Prospecting Call- 3 Golden Rules

Summary

This video script offers a comprehensive guide to mastering prospecting calls in sales, particularly for a public speaking course. It emphasizes the importance of the three golden rules: ensuring the presence of decision-makers, treating the meeting as a special occasion, and discussing enrollment during the call itself. The script covers techniques for building rapport, effective communication, urgency, need identification, and objection handling. It also highlights common mistakes to avoid and the importance of preparation, trust, and ethical compliance in successful sales conversations.

Takeaways

• 📞 The importance of prospecting calls in sales, especially for a company like Planet Spark, where they are the first step in the sales process.
• 📈 Prospecting calls are structured into six topics: mastering the three golden rules, building communication skills, urgency building, need creation, and call objection handling.
• 🏆 The three golden rules for successful prospecting at Planet Spark include having the decision maker present, making the meeting feel like an event, and ensuring enrollment discussion and decision are made during the call.
• 🤝 Effective communication is key to unlocking opportunities in sales, with clarity, impact, and persuasiveness being essential to converting potential clients.
• ⏰ Building urgency is crucial as time is of the essence, and strategies to create a sense of urgency can lead to swift and decisive actions from prospects.
• 🤔 Need creation involves understanding and resonating with the customer's needs, tailoring solutions to meet those specific requirements.
• 🛡 Handling objections is an integral part of the sales process, requiring tools and strategies to confidently address challenges and turn them into opportunities.
• 🔑 Preparation is vital for successful prospecting calls, including understanding the child's learning ability and engaging the parent effectively.
• 🔍 Active listening is more important than talking during calls; a successful prospecting call should have the parent doing most of the talking.
• 📝 Avoid common mistakes such as lack of preparation, not addressing objections, and relying too heavily on scripts, which can hinder the natural flow of conversation.
• 👂 Always take feedback after the demo class as it is crucial for understanding the customer's experience and improving the counseling approach.

Q & A

What is the primary focus of the 'prospecting call' training at Planet Spark?

The primary focus of the 'prospecting call' training at Planet Spark is to teach sales representatives how to effectively communicate with potential customers interested in public speaking courses, emphasizing the importance of the first step in the sales process.

How many topics are covered in the prospecting call training at Planet Spark?

The prospecting call training at Planet Spark is divided into six different topics, aiming to provide a comprehensive understanding of the sales process.

What are the 'Three Golden Rules' mentioned in the script and why are they important?

The 'Three Golden Rules' are: 1) Presence of the decision maker in the meeting, 2) Making the meeting feel like an event, and 3) Discussing and deciding on enrollment during the counseling session. These rules are important as they help in making the sales process efficient, effective, and likely to result in on-the-spot decisions.

Why is it essential for both parents to be present during the sales meeting as per the first Golden Rule?

It is essential for both parents to be present during the sales meeting because it ensures that key decision-makers are involved, leading to more effective and efficient decision-making processes.

What does the term 'Rao building' refer to in the context of the script?

'Rao building' refers to creating meaningful connections with the customer and discovering actionable tips or tricks to facilitate these connections, which is crucial for successful sales interactions.

How does effective communication play a role in the sales process as described in the script?

Effective communication is vital in the sales process as it involves conveying messages with clarity, impact, and persuasiveness, which can help in converting potential clients into customers.

What strategies are discussed in the script to build urgency during a sales call?

The script discusses finding strategies and ideas to create a sense of urgency, which can encourage prospects to take swift and decisive action, potentially leading to decisions being made within the meeting itself.

Can you explain the concept of 'need creation' as mentioned in the script?

'Need creation' is the process of understanding the customer's needs, identifying, and resonating with them. This allows the salesperson to address these needs and tailor the sales pitch into a solution that meets the customer's specific requirements.

What is the significance of objection handling in the sales process according to the script?

Objection handling is significant because it equips the salesperson with the tools to confidently address customer concerns, turning challenges into opportunities and ensuring no sales journey is complete without addressing objections.

How does the script emphasize the importance of preparation before making a call to a parent?

The script emphasizes the importance of preparation by stating that a counselor should interact with the teacher who took the demo class to gain a better understanding of the child's learning ability and involvement, which helps in engaging the parent more effectively.

What are some common mistakes made by counselors during interactions with parents as outlined in the script?

Some common mistakes include lack of preparation, unclear value proposition, talking too much instead of being an active listener, failure to qualify leads, relying too heavily on scripts, neglecting follow-ups, and not addressing objections properly.

What is the recommended approach for a counselor when interacting with parents to avoid sounding like they are interrogating?

The recommended approach is to keep the conversation simple and concise, asking for all necessary information in a single, comprehensive question rather than multiple separate questions to avoid making the customer feel like they are being interrogated.

Why is it important for counselors to avoid sounding rude or authoritative during a call with a customer?

It is important to maintain a respectful and approachable tone to build trust and rapport with the customer. Sounding rude or too authoritative can alienate the customer and negatively impact the counseling session's success.

What is the significance of taking feedback after a demo class as per the script?

Taking feedback after a demo class is significant as it provides valuable insights into the customer's experience and satisfaction, allowing for continuous improvement of the counseling sessions and services offered.

Why should counselors confirm the identity and contact details of the decision maker during their call?

Confirming the identity and contact details of the decision maker ensures that the counselor is engaging with the right person who can make the necessary decisions, streamlining the sales process and increasing its effectiveness.

What is the importance of establishing a communication plan during a sales call?

A communication plan outlines key messages and the sequence of information delivery, ensuring clarity and helping the counselor to convey crucial information to the parent in a structured manner.

Why is it essential to ensure legal and ethical compliance during counseling sessions at Planet Spark?

Ensuring legal and ethical compliance is essential to maintain the integrity of the counseling sessions and to uphold the reputation and trustworthiness of Planet Spark as a service provider.

Outlines

00:00

📞 Mastering Prospecting Calls for Sales Success

This paragraph introduces the concept of prospecting in sales, emphasizing its importance as the initial step in a sales profile. It outlines a structured approach to learning sales, specifically focusing on making effective prospecting calls to customers interested in public speaking courses from Planet Spark. The section is divided into six topics: mastering the three golden rules, building communication skills, urgency building, need creation, and call objection handling. The golden rules are highlighted as crucial for success, teaching salespeople how to connect with customers, achieve consistent and persistent results, and adopt a strategic mindset for victory in sales. The paragraph also touches on Rao building, effective communication, and the importance of addressing objections during the sales process.

05:00

📘 The Three Golden Rules of Effective Sales Calls

The second paragraph delves into the specifics of the three golden rules for successful sales calls. The first rule stresses the necessity of having the decision maker present during the meeting, which is crucial for effective and efficient decision-making. The second rule, enrollment discussion, highlights the importance of preparation and ensuring that parents are aware that a decision is expected at the end of the counseling session. The paragraph also discusses the benefits of following these rules, such as increased customer conversion rates and the reduction of follow-up needed post-meeting. It provides a sample script to demonstrate how to implement these rules in a real-world scenario, emphasizing the importance of creating a special occasion, calling the decision maker, and ensuring the enrollment process is understood and completed during the session.

10:01

🤝 Tips for Following the Three Golden Rules in Sales

This paragraph offers practical tips for counselors to smoothly follow the three golden rules of sales. It advises being nice and friendly, being mindful of the tone used in communication, and being flexible with scheduling to accommodate the decision maker's availability. The paragraph also emphasizes the importance of working together for the child's benefit, stressing the collaborative nature of counseling. It provides a sample script to illustrate how to maintain a mindful tone with parents and discusses common mistakes made by counselors, such as lack of preparation, failure to qualify leads, and neglecting follow-ups. The aim is to help counselors avoid these pitfalls and create a positive, inclusive, and collaborative counseling experience.

15:01

🚫 Avoiding Common Mistakes in Sales Counseling

The fourth paragraph identifies and explains common mistakes made by sales counselors during interactions with parents. It advises against being overly pushy or desperate, not adapting to different customer types, ignoring feedback, and sounding like an interrogator or a rude person. The paragraph also warns against letting customers go due to timing issues, dropping calls prematurely, and skipping the golden rules. It stresses the importance of taking feedback from the demo class and maintaining a follow-up with customers. The goal is to equip counselors with the knowledge to avoid these errors and improve their sales counseling effectiveness.

20:02

🛡️ Essential Steps for Effective Sales Counseling

The final paragraph outlines essential steps for effective sales counseling. It starts with understanding the client's situation, emphasizing the importance of a thorough understanding to tailor the approach. The paragraph highlights the need to establish trust and Rao, confirming the identity and contact details of the decision maker, preparing for technical aspects of the counseling session, creating a communication plan, and ensuring legal and ethical compliance. These steps are crucial for maximizing the benefits of prospecting calls and maintaining the integrity of the counseling process.

Keywords

💡Prospecting

Prospecting refers to the process of searching for potential customers or clients who might be interested in a product or service. In the context of the video, it is the first step in a sales profile, particularly for a public speaking course offered by Planet Spark. The script emphasizes the importance of mastering the art of prospecting to connect with customers and secure on-the-spot decisions.

💡Golden Rules

The term 'Golden Rules' in the video signifies the three fundamental principles that guide the sales process at Planet Spark. These rules are critical for the success of prospecting calls, teaching salespeople how to connect with customers effectively and achieve quick decision-making. The script mentions these rules as a secret to success and a key to closing deals confidently.

💡Communication Skills

Communication skills are essential for conveying messages clearly and persuasively. In the video, it is highlighted as one of the topics to be mastered in sales. Effective communication is crucial for unlocking opportunities and converting potential clients into customers, as it helps in elevating the pitch and addressing the customer's needs with clarity and impact.

💡Urgency Building

Urgency building is the strategy of creating a sense of immediacy that prompts potential customers to take swift and decisive action. The script discusses this as a topic where salespeople learn to build urgency in their calls, helping customers understand the importance of timely decisions, which is vital in a world where time is of the essence.

💡Need Creation

Need creation involves understanding and identifying the customer's needs and then resonating with those needs to offer tailored solutions. In the script, it is presented as a critical topic where salespeople learn to turn their prospecting calls into customized solutions by addressing the specific needs of the customers, thus increasing the chances of conversion.

💡Objection Handling

Objection handling is the process of addressing and overcoming potential customer objections during a sales call. The video script emphasizes that no prospecting journey is complete without addressing objections, and it is essential for salespeople to be equipped with the tools to handle these objections confidently, turning challenges into opportunities.

💡Decision Maker

A decision maker is an individual who has the authority to make choices, especially regarding purchases or commitments. The video script stresses the importance of having the decision maker present during meetings to ensure effective and efficient decision-making processes. This is part of the first golden rule mentioned in the script.

💡Enrollment Discussion

Enrollment discussion refers to the conversation about the process of signing up for a service or course, in this case, the public speaking course offered by Planet Spark. The script mentions that parents should be well aware in advance that a decision regarding enrollment is required on the spot after the counseling session, emphasizing transparency and open communication.

💡Rao Building

Rao building, as used in the script, seems to refer to creating meaningful connections with customers and discovering actionable tips or tricks to facilitate these connections. While the term 'Rao' is not standard in sales terminology, in this context, it appears to be about establishing rapport and finding common ground to discuss the customer's needs.

💡Lead Conversion

Lead conversion is the process of turning potential customers, or leads, into actual customers. The video script discusses the impact of following the golden rules on lead conversion, highlighting that adhering to these principles can lead to a high conversion rate, with 80 to 90% of customer conversions happening on the spot.

💡Counseling Session

A counseling session, in the context of the video, refers to a meeting with a potential customer to discuss and understand their needs, particularly regarding their child's public speaking course. The script emphasizes the importance of these sessions for tailoring solutions and making the enrollment process transparent and effective.

Highlights

Prospecting calls are the initial step in a sales profile, crucial for learning how to engage with potential customers effectively.

Sales follow a general pattern with a structured approach to learning how to conduct prospecting calls, especially for a public speaking course.

The importance of mastering the 'three golden rules' in sales, which are essential for success in connecting with customers and securing decisions.

Building communication skills is vital for conveying messages with clarity, impact, and persuasiveness to convert potential clients.

Creating urgency in sales calls can lead to swift and decisive actions by prospects, often resulting in on-the-spot decisions.

Need creation involves understanding and resonating with the customer's needs to provide tailored solutions during prospecting calls.

Objection handling is critical in sales, requiring tools and strategies to confidently address challenges and turn them into opportunities.

The significance of the decision maker's presence in meetings for effective and efficient decision-making processes.

Making prospecting calls feel like an event to engage customers actively and create an atmosphere conducive to decision-making.

The necessity of preparing customers in advance for on-the-spot enrollment discussions during counseling sessions.

The benefits of following the three golden rules, which can lead to high customer conversion rates with minimal follow-ups.

Avoiding common mistakes made by counselors, such as lack of preparation or not addressing objections properly, to improve customer interactions.

Tips for counselors to follow the golden rules effectively, including being friendly, flexible, and collaborative with customers.

The importance of adapting to different customer profiles and avoiding comfort zones to ensure inclusive and diverse interactions.

Utilizing feedback from teachers and parents to improve counseling sessions and tailor approaches to individual needs.

Ensuring legal and ethical compliance in all sales processes to maintain the integrity of the counseling sessions.

Transcripts

the second section which is prospecting

call and this is the most important

thing to learn into sales because this

is the first step when you uh step up uh

into a sales profile prospecting call is

the first thing you're going to learn

right and every company has their

structure to follow but in general sales

has the similar pattern so what we are

going to learn we are going to learn how

to put a right prospecting call to a

customer who is is looking for a public

speaking course from planet spark okay

so we are going to cover this section

into six different topics as you can see

on the screen uh there are three topics

which are mastering the three golden

rules Rao building communication skills

and then uh on the second screen you can

find urgency building need creation and

call objection so coming back to the

first one where we are mentioned the

first three mastering the three Golden

Rule so this is something you can say uh

you know kind of a secret to success in

Planet space spark right this will teach

you how to connect with the customer and

how you can get on spot decisions in

almost every meeting of yours right and

once you learn that art you will learn

how to have consistency persistence and

a strategic mindset that can set you on

the path of uh Victory right not in

terms of prospecting but into every

field of sales okay uh then the second

topic would be Rao building now Rao

building means uh creating meaningful

connections and disc covering some

actionable tips uh or maybe tricks so

that you can connect with the customer

you can have um you know a middle ground

to speak about something right and the

third which I personally feel is the

most important element of uh sales or

any sales person should work on this

continuously that is effective

communication because effective

communication key is the key which

unlock a lot of doors of opportunity for

you right in this particular uh chapter

this particular topic you will un cover

the art of conveying your message with

Clarity impact and persuasiveness right

and you will be able to elevate your

pitch so that you can convert your

potential clients into a uh customer

okay uh then next fourth topic will be

urgency building so understand one thing

we are living in a world where time is

the essence right so we will be finding

some strategies discussing some ideas

through that you can uh build urgency

properly and uh that will definitely

going to help you to properly of

prospect to take a Swift and decisive

action right they can take a decision

within the meeting itself then the fifth

chapter uh topic will be need creation

Now need creation means that you will be

able to understand the need of your

customer and you will learn how to

identify and resonate with the need of

your customer right once you resonate

with the need then you can address those

needs and you can turn these all of your

prospecting calls into the tailored

solution for your clients okay and

objection handling is the most important

chapter understand one thing uh no

prospecting journey is complete without

addressing objections so you require to

equip yourself with the Tool uh through

which you can confidently handle these

objections and turn every single

challenge into opportunity okay so this

is a you can say a power pack three you

know a guide of six different topics

which will help you to master your

prospecting call at Planet spark okay so

let's start with the first topic

itself chapter

2.1.1 in which we are going to discuss

about the three golden rules uh we

believe in the power of decision

decisive movements okay at plant Park we

believe in the power of decisive

movement and we are going to unveil the

secrets behind our three Golden Rule

that actually empowers our counselors to

close the deal on spot with confidence

now at Planet spark the first golden

rule is simple but most important right

the Pres pres of the decision maker

presence of decision maker into the

meeting is compulsory okay when I say

decision maker when interacting uh with

parents so is important that both

parents are present to that meeting okay

we understand the importance of having a

key decision maker in the room for

Effective and efficient decision making

process right then only we can come to a

conclusion after every meeting okay uh

but again it's not just about who is

present in with the meeting it's about

how you present your meeting so it's

really important that when you're over a

phone call you have to make sure that

your meeting should feel like an event

now try to Picture This that your

meeting is just not a discussion uh it's

an

experience right uh so you need to just

imagine that you are creating an

atmosphere parents are not just you know

a passive participant but also actively

engaged and by making these movs

memorable we set the stage for decision

that resonate with our idea

okay and now that brings to us uh third

Golden Rule which is enrollment

discussion and enrollment decision now

understand one thing preparation is the

key so parent should be well aware in

advance over the phone call itself that

decision is uh that a decision is

required on the spot after the

completion of the counseling session

okay because we believe in the

transparency and open communication

ensuring that everyone is on the same

page so by following these three rules

you can definitely uh get all of your

customer into the meeting and you can

get revenue on spot into the meeting

itself to understand these three rules

better we are going to listen to a call

where we can understand it with better

understanding that how a counselor

actually utilize these three rules to

call a customer over a video counseling

session importance of these rules and uh

why these rules are important to us and

why should we follow them okay so in

what all elements we should focus when

you're following these rules so first of

all is establish the expectation that is

the one thing we are going to cover

second thing we're going to cover how to

create a safe environment and then

enhancing the environment then

respecting the time in the last we are

going to discuss how to build trust and

Rao

okay how to establish the expectation

and uh also we understood how to create

a safe environment and how you can make

sure that customer is able to understand

your point of view and uh enjoy the

environment created by you over the

phone call and keeping it simple and

short also help customer to understand

the agenda quickly so we always say that

you have to make sure that your call

should should uh stay for more than 12

minutes so that you can explain each and

everything with full detail right now

the coming uh the next chapter which is

basically effects on lead conversion of

these golden rules basically as I

mentioned earlier that you have to

follow follow these three rule in a

synchronization to make sure that both

of the parents should be aware that

presence of both parents is a must or I

would say presence of decision maker is

a must also you have to make sure that

the customer should understand this is a

special occasion and third which is the

most important role that parents are

well aware in advance that they have to

take the decision of the video

counseling session during the video

counseling session itself okay now what

are the benefit of following these rules

so basically when you create a special

occasion parents are excited right and

when you're calling the decision maker

it is easy for you to get the decision

on spot so there is a high chances of

not getting a followup on any lead

that's why in plant Park 80 to 90% of

the customer conversion usually happen

on on spot meeting itself we don't uh do

any followup for uh any payments or we

don't do any followup post our meeting

uh it only happening because we are

following these three uh golden rules

religiously and that's what we encourage

you to do so that you can also convert

your leads effectively and

efficiently rule that how we need to

follow the rules and what would be the

right and accurate flow of these rules

to get the maximum benefit so the first

thing uh that creating a special

occasion means that you have to make

sure the parents are able to understand

why you're calling and what is the

purpose of this call during mentioning

the purpose of the call you have to make

sure that customer do understand that

this is important for them child right

second thing is calling the decision

maker on video counseling S as we have

already discussed that after

establishing special uh occasion Concept

in the mind of a customer you have to

make sure that the both customers are

aligned and they both should come with

the mutual consent about the time SL

where they both can meet the counselor

right and third which is the most

important rule that you have to make

sure that you tell the customer inv

valid and enrollment process on the

video counseling session should occur

that means that customer have to make

sure that they're taking the decision

about this counseling session within the

counseling session right to understand

it better we are going to listen to

another call through which you will

understand what is the flow you have to

keep so that you can get maximum

output script uh I'll take a pause for a

moment so that you can take a reading of

it or I will help you to read it out

let's say how uh this script is going to

help you whenever a counselor is making

a call it is important to sound like a

professional counselor that's why this

kind of script is going to help you so

give an example if I go through this

script is like uh dear parent I will

take the name let's say Sachin dear

Sachin we are excited to inform you that

our upcoming counseling session it's not

just a regular meeting but a special

occasion designed uh to make your

child's experience positive and

memorable your presence is crucial in

ensuring that this special occasion is

tailored to your child's unique needs

and we believe that face Toof face

interaction during our video counseling

session will contribute significantly to

the effect activeness of our process and

to create a better curriculum for your

child now as a part of this session we

will also discuss the enrollment process

this step is uh designed to understand

your child better and to customize our

approach to best meet their needs your

involvement in this process is

invaluable it's important to have the

enrollment discussion on the VC itself

because we don't commit frauds and it

will be recorded and done in front of

the in front of our B only right we look

forward to creating a supportive

engaging environment for a child and

your active participation will greatly

contribute to the success of this

endeavor so this is a sample script now

you can go through it it's just giving

you a brief understanding how you can

keep the flow of all three rules and

make sure that customer understand and

enroll with you

right I'm going to help you with some

additional tips which can help you to

follow three golden rules smoothly again

these are three tips the first tip is be

you have to be nice and friendly right

be mind mindful of the tone in your

communication with the customer you have

to make sure that somewhere customer is

feeling positive and supportive when

you're interacting with them okay always

flexible with the time for uh normally

whenever we interact with the parent we

try to give options of time slots to

them but if customers customer is not

okay with the timing then be flexible

right be open to finding a time slot for

the counseling session that works for

the person who is making the decision

okay third you have to work to together

for the child you have to make them

understand this is a collaborative

approach right uh you have to stress

that counseling is a team effort it's a

team effort of the counselor and the

parents okay you and the decision makers

that are basically partner are helping

in building up a right future for the

child if you are able to display this to

the parents through your tone through

your pitch it will be easy to follow the

rules and following these simple tips

you can set the stage for positive

inclusive and collaborative counseling

experience for for the

parents to understand this better we are

going to share a sample with you so that

you can understand how a customer using

a mindful tone with the parents we are

going to uh study about the mistakes a

counselor does during interaction with

the parent these are common mistakes and

you can easily avoid them for given

example the first mistake normally a

counselor encounters uh because of the

lack of preparation Now understand one

thing before calling a parent it is is a

must for you to call the teacher teacher

who took the demo class of the child

right because when you interact with the

teacher you get a better understanding

about the child's learning ability

involvement of the child during the demo

class you get a proper understanding

that how you can engage the parent so it

is really important that you are well

prepared before making a or placing a

call to the parent second mistake people

do is basically then when they are not

able to put uh this thing in front of

the customer what is the value of their

counseling session so first of all you

need to make sure that you understand

the requirement of the parents and then

uh you provide a solution accordingly

right third thing sometime we go in

length while interacting with the parent

we talk too much but I believe a

prospecting PA is successful if you are

active listener it's like 6040 or it can

go to 7030 as well that parents are

taking 60% of the time while interacting

with you or 70% of your time so that

means that this will be a two-way

communication or two-way conversation

with the parent let the Prospect let

Prospect share their priorities and

their perspective about public speaking

this is really important fourth mistake

usually a cons C does that they fail to

qualify the uh leads they never ask

questions related to the profile are the

self-employed or the salid person so

it's better you should not run under the

bus make a list of the targeted question

and ask accordingly okay to understand

the customer's profile fifth mistake a

counselor does basically relying on a

script completely or too heavily that

means you have to be a active listener

so that you can tailor your approach

toward the conversation and you can

engage the customer accordingly last one

is neglecting the followup because once

a customer is showing you that he's not

able to open up at this moment or maybe

looking for another time slot for

interacting so make sure that you

maintain a followup by providing

additional information to the customer

if you follow these six uh basic uh tips

you will be able to avoid mistakes you

may make while interacting with your

customer so it's really important that

you should avoid these six mistakes when

you're interacting with the

customer do while interacting with the

parent uh let's say not addressing the

objection sometime we try to dodge the

objection or maybe we are not giving

satisfactory answer to the objection so

it's really important that you

understand their point of view address

the objection with confidence and always

always share some examples and stories

and some experience of previous Mo might

have faced the same challenges right for

given an example if I say I am not

looking for something online because I

don't believe in online classes so you

should answer the objection with some

example that how online classes can help

a student in a better learning

experience right so you have to make

sure that you address all the objection

next is basically being overly pushy or

maybe uh you know being sounding

desperate it happen that sometime uh to

get a meeting we may sound desperate to

the parents so you need to strike a BAL

between the enthusiasm and being

desperate that means when I am talking

to a customer I should sound like a

counselor not like a sales person that

is the only difference between counselor

and a salesperson a counselor is always

enthusiastic but a Salesman is always

desperate for a meeting next one is

failure to adapt normally what happen

that you create a comfort zone around

yourself being a counselor you will

interact with lot of parents and some of

the categories of those parent will

become favorite of yours for given

example we have some counselor on the

floor who are really comfortable with

metropolitan cities customer but they

are not that much comfortable when it

comes to T tier B customer so you have

to be flexible to adapt the nature of

your business and you uh sound similar

to every customer whether you're

interacting with the Bangalore customer

or whether you're interact with the

Banaras customer okay next one is

ignoring the feedback this happens a lot

many time that we ignore the feedback of

a child from the teacher and then we

don't take a feedback from the parents

as well so you have to make sure that

you utilize this feedback in an

appropriate manner next you should not

sound like someone who is doing an

interrogation I'll give an example so

let's say if I'm interacting with a

parent and I say what is the name of a

child now that's the first question and

then I say okay what is the grade and

then I say what is the school name and

what is the age of a child so if I'm

asking different different questions so

somewhere coun uh customer may feel that

there is an interrogation going on with

him or her so it's really important that

you keep keep it very simple and short

for a customer to answer so rather than

putting four different question I can

say help me with the name age grade and

school name of your child so now over

here I'm taking all the information

without siging an interrogation okay

next one is uh you should not sound rude

because it happens sometime to be

authoritative over the phone call we may

cross a line and we we may sound rout to

our customer you have to make sure that

you use your sound uh voice modulation

in an appropriate

manner which a counselor usually commits

during interacting with a customer first

of like uh one of them is do not let go

them because of the timing issue it

happens that sometime customers are not

ready to meet on your given time slots

so it's okay in those cases to go with

the time slot of a customer okay next

that normally when a counselor is

interacting with a parent we usually

suggest them to take a alternate number

sometimes uh even 60% time 60% of the

times mother has registered with her

number so it is really important to take

a alterate number it will help you with

two point of contact first of all okay

and you will always have option to

interact with them and connect with them

next one uh you should not drop the call

from your s it's a strict policy to

follow at Planet spark that calls should

be ended from the customer end not your

end next one Do not drop the call before

12 minutes now you have to engage a

customer in a way that your conversation

should last more than 12 minutes minimum

okay and again the most important thing

which is you should not skip uh the

golden rules which we have already

discussed you have to keep in mind that

you're following them in a flow then

only you can get the better results and

the last one is always taking the

feedback of the demo class once uh you

have interacted with the customer is

okay to take a feedback about the demo

class although assuming that customer

might have enjoyed uh the demo is the

one principle we follow but again taking

a feedback is always fruitful so so

these are the mistakes these are the 18

set of mistake I'm going to repeat them

again the first mistake is lack of

preparation second is unclear value

preposition talking too much over the

call that means you're not a good

listener fourth failure to qualify the

leads always ask about their profession

and their personal aim and their hobbies

and relying on a script rather than

engaging with the

customer rely less over the script right

neglecting the followup again as I said

that you'll be interacting with a lot of

customers it's really important for you

to keep a followup next one not

addressing the objection properly it

happens that to understand a customer

better you have to be a good listener

and again you can only address the

objection if you're a good listener

right eighth being overly pushy or maybe

desperate this is the line where you

will get to know you're sounding like a

counselor or like a salesperson ninth is

failure to adapt you will be flexible to

uh connect with the customer from

different different cast custom or Creed

or any City next one is ignoring the

feedback then

uh you should not sound like someone

who's interrogating a customer and then

you should not sound like someone who is

a rude person you should definitely

sound like someone who is having some

Authority rather than sounding a rude

person and then uh you should not let uh

the customer go because of the time

issue you in such scenario you should be

comfortable with the customer time slot

then always ask for alterate number and

email ID next one you should not drop

the call from your end next one you have

to keep the call at least for 12 minutes

and the most important thing you should

not skip the Golden Rule last but not

the least always take the temo feedback

from the customer

and that you should follow as a

counselor while interacting with a

customer over the phone call the first

one is understanding client situation

now uh you need to go in in depth while

discussing about the child so that you

can understand their situation their

need and the goal before going on a

video call with them why it is important

it it is important because when you have

a thorough understanding of a customer

you can tailor your approach with them

next one establishing trust and Rao

understand trust is the foundation in

any counseling session clients are more

likely to engage positively when they

feel a sense of trust and connection

with the counselor next one is

confirmation of decision maker now

basically you need you require to

confirm the identity and you should

gather the contact details of the

decision maker during your call with the

uh person who has registered with the

sometime as I mentioned earlier that 60%

of the cases mother is the one who is

sharing the numbers with uh Planet spark

but we require to connect with the

father as well because in Indian Society

majorly fathers are involved in decision

making right so it is important for you

to get the alternate number of the

father as well right next one you have

to prepare for technical aspect that

means you have to make sure the customer

are well aware that they have to connect

through a laptop and they have they have

to have a stable Wi-Fi or they can uh

connect with some tablet but prefer not

to connect with the customer over a

phone call because it is not feasible

for a customer to understand each and

everything through a slide which you're

going to show over the counseling

session so it is always uh beneficial if

a customer is joining through a laptop

or a tablet okay create a communication

plan now when I say communication plan

that means you will be outlining all the

key messages and there should be a

sequence of information delivery right

because a structured communication plan

will help you to maintain a Clarity and

it will be easy for you to convey The

crucial information to the parent last

but not the least ensure the legal and

ethical compliance you need to confirm

all the processes aligned with the legal

and ethical standard for celling

services at Planet spark because

understand compliance is essential is

really essential to maintain the

Integrity of your counseling uh session

with the customer so it's really

important to follow these precondition

so that you can get maximum benefit of

your prospecting

call