689. How to Book More Jobs through Cold Calling with Dave Tester

Do you feel anxious whenever you try to make a call? In this episode, Dave and Tersh talk about how CSRs can improve their phone calls by starting the phone conversation off with a positive attitude, no matter what the caller says. As the author of the book, “Fearless Communication'', Dave stresses the importance of bonding and forming a rapport with the caller in order to help educate them and get them closer to resolving the issue. Dave gives real tangible examples of these calls so make sure to tune in!

 

[00:01 - 06:51] Opening Segment

• Introducing Dave to the show
• Brief background and career
• Teaching live phone calls to CSRs
• Emphasizing the importance of bonding and rapport in order to educate and help resolve issues

 

[05:52 - 15:03] How to Answer the Phone Like a Pro

• Dave shares a sample call made with a customer
• Getting their first name, last name, phone number, and area of coverage
• It’s more important to capture the prospect and turn them into a customer
• At what point do we ask for the email address?

 

[15:04 - 20:21] Asking the Right Questions

• Calls are either 5-star or neutral
• “Sorry” is code for not having the ability to do anything about it
• The 2 biggest fears of CSRs
• What if somebody’s mad on the phone?
• What if you get asked a question you don’t know the answer to?
• Continually Negative News

 

[20:22 - 32:51] Responding to Your CSR

• Focusing on age and listening for what’s not being said
• Determining the next steps
• Focusing on booking the appointment
• How long does it take for a person to be confident in closing the majority of their calls?
• Having a good tone and tempo
• Dave’s program, The Jumpstart
• Microfeedback
• Implications of having a script
• Try to avoid jargon
• Answering calls 

 

[32:52 - 33:27] Closing Segment

• See the links below to connect with Dave
• Final words

 

Quotes:

 

“It’s more important to capture that prospect and turn them into a customer.” - Dave Tester

 

“Your number 1 job when that phone rings is to book the appointment.” - Dave Tester

 

Connect with Dave by visiting www.GoDaveTester.com. Check out Dave’s book, “Fearless Communication”.

--- Send in a voice message: https://podcasters.spotify.com/pod/show/tershblissett/message Support this podcast: https://podcasters.spotify.com/pod/show/tershblissett/support