Handling Delays

"Can you follow up with me in two months about this?" When a prospect asks you this, many people's first reaction is to find out what the reason for the delay is - and this is a good reaction. But once you know the reason for the delay, what do you do with that information? What's the next step in moving towards a sale, instead of just starting over in two months?

Telesales expert Art Sobczak has the advice you need to keep the sales moving, even with a delay:

"So let's say we do find out that January of next year will be a better time to speak with us, because, legitimately there is a 'future event,'" says Sobczak. "I define 'future event' as something that indeed is happening that makes waiting legitimate...they are adding more staff, rolling out a new product, making changes of any type, whatever."

"The star sales rep will not simply schedule a follow-up call at this point. He/she will continue on, trying to presell, or get a commitment of some type that would secure the future sale in advance," says Sobczak.

You might first ask,

"While we're on the phone, let's talk about what you anticipate doing at that point."

Ask other questions to help them realize the cost of delaying, if appropriate:

"Have you considered the opportunity cost of waiting?"

In the situations where their delay is indeed valid, position yourself to get whatever commitments you can today:

"Can we be the ones to provide this product for you at that point?"

Or, "Great, so I'm assuming that the next time we speak we can discuss details of implementing the program?"

"May I place the order for you now and just schedule delivery then, so that you can take advantage of today's prices?"

If they will not give commitment now that you will be the ones they will work with, at the very least ask:

"Can I be the first one you will contact when you are ready to move forward?"

"OK, if anything changes between now and our next scheduled conversation, will you please call me?"

"After finishing the call, confirm your understanding with a letter detailing the points," suggests Sobczak. "Then and there, schedule reminders to keep your name in front of them: post-cards, hand-written notes, even after-hours voice mail information messages with tidbits of interest to them."

Art Sobczak, President of Business By Phone Inc., specializes in one area only: working with business-to-business salespeople -- both inside and outside -- designing and delivering content-rich programs that participants begin showing results from the very next time they get on the phone. To learn more, visit www.businessbyphone.com

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