New Call (aka First Call)

This is an initial call to a prospect. Prospect may have filled out web form on website or is determined to be a qualified lead based on preliminary research on LinkedIn, Quora, Conference attendence.

Voicemail

Out of the office Message

Leave my tailored voicemail message, giving myself permission to call back on a specified day/time

Hang up and call back when they return

Hit "0" and look for a live person to see where they might be so I can research them more. Were they at a conference? Internal training? Vacation?

VM includes instructions to contact admin assistant

Message includes cell phone/Blackberry ("To reach me immediately, call my Blackberry at ....")

Leave my tailored voicemail message, giving yourself permission to call back on a specified day/time

Wrong person

Confirm phone number I dialed. Ask to be transferred if possible

No longer with company

Dial 0 or contact the number provided on the recording

Standard Voicemail Greeting

Leave my tailored voicemail message, giving yourself permission to call back on a specified day/time

Admin Assistant

Voicemail

Leave my tailored voicemail message, with attention paid to recalling the assistant to request advice on how to reach the lead

Answers

"Can I take a message?"

Leave my tailored message and request that the assistant help you book a time for a call

"I'm not sure when he'll be back..."

"Are there any particular days/times that are best to reach him? For example - first thing in the AM, later in the afternoon after 5pm?

"Send me an email with your info and I'll pass it along if I think it would be interesting for him."

Prospect Answers

Not interested in talking - "Yeah I checked it out online and it's not useful for us. Thanks for checking in."

"That's interesting. Okay. If might ask - What brought you our site in the first place?"

Here you are fishing for a core reason or stated problem. The lead

"I don't remember" or "I don't know."

"I think I read something about your company on a press release."

"My manager asked me to check it out."

"We're looking for a new CRM and you guys only have project management software."

"Really busy right now, send me an email."

"Sure thing. In doing some research, I thought you might be interested in a recent white paper I read/news article I saw. I'll send that to you in email. When would be a good time to try you back to grab a few minutes on the phone to discuss?"

"Really busy right now. What's your number and I'll call you back."

Will they really?

This is clearly a brush off. http://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=video&cd=1&ved=0CDQQtwIwAA&url=http%3A%2F%2Fwww.anyclip.com%2Fmovies%2Fcasino%2Flocating-ginger-and-amy%2Fquotes%2F&ei=x_GXUMq_JsnO2wWz_IGoAg&usg=AFQjCNHWA9v7GRy7_6By6kq6FSvzI9XIQw

Sure thing. I'll leave you my name and number. It sounds like your busy so if you're not able to get to me today, I'll try you tomorrow. What time would be best?

"Really busy right now, can you call me back later?"

"Sure thing. What time is best for later today? I'm mostly open from 2-4pm."

Be careful here. Make sure you ARE free during this time. What if you have a demo set up with another prospect that you've been chasing for 3 weeks at 3pm and this person tells you - "Great! Call me at 3pm. I've got the entire hour free and can talk with you then."?

"Any time after lunch."

"Great. I will give you a call at 2:30. Good by you?"
"Yes, great -I'll send you a calendar invite to remind you to expect me call."

Always specify a time and check for acceptance. If they yes, the small affirmation is useful to the psychology of the sale, plus it shows your professionalism. This may also move the lead to take the step of checking their calendar (ie. "2:30? Hold on - let me double-check...").

"Hold on let me check my calendar. How about 3pm today?"

ME: "What about tomorrow at either 10:30 or 12:30? I'm also an early bird, so I can also try you at 8am before the day gets too crazy."

"Sure I have a few minutes. What's up?"

It's easy to fall into the everyone-I-call-is-busy rut. Be ready and enthusiastic to jump into a sales conversation here. Be relaxed and prepared to deliver your VALUE MESSAGE and engage the lead in a conversation with your intended outcome - Qualification, Situational QuestionsAre you planning to run a short demo on this first call? Is this just a primer to generate interest to schedule a demo later with the lead? What is the action step you intend to take as a result of this call?

Move into your short introduction and begin your moving to your stated objective for my initiatial