The CRAP Report

I read an article this week and watched a webcast that had opposing viewpoints on an issue that teleprospectors must deal with on a daily basis.  It got me thinking, “maybe I can use these two views as a springboard for something new on The CRAP Report.”  After talking it through with a trusted advisor, I think I’m going to go for it.  So, here we go, The CRAP Report’s first (of hopefully many) Point – Counterpoint edition:

Steve Richard, Co-Founder and Managing Director of Vorsight, wrote an article for MANAGEsmarter, entitled Cold Calling Lives.  He offers some great tips on making more effective cold calls.  Steve’s second cold calling tip, “Lead into the conversation like a pro,” makes the point that you (teleprospectors, telesales, sales folks) should separate yourself from every other person calling your prospect by asking, “Do you have a quick sec?”  Steve goes on to say that the purpose for asking the question shows that the caller respects the prospect’s time.  He also mentions using the person’s title (that you’ve attained through research) shows the prospect you’ve done a little homework.  I agree with the latter point, no doubt.  The former?  That’s where I’m torn!  Let me flesh this out a little more for you.

Nicole Puddester and Jaime Miller, two of AG Salesworks’ Implementation Managers, were featured in a webcast this week, entitled Perspectives in Teleprospecting: A Qualification Strategy.  Nicole and Jaime bring up that one of the things they debate about during teleprospecting training is whether or not to ask a prospect if they’ve been caught at a good time.  Jaime said that she’s wary about asking that question as it is an opportunity for someone to get off the phone fast, and Nicole’s response is black and white – the prospect picked up the phone, and in doing so, is making the statement that they’re ready to talk.  She goes on to say that a BDR should let the prospect tell them if it’s a bad time rather than offer the opportunity at the onset of the call.

So what do we make of this?

Steve makes a fantastic point.  Prospects receive sales calls all the time, and asking “Do you have a quick sec?” certainly sets you apart from most.  By doing so, you’re showing your prospect that you respect their time and understand its value.  I think most people really appreciate that.  It stands to reason that you’re going to have better conversations with folks who think they’re respected.  Conversely, both Jaime and Nicole make great points, too.  If you’ve ever made a teleprospecting call, you know that you don’t have a lot of time with someone once they do pick up the phone.  Asking a prospect if you’ve caught them at a bad time, or if they have a quick second to talk opens up a door for them to get off the phone quicker.  Why would we ever want to GIVE someone a chance to get off the phone?!  Additionally, if they didn’t want to speak, it’s certainly completely plausible that they wouldn’t have picked up the phone to begin with.

I can understand both sides of the argument, I really can.  For years I’ve told BDR’s to always ask a prospect if they’ve been caught at a bad time because of the respect it shows.  However, if I had to make a choice for one side or the other for the rest of my life, I guess I’d have to say not to ask the question because it does allow the prospect to be let off the hook easily.  Getting someone to actually pick up their phone is completely out of a BDR’s hands – that is something completely out of their control, and because of that, I can’t tell them to give that prospect an out as soon as they pick up that phone.  I get where Steve is coming from, though (I’m with you in spirit, Steve, I really am!), but I just can’t advocate for that practice any longer.

What about you?  What do you tell your BDR’s to do once a prospect picks up the phone?