OR RECENT ORDER, CHECK TO SEE IF BOOKS ARRIVED, ASK IF THEY RECEIVED THE POSTCARD, CHECK TO SEE IF THEY RECEIVED A MAILING FROM YOU AWARD ANNOUNCEMENTS ARE GREAT REASONS TO RING Customer Service...what Usborne titles are popular right now! Want to drop off a free book BOOKING FALL APPOINTMENTS, CHECK ON A PAST ORDER, CHECK TO SEE IF BOOKS ARRIVED, ASK IF THEY RECEIVED THE POSTCARD, CHECK TO SEE IF THEY RECEIVED A MAILING FROM YOU I HAVE FOUND SNAIL MAILINGS ARE REALLY WORKING FOR ME. I WILL MAIL MY LISTED SCHOOLS THROUGHOUT THE YEAR. THINGS LIKE POSTCARDS I HAVE CREATED, THE NEWLY REVISED SCHOOL/LIBRARY BACK TO SCHOOL SALE FLYER, NEW TITLE FLYER, ANNA HIBISCUS AWARD NOTICE, C365 INFORMATION I MAIL ANYTHING THAT I CAN FIND THAT WILL BRING NOTICE TO ME. I PUT THINGS IN THE ENVELOPE THAT WILL FALL OUT ON THEIR DESK BUSINESS CARDS, STICKERS AND BOOKMARKS ARE GOOD THINGS TO ADD. ****CAN YOU THINK OF ANYTHING ELSE YOU CAN SEND TO THE SCHOOLS/LIBRARIES? AWARD FLYERS kane miller sell sheets RFTS, BF AND LFL BROCHURES Our new CFAC fundraiser info BE SURE YOU PRINT IN NICE COLOR I ACTUALLY JUST DID A MAILING WITH THE CFAC FLYER IN NICE COLOR A SAMPLE ORDER FORM AND THEN A SAMPLE CARD BE SURE YOU ARE IN A POSITIVE HAPPY MOOD SMILE A LOT DO SOMETHING THAT WILL MAKE YOU HAPPY IF IT S READING A BOOK, LISTENING TO MUSIC, CALLING ANOTHER HAPPY/POSITIVE UZZIE THEN DO THAT I PERSONALLY HAVE MUSIC PLAYING IN THE BACKGROUND VERY LOW PROBABLY NOT A GOOD IDEA TO WATCH THE NEWS WHILE YOU MAKE PHONE CALLS SO NOW THAT YOU HAVE PREPPED TO MAKE YOUR PHONE CALLS IT S TIME TO JUST DO IT HERE ARE SOME THINGS YOU CAN SAY YOUR GOAL IS TO START A CONVERSATION. SOME OF THESE THINGS ARE FROM TRACI BILD AND HER BOOK 7 STEPS TO SUCCESSFUL SELLING SHE IS THE SPEAKER FROM CONVENTION A COUPLE OF YEARS BACK HER MOTTO IS WORK SMARTER NOT HARDER TRACY SAYS THERE IS A 5 STEP PROCESS TO MAKING PHONECALLS SUCCESSFUL I LIKE TO USE MOST OF THESE STEPS AND OTHERS LIKE TO USE ALL THE STEPS 1) THE OPENING 2)DISARMING 3)THE REASON

3 4)CHECKMATE QUESTION 5)CHECKMATE CLOSE YOUR GOAL IS TO GET AS MANY YES ANSWERS FROM THE PERSON YOU ARE CALLING. ON THE TELEPHONE YOUR DESIRED RESULT IN MOST CASES IS TO GET AN APPOINTMENT QUICKLY I LL GO THROUGH THE 5 STEPS #1 OPENING YOUR OBJECTIVE IS TO GET A SIMPLE ACKNOWLEDGEMENT THIS IS EASIER TO DO IF YOU ARE FRIENDLY AND ARE SMILING YES THEY CAN TELL ON THEIR END OF THE PHONE IF YOU ARE SMILING YOU WANT RESPONSES LIKE YES, WHO? HELLO START WITH THIS STATEMENT ALWAYS HELLO, (FIRST NAME), THIS IS (YOUR FULL NAME) CALLING (AND THEN WAIT FOR A RESPONSE) THE WORD CALLING IS A GREAT WORD TO SAY MANY OF US START OUT PHONE CALLS LIKE THIS. HI THIS IS PATTI MCCLIMANS FROM USBORNE BOOKS CALLING AND I AM MAKING MY APPOINTMENTS FOR THE FALL AND I WAS WONDERING IF YOU HAVE A FEW MINUTES IN THE NEXT COUPLE OF WEEKS TO MEET WITH ME TO SEE MY AWARDWINNING AND EDUCATIONAL BOOKS OK THERE IS A HUGE DIFFERENCE BETWEEN THOSE TWO STATEMENTS THE SECOND ONE WAS WAY TOO MUCH INFO - -THEY HAVE ALREADY TUNED YOU OUT. THE FIRST STATEMENT IS SHORT SWEET AND TO THE POINT. IT ALWAYS THEM TO ACKNOWLEDGE YOU #2 DISARMING YOUR OBJECTIVE IS TO GET A YES RESPONSE AND OBTAIN PERMISSION TO TALK I UNDERSTAND YOU ARE A FRIEND (OR COLLEAGUE) OF IF YOU RECALL WE MET AT THE. I UNDERSTAND YOU ARE IN CHARGE OF I UNDERSTAND YOU ARE THE MEDIA SPECIALIST MRS. FELDMAN AT PRHS GAVE ME YOUR NAME IF YOU RECALL, I GAVE YOU MY BUSINESS CARD AT OUR HIGHSCHOOL REUNION LAST WEEK (YES THIS HAPPENED TO ME LAST WEEK) **NORMALLY BY THIS TIME THEY HAVE FIGURED OUT WHO YOU ARE I USUALLY ADD USBORNE BOOKS AND MORE AT THIS POINT YOU WILL KNOW WHEN TO ADD THIS I DON T DO IT AT THE BEGINNING SO THE PERSON I CALL WON T BE PUT ON GUARD IN THE FIRST STATEMENT BECAUSE THEY THINK I M JUST ANOTHER SALES PERSON BECAUSE YOU ALL KNOW WE ARE MUCH BETTER THAN ALL THOSE OTHERS AND OUR BOOKS ARE THE BEST AND MORE COLORFUL AND PRETTY THAN ALL THOSE OTHER BOOKS. NEXT I LL ASK PERMISSION TO TALK- I PERSONALLY SAY DO YOU HAVE A QUICK MINUTE -- MOST SCHOOL/LIBRARY PEOPLE ARE VERY BUSY SO THEY LIKE THAT STATEMENT. OTHER THINGS YOU CAN SAY AT THIS POINT

4 IS THIS A CONVENIENT TIME FOR YOU TO TALK DID I CATCH YOU AT A GOOD TIME **IF YOU GET A NO THEN HERE ARE A FEW FOLLOWUP QUESTIONS WOULD AN HOUR FROM NOW BE BETTER WOULD THIS TIME TOMORROW WORK BETTER FOR YOU WOULD EARLY NEXT WEEK WORK BETTER FOR YOU I understand you must be quite busy, could I get a minute of your time? (BE SURE YOU MARK THAT TIME IN YOUR CALENDAR AND CALL THEM THEN) THIS IS USUALLY A NICE EASY CALL TO RETURN BECAUSE NOW YOU CAN SAY YOU ASKED ME TO GIVE YOU A CALL AT THIS TIME THE LAST 3 STEPS ALL KINDA BLEND TOGETHER IN MY OPINION YOUR ULTIMATE GOAL FOR ALL THREE OF THESE STEPS IS TO MAKE THE APPOINTMENT BY CARRYING ON A CONVERSATION YOU ALSO WANT TO LEARN MORE ABOUT THE SCHOOL/LIBRARY #3 THE REASON YOUR OBJECTIVE IS TO OBTAIN AN APPOINTMENT OR OBJECTION BE SURE UBAM IS MENTIONED BY NOW, EXPLAIN THE PURPOSE OF YOUR CALL AT THIS STEP BE SURE TO BE YOURSELF ASK QUESTIONS WITH PREDICTABLE ANSWERS USE WARM INVITING WORDS AND KEEP SMILING I PROMISE THEY KNOW IF YOU ARE IN A BAD NEGATIVE MOOD OR IF YOU ARE A HAPPY POSITIVE PERSON THINGS TO SAY THE REASON I M CALLING IS BECAUSE I AM MAKING MY APPOINTMENTS FOR THE FALL AND WAS WONDERING IF SEPT 8 OR 9 WOULD WORK FOR YOU I AM MAKING MY APPOINTMENTS FOR THE NEXT COUPLE OF WEEKS AND WAS WONDERING IF YOU HAVE A FEW MINUTES ON SEPT 8 TH /9 TH FOR A QUICK MEETING I WILL BE IN THE AREA ON AUGUST 29 TH DO YOU HAVE A FEW MINUTES FOR A QUICK MEETING I MAILED YOU SOME INFORMATION ABOUT OUR GREAT SERIES, C365 AND I WAS WONDERING IF YOU RECEIVED IT ***BE SURE YOU KNOW YOUR REASON BEFORE YOU CALL #4 CHECKMATE QUESTION- OBJECTIVE IS TO UNCOVER A NEED OR MOTIVIATION AND TO LISTEN TO THE CUSTOMER WHILE I HAVE YOU ON THE PHONE, MAY I ASK YOU A QUICK QUESTION DO YOU HAVE ANY DEWEY NEEDS, LOOKING FOR NEW BOOKFAIR COMPANY THIS QUESTION COULD VARY QUITE A BIT ACCORDING TO THE SCHOOL/LIBRARY YOU ARE CALLING HERE ARE SOME OTHER QUESTIONS THAT I HAVE ASKED DO YOU DO ANY ONLINE ORDERING?

5 MAY I YOU SOME ADDITIONAL INFORMATION AND LOG-IN INFORMATION FOR YOUR OWN EDCLIBRARYBOOKS.COM ORDERING WEBSITE CAN I VERIFY YOUR ADDRESS? Do you need any more AR books for your curriculum?" #5 CHECKMATE CLOSE YOUR OBJECTIVE IS TO CLOSE THE SALE OR SET/CONFIRM THE APPOINTMENT DATE. YOU ALSO WANT TO REPEAT BACK ANYTHING TO THEM LIKE YOUR APPT DATE THAT S EXACTLY ONE OF THE REASONS THAT I WANTED TO MEET (OR SPEAK) WITH YOU I WOULD LOVE TO TALK TO YOU MORE ABOUT THAT VERY THING WOULD NEXT TUESDAY OR WEDNESDAY WORK FOR YOU? ONE OF YOUR GOAL FOR YOUR PHONE CALLS IS TO CREATE AND BUILD RELATIONSHIPS WITH YOUR CUSTOMERS YES IT S MUCH EASIER TO CALL PEOPLE THAT YOU ALREADY HAVE MET WITH OR HAVE ALREADY STARTED BUILDING THAT RELATIONSHIP WITH COLD CALLS CAN BE THE HARDEST WHEN I DO COLD CALLS (OR CALLS TO THOSE I VE NEVER MET WITH) I ALWAYS TRY TO GIVE THEM SOMETHING TO RELATE TO COLD CALLS ARE SOOOOO MUCH EASIER IF YOU HAVE MAILED THEM SOMETHING BECAUSE YOU HAVE SOMETHING TO CHAT WITH THEM ABOUT. IF YOU HAVEN T MAILED THEM ANYTHING THEN GIVE YOURSELF A REASON TO RING THEM YOU WILL BE IN THE AREA, YOUR COMPANY HAS A NEW TITLE, YOUR COMPANY HAS A NEW AWARD FOR ANNA HIBISCUS, I NOTICED THAT YOU HAD A BOOKFAIR LAST WEEK AND DID YOU KNOW, I NOTICED THAT THE LOCAL GROCERY STORE GAVE YOU A $2000 GRANT TO USE IN YOUR LIBRARY DID YOU KNOW THAT SUSIE AT THE OTHER BRANCH RECOMMENDED THAT I TALK TO YOU MAKE SURE YOU DO RESEARCH BEFORE YOU CALL A COLD CALL AGAIN IT S MUCH EASIER TO TALK TO THEM IF YOU KNOW SOMETHING ABOUT THEM THIS ALSO HELPS IN CALLING AT BAD TIMES I PERSONALLY NEVER CALL DURING THEIR SCHOLASTIC BOOKFAIRS OR THE DAY BEFORE THEY START THEY ARE USUALLY IN NO MOOD TO TALK TO ME AT THAT CRAZY TIME. OK TO SUM IT ALL UP HERE S HOW ONE OF MY TYPICAL PHONE CALLS WILL GO HI TAMMY THIS IS PATTI MCCLIMANS CALLING. (PAUSE AND WAIT FOR A YES) AS YOU RECALL WE MET AT THE CONFERENCE A FEW DAYS AGO AND YOU SUGGESTED THAT I CALL YOU. (YES THE AUTISM CONFERENCE) YES THAT S RIGHT. DO YOU HAVE A QUICK MINUTE? I WORK WITH USBORNE BOOKS AND MORE AND WE WERE THE COMPANY THAT HAS THAT MATCHING GRANT PROGRAM THAT YOU WERE VERY INTERESTED IN (OH YES WE JUST GOT A SPECIAL ED GRANT) THAT S EXACTLY WHAT YOU WERE TELLING ME I WOULD LOVE TO SIT DOWN WITH YOU FOR A FEW MINUTES NEXT WEEK IF YOU HAVE TIME ON TUESDAY OR WEDNESDAY (I HAVE WED AM). OK HOW ABOUT 9:30AM I WILL BE ONLY MINUTES (THAT SOUNDS GREAT) ARE THERE ANY PARTICULAR SUBJECTS OR DEWEYS THAT YOU ARE LOOKING FOR? (YES I NEED 400S AND 700S WE ARE LOW IN THAT AREA) - OK - I LL BE SURE TO BRING SOME OF THOSE TITLES WITH ME -- I LOOK FORWARD TO SEEING YOU AGAIN NEXT WEDNESDAY, AUGUST 31 AT 9:30 HERE S ANOTHER ONE

6 HI DANA THIS IS PATTI MCCLIMANS CALLING(WAIT FOR ANSWER) I MAILED YOU SOME INFORMATION ABOUT NEWLY AWARD WINNING SERIES CALLED ANNA HIBISCUS (USUALLY OK ) I AM CALLING TODAY TO MAKE SURE YOU RECEIVED THAT INFORMATION AND TO SEE IF YOU HAVE ANY QUESTIONS. (I DID RECEIVE IT THANK YOU). I M WITH EDC EDUCATIONAL SERVICES OR USBORNE BOOKS AND MORE. I AM SETTING MY APPOINTMENTS FOR THE FALL AND WOULD LOVE TO DROP IN FOR A FEW MINUTES TO SHOW YOU MORE OF OUR AWARD WINNING TITLES. (YOU EITHER GET OK OR I DON T MEET WITH VENDORS ). DO YOU ORDER ONLINE? (YES ONLINE) HOW ABOUT IF I SEND YOU AN WITH A LINK TO YOUR OWN WEBSITE AND ALSO ADD YOUR LOG-IN AND USERNAME IN THE . YOU CAN BROWSE THE CATALOG (SURE) DO YOU ORDER ONLINE? (NO REALLY I HAVE NO MONEY). WELL THAT S OK IF YOU DON T HAVE ANY BUDGET THIS YEAR. I LOVE TO STOP IN AND MEET WITH YOU TO HELP YOU MAKE A WISHLIST OF TITLES. WE ALSO OFFER SEVERAL PROGRAMS THAT CAN HELP YOU GET FREE BOOKS I CAN INTRODUCE YOU TO THOSE PROGRAMS AS WELL. IF THEY SAY THEY DON T MEET WITH VENDORS AND ONLY ORDER THROUGH A CERTAIN JOBBER I ALWAYS MENTION THAT MOST OF OUR BOOKS ARE NOT AVAILABLE THROUGH JOBBERS AND ONLY DIRECTLY THROUGH US IF THEY ARE ONLY ALLOWED TO ORDER THROUGH A JOBBER (AKA FOLLETT OR INGRAMS) THEN OFFER THEM LFL, BOOKFAIRS OR RFTS AS OTHER OPTIONS TO GET THE BOOKS IN THEIR LIBRARIES OR CLASSROOMS. Q: So, it's okay if we the S/L some of the fliers we get? A: YES IT IS GOOD TO MAIL AND INFO TO THEM JUST BE SURE YOU FOLLOW UP WITH THEM IN A FEW DAYS TO SEE IF THEY RECEIVED THAT INFO Q: Do we need to know the Dewey Decimal System? A: YOU SHOULD BE FAMILAR WITH IT SINCE IT'S A BIG PART OF THE JOB BUT...WE ALL HAVE OUR CHEAT SHEETS. YOU CAN FIND THE CHEAT SHEET ON THE EDUCATIONAL SERVICES LINK ON YOUR LOG-IN PAGE YOU CAN PRINT THE WHOLE LIST IN ALPHABETICAL OR DEWEY ORDER. YOU CAN ALSO PRINT OUT JUST A SUMMARY OF THE DEWEYS. HERE IS A SUMMARY ( ) GENERALITIES ( ) PHILOSOPHY & PSYCHOLOGY ( ) RELIGION ( ) SOCIAL SCIENCES ( ) LANGUAGE ( ) NATURAL SCIENCES & MATHEMATICS ( ) TECHNOLOGY (APPLIED SCIENCES) ( ) THE ARTS (FINE & DECORATIVE ARTS) ( ) LITERATURE & RHETORIC ( ) GEOGRAPHY & HISTORY EASY FICTION FICTION

7 Q: What If... funding for books have been cut, and the principal won't allow the children to do fundraisers? A: LISA-- MAYBE THERE IS A CORPORATE SPONSOR THAT CAN HELP OUT THERE - also PTA MINI GRANTS, LOCAL SMALL DONATIONS FROM DRYCLEANERS, GARBAGE COLLECTION COMPANIES Be sure you listen to Lisa Hemmingson s convention audio it will help here. Q: Do you leave messages? A: Voic saying look for my , then . But only after I've tried to get them in person a few times. JUST REMEMBER>>>> SWSWSWSW SOME WILL SOME WON T SO WHAT SOMEONE S WAITING

COLD MARKET - FIRST CALL SCRIPT

COLD MARKET - FIRST CALL SCRIPT This page takes less than 2 minutes. You MUST sound both CONFIDENT and HAPPY!!!! Hello is {their-name} there? {pause} {their-name}, my name is and I am calling in response