orange
i thought you were someone else...
DEFUSE
I’m sorry, someone else?
(Laughing) I’m never the call anyone is expecting. One of my rare talents is people thinking I’m someone else, which technically I am.
DISCUSS
Would it be okay if I stole a minute to tell you why I’m calling, or would
you like to hang up.
Why are you calling so late?
DEFUSE
I’m sorry. I feel like such a jerk.
I thought I was calling the West Coast, and it looks like you’re on the East Coast.
we want the lowest price
DEFUSE
Lowest price?
DISCOVER
Sounds like you’re comparing this to something else.
It seems like you might value price over functionality, delivery time, and quality.
DISCUSS
What price were you expecting?
im not the right person
DEFUSE
That’s okay.
DISCUSS
I know it’s not your job to help salespeople that are lost. And I feel embarrassed to ask, but who should I contact?
Thanks for being so helpful (name).
Would it be okay if I mentioned you sent me their way?
i have to check with my boss
DEFUSE
Your boss?
DISCOVER
How long have you been working with her/him?
Boss aside, I’m curious if this is something you think might be helpful.
What do you think he/she will have an issue with? Price? Timing?
The product?
DISCUSS
This is probably going to seem pushy, but would you be opposed to chatting, after you’ve spoken with her/him?
You should talk to X
DEFUSE
I’m sorry, to X?
Sounds like you don’t handle (sales training)?
DISCUSS
Thanks for being so helpful. Would it be okay if I told X you send me his/her way?
I'm not interested
DEFUSE
I get it.
DISCOVER
I know you didn't ask me to call you.
Before we hang up if it's not asking too much is it that my timing is off or is this just not a priority right now.
what is the nature of this call?
DEFUSE:
“It’s in regards to issues related to X.” (X is the problem.)
DISCOVER:
Is that something you handle or am I completely lost?
EXAMPLE:
“It’s in regards to issues related to failed credit card payments.”
“Is that something you handle or am I completely lost?”
im too busy, this is a bad time
DEFUSE
I’m sorry. It sounds like I called you at the worst possible time.
DISCUSS
I’m probably prying here, but is it because you’re crazy busy, is X not really a priority right now, or do you hate getting cold calls as much as I hate making them?
call me later this week
DEFUSE
Later this week?
DISCOVER
Would you be opposed to putting something on the calendar so I don’t do you disservice and call you at the worst possible time?
(If they aren’t specific or it feels like a brush-off.)
Maybe I’m misreading, but it sounds like you’re not interested which is perfectly okay. I know you didn’t ask me to call you.
It's not a priority for us
DEFUSE
Not a priority?
That’s okay. Sounds like you have multiple things competing for your time and resources. [Pause]
DISCOVER
If I’m not prying too much, what’s got your focus at the moment?
DISCUSS
Typically when priority comes up it’s either bad timing, limited bandwidth of the team, or not really something you’re interested in.
Just out of curiosity, what are you up against here?
i dont handle this, its corporate (procurement)
DEFUSE
That’s not a problem.
Sounds like you don’t handle (sales training).
DISCUSS
I know it’s not your job to help salespeople who are lost.
I’m a little embarrassed to even ask, but who handles that?
Thanks for being so helpful.
Would it be okay if I mentioned you referred me?
we do that in house
DEFUSE
That’s okay.
DISCOVER
How’s that been going?
Sounds like you’re happy with how things are going.
DISCUSS
Would you be open to reviewing what your options are, just to see
if there are opportunities beyond what you have now, to (result: avoid overpaying taxes)? Not for now, but just so you have this in your back pocket, for the future. Is that something you’d be open to?
how did you get my number
From a list my company provides. I see two numbers for you: a direct line and a cell. (Pause)
(Optional)
It also says that you had chicken piccata for dinner last night. Is that right?
send me an email
DEFUSE
Sure thing.
DISCOVER
What specific information would you like?
(If they’re specific, For example: “About your company, your product, etc.)
Would it make sense if I asked you a few questions so I don’t do you a disservice by sending you irrelevant information?
(If they aren’t specific or it feels like a brush-off. For example, “Send me anything.”)
Maybe I’m misreading, but it sounds like this might not be a priority now which is perfectly okay. I know you didn’t ask me to call you.
I cant talk, im at the (gym, barber, etc)
DEFUSE
Back or bis? Leg day?
DISCUSS
Would it be okay if I stole a minute between sets to tell you why, based on my research, I’m calling you, so you can determine if it makes sense for me to contact you again?
is this a sales call?
DIFFUSE
Yes, this is cold call. I know you hate getting them.
This is probably a horrible way to meet someone.
DISCOVER
I'm sorry, but would it be offensive to briefly tell you why based on my research I'm interrupting you - then you can decide if you'd like to hang up?
call be back at another time
DEFUSE
Another time?
DISCOVER
It sounds like there’s some hesitation in your voice.
Seems like you might not really be interested, which is not a problem at all.
When would be a better time?
DISCUSS
Would you be opposed to putting something on the calendar so I don’t do you a disservice
and contact you at the wrong time?
(If “catch me whenever.”)
I’m about to ask you a direct question. (Pause). Sometimes, when people tell me to “just catch them,” it's a polite way to end the call because they don’t want to hurt my feelings. It’s okay if you want to fire me. I’ve been fired 11 times today
your price is too high
DEFUSE
"I'm sorry, too high?"
DISCOVER
"Seems like price is your only concern."
DISCUSS
"Sounds like you have a reason for thinking our price is too high."
"Sounds like there's a ceiling to what you want to pay."
we just switched vendors
MIRROR
Just switched?
DISCOVER
Sounds like you’re happy.
(If you can compliment their solution.)
DISCUSS
Would it be ridiculous to consider using us alongside your vendor for those times when you have X? (Example: “For those times when you have a backlog of podcasts and your vendor can’t get them?”)
(If you can’t compliment their solution.)
I know this is probably going to sound pushy, but would it be okay if I contacted you
during renewal time to see if you’d like to review what your options are?
(If yes, ask when.)
We have a vendor
DEFUSE
That’s okay.
DISCOVER
How’s that working out for you? Sounds like you’re happy with them.
DISCUSS
You’re probably going to think this is a waste of time, but would you be
open to seeing if there are opportunities in addition to what you have now to (result - avoid overpaying insurance premiums)?
no budget
DEFUSE
That’s okay.
DISCOVER
Sounds like you have higher priority projects.
DISCUSS
I know I'm overstepping my bounds, but would it be a horrible idea to explore if there’s even a business case to be made?
whats the pice
DEFUSE
It depends. Typically $15-24k. I take Visa, American Express, Venmo.
I kid, I kid. Can you see yourself falling in that range?
(How to proactively bring up price.)
DISCUSS
I'm about to ask you a direct question.
I don't want to do you a disservice by wasting your time doing a demo,
only for us to realize that, although we like each other, we can't be BFFs because we’re too expensive. So, based on what you told me so far, would it be okay if I ran some numbers by you?
we want to think it over
DEFUSE
Think it over?
It seems like you have some hesitations?
It sounds like it’s a money concern (or product or timing).
DISCUSS
Where would you like to go from here?
we are all set
DEFUSE
That’s okay.
DISCOVER
How’s it working out with your current vendor?
It sounds like you’re happy with what you have.
DISCUSS
Would you be open to reviewing what your options are, just to see
if there are opportunities beyond what you have now, to (result: avoid
overpaying taxes)? Not for now, but just so you have this in your back
pocket, for the future. Is that something you’d be open to?