Selling to Anyone Over the Phone

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It’s a fact: more and more organizations are scaling back on their in-the-field sales operations. Today’s sales pros have to build relationships and close deals over the phone in less time than ever before. This fully updated second edition of Selling to Anyone Over the Phone is the salesperson’s ready-reference guide for generating the kind of product excitement that will ensure callbacks, partnering with gatekeepers and decision makers using personality-matching techniques, ...

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Selling to Anyone Over the Phone

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It’s a fact: more and more organizations are scaling back on their in-the-field sales operations. Today’s sales pros have to build relationships and close deals over the phone in less time than ever before. This fully updated second edition of Selling to Anyone Over the Phone is the salesperson’s ready-reference guide for generating the kind of product excitement that will ensure callbacks, partnering with gatekeepers and decision makers using personality-matching techniques, and generally boosting success rates.

Including new chapters on using advanced technology (e.g., webinars and teleconferencing) and selling to customers from other cultures and countries, this revised edition features trust-building tips, an invaluable appendix on handling customer complaints, new sample call dialogs, and all the specific, tactical techniques readers need to develop truly exceptional phone skills that will win over even the most reluctant customers.

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What People Are Saying

From the Publisher

"""In a day and age where wireless digital communication devices are everywhere, the telephone remains a primary tool for cementing client relationships and establishing meaningful contact with the prospect. That’s why Selling to Anyone Over the Phone is a must-read for the marketer or salesperson. This is the one book that provides the understanding and know-how to successfully work the phone, get to the decision maker, and close the sale. Follow its advice, and you need never fear phone rejection again.""

-- Alf Nucifora, CEO, Nucifora Consulting Group

""This is a must-read. In today's competitive marketplace, Walkup has written the definitive guide for making the phone one of your most valuable tools. Keep this book handy, refer to it often, and your bottom-line will grow.""

-- Mark LeBlanc, Small Business Success, author, Growing Your Business!

""Renee Walkup’s principles are critical for all salespeople’s success. For sales managers, this book is a MUST. With over 20 years in telecommunications, I can guarantee that her ""TELL ME"" approach will greatly improve your listening skills and generate 30 percent more customer activity, which will put significant money in your bank account.""

-- Norm Shapiro, President, TeleSource Communications, Inc.

""Selling to Anyone Over the Phone is very insightful and an excellent resource that will help any business professional sell and speak confidently in today's competitive business environment.""

-- Michael Gasca, Sr. Manager, iCare Services, SYSCO Corporation"

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Product Details

  • ISBN-13: 9780814414835
  • Publisher: AMACOM Books
  • Publication date: 9/1/2010
  • Edition description: Second Edition
  • Edition number: 2
  • Pages: 224
  • Sales rank: 949,807
  • Product dimensions: 5.90 (w) x 8.90 (h) x 0.50 (d)

Meet the Author

RENEE P. WALKUP is a sales and sales-management consultant with over 20 years of experience. She is a nationally recognized professional public speaker, a course facilitator at the American Management Association, and the president of SalesPEAK, Inc., a sales performance company.

SANDRA MCKEE is a professional career coach, corporate trainer, and a senior professor at DeVry University.

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Read an Excerpt

Introduction: Selling “Double Green”

Years ago, our entrepreneurial ancestors pushed a cart through the

city square to peddle their wares. And the profession of “sales” was

born. The interactions were in person. Face to face. And although many

a peddler burned untold calories pushing his cart around, he left no

effect on the environment in his wake. Since then, many sales evolutions

have taken place. John Deere and his wagon loaded with plows

led to the more modern day with hundreds of thousands of salespeople

on the road driving millions of miles each year to visit customers.

These numbers have steadily risen over time.

With the advent of better train and air travel, we’ve added driving

to stations and airports, hopping on trains as well as planes—just so

we could meet with our customers in person, hoping to close the sale.

And we have been very successful with this method in the past. But

consider this: It costs a company between $100 and $600 dollars for

a salesperson to visit a single customer in person (depending, of

course, on how close together customers are clustered).

A new day has dawned in sales, and with it has come rising travel

costs, increased wait times, and a lower return on investment for individual

sales staff because of the time/money trade-off. Time spent

on planes is not generating revenue. Time spent waiting to see customers

can also eat into return on sales investment because it’s not

direct customer contact time. Not only does selling on the phone virtually

eliminate these concerns, it adds the bonus of being a more

green method of selling.

Or, looking at this another way, the ROI of using the telephone

to sell is far more profitable for companies. More salespeople can be

employed, less waste takes place, and business gets back on track for


One of our clients began an inside sales organization employing

six telephone salespeople in 1994. Her group’s sales grew to around

$500,000 the first year they were in operation. Today, she employs

over eighty inside salespeople and their sales have grown to over $100

million! Her departmental costs are a fraction of the outside sales organization’s.

Every salesperson has a desk and a telephone. Her salespeople

can make dozens of sales calls per day, as compared to outside

reps, who can make a maximum of only ten sales calls daily.

Senior management at this company is thrilled with their results.

Our client’s employees consistently win the sales awards at national

meetings, outselling and outproducing the salespeople who are also

using more of our earth’s resources to accomplish sales. In short, the

company achieves a dramatically better ROI for their inside sales

team than for their outside sales force.

Hence the “double” in “double green”—greener to the planet, and

more green in your pocket.

While you’re taking a more responsible stance toward the future

of the planet by utilizing the telephone more effectively and minimizing

travel costs, you may be wondering why customers prefer to conduct

business over the telephone as well. The answer is simple. Time.

All customers have a limited amount of time to work with salespeople.

If you’ve ever heard “I’m just too busy” from a customer, and you believe

there is sincerity behind those words, then you understand.

Meeting with a sales rep in person means that the customer has

to carve out valuable time away from daily job demands. A phone

call is less time-consuming for him or her, and just as effective for

you (if not more so), than that one-hour face-to-face appointment.

With a focused call, most trained salespeople can accomplish their

call goal in a quarter of the time it would normally take to meet with

the customer in person.

In this Second Edition of Selling to Anyone Over the Phone we

explore how you can maximize your sales, save operating expenses,

and operate “in the green” by using the telephone. Instead of just

telling you to “call, call, and call,” we explain how you can effectively

use the phone to generate business.

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Table of Contents



Introduction: Selling “Double Green”

Chapter 1: Setting Up for Success

Chapter 2: Managing Time and Information for Profitability

Chapter 3: Identifying Personality Types Over the Phone

Chapter 4: Getting Gatekeepers to Work for You

Chapter 5: Asking High-Value Questions

Chapter 6: Listening and Presenting

Chapter 7: Selling Through Objections

Chapter 8: Negotiating the Close

Chapter 9: Using New Technology in Phone Sales

Chapter 10: Selling to Customers from Other Cultures

Appendix A: PEAK Personality Type Assessment

Appendix B: Handling Customer Complaints Effectively

Appendix C: How to Present Powerful Proposals That Sell


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Customer Reviews

Average Rating 5
( 2 )
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Sort by: Showing all of 2 Customer Reviews
  • Anonymous

    Posted August 17, 2005

    It's Great!

    This book taught me how to sell more. If you sell, you need it, too.

    Was this review helpful? Yes  No   Report this review
  • Anonymous

    Posted June 27, 2005

    Best Phone Selling Book Out There

    As a seasoned sales professional I thought I knew it all. Not so! This book helped me close more sales than expected. Everyone who talks to customers needs this book!

    Was this review helpful? Yes  No   Report this review
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