Monday Memo: The Fearless Cold Caller
By Holland Cooke
Consultant
Often, when visiting client stations, I ride shotgun on a sales call, and it’s always a masterclass. Retailers have a canny, insightful feel for their customers (our listeners). And accompanying these reps, I feel like I’m “Dancing With The Stars.”
Cold calling still rattles many new sellers, even some veterans. The fear is understandable: interrupting strangers to ask for their time sounds like a recipe for rejection. And seems old-school, but the cold call isn’t a relic – it’s a differentiator. Done right, it’s not a pitch. It’s about discovery.
Here’s what successful sellers I work with seem to have in common:
- — Their goal isn’t a cold close.It’s to open a conversation about helping a business grow. They are confident in what radio advertising – done right – can accomplish.
- — They do homework beforehand, checking the prospect’s website, social feeds, Google reviews, and its other advertising. So, they can go in with something specific to reference. Some bring “an actual commercial that got results for a business like yours, somewhere else.” When I do a station sales meeting, I leave behind a thumb drive of successful spots from other markets. Retailers are wary of experiments, and curious for proven concepts.
- — They lead with curiosity. Like a job interview, you are judged more by the-questions-you-ask than the-information-you-give. Productive questions I hear include, “How are you attracting new customers right now?” and, “What’s been working best for you lately… and what’s been frustrating?” and, “Have you ever used local radio to tell your story?” Ask, “What’s the biggest mistake consumers make when planning a kitchen remodel [or purchasing whatever else the prospect sells]?” And, “Why buy from YOU?” Entrepreneurs like to talk about their business. Let them, and take notes, recording on your smartphone.
- — They present a no-risk offer that invests in the prospect’s growth. Hearing is believing, so “Let me take what-you’ve-told-me and bring back a message that tells your story, at no cost or obligation to you.” Rather than describing that story, spec spots demonstrate it. Note: “spots,” plural.
- — They bring back two spec spots, so the choice is this-or-that rather than yes-or-no. Not two versions of the same concept, but two different approaches. One might be a live read mock-up; the other a fully produced commercial, incorporating copy points from the prospect’s existing marketing material, and from that first-call interview…
- — If possible, they use the prospect’s voice. If he or she can read without sounding sing-songy, bring back a draft script. Here’s a straight pitchI wrote for the guy who maintains my home water system. More often, the most productive use of the prospect’s voice is unscripted sound bites lifted from the smartphone after that first call, wrapped with lean announcer copy, like this. Either way, spots like these can get people telling the advertiser “I heard you on the radio.” 😉
- — If that doesn’t close, they offer to re-do the spec spot, based on feedback from that second call. This persistence demonstrates a partnership with the prospect’s success, and shares authorship of the final version.
- — They anticipate rejection, and prep responses to common objections. They understand that “no” often means “not now.” Seeming super-appreciative for the prospect’s time, they thank him or her and ask “to check-back with you” in the future. They track attempts, conversations, and follow-ups.
Lately, I’m impressed by how reps are using Artificial Intelligence… not as a crutch, but to collaborate. Various vendors are hawking apps that will write – even voice – spots. Whenever I’m given a demo, I ask for copy about a restaurant my wife and I frequent. And what comes back is painfully generic – “in a relaxing atmosphere” – rather than capturing the experience. DO exploit AI. But ask it for copy concepts, and use it as a first draft, always to frame the prospect’s words.
Holland Cooke (HollandCooke.com) is a consultant working the intersection of broadcasting and the Internet. Follow HC on Twitter @HollandCooke and connect on LinkedIn
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