Should we ask, “How are you?” at the start of a cold call? It’s a great question and one which salespeople and sales trainers alike are split on and spend a lot of time debating in sales training programmes, seminars and courses!
Do you want to sound disingenuous?
Whilst accepting that there are always exceptions to every rule, I’m, for the most part, on the not side. My main reason is that most salespeople do not sound like they mean it and most potential clients think it’s disingenuous! Here’s a real conversation that took place from one of my delegates on a sales training course who would not stop asking this question…
Sales: “Hello X, it’s Y here from ABC company. How are you today?”
Client: “I’ve been off sick for two weeks and have just got back today.”
Sales: “Oh. The reason for the call today is…”
Oh, come on! How rude is that?! Right at the start of the call our “hero” has totally ignored his potential client. Disaster. But , on of the problems is that the alternative conversation where we delved into his private life was unlikely to go much better…
“How convenient is it to speak?”
Far better to realise that clients are not hanging around hoping for cold calls and to ask the more polite question, “How convenient is it to speak?” This question is rarely asked because salespeople have the mistaken belief that by not asking it clients are more likely to stay on the phone… righto! You can learn more about how and why you should ask permission and what to expect when you do use it in future articles and my sales training seminars and No Fear Cold Calling programmes.
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About Gavin Ingham
Hello, Gavin,
@ Should cold callers ask, “How are you today?”
Yes, they should under the following conditions:
a) They already established an excellent rapport and have built a business relationship that comes close to friendship.
b) If they really mean it under the condition a)
If they fail a) and b) they’re easily identified as cold call spammers.
In my opinion. Feel free to discuss further in my cold calling club on ecademy.
Warm regards,
Andreas Wiedow
Andreas
Thanks for the comments, I agree entirely. It is, of course, right and proper (as my mum would say!) to ask, “How are you?” of people we know.. and infact would be rather strange if we didn’t…
On the other hand, and under my definition of cold calling, this of course wouldn’t be!!
Gavin
I must admit after going through the ‘No Fear Cold Calling’ DVD one of the best tips I picked up is the “How convenient is it to speak?” line.
I have used it on most of my calls since (not only cold calls) and found it a great scene setter for the rest of the call.
Hi Gavin
If its not relevant – then why ask the question?
Do not get me wrong, I agree when a relationship is formed it is polite to take an interest in how someone is feeling.
However when I am cold callilng there are many other questions I would prefer to ask!
We are limited in how much time we have to make an impressive impact as most Senior Directors time is restricted and therefore why waste time on a question that really is not important to them or you in the initial stages of contact.
I received your first coaching session over 3 years ago and since then I can honestly say that I never make any business call without asking initially – Is it convenient to talk? The best advice I could have received.. So thanks again.