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1. Definitions
   Ahhh… this one is a bit trickier than most people can appreciate.

   In short call sales – i.e one call should be the place business is closed. There are two distinct types of great call.

   The great sales call (lots of commission) – quick identification of needs, professional and to the point with a “pressure” close (think alternative or assumptive) and **** you very much and goodbye (or should that be thank you?).

   The great customer oriented call, rapport building, deep needs identification, and a direct close (do you want it or not?). Which results in far fewer immediate sales but two weeks later those customers who bought from you are much happier with their decisions than in the first example.

   A world class call experience is the kind of nonsense that we trot out to believe that there is an exact formula for a hit and miss world.

   It’s not true – people respond differently (I’ve been in high volume short call sales and made a fortune but I’m not sure that my customers were always happy a month down the road. I’ve also been in long-term relationship selling, it’s more work, less immediate but ultimately your customers are much happier) and in the real world we have to make a choice as to where the balance lies.

   For “quick hit” sales where retention is not the end of the world, it’s a professional introduction, a quick and accurate analysis of customer needs (don’t get hung up on open and closed questions – many people open up to closed questions even if the question doesn’t demand it) and then an assertive close would be best.