Transitions: The Hardest Part of Cold Calling
Two months ago, I began taking Yoga classes. Through my early practices, I discovered that I need tremendous improvements in my strength, balance and flexibility. But most importantly, I discovered that I have really choppy transitions from one pose to the another. Instead of flowing, I am lurching after each position hurrying to get into the next. It’s very awkward.
How does this relate to appointment setting?
An effective Cold Caller is able to transition smoothly throughout an entire call – no matter where the prospect takes the conversation. Starting at the introduction, and moving to a conversation, posing great questions, overcoming objections, asking for the appointment and qualifying the lead. It’s all one fluid string of communication points that create a smooth and natural exchange between two people. No lurching.
Just like it’s hard for me to learn graceful Yoga transitions, it’s hard to teach a new Client Associates how to transition easily on the phone. Many new Client Associates master each part of the conversation well (just like the individual Yoga positions), but don’t even realize that they need to piece them together seamlessly.
I was listening to a call by one of our Client Associates three weeks ago. She successfully scheduled an appointment. But, she did so in what I thought was an awkward way. Her transition from “what software do you currently use,” to “I’d like to set a time for you to talk with my Vice President” sounded like two totally separate conversations, not a natural progression of one talking point to another. Luckily, the prospect had a need and was interested in talking to the Vice President.
After considering my Yoga experience, I understood this new Client Associate’s challenge much better. Now, she is being coached on transitions. The improvement has been remarkable.
It’s one thing to master a set of discrete points, but to have a meaningful conversation that results in a qualified appointment, fluid transitions are essential.