How to Make Conversations Interesting - Beginner Guide for Sales Reps

Sales reps often run into the age-old dilemma of how to make conversation interesting, or something along the lines of how to engage customers on call.

There’s more to it, depending on the type of business a company is running, and the niche itself.

Some niches are easy for sales reps to fit into, and these are the ones normally based on products that are needed regularly by regular users. Or, it could be a combination of different prospect-based pain points, and the business’s ability to address those through carefully personalized solutions.

But, still, how to engage customers on call is more of an art and needs to be mastered these days. 

According to ‘GrowthList.Co,’ it takes an average of 209 calls for one appointment in cold calling.

If we were to dissect it into metrics, we can easily see that the conversion rate is busted.

On top of that, your prospects have become so trained to sales reps’ usual communication flow that the chances of rejection, or hanging up on a call are pretty high. 

At Trellus, we do more than just ‘surface level dabbling’ to ensure that cold callers get to brush up their skills on how to make conversation interesting, and engage customers while at it.

Why Does Effective Communication Matter in Sales?

Of course, it comes down to conversions and increased business size.

However, there’s more to learning how to talk to have interesting conversations. 

At its core, any number of sales is about building relationships and trust. 

In that order, the overall ability to communicate effectively can make or break these connections. 

Sales conversations, on the other hand, are no longer just about pushing products; they are about understanding customer needs, addressing pain points, and providing solutions.

Eventually, when it’s done right, communication tends to foster trust and long-term relationships that are vital for business growth. Given that one client, or a bunch of businesses have had a delightful customer experience, they’re going to bring in more referrals for your company.

So on and so forth.‍

Common Challenges Faced by Modern Sales Professionals

Modern sales professionals face an array of challenges. 

And depending on the state of business, and the business niche itself, these sales individuals are usually in for the long haul.

Let’s kick off with the accessibility aspect.

With 87% of Americans not answering unknown calls and 80% of cold calls ending up in voicemail, reaching prospects has become increasingly difficult. In addition to that, 40% of B2B sales reps feel unprepared for calls. This lack of preparedness, coupled with increased screening by potential leads, has made the sales process more daunting.

Moreover, the world is transforming rapidly. 

The advent of digital platforms and the shift to remote work have altered traditional communication norms. Sales reps now need to navigate virtual communication channels, where building rapport is often more challenging than in face-to-face interactions.

How to Engage Customers on Call: Understanding the Current Challenges

Cold calling is a familiar battlefield for sales professionals, but the landscape has grown tougher in the digital age. 

Modern challenges demand innovative approaches to remain effective. Let's dive into the hurdles sales reps face and how they shape the cold calling dynamic today.

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1. Declining Answer Rates

One of the most significant hurdles is that a staggering 87% of Americans don't answer unknown calls. 

The proliferation of spam calls has conditioned people to ignore numbers they don't recognize. This means sales reps often miss the opportunity to make a first impression.

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2. Voicemail Overload

We’ve all been there. 

Your average cold calls run into voicemail, never to be responded to by clients.

You can call those individuals again by flagging their account in your ‘Tasks or To-Do List’. But chances are that most of the calls when referred to a voicemail box, are not responded to. 

As a matter of fact, 80% of cold calls don't reach a live person and result in a voicemail instead. This stat underscores the importance of crafting compelling voicemail messages that prompt callbacks. 

The goal is to make that brief recording interesting enough to capture the prospect's curiosity.

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3. Lack of Humanization In Conversations Among Sales Reps

These days, companies hand over an AI generated script, or something that’s been scripted to their SDRs. 

While scripts are good and an effective way of remaining on topic in a given timespan that’s allocated by the company on a time-to-spend on per call basis, you should realize that there are humans on the other end of the call. 

Starting off with an A.I. script quickly, and filling the customer in on your intro and why you’re calling is not a very effective way.

Research proves that humanizing your conversations at the on-set of the first few minutes is super-effective for how to talk to customers on the phone. At least, it’s one of the examples out of many out there.

They hear you when you smile and say, “Hey how’re you doing,” or “How’s your day going along so far.”

This lack of preparedness can result in missed opportunities and lower conversion rates.

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4. The Digital Distraction

Sales reps are also up against an increasingly distracted audience. 

With the constant barrage of emails, messages, and notifications, capturing and maintaining a prospect's attention is more challenging than ever. It requires a sharp focus on delivering value and immediacy in the conversation.

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5. Adapting to Technological Changes

The dynamic nature of technology means that sales professionals must continuously update their skills and tactics.

These days we have plenty of tools that are interpreted as Power Dialers, or Auto Dialers. On top of that, these programs have an A.I. technology overlay, insinuating that most of your calls and the way you talk, either via a script, or normal day-to-day conversations, are enhanced by artificial intelligence.

While AI tools can significantly enhance sales efforts, they also require a certain level of digital literacy, which can be a barrier for some reps. Keeping pace with these technological advancements is crucial for staying relevant and effective.

Recognizing and understanding these challenges is the first step in navigating them successfully. 

Here’s a quick tip on how to talk to customers on the phone examples:

• When you are communicating with someone through Trellus.ai, the conversation is highlighted at key points through the program’s A.I. cold calling assistant. 
• Trellus also trains itself on your usual conversation flow, and how you can perform better on your next call, the point, or the ‘pending area’ of the conversation where a sales rep ended the call with a prospect.

These key highlights are necessary to ensure that the next time there’s a call happening between the client and the SDR, the same old mistakes can be avoided, and the overall communication flow is better than before.

How to Engage Customers on Call: The Art of Preparing for a Sales Conversation

Preparing for a sales conversation is crucial in transforming cold leads into warm prospects. 

Sales professionals often face numerous challenges, but strategic preparation can pave the way to successful interactions.

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1. Researching Your Prospect and Their Industry

Start by gathering information about the company, its challenges, and its achievements. Get familiar with the industry-specific trends and common pain points. This will enable you to tailor your conversation, making it relevant and engaging.

• Explore the company’s website for up-to-date information and press releases.
• Use LinkedIn to review the prospect’s professional background and interests.
• Read industry news and reports to understand market trends and emerging challenges.

The more you know about your prospect, the better equipped you are to speak their language, addressing their specific needs and demonstrating your genuine interest.

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2. Developing a Customer-Benefiting Plan

Once you’ve gathered insights, translate that knowledge into a customer-benefiting plan. This plan should outline how your product or service can solve the prospect’s problems and add value to their business. Provide specific examples and case studies that show tangible benefits.

1. Identify Pain Points: Pinpoint the challenges the prospect faces within their industry.
2. Propose Solutions: Present your offering as a solution to these challenges.
3. Demonstrate Value: Use case studies and testimonials to illustrate how similar clients have benefitted.

A customer-benefiting plan not only showcases your expertise but also positions you as a problem-solver rather than just another salesperson.

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3. Crafting Compelling Opening Statements

The first few moments of any conversation set the tone. 

Crafting a compelling opening statement is essential to grabbing your prospect’s attention and establishing rapport.

• Personalize Your Intro: Mention something specific about their company or their role to show you’ve done your homework.
• Highlight a Common Challenge: Briefly discuss a common industry challenge and hint how you can help.
• Pose an Intriguing Question: Ask a question that piques curiosity and invites the prospect to share their thoughts.

For instance, an opening statement could be, “Hi [Prospect Name], I was impressed by your recent product launch and noticed how it’s transforming [Industry]. Many leaders in your space face [Challenge], and I’m curious to hear how you’re tackling it.”

Effective preparation sets a strong foundation for any sales conversation. Armed with this knowledge, you're more equipped to engage your prospect meaningfully and navigate the complexities of modern sales communication.

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4. Using Trellus to Guage Customers & Improve Overall Communication Flow

Trellus is an A.I. enhanced co-pilot that can tremendously affect the way cold calls are made in real time.

The program works as a simple Google Chrome extension that integrates and works on top of your existing HubSpot, Salesloft, Apollo or Outreach account. As a result, sales reps can pick off on where they left the conversation without making any major changes.

Meanwhile, Trellus conditions its A.I. model’s behavior, suggesting different areas for improvements, tips and by highlighting any possible weaknesses in real-time during a call. That way, it’s an invaluable asset for companies that are looking to train their SDRs on a call-to-call basis. 

After all, we’re dealing with prospects and individuals that eventually report back to their line managers, resulting in whether your call is converted or not.

The tool makes ‘SDRing’ so much more effective!

How to Make Conversation Interesting: Proven Techniques for Beginner Level Sales Reps

Sales conversations can make or break a deal. 

When engaging with prospects, your goal is to not just present information but to captivate and persuade them. Here are some powerful techniques to make your sales conversations more interesting and effective.‍

Using Storytelling to Engage Prospects

Storytelling isn't just for books and movies; it's a potent tool in sales. Stories can evoke emotions, create connections, and make your product or service memorable.

• Personal Stories: Share experiences from your career to show you understand the prospect's challenges. For example, describe how you helped a client facing a similar issue.
• Case Studies: Showcase success stories of other clients who benefited from your offerings. Highlight the problems they faced and the solutions you provided.
• Anecdotes: Use short, compelling anecdotes to illustrate points and keep the conversation light yet relevant.

Remember, a well-told story can make complex information digestible and engaging.

‍Asking Thought-Provoking Questions

Questions are a gateway to understanding your prospect's needs and piquing their interest. Thought-provoking questions can spark deeper conversations.

• Open-Ended Questions: Avoid yes or no questions. Instead, ask questions that require more detailed responses. For example, "What challenges are you currently facing in your business?"
• Insightful Probes: Questions like, "How do you envision overcoming these challenges?" can make prospects think critically about their situation and see the value in your solution.
• Hypotheticals: Pose hypothetical situations to help prospects visualize the benefits of your product or service. For instance, "What if you could achieve a 30% increase in productivity with our tool?"

These questions not only gather valuable information but also demonstrate your interest in their success.‍

Using Active Listening Skills To Push The Envelope

Next up on our how to make conversation interesting tips, we’ve got the art of listening on the list.

To think of it, everyone’s been blessed with two ears and one mouth. That’s a very basic way of emphasizing the fact that human beings are meant to listen more than talking. In fact, active listening, and personalizing your responses is more effective than just going off via a script.

Give your customers time to talk, and wait for their response. This skill can significantly enhance the quality of your conversations.

• Paraphrasing: Repeat back what the prospect says in your own words to show you’re attentive. For example, "So, if I understand correctly, you're concerned about the integration process?"
• Non-Verbal Cues: Nodding, maintaining eye contact, and other body language cues show engagement and interest.
• Empathy Statements: Acknowledge the prospect’s feelings and concerns. Statements like, "I can see how that would be frustrating," can build rapport and trust.

So next time you pick up the phone or set up a meeting, remember to tell stories, ask the right questions, and listen actively. These strategies will not only capture your prospect's attention but also pave the way for successful sales outcomes.‍

Overcoming Common Roadblocks in Sales Conversations

Navigating the complexities of sales conversations requires skill and precision. 

Possibly, the biggest challenge is to keep the dialogue constructive and fluid while addressing objections and overcoming hesitancies. 

This part of the post focuses more on how to tackle some of the common roadblocks that SDRs usually run into.

‍Handling Objections with Confidence

Objections are inevitable in sales conversations. However, how you handle them can differentiate you from the competition. Here are some techniques to manage objections with poise:

1. Anticipate Objections: Admit it! Objections are inevitable, and they’re going to be there one way or another. Before hopping on a call, list potential objections and rehearse your responses.
2. Listen Actively: When a prospect raises an objection, listen carefully, and repeat back what you’ve heard. This shows empathy and makes the prospect feel understood.
3. Provide Evidence: Use case studies, testimonials, or data to support your arguments. 

Tangible proof can alleviate concerns more effectively than promises. However, most of the stuff depends on the time you have to make that conversation. Many sales reps are in a time crunch, and so are their customers. So, if you anticipate that point in conversation where you need to make a second call, book an appointment with the prospect. Do your homework and see how things go the next time.

4. Stay Calm: Maintain a calm demeanor, even if the objection feels like a personal attack. Emotional reactions can erode trust and derail the conversation.

‍Navigating Through Awkward Silences

Silences are a natural part of any conversation, but they can feel especially uncomfortable in sales. Here’s how to handle them without losing momentum:

1. Embrace the Pause: Sometimes, prospects need a moment to think. Instead of rushing to fill the silence, give them space. This can show confidence in your pitch and respect for their contemplation.
2. Ask Open-Ended Questions: Break the silence with questions that require thoughtful responses. For example, “What are your thoughts on the benefits we’ve discussed so far?”
3. Summarize and Transition: If a silence becomes too prolonged, succinctly summarize the conversation’s key points and smoothly transition to the next topic.‍

Learn How to Address Your Prospects’ Skepticism

Skepticism is a natural part of the decision-making process. Address it effectively to build trust and move the conversation forward:

1. Acknowledge Concerns: Recognize the prospect's concerns without being dismissive. Saying, “I understand why you might feel this way,” can validate their perspective.
2. Share Success Stories: Relate your product or service to the prospect's pain points through real-world success stories. This is where storytelling can shine.
3. Offer Demonstrations or Trials: Sometimes, words aren’t enough. Providing a direct experience with your product can help alleviate doubts.

To add an edge to your efforts, the next section will explore how to leverage AI tools like Trellus.ai for enhanced sales conversations.

Leveraging AI for Enhanced Sales Conversations - Navigate Your Cold Calls Like a Pro with Trellus.Ai

Trellus.ai is a cutting-edge AI tool designed to streamline and enhance sales conversations. 

The tool is super-lightweight, as all you need is the official Trellus Chrome extension in your browser and integrate it with your Hubspot, Salesloft, or any other similar account.

The integration allows users to access a myriad of features without altering their existing workflows.

‍Key Features

• A.I. Coaching: Get real time coaching based on Trellus’s advanced A.I. model that learns and adapts to prospects and sales reps’ conversation and behavioral flow.
• Auto Dialer: Make your sales calls more agile by easily dialing and connecting with prospects, making them suitable for high-volume conversions
• Instant Connect on Call Pickups: Get an astounding 0% delay rate whenever prospects pick up calls.
• High Affordability: Compared to traditional power and parallel dialers, Trellus offers a combination of super-affordable pricing plans, allowing startups, and small to medium scale businesses to easily sign-up without breaking the bank!
• Single Platform: Stay in your current platform, if it’s Hubspot, Salesloft, Apollo and vice versa and enjoy dialing for longer without breaking a sweat.

Best Practices for Follow-up and Relationship Building

Effective communication doesn't end at the initial conversation. The follow-up and relationship-building phases are equally vital in sales.

This chapter delves into the best practices for creating an effective follow-up strategy, nurturing leads through personalized communication, and building long-term relationships with prospects.

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1. Developing an Effective Follow-Up Strategy

A strategic follow-up is crucial to keep the momentum going after the first interaction. Here’s how to create an effective follow-up plan:

• Timely follow-ups: Timing is everything. Immediately after the initial call or meeting, send a thank-you email. Schedule subsequent follow-ups based on the next steps discussed.
• Personalization: Tailor your follow-up messages to address specifics discussed during your call. Mention key points that resonated with the prospect to show that you were listening and understood their needs.
• Action-oriented: Each follow-up should have a clear purpose, whether it’s sharing additional information, scheduling a meeting, or sending a proposal. Always end with a call to action to keep the conversation moving forward.

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2. Nurturing Leads through Personalized Communication

Building a relationship with a prospect requires ongoing, personalized communication. Here’s how you can effectively nurture your leads:

• Segmentation: Divide your prospects into segments based on industry, needs, or where they are in the sales funnel. This helps in tailoring your approach for each group.
• Value-driven content: Regularly share content that provides value to your prospects. This can include industry insights, case studies, or how-to guides relevant to their needs.
• Automated yet personal: Utilize CRM tools to automate follow-up sequences while ensuring each message feels personal. Include the prospect's name, mention their company, and reference previous interactions to create a personalized touch.

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3. Building Long-Term Relationships with Prospects

The ultimate goal is to transition from being a vendor to becoming a trusted partner. This involves maintaining a relationship even after a sale is made. Here are some strategies:

1. Consistent communication: Stay in touch with your clients through regular check-ins, newsletters, or invitations to industry events.
2. Feedback loops: Ask for feedback after each interaction and act on it. This shows that you value their opinion and are committed to improving your services.
3. Customer support: Provide exceptional post-sales support. A satisfied customer is more likely to become a repeat buyer and refer you to others.

Seamless follow-ups, personalized communication, and maintaining relationships are fundamental to successful sales interactions. They not only help in closing deals but also build a loyal customer base that trusts and values your partnership.

Key Performance Indicators for Sales Conversations

To truly excel in sales conversations, it's crucial to track the right key performance indicators (KPIs). These metrics give you a clear picture of what’s working and what needs improvement. Some essential KPIs for sales conversations include:

1. Call Connect Rate: Measures the percentage of calls that reach a decision-maker.
2. Conversation Rate: Indicates the number of conversations that result in a follow-up meeting or next steps.
3. Conversion Rate: The proportion of conversations that turn into actual sales.
4. Average Call Duration: Helps assess whether conversations are engaging enough to hold a prospect’s attention.
5. Objection Handling Score: Evaluates your ability to effectively address prospect objections.

Tracking these KPIs helps sales teams pinpoint strengths and areas for improvement.

Continuous Learning and Adaptation in Sales Communication Is a Big Deal| Here’s Why

Continuous improvement is key in the ever-evolving world of sales. The best sales professionals are those who never stop learning and adapting. Here are a few strategies to ensure continual growth:

• Regular Training Sessions: Participate in workshops and webinars to stay updated on industry trends and best practices.
• Role-Playing Exercises: Regular practice through role-playing can help reps refine their pitch and objection-handling skills.
• Peer Feedback: Encourage team members to share insights and provide constructive feedback to each other.
• Self-Reflection: After each call, take a moment to reflect on what went well and what could be improved.

If you were to incorporate these strategies to some extent, your company’s sales professionals can ensure they’re always on the cutting edge, ready to adapt to any changes in the market or industry.

As these methods become ingrained in your routine, you'll find that not only do your conversations improve, but so does your overall success rate. This constant cycle of measurement, analysis, and adaptation is the bedrock of mastering sales conversations in today's digital age.

Keeping this proactive approach will, over time, create a robust framework for continuous growth and adaptation, ensuring long-term success.

How to Have Interesting Conversations: What’s Your Take?

In essence, mastering the art of sales conversations in the digital age involves a combination of time-tested techniques and modern technological tools. 

To that effect, we have already highlighted different tips, KPIs, and tricks, alongside multiple things associated with how to talk to customers on the phone examples, how to engage customers on call without letting the call run dry, and vice versa.

The most important question is: if you are a sales rep or someone who manages a team of cold callers, what’s your take on how to make a conversation not dry, and make it sound like a robotic script?

We’d love to hear from you on this. Feel free to write to us, or leave your thoughts in the comments section below.