Voice Mail Success Story
by Ann Barr
 

Jennifer in Ohio says that only 20 percent of her outbound calls end up in voice mail; Kevin in Michigan tells me that 50% of his calls go to voice mail. The average seems to be right around 40 percent. It can be really frustrating. Day after day, making call after call only to end up in voice mail.  Many sales reps tell me they never leave a voice mail message when making cold calls because prospects do not return calls.  (One reason prospects do not return calls is because there is little or no enthusiasm in the sales rep’s voice and s/he races through the message so that it is barely understandable.)

Dennis Currie, a sales rep in Dartmouth Nova Scotia has amazing success with his voice mail messages.  This may surprise you.  In fact, several facts here may surprise you.

       Dennis Currie makes between and 50 and 80 outbound calls every day.

       About 50 percent of his calls end up in voice mail.

       80 percent of the calls he makes are returned!

Each message Dennis leaves lasts about 90 seconds.  Too long, you say? Does he leave too much information?  Read on and then decide.  (Thank you to The Fax and Printer Guy in Dartmouth, Nova Scotia for allowing us to share this story.)

Example – Short Message

Most voice-mail messages left by sales reps are short and to the point – which is good, but a very brief message does not always provide the prospect with enough information to decide whether or not to return the call.

Example of a typical - short and to the point - voice mail message:

“Good morning [prospect’s name].  This is [sales rep’s first and last name] calling from [company name] about an exciting new [program, benefit or sale] through [ending date].  At your convenience, please call me at [telephone number].  (Repeat telephone number.) Thank you for your time.”

Though some prospects may find the message annoying because there is not enough information, it is a good message for three reasons:

     1.)  The use of positive power words (attention-getters) exciting and new.

     2.)  The program, benefit or sale has an ending date, as a time incentive to call back.

     3.)  The sales rep repeats his/her telephone number. 

Example – Longer Message

Here is one of the messages Dennis leaves on a prospect's voice mail system:

"Hello, this is Dennis Currie from The Fax and Printer Guy.  I'm calling to offer you some great savings on office equipment supplies that we're getting through our suppliers."

Key phrase "that we're getting through our suppliers" - Good - because this gives the listener a reason for the "great savings.")

"If you could give me a call at [his telephone number] I would love to have the opportunity to offer a quote on what you're using in laserjet and inkjet cartridges in your office."

(Good use of positive power word: "love.")

"I would also like to mention that we have very competitive pricing in the HRM area."

"And we have a fully equipped service department that can take care of any of your cleaning or repair needs on-site or in shop."

(Excellent information - because if the prospect does not need imaging supplies, s/he may need service.)

Dennis goes on to say:

"We also sell faxes, printers and do networking.

"Once again, it's Dennis Currie at the Fax and Printer Guy [ his telephone number ].

"I'm looking forward to your call."

Tone of Voice is Critical

A personal note here:  Dennis participated in my last e-class and I have to say he has one of the most up-beat, positive, professional voices I have heard, outside of radio or television.

Another success story:  A few weeks after Dennis’ script was published on our web site, I spoke with Margie Bennington (another positive, enthusiastic person) at Skyway Technology Group in Tampa, Florida.  Margie said she used the script and got ten extra appointments! 

If you are not sure how your own voice mail message sounds, a good way to find out is to call your office and leave yourself exactly the same message you intend to leave for prospects.  Ask a good friend to call and listen to your message and then ask:  “Would this voice mail message motivate you to call back?”

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Ann Barr is a consultant and sales trainer who has written eight books on sales and marketing. You can sign up for Ann’s free Weekly Sales Tips e-mailed newsletter at her web site www.sellingsupplies.com or contact Ann,  e-mail to: annbarr3@cox.net