Smart Calling: Eliminate the Fear, Failure, and Rejection from Cold Calling, 2nd Edition

Chapter 11

Handling Early Resistance on Your Smart Calls

Reality check: Even if you do everything I’ve suggested so far, point-by-point perfectly, you will still get people who respond with some variation of “I’m not interested” or “We’re happy with what we’re doing.”

Expect it. Don’t be deterred by it. And prepare for it. That’s what we’ll do in this chapter.

Resistance after hearing an opening statement from an unknown caller is a natural, conditioned reaction for many people. And it usually works in attempts to blow sales reps off the phone. Except you, of course, because you’ll have some conversational ways to get the prospect talking, which really is the key to keeping the call alive and creating an opportunity.

I have a name for these kinds of inherent reactions that sales calls tend to elicit from prospects: Resistant Reflex Responses (RRRs). They simply are a natural reflex for many people, like ducking if an object is flying at your head. It’s instinctive. Not much thought goes into them; they just happen.

Trying to counter them with logic is tough, since, well—what would you be arguing against? We haven’t heard anything of substance yet, other than the response. And you don’t want to use a goofy retort that some sales books suggest: “Well, of course you aren’t interested—I haven’t given you anything to be interested in yet!” Give me a break.

So what should you do? Get them talking—which moves their mind away from their reflexive response and on to something of substance. ...