Phone Prospecting Tips

"How Are You Today?" Use It Or Not?

A sales rep called me recently and said, "Hi, this is Jane Smith with Technology Associates. How are you doing today?."

"Jane, I'm just doing fantastic." I responded.

She quickly replied as the last syllable was leaving my lips: "I'mdoingfine, thankyou, the reason I'm calling is . . ."

Huh? I almost laughed out loud. Of course I really didn't pay attention to anything else she said. (From what I recall, it wasn't very good anyway, not surprisingly.)

This topic certainly isn't one of a high level sales process nature, however I do find it stimulates lots of interest and discussion in seminars. My friend and fellow author/trainer, Jim Domanski, first referred to it as the HAYT question: "How are you today?"

Here's my official stance on this issue.

1. Use it if you are comfortable. Informal surveys in training workshops consistently show that 30% of you are all for using it, 30% wouldn't
use it unless forced to at gunpoint, and 40% will use it depending on the situation. It depends on you and your personality. I've heard reps who could use it with the gruffest of prospects and turn them into melted butter. There are others who are so against its use that they could never get a good response.

Personally, I'll use it when I get good mojo at the other end of the phone. If they sound like the type of person who will react favorably, I let it fly.

2. Use something different. Let's face it, "How are you today?" is pretty much a throwaway question. The purpose for it is to break the ice, ease tension, infuse a little small talk. If you were in a prospect's office, there would be the obligatory comments about the photos on the wall and the goofy knick knack that begs commenting on. But the phone is a more formal communication medium, therefore it's not as easy to insert that small talk. But that doesn't diminish the need for it, or the possible positive effect. Or the negative for that matter, like the example above.

So, I suggest saying something different to avoid sounding like every other caller. For example,

"How's your Tuesday so far?"

"How's the day treating you?"

"Hoping you're having a good day."

"You sound like you're having a good day?"

Again, pretty basic, but different than the same ole stuff.

3. Put feeling in it. You can easily spot the "How are you today?" that is
monotone and automatic. It does more harm than good. Your tone of voice makes all the difference. Keep this in mind: People often place more meaning on your tone than your words. Ask the question as if you mean it!

4. LISTEN to the answer, and react accordingly. Obviously the rep in my
opening example didn't listen. She expected a certain answer, waited until I finished making sounds (almost), then continued with what she normally says anyway.

An argument against using any type of HAYT question is that they might tell
you how bad their day is going. Fine, ask them about it. Empathize. At least
you're in a conversation now. And you're listening to them. What greater thing is there than to be listened to?

Use the HAYT question if you are comfortable doing so, but please keep these ideas in mind.

Telephone prospecting tip contributed by Art Sobczak, President, Business By Phone Inc.

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