Scheduling Appointments - 2 : Important Sales Techniques

By now, you may have understood the requirements for scheduling an appointment successfully. But, how will you execute a call? What steps will you need to follow? Let's understand the same in the following video. 

Video 6.2.7: Telephone Script

In this video, you learnt the steps involved in making a call, but the prospect might raise some objections such as "I already have an insurance plan" or "I am very busy; I don't want to waste time without any output".

You need to handle these objections patiently to convince the prospect that it is worth investing some time with you. In the following video, let's understand this in further detail. 

Video 6.2.8: Handling Objections 

To summarise:

1. A telephone script helps in scheduling an appointment successfully. 

2. A telephone script includes a series of steps that you need to follow to schedule an appointment successfully. The steps are mentioned in the following image:

3. You need to park the objections from the prospect using the LAC framework. 

4. After every call, you need to do a self-review to check how you fared over the call and to improve your performance in the upcoming calls. 

5. You need to use the 'Feel-Felt-Found' framework.

You learnt about LAC, which is a technique used to handle objections over the phone. LAC teaches us 'how to say' when your prospects raise objections during a telephonic conversation. One suggestion for 'what to say' when objections are raised during telephonic conversations is using the Feel-Felt-Found framework, also known as the FFF framework.

'Feel' stands for showing empathy to the prospect and saying that you understand how they feel.

'Felt' refers to using third-party influence and saying that many other prospects have felt the same way as the prospect is feeling right now.

'Found' is letting the prospect know that when these prospects met you, they found your services or the meeting to be beneficial.

For instance, to any objection raised during a phone call, for example, “I don't trust private insurance companies”, you can say, "I understand how you feel. Many of our customers have felt the same. However, when they met me, they found the meeting to be beneficial, and now, they are my happy customers. I will definitely keep your concern in mind and address it when we meet. So... ", and then, you can continue with the telephonic skill model from where the objection was raised.

Remember that the FFF framework should be used for handling objections while fixing appointments over a call. One should not 'probe' and 'answer' over the telephone, as the communication may get derailed. Besides, the objective of the phone call is only to fix the appointment and not to sell or have a detailed conversation about the product or the prospect’s concerns.