Great post, Debbie.
I don't cold call anymore. All of our leads are generated via our website. So,when I'm calling, I can usually lead in with a question that gets them right into a conversation that is relevant to their challenges. For example, if they download our "search engine optimization kit", I can ask, "Are you guys trying to figure out how to generate more search traffic?"
Of course, even though these people are leads, there are plenty of people who don't want to talk. So, if I sense this in the beginning of my call, I'll say "Sounds like this is a bad time?" It's a statement. But, i ask it with a questioning tone. They usually will tell me a truth or a lie. Either way, I say, "We help small business owners [insert what is relevant to what they downloaded]. Are you trying to [again insert the relevant phrase]?"
Half of the time, I get a one word answer and then I try a few more questions. Usually, I try a few closed ones. Then, an open one.
If they answer my open ended question with a closed response, I'll be very blunt with them and say something like, "I'm calling just to offer my help. I'm in sales. But, I'm also an expert at what I do. If you would like to discuss this stuff, I am available. But, I'm sensing that I'm bothering you more than I am helping you?"
If they're still bitchy to me, I tell them I'll send them my contact info and that they can call me if they want help. I usually try to ask them "Is there any projects you're working on right now. I can send you some free learning resources that are relevant to that." (Fortunately, our marketing team produces a lot of great stuff on our blog and webinars, etc.)
Also fortunately for me, it is actually the smart decision to walk away. We generate 5k leads/month for 20 reps and we're able to grow the number of leads we generate each month. I also have plenty of leads in my system that I've only touched once or twice. So, we are truly looking for "low hanging fruit". And practicing "always be leaving".
Just yesterday, though, I had someone that was total biatch on the phone with me at the end of last month - email to tell me she was ready to "investigate" solutions to her online lead gen challenges.
Sometimes, it truly is just a bad time. So, it doesn't hurt to circle back around. I think the important thing is 1) not to back down too quickly and 2) let them off the hook if they're totally resistant to conversation, try to be helpful by sending resources and circle back around. Don't start pitching. Don't let their attitude affect your next call.
It's their loss that they're not letting you help them. Not yours.
Good post, I was in sales for many years and before I looked at your response I asked myself what I would say and it was much the same as your response.
I also like some of the comments in the above comment.
It's all about reacting to what you get isn't it. The tone, whether you sense in their voice if they're present or their focus is elsewhere and being honest enough to say some things that might be a bit confronting to them.
Isn't it great to be a sales person !
Greg
Debbie, I cold call all the time, and so do the people I train. When someone says "Send me literature" or "I'm too busy," I always ask "Do you have an intitiative coming up in the next few months for which (my solution) would be a fit for you?" If not, I ask if someone else there is looking for something I offer. If not, disqualified lead, call closed, successful call. BTW, I always call high, so I know I'm getting the straight scoop.
If you're sure you have the right contact on the phone, "I'm busy" or "No Thanks" usually means one of two things:
'I don't understand' or 'This doesn't seem compelling to me.'
I think what is important, too (depending on the size of the company and level of seniority) is to make sure you know the purpose of your call. Are you calling to make the sale, or are you calling to schedule a live meeting?