Taki Moore, a business coach for other coaches, says that the key to an effective sales call process is to name and frame the experience. He says that when you tell people to book a call, you are essentially asking them to reach their hand into a hole in a big black box. They can’t see into it. How can they feel safe? How do they know what’s coming?
Most people think of sales conversations as persuasive. They think it’s their job to sell the prospect on the features of the product and convince them that they need it.
But what if your job in a sales conversation was to make the prospect feel genuinely cared for and understood? What if you talked less and listened more? What if you gave the prospect a ton of information about what to expect from the call so that they come in with their walls down and arms open?
Read below for some of my tips to build an effective, ick-free sales process:
All of your ‘billboard’ content (website, social posts, emails, podcasts, etc.) should have a clear call to action so your prospect knows how to move forward with the conversation. This might look like a “Book a Call” button, a “DM for more info” close-out on a social post, or a “Learn More” prompt in an email.
Make it easy for them to know what to do next!
Instead of just sending people to a Calendly or Acuity booking link, send them to a Get Ready page. This page should be jam-packed with your personality. Throw in a video or short bio that gives the prospect your flavour and essence.
<< Check out my Get Ready Page here>>
The Get Ready page should let them know:
- What they can and cannot expect on a call (i.e. I will tell you how to work with me, but I will not solve your problems for free).
- The call format (the default is to meet on Zoom, but I’m happy to accommodate a text-based chat or phone call if that is more accessible for you).
- Information and FAQs about your offers and services so that you can spend time strategizing on the call instead of teaching and explaining.
- Your pricing structure so that you are transparent and not shocking them with pricing on the call.
- How to book a call once they’ve moved through the information above.
This is when you send them over to Calendly or Acuity. Make sure you provide the location and/or connection info. Be transparent about the length of the call. Use the booking form as an opportunity to learn some information that will help you prepare.
You might want to ask for name, email, pronouns, social media handles, and some screening questions. Think about what will help you connect with them, and what they might want you to know about them before you start to talk.
Set up automatic email or text message reminders for the call and ask them to confirm back to you that they are coming. Give them a chance to cancel or reschedule if needed so that you don’t get ghosted.
For a bit of fun and personality, you can send them a custom 10-15 second Loom, BombBomb, or DM video on Instagram to create a connection and build excitement for your call.
You are the guide and facilitator, but they are the star. Treat them as such.
Ask for consent on:
- The timing (we have 30 minutes, cool?)
- The format (first we’ll talk about X, then Y, then Z, but feel free to ask questions along the way!)
- If they want to work together, and when they want to start
As my father says, you have two ears and one mouth, use them proportionally.
If you get a “YES” on the call:
If they tell you on the call that they want to work together, collect payment during the call or send them an invoice. Either way, send a follow-up email thanking them. Send them their onboarding materials, service agreements, and any other paperwork as soon as possible. Send a celebratory message or video to make them feel appreciated.
If you get a “MAYBE” on the call:
If they do not make a decision on the call, tell them the next steps and then follow up with an email. Send off any requested info or proposals as soon as possible. Tell them how to get in touch if they have questions, and how to move forward when they’re ready.
If you get a “NO” on the call:
Live and let live. It’s not meant to be. See if you can refer them to a better fit or provide them with a free resource or different offer that would serve them in the meantime.
Whether your prospect turns into a client or not, your sales process will tell them a lot about you and the types of relationships you build with the people around you. People remember less about what you do, and more about how you make them feel.
Even if the sales conversation ends in a “no,” you will have developed a strong connection to this person, and the way you made them feel will be a good enough reason for them to tell their friends about you.
Do you need some support setting up a kick-ass sales process?
Book yourself into one of my VIP Days. We’ll get your sales flow in order and create a bomb Get Ready page that will attract your ideal client.
(Did you catch that Step 1 CTA? *wink*)
