Memorizing Lines Flashcards
Cold Calling Introduction
Hey, _____ , this is Joe Copeland with AT&T. I was wondering if you could possibly help me out for a moment? (Confused)
Problem Statement
I’m not sure if you’re the person I should be talking to, but I called your ______ to see if your company would be opposed to looking at any possible opportunities involving your internet, which may be ____________ . (Concerned) Are you the person to talk to about that? (Confused)
How should you ask the Gatekeeper to transfer you over?
Should I have you transfer me over to him/her to leave a voicemail and he/she can call me back if he she needs help? (Curious)
What is the voicemail after a missed meeting?
Hey, ______ it’s Joe Copeland here, I did try to reach you again and we did have an appointment. I’m not sure what happened but we didn’t hear back. Where should we go from here? (Confused/Curious)
My number is __________ .
Meeting: How do you start the business part of the call?
Greeting and valued interaction. Then, transition to “At AT&T, we do business with a lot of _______ and we’re proud of our work and our customers get amazing results, but that doesn’t necessarily mean we’re right for you. Before we go over how we might be able to help you, can I ask you a few questions about your internet? (Curious)
If Gatekeeper follows problem statement with “what do you do?” what is your response?
Well, you know how a lot of ______ are concerned with their internet because of ____________ ? What we do is we have a decade long track record of helping businesses who are eligible for fiber, install fast and affordable internet, so they can invest their time and money into other priorities. Do you think this might be something ____ would want to know more about? (Curious)
What is the Personal Introduction?
Well, you know how a lot of _______ are concerned with their internet because of __________ ? What we do is we have a decade long track record of helping businesses who are eligible for fiber, install fast and affordable internet, so they can invest their time and money into other priorities.
Does that resonate with you or is that something you’re dealing with? (Curious/Concerned)
What are the 3 connection questions you should ask in order?
“Out of Curiosity, when we had our initial call, what was it about us that attracted your attention?” (Curious)
“Was there anything else that attracted your attention? (Curious)
“Do you know what you’re looking for? Kind of what your ideal internet provider would do for you?
What are the problem awareness questions?
So, _____ , you’ve been with ____ for ____ do you like what they’ve been able to do for you? (Skeptical/concerned)
(Depending on the answer, proceed)
Probing Questions: “How long has that been going on for?” (Concerned)
Can also be a comment like “It seems like it is, How is that affecting you personally?”
Clarifying questions: “When you say that … what do you mean exactly?” or “Can I ask you why you want that though?” or “Why now though?” (Confused)
What are the Solution awareness questions?
“Before we talked today, we’re you out there looking for different providers that would give you more affordable, faster internet, so you can invest your time and money into other priorities? (Curious)
(If showing doubt at this point, use pretend questions) “ Say we were able to come in and provide some internet that helps you _____ , like we do with our other _____ . I guess, how would things be different? (Curious)
What would that do for you personally? (Concerned)
What are the consequence questions?
What if?
Have you thought about what would happen if you don’t do anything about this? (Skeptical/concerned) *need to change
(Quantify the need)
What are the Qualifying Questions?
“Are you willing to settle for that?” “And how important is it that you ____?” “Why now though?” “Time for a change, possibly?” (Concerned)
What are the transition questions?
“Based on what you told me, what we are providing here at AT&T would work for you.” Because you know how you said _______ and because of that it’s make you feel a little ______ ? (Concerned)
What is the Presentation?
“One of the biggest problems that people have when they come to us is _________ (repeat their problem) , and what we do here at AT&T to solve those problems is provide them with internet options that ___________. (solution)
Does that make sense?
“We have three general options for our services, which gives people the choice to choose the best options that suits their specific situation.
Explain the options.
Any questions on that?
What are the Situation questions?
“Can you walk me through who you use for your internet provider now, and what your prices and speeds are with them?”
“How long have you been with them?”
“I’m curious, what caused you to do business with them?”
