How to nail your call follow-up – 7 sample scripts

As many of you would already have known, a cold call is not the end of the pipeline, what follows next is a follow-up call.

So what should you do? Follow the cold call methods? Nope. Cold calls and follow-up calls are different ball games if you arm yourself the wrong sets of “gear” you are going to go through a very long and dreadful 1 – 2 hours.

However, fret not as we are here to give you some more tips and tricks.

1. Accept that you are going to face rejection

Always remember your follow-up calls comes with a motivation, to find out if the prospect is interested in your product or service.

So when you do call them, you are likely going to face some rejections. Do not immediately thank them and hang up, the call still holds value as you are able to ask questions to understand why the prospect is rejecting you.

Example:

Thank you *Name*, I understand that you may not be interested in our product/service at this point in time.

However, we do have another client *Company Name* that is facing a similar situation as you.

They, however, found our product/service useful in *product/service capabilities*.

So would you be able to share with me why do you think improving these factors are not of value to your company right now?

By doing so, you can lead your prospect by demonstrating your product/service value proposition. This, in turn, may be able to motivate them away from their resistance.

2. Demonstrate your UNIQUE value proposition

There will definitely be prospects who have already found a solution, and that solution may very easily be your competitors’.

As much as it is easy to devalue your competitors’ product/service, you have to keep in mind that your prospect decided that they were the right one. By doing that, you are indirectly poking fun at them, not a very great idea to begin with. Moreover, by simply attacking your competitors’ product/service will portray you and your company to be very rude.

Instead of wasting time devaluing your competitor, and making yourself look bad, take this time to explain to your prospect, the key difference between you and your competitor. Show them what extra value you can bring to the table which your competitor may not be able to match.

Example:

That’s wonderful, *Competitor* is indeed a great company, and this confirms that your company does need *A and B*.

But do you know that our company not only offer those 2 but also *C and D*?

To top it off, our solution which provides all *A, B, C, D* our price points are also similar, which will provide you with more value. Would you like to find out more?

If you are able to successfully convince them that your company’s solution provides better value, you have already won their hearts over, what is left is for you to give them more information to solidify their thoughts and go through with the purchase!

3. Make sure your value is known to your prospect

You will receive many replies telling you that they do not have the budget, or not being able to afford your product/service at the moment. However, do not worry if it happens, just know that you have to be prepared to allow you to tackle the problem.

Example:

Thank you *Name*!

I understand that your company is currently unable/uncertain to allow some budget for your product/service.

However, many of our clients facing similar situation has consistently shown that they are happy with our product/service and that that investment was worthwhile.

After our client, *client company* implemented our product, they saw immediate benefits.

While you may not be ready to make that decision, would you spare me a few moments so I am able to explain to you in details?

It is also highly possible that their reply may be that they have already calculated the ROI of our solution and that it was not worth the cost. When that happens, it would mean that their decision has already been solidified, no matter how much value proposition you may bring, the decision would not change. In this situation, it would be better to let the prospect go for a few months, and bring more reference of new clients and product updates in the future.

4. Give value to their rejection

It is very common that prospects mentioned that they are currently too busy to implement a new product/service, or if they do implement it, it will affect their business pipeline flow. This is actually not as bad as you think it is, because they have provided you with pointers for you to help solve their issues. Listen to what they say and handle their issues one by one providing them with proof.

Example:

If time is of an issue to you, we can ensure you that implementing our product/service is not going to take much time.

Our recent client *company* has also implemented it, and what they say was “*Testimonial*”.

In addition, they also mentioned that it did not affect their business process in any way.

Objects can be easily countered by providing them answers. Show them that doing something now would be beneficial in long run!

5. Connect your conversations

Remember your conversations are not for nothing. Use what they say to your advantage. Find their interest or something that you mentioned previously that has piqued their interest, gradually gravitate your conversations towards those topics.

Not only it will keep their attention on you and your product/service, they will be more likely to stay on the line.

Example:

I would like to bring our conversation where we began talking about *topic*.

I would actually like to find out more about what you feel about it, so I am able to better understand your issues and provide you with a more detailed answer.

Always try to relate your conversations back to their interest. Your prospect interest is more important than what you have in mind. When you get their attention going, the stage is all set to be yours.

6. Give them the benefit of doubt

Some prospects may not want to take the call now as they may be busy with something. Instead of continually trying to push your objective, you should find out when is the right time for them. How else will you know unless you ask?

Example:

Sorry to bother you at this moment, may I know when would be a better time to contact you?

[reply]

I will also leave you my number if you have some extra time before our arranged timing. Thank you!

This is to give your prospect the benefit of the doubt that they are really busy at the moment. However, don’t just give up! You can turn the situation around, and ask them when they are free. By doing so, you made them give you a commitment, they may reject you in the future, but you at least got them to give you a commitment, based on their preferred timing.

7. Bridge the Gap

On the other hand, some prospects may have already made the conscious decision that your product/service is not the right one for them. So instead of going on and on about how great your product/service is, try to find out the problem. From there, you not only find out what they want, but you may also find out some gaps that your company may not have filled.

Example:

I hope you don’t mind if I probe, but may I know what is the main reason you are not interested in our product/service.

Is it because our product/service is not able to help you alleviate your problems or are there some other reasons?

By asking them, you can find out more about their worries. This not only helps you understand your prospect more but also give you more insights as to how your company may improve your product/service. A win-win situation!

Written by

JJ Huang

JJ is the Co-Founder of Novocall. When he’s not busy building the Novocall brand, he spends his time watching crime shows and documentaries.

Written by

JJ Huang

JJ is the Co-Founder of Novocall. When he’s not busy building the Novocall brand, he spends his time watching crime shows and documentaries.

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