The Six-Step
Telephone Track
Introduce Yourself
Step I
and Your
Company
o
o
o
Step II
Take the Curse
Off the Call
o
o
o
Step III
State the Purpose
of the Call
An
Step IV Interest-Capturing
Statement
o
o
o
o
Step V
Request an
Appointment
o
o
o
Step VI
Overcome
Resistance
o
A judgement will be made
within 15 words
Keep it warm and friendly
A call is an interruption
Get permission to continue
Soften the impact with "just
a minute," etc.
A brief hard hitting lead in
Mention referrals if you have
them
Usually a customer benefit
You can also use a
provocative question
Don't give too much
information over the phone
Give a choice of times (fatal
alternative)
Agree with the objection
Switch back to your idea of
reason for the appointment
Ask for the appointment
again