“Start where you finish.”
One of the first principles you learn in public accounting is that your ending balance becomes your starting point for the next period.
This principle is just as important in the world of selling.
A killer way to start your customer conversations is by picking up where you left off.
“The last time we spoke…“
Use this phrase to set up your OPENING.
This phrase is engaging and grabs the customer’s attention.
Make this tactic even more impactful by adding “you said..” at the end.
- Dr Dawn – “The last time we spoke you said…there were 2 patients you identified for chronic migraine treatment. I’m following up to see how their injections went?”
- Dr Jamie – “The last time we spoke you said…it may be time to conduct a chronic migraine training for the residents. I’m here to see if we can schedule a date?”
- Dr Kris – “The last time we spoke you mentioned…you heard that the department was losing money on Botox. I am here to see if we can set up a meeting with your billing staff and our business practice specialist.”
- Dr Andreas – “The last time we spoke you asked me … to get you a list of ULS proctors. I have 3 names for you.”
“The last time we spoke…”:
- Gets your customer’s attention
- Builds on your previous work
- Creates a call continuim
“Begin friendly. Begin by finding common ground, or don’t begin at all.” – Jeffrey Gitomer
We all have them: customers we struggle to connect with.
Our call starts with the customer’s arms crossed and them asking, “What’s up?”.
The customer’s style is transactional. We struggle to build rapport.
“Before we get started…” can help.
Insert this phrase after your opening, but BEFORE you get to business.
It only takes a little preparation & creativity on your end:
- “Dr Meredith, there are 2 ideas I want to run by you, but before we get started…I saw the residents just named you best teacher. How did that come about?”
- “Dr Jim, I’m here to follow up on _____, but before we get started, Amy told me that your daughter just left for college. How’s that going?”
- “Dr Thought Leader, there is a resident training idea I want to run by you, but before we get started, I saw on the hospital website that you are leading a new committee. What’s that all about?”
- “Dr Dan, the last time we spoke, you asked me to look into_____. But before we get started, I heard you just ran your first half marathon. How did that go?”
“Before We Get Started..” is a tactic that will help:
- Build rapport.
- Expand your time.
- Give your ideas a better chance of being heard.
“Small salespeople ask weak questions.” – Anthony Iannarino
Our job is to ask power questions to people in power.
Below are 3 POWER QUESTIONS to ask your thought leaders, chairpersons, & key influencers:
- “_______________ has been a hot topic to many of our top customers, how are you handling this?”
- “As you look out to the year ahead, what is the most exciting project you are working on?”
- “From your perspective, what is the most important issue we should be discussing today?”