In this controversial episode I’m going to talk about one of the most hated, yet effective marketing tools you have in your arsenal.
Most people think telemarketing is annoying, complicated and leads to customers hating your business.
And if it’s done incorrectly, that’s true.
In this episode I’ll show you how to set it up correctly so you actually INCREASE goodwill towards your company while dramatically increasing results for high-end ticket items.
Listen To The Podcast!
Hey everybody. Welcome back to another episode of the Sales Funnel Mastery podcast. This is your host Jeremy Reeves. In today’s episode, I’m going to talk about part number 4 of how to add upsells to your upsell sequence without pissing off your customers.
So if you haven’t been a part of the sequence yet, if this is the first time you’re listening, what we’re doing is going through a 5-part series, showing you how to add upsells to your sales funnel without being annoying, being intrusive, and really pissing off your customers.
In reality, you probably aren’t making your customers mad, but a lot of people think that they are. They really just aren’t comfortable with the more aggressive selling. And that’s understandable. This is what this 5-part series is covering and this is part number 4.
What we’re going to talk about is how to use personal phone calls, so essentially telemarketing. Don’t worry. It’s not the dirty, scummy kind of telemarketing. How to use telemarketing to really add a lot of value to your customers’ lives after they’ve bought something from you, as well as make extra sales, make more profit from that customer.
So quick recap: What we’ve gone over so far. In part 1 of the series, we went over how to use surveys and buyers auto-responder sequences to add additional selling to your upsell sequence without being intrusive.
In the second part, we went over how to use re-targeting campaigns to do the same thing. In the last episode, part 3, I showed you how to use direct mail stick letters and actually how to automate those direct mail letters to get people to funnel them back on to your website, to purchase more from you and do so in a way that actually adds value and adds good will to the the relationship.
If you haven’t listened to them yet, make sure you go back because this series is extremely actionable. This is not theory. This is not some kind of fluffy thing where I’m talking a lot and not giving you anything to do. This is very, very action-oriented content that I’m doing in this 5-part series and really, for every other episode of the podcast. And the same thing goes for what I’m going to talk about next.
So I want you to imagine that you just bought a product. Let’s just say that you’re a guy, don’t have to be a guy. Let’s just say you’re a guy and you just bought underwear for your wife. Valentine’s Day is coming up and you went to Victoria’s Secret and you bought some nice lingerie or underwear, some pants, whatever your wife likes.
Let’s just say it’s 2:30 in the afternoon and at 3:00 or 2:45 or whatever, you get a phone call. You pick up your phone, “Hey, this is John.”
On the other line, the person says, “Hey John, this is Becky from Victoria’s Secret. I just wanted to confirm that you just placed an order with us. I just wanted to let you know that everything went through properly. We’ll be shipping out your order in the next 24 hours. You’ll be sent a tracking information as soon as that’s done. Just wanted to ask if you had any questions about your order?” You say, “No, I’m good.” “Okay. Thanks, John.” By the way, this is a little bit of a script. I’m doing this off the top of my head, so I’m sure you can come up with something better. This is the gist that you want to do.
“Okay, John. I’m glad to hear that you’re comfortable with the decision. Hey, I wanted to let you know, that just in case you didn’t realize it, we’re also having a special on…”
Let’s just say that you bought underwear, “I also wanted to let you know that it seems like you’re wanting to buy some nice, sexy clothes for your wife. I also wanted to let you know that we have a couple of really new, exclusive pairs of lingerie. Maybe your wife will like them. Maybe you guys will like them together,” kind of the point.
You go into the pitch about this new thing that you have. Most people don’t know about it. It’s exclusive. It’s not even available to the general public. This is a customer-exclusive offer. Whatever your offer is that you’re going to have for an upsell, you have to make it so that it’s exclusive to those buyers.
You have to make it so people feel like they’re part of a club. Like they’re part of some elite group that is special. It’s kind of like a country club. A lot of people join country clubs, not because they want to golf or the place has good food or whatever. They want to join for the ego inflation, really. A lot of it just to be able to say that they belong to that country club.
That’s 80 percent of why people join clubs like that. It’s not just country clubs, it’s a lot of things like that. It’s why people buy nice cars. It’s why people buy really, really expensive houses. It’s not really a practical decision. It’s to inflate your ego. It’s to feel good about yourself. It’s to have the sense of well-being. It’s to have that sense of personal satisfaction when someone walks in your house and says, “Oh my God, I love your house. It’s so gorgeous.” Or “I love your car. Oh my God, it’s so sexy.”
The reason that you do stuff like that isn’t because it’s practical. It’s because you like that feeling when people compliment you on it. That’s how you want your customers to feel.
By the way, doing those types of things where you’re doing it for your own ego isn’t necessarily a bad thing unless you’re kind of abusive with it and you show off on purpose. It can get bad. It can get into negative territory.
But when it comes to dealing with your customers, you want them to feel that emotion. You want them to feel like they’re part of an exclusive group and you want to appeal to their ego and they’re greed and all of those things that make people want to buy, all those persuasive elements.
That’s really how this phone call should go. It should be, if you have ever heard of the term ‘consultative selling’, that’s what you want to do. You want to talk to these people. You want to ask a lot of questions. The way to sell, especially in the markets today, is not to ram down their throat why your product is the best, why it’s never going to be available again, all that kind of stuff, like the used car salesman tactics.
That stuff really doesn’t work anymore. And maybe it does on some people, but it doesn’t work on long-term customers. The mindset of people is really shifting into more that they want to deal with people they trust. They want to deal with people where they have an experience and it’s a really good experience.
It’s not one where they’re getting pitched really hard and the people never show up again. It’s one where they deal with the company. Someone like this calls them and it’s not a pushy sale. You want people to come off of this call, even if they buy 3x the price that they paid for the first item, you want them to call off of this call feeling high, feeling really euphoric, like they just made a really good decision.
When you’re training your sales people, make sure that you have people, this is extremely important, make sure that you have people that know how to sell consultatively. That know how to sell in a very genuine, caring manner. They aren’t pushing down their throats, whatever product you’re trying to push.
A lot of times it helps not even to have a specific upsell. A lot of times it helps to have 3-5 options that the salesman has in front of them and he asks the prospect or the new customer a few different questions and based on that person’s response, then he picks one of the upsells that would fit his needs the best, because that’s only going to help you increase the amount that you sell.
It’s going to be a little bit harder to track. But really, all you have to do is have the salesman write down what the person sold and then you just track that over the lifetime of the customer. And you’ll be able to see what the average is, what people are buying, what people are not buying, that kind of thing.
So I hope that helps. I just kind of did that in one breath. I don’t even know if I took a breath the entire time there. I hope that helps. I went into a lot of detail there from beginning to end. I hope that if you have salesmen, sales people, you can give them this audio. Share this with your team. Have them download the podcast.
If you don’t and if you’re hiring someone to do this for you, again, share this podcast with them. Tell them that they’re really trying to be consultative. They’re trying to be genuine to the person’s actual needs and not the needs of the salesman.
That’s really, really important, especially in this case. You have to remember, these are buyers that just bought. They’re very susceptible to if you go in and you’re too aggressive with them, it’s going to be a really bad experience. And they’re going to link that bad experience on the phone, to a bad experience purchasing the first product that they just bought.
Again, when you do this, make sure that it’s really, really genuine. Basically, if you’re the owner, you shouldn’t be afraid of calling these customers because you know that you’re adding value. You’re going to answer questions for them. You’re going to help them. The only reason that you’re calling is to help them, either solve their problem faster, get better results with whatever they’re going to do, or make it easier for them. You have to have that in the back of your mind.
I really hope this helps. Stick around for part number 5, coming your way soon. I will talk to you soon.