Telephone Appointment Setting Worksheet

Overcoming objections: listen carefully, acknowledge the objection, restate the objection, answer
the objections.

Watch what you say: don’t put your foot in your mouth. Keep it to the point and focus on your areas
of expertise. You want to be real and personable, but you have to remain professional.

Distinguish objections from excuses: objections are helpful because they provide an opportunity to
further determine customers’ needs and problems. Objections are easily managed when you know
the basis for them. Be polite when faced when faced with excuse.

- Objection: a concern, hesitation, doubt, complaint, or other reason a customer has for not
making a purchase.
- Excuse: a reason given when a customer has no intention of buying in retail-sales situations.

1) WIIFM: “What’s In It For Me?”- all stakeholders in any deal want to understand this, so it
needs to be laid out in such a way that there is little doubt regarding the benefits. People
have a hard time moving forward if they do not know where they will end up. They also
won’t move forward on the promise of a bright ending if they can’t see a clear road map to
get there.
- HR managers use ‘Behavioural interview questions’ because they think past
behaviour/actions equals future behaviour/actions. So, they need something more than just
a gut feeling. “Tell us about yourself” question
2) Schedule: uncertainty can be dangerous enemy in organization when you are making big
deals or sales. Your buyer and associated stakeholders must understand the schedule of
events. This is not just a calendar, because a calendar only presents a sequence of actions.
The actions, to be persuasive value, also needs to include performance metrics so that all
participants can assess progress by the quality of planed outcomes.
3) Off-ramps: what happens if things are not working? The schedule sets out the milestones of
performance. If the milestones are not met, those involved are going to want to know what
the recovery process looks like. Will things halt altogether? Will there be a revision of the
budget, staffing, the entire plan? Clarity in the off ramps gives confidence to the cautious.
4) Landmine map- if you do not provide an outline of the anticipated problems and your
resolution to the, then it will be provided for you. The problem is that that when the
stakeholders provide the outline it’s usually amplified outside the bounds of reasonable
expectations. By showing a thoughtful analysis of risks, you can reduce the resistance.

Explain why you should welcome objections in the sales process

Explain the five buying decision on which common objections are based

Demonstrate the general four-step method for handling customer objections

List seven methods of answering objections and identify when each should be used

- Substitution method: recommending a different product that would still satisfy the
customer’s needs.
- Boomerang method: A method of answering objections by bringing the objection back to the
customer as a selling point.
 - Superior-point method: a technique of overcoming objections by permitting the salesperson
to acknowledge objections as valid, yet still offset them with other features and benefits.
- Third-party method: a technique that involves using another customer or neutral person
who can give a testimonial about the product.
- Denial: provide proof and accurate information.
- Question: question customer to learn more.
- Demonstration: show customer how the product works.
- Third party: offer a testimonial about the product.

Create a sense of urgency: attach a deadline to the deal to help give the client an incentive to
commit. Whether it’s a discount or something free; make them feel like they have the upper hand.
This does not mean rush the customer’ it simply means try to give them a little extra reason why
your product or service is the right choice and the right choice right now. False time constraint +
abundance.
 1) “I’m sorry, _______________ isn’t in right now. May I ask who’s calling?

- Yes, my name is XXX. I pre-arranged on Wednesday to speak with Lisa today. I have
another phone call booked in 30 minutes with another company, so can you please
connect me to someone from Lisa’s department? My schedule is fully booked the
next few days, with calls and interviews, so this is the only time that I can do, and it’s
imperative that I speak to someone today, because I might be getting offers in the
next few days, and would like to consider all options before making my final decision.

2) …. What company are you with?”

- I left XXXbecause I finished my internship, and they couldn’t offer me more than the
responsibilities I already had, sonow I’m now looking for a full-time position. So,
consider me as a graduate with most applicable, relevant and recent management
consulting experience.

3) “______ is out of the office (or a meeting). May I have him/her return your call?”

- Yes, please have Lisa call me as soon as possible/on Friday, because if all goes
according to plan, I’ll be making a decision next week or the one after that. So, I
wouldn’t want her to miss the opportunity to speak with the type of candidate that she
may be looking for and certainly, this might be the right company for me.

- In saying that, I’m happy to speak with someone from Lisa’s department. I have
another phone call in 30 minutes with another company, so I’d hate to miss out the
opportunity to speak about future prospects with XYZ company, as I might be the
type of candidate that Lisa may be looking for and certainly the XYZ company might
be the one that’s right for me. So, I really want to consider all my options before I
make my final decision next week. Please do me this favour Maria and connect me to
someone from the department.

4) “______ is on vacation and will not be back for two weeks.”

- That’s fine. In that case, may you connect me to someone from Lisa’s department
please. It’s imperative that I speak to someone today, because I might be getting
offers in the next few days, and I have a phone call with another company in 30
minutes, so if all goes according to plan, I would like to consider all my options before
making my final decision next week.

5) “Is this call in regard to a job?”

- Yes, it is.

6) Write an introduction for when you reach the decision-maker.

- May I ask what’s your email address? I’ll send it to you after we’re done with this
conversation. But, in summary, the purpose of the letter was XXXX and so I would
like to discuss with you XXXX. Once we’re done with this conversation, I welcome
you to read my letter, but I’m happy to welcome any questionsor concerns you may
have for the moment.
 8) “There wouldn’t be any point in a meeting. We are not hiring.”

- Here’s my CV, who do you know that’s hiring someone with my sort of qualifications?
Who should I speak to?

- Still, I think you can help me more than you think. I’m aware that most jobs…and the
fact that I know that, I think it shows the type of candidate I am compared to my
peers; I can offer much more than most candidates.

- I’m taking the liberty of forwarding you my credentials to make you aware of my
availability for consideration (FUNCTIONAL DISCIPLINE). My background includes:
ACCOMPLISHMENTS/ABILITIES/TYPE OF POSITIONS/ORGANIZATIONS
YOU’RE TARGETING. Attached is a copy of my current resume. Hopefully it will
stimulate your thinking as to the key role that I can play within your company or one
or more of your client companies.

- And it seems to me that because of the GROWTH/ REORGANZIATION/

9) “Yes, I remember you. You want a job right?”

- That’s right. But I’d also like to think that you me as well. I’m well qualified and I’m in
the right space to join the company. I also have calls and interviews in the next few
days, so I wish to consider all my options before I make my final decision next week
or the one after.

10) “I’m very busy and won’t have time to talk with you.”

- Well in fact I have another phone call in 30 minutes with another company, and my
schedule is full in the next couple of days, so this is the only time I can do, so I’m
asking you/I pledge youto spare 10-15 minutes right now. We’ll just have a brief chat
and I am more than happy to discuss any immediate/direct concerns or questions
you may have and then I’m happy to follow up via email.

- I plan to stay in touch with you and let you know of my progress. When I do follow up,
I would also appreciate you advising me of any names of people, organizations or
company opportunities that you may know of or have from potential employers.

11) “I referred your letter to Human Resources. Let me connect you with them.”

- That’s perfect, thank you very much Maria.

12) “What exactly do you want to know? We can talk over the phone”

- Perfect! Well, I sent off my application XX weeks ago, and your firm has been on my
radar for quite a while now. I recently noted your organization was seeking a
TITLE/POSITION LISTED. It occurred to me that you may also be evaluation the
need to augment your STATE FUNCTIONAL AREA team. If so, I believe you will be
interested in my qualifications, which include: MENTION SPECIFIC
 ACCOMPLISHMENTS/ABILITIES/APPLICABLE TO THE ORGANIZATION’S
SITUATION OR THE POSITION YOU SEEK.

- Perfect! Well, I sent off my application XX weeks ago and your firm has been on my
radar for quite a while now. This is just a curtesy follow up as I am hopeful that my
resume suggests that I might in the great position to utilize my abilities and
qualifications at your company. So, I’m curious to hear what thoughts you may have
be willing to share with me.

- I would happily welcome the opportunity to discuss with you the contributions I can
make to your overall operational and bottom-line success.

- Nevertheless, let me put you at ease, I’m not looking for a yes or no answer to my job
application at this very minute. What I am asking for is that you share your thoughts,
advice or even concerns you may have about my resume and qualifications. So, we
can perhaps dig a little deeper into my capabilities.

- Any assistance or advice that you can give me at this special period in my life will be
greatly appreciated, because I do have respect for your opinion, because of your
professional achievements and position.

- I enjoyed speaking with you the other day and I was wondering if you would be wiling
to serve as one of my referees in my campaign to identify and exploit the new career
opportunities at XYZ company. Enclosed is a copy of my CV, highlighting the way I
am presenting my experience in the marketplace. Any feedback or suggestions you
can provide me would be greatly appreciated.

- I plan to stay in touch with you and let you know of my progress. When I do follow up,
I would also appreciate you advising me of any names of people, organizations or
company opportunities that you may know of or have from potential employers.

13) “I don’t think I can be of any help to you.”

- I have been doing some research lately, and I have respect for your opinion because
of your position and association with such a highly visible and reputable company, so
I’m hopi.ng that you can

- Well because of your … I have respect for your opinion, so I’m hoping that you might
help me tap into a mutual network. You can perhaps help me by reviewing your
business, associates, customers or friend who may be in the market for an individual
with my background and skills. I would truly appreciate you giving them a copy of my
resume, or even better, giving me their names so that I may contact them personally.

- I plan to stay in touch with you and let you know of my progress. When I do follow up,
I would also appreciate you advising me of any names of people, organizations or
company opportunities that you may know of or have from potential employers.

- The thrust of my campaign is to find a suitable position in XYZ position. NAME you
could be of tremendous help if you could identify friends, acquittances, business
associates or maybe even a company who might be interested in my capabilities. I
 appreciate your interest and am looking forward to speaking with you SPECIFIC
DAY/DATE.

- Enclosed is my resume detailing some of my accomplishments to date.

- You could be of tremendous help if you could identify friends, acquittances, business
associates or maybe even a company who could be interested in my capabilities. I
will be calling you next week so you can share with me such information.

14) “It is company policy to go through Human Resources when seeking a position.”

- Very well. Can you connect me to NAME please?

- Perfect, I’ve pre-arranged on Wednesday to speak to NAME today. Can you connect
me to NAME please?

15) “Sorry, we’re not allowed to give out names. It’s company policy”

- Look, Maria, I understand your concern about company policy, but I can go on
LinkedIn at this very moment and I can find out everyone who works in the office, not
only in London, but also Dubai and know all about their person life and information.
So, I pledge you to help me out, because I have another call in 30 minutes and I can’t
afford to waste time. Please connect me to the person who can help me from the
XYZ department.

- If you want, hang on the line, I can go to LinkedIn and I can tell you exactly who to
connect me to, if that makes it easier for you.

- But if you can, just connect me to the department, I’m sure there’s someone there
and I’m at ease to speak with anyone who’s there.
Appendix:

- Boomerang method: “That’s right, but if I did have anymore experience than what I already
do, I think I would be overly-qualified for an entry position. So this is the perfect space and
time for both you and me, as I will be trained and “groomed” sort-of-say for your company
and tailored to meet the client’s needs.”
- Superior point method: “I think your objections are valid, but I think that doesn’t make me
any less qualified. Obviously, I have the necessary education background, as you already
agreed. And as for experience, I don’t think that I’m expected to have created miracles
before the time I’ve graduated, because first of all: even people who are in the workplace,
let’s be honest, are very far from creating/coming up with miracles (unless you’re a doctor
perhaps) and, let’s be transparent, in business/sports/whatever, if you look at any successful
person today, it was never expected of them to be millionaires/billionaires by the time they
were teenagers, because, well they were always seen as weird or misunderstood during that
time of their life, so they could never have imagined that person to be successful in the first
place. So, I think that these objections are a little unfair, and frankly, sometimes excuses
when there’s no intentions of even hiring. So, in saying that, if did have any more
experience or a candidate after me comes in saying they have some more great experience:
1) if I was you, I would be concerned and ask myself I this person is honest, or is he/she
making stuff up i.e. lying; 2) if they were telling the truth, they would, ironically, be over-
qualified, and wouldn’t be a long-lasting investments because they would probably leave the
firm after a short-period of time, because they’ll just use the position in your company as a
stepping stone towards their next step. So I think, it’s your choice, and hopefully make the
right kind of, hopefully smart, investment decision for the long-run”.