Any sales call often hinged on the first 15 seconds. This is when you get the clash of the customer mounting a defense based on bias, you attempting to aggressively open a discussion, and both of you are not listening. This is why this first 15 seconds is so hard.
However, being successful with aged debt or mortgage leads hinges on that initial engagement. So, here are a 10 tips to maximize your opportunities with any sales lead:
1. Review the lead for openers. Any sales lead is full of clues as to what will help that customer engage. You have addresses, product requests, loan amounts, and a variety of other data elements. Look for an opener. If they are from Texas it might be Longhorn Football, if they are in New York it might be the Yankees/Mets debate.
2. Script your first 15 seconds. This part of an aged lead call is too crucial. Script it. You can change it frequently, but prepare it so it is immediate and smooth.
3. Customize opening script by marketing source. Every marketing source you use is going to produce unique customers and expectations. Ensure that you take that into account as you are preparing your scripts.
4. Lead with a connection. Is there something that connects you to that customer? If so, use it. You will be amazed how easy it is. Do they live somewhere you are familiar with, or somewhere you would like to visit, is their last name in your family tree, dig into the lead and be creative. Also, don’t forget to listen for connectors on the call.
5. Engage with a question. This is a great way to break the ice and the defenses–ask them a question. It can be about their online inquiry, their objectives, their expectations, or their past experiences in finding a mortgage or debt solution.
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6. Acknowledge their time is valuable.This is a great way to pivot off of the “I don’t have time objective.” Tell them you understand that and will respect it. Then do it.
7. Set expectations. Let your sales lead understand your value proposition. Establish expectations that you are concerned about their needs and reinforce that with small incremental promises. Then meet those expectations to build trust.
8. Ask them to follow-up. Don’t leave the call, even if you get a rejection without asking to follow-up. This quick acknowledgment and permission can expand your pipeline with future opportunities. Each aged lead, even rejections should make it into your database marketing program.
9. Acknowledge objections and pivot. You will definitely get rejections and objections, lots of them. Write them down, study them, and build ways to pivot and overcome these common objections. These should be weaved into your 15 second script revisions.
10. Refine opening scripts daily. You are hopefully learning everyday. Reflect that learning in revisions and improvements to your scripts.
Aged lead calls are certainly not cold calls, but they do require a good opening impression. Making your first 15 seconds count is 90 percent of your overall conversion success–script it, improve it, and perfect it.