A sales rep is on a phone call with a prospect who likes to control the conversation. The constant interruptions make it hard for the rep to find out the prospect’s pain points and to pitch. What should the rep do first?
Ask the prospect what she hopes to get out of the call to encourage her to re-focus
Tell the prospect that to work together well, she needs to follow the rep’s call structure
Incorporate what the prospect says into his own talking points when there’s an opening
Offer to set up an in-person appointment to discuss the sales process in more detail
The correct answer and explanation is :
Correct Answer: Ask the prospect what she hopes to get out of the call to encourage her to re-focus.
Explanation (300+ words):
In sales conversations, especially in discovery calls, it’s critical for the sales representative to understand the prospect’s needs, pain points, and goals. However, when a prospect dominates the conversation and constantly interrupts, it becomes difficult for the rep to guide the discussion and uncover this key information. In such cases, the first and most effective action the rep should take is to gently redirect the conversation by asking the prospect what she hopes to get out of the call.
This approach serves multiple purposes:
- Establishes mutual expectations: By directly asking what the prospect wants from the call, the rep invites her to take a moment and articulate her objectives. This simple act can naturally pause the interruptions and shift the prospect’s focus toward collaboration rather than control.
- Creates an opening for the rep: Once the prospect states her goals, the rep can align his talking points to meet those expectations. This provides a smoother transition into a two-way dialogue rather than a one-sided monologue.
- Demonstrates active listening and respect: This tactic shows that the rep values the prospect’s time and priorities. It positions the rep as a consultative partner rather than just a seller.
Let’s consider the incorrect options:
- Telling the prospect to follow the rep’s structure comes off as confrontational and could damage rapport.
- Incorporating what the prospect says into talking points is helpful later, but it won’t address the core issue of the conversation being unproductive due to interruptions.
- Setting up an in-person appointment avoids solving the current issue and may not be feasible.
Ultimately, asking the prospect about her expectations is a respectful and strategic way to regain control of the conversation while keeping the prospect engaged and receptive.