Sales Reps
4 Quick and Effective Sales Voicemail Scripts
Are you thinking, “Should I leave a voicemail? Nobody ever calls back! Am I doing something wrong? Why aren’t people calling me back? Can I leave a better voicemail?”
Don’t worry, you’re not alone… and you aren’t wrong.
A good 90% of our outbound calls end in voicemails and less than 3% are actually returned. Oh boy, math time. That means up to 225 voicemails left every week if I’m making 50 calls a day. And only 7-8 potential clients calling me back. More bad news: That’s because your voicemails are probably bad (sorry).
Frankly, most voicemails aren’t great. In fact, voicemails are the one time I advocate for a script. Actually, 4 scripts. After 15 years of teaching phone sales, we’ve found 4 voicemails that consistently get more calls back. We’re talking, double to triple more. Ready for the math? That means 14-23 calls back in a week instead of 8. Dude, 14 more conversations every week! That’s like getting a bonus day of selling time every week, for only the cost of changing up a voicemail. Yup, it’s literally that easy.
WATCH: How To Leave A Sales Voicemail That Gets Returned
You want to know the four types now, don’t you? You’re in luck. They’re all below with voicemail scripts.
Awesome Voicemail Script #1 – Value
Honestly, most voicemails are either all about the sales rep, why THEY are calling, and what THEY want. Or, they are vaguely veiled sales pitches. If you want to stand out, focus all of your attention on the customer instead. We call that So, What’s In It for Them or SWIIFT℠. Each potential customer wants to know if a call back is worth their time, so answer their unasked question immediately by pushing the value. Warning: if you push too hard, these can run the risk of sounding like a sales pitch. So, we find they work best for existing accounts or existing relationships. To use them with a new account, we suggest using it in combo with some mystery. Did you say mystery?
Value Voicemail Script:
Ted!? LB at Factor 8. (480) 555-2424. I’ve got three things that will save you time this quarter. Call me back for a five-minute run down. I’m at (480) 555-2424. Thanks!
Awesome Voicemail Script #2 – Mystery
Folks, FOMO is real. So let’s use it. Just a little mystery can have your potential clients saying to themselves, “Do I know them?”, “Why did they call me?” When you leave them wanting to know more it can translate into real-life callbacks. It may take guts, but when you use this strategy with the right customers, it will pay off!
Mystery Voicemail Script:
Ted!? It’s Lauren at (480) 555-2424. Call me back. Again, I’m at (480) 555-2424.
Awesome Voicemail Script #3 – Levers
A lever is information that proves your credibility, convinces them this isn’t a cold call, AND that you know your stuff! A lever can be account information, history, company knowledge, or a person – from either your company or theirs. The BEST lever is their boss.
Lever Voicemail Script #1: the Boss Lever
Hi Ted. Lauren with Factor 8. I’ve been talking with your boss, Amy, and she asked me to call you so I promised her that I would. Please reach me at (480) 555-2424. Again, Lauren with Factor 8 at (480) 555-2424. Thanks!
See the subtle implication that his boss wants him to talk to me? This voicemail script works if I call Amy and she says, “I don’t handle that, that’s Ted.” I say, “OK, I’ll call Ted,” and then we’re off to the races. I know, this is a special scenario, but use it as often as you can. For a regular lever, try something like:
Lever Voicemail Script #2: the Standard Lever
Hey Ted, LB here over at Factor 8. I’ve been working with your CXS team there for a few years. Will you please call me back? I’m at (480) 555-2424. Again, Lauren with Factor 8 at (480) 555-2424. Thanks!
Awesome Voicemail Script #4 – Urgency
If you’ve ever told someone that you’ll send an email anyway or that you’d call them back anyway, you’ve crushed the urgency in the situation. Reverse it instead! Ratchet up the intensity by adding a timeline and some energy (and even a little mystery). Try to get them to call back immediately after listening!
Urgency Voicemail Script:
Hey Ted. Lauren calling with Factor 8. I’m trying like crazy to reach you by end of day. Please call me at (480) 555-2424. Again, Lauren trying to get to you urgently. Call me back quickly please at (480) 555-2424.
Of course, we love the good combination message. Bringing a few different voicemail scripts together can create some real voicemail magic!
Combination Voicemail Script:
Ted? Lauren with Factor 8. Sue gave me your name. We need to talk today about your account so I can help save you some money. Please return my call at (480) 555-2424. That’s (480) 555-2424. Talk soon.
This script has urgency, mystery, a lever, AND value! (And you can still say it in under 10 seconds.) Now, that’s a powerful voicemail. I’d call back… wouldn’t you? I hope you found one that speaks to you – so more of your prospects will too.
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4 Steps to Asking Better Sales Discovery Call Questions
Prospecting discovery is drastically different from pipeline discovery. If you’re selling something new and you’re leading with the standard exploratory questions that everyone else already Googled, you’re probably not getting through #5 on your list of top ten questions. Stop getting shut down on your BDR, SDR, AE, ISR, Acquisition (really, any new prospect) calls!
The key is to stop focusing on the benefits of your solution and start thinking about what motivates human beings. Because nobody likes change for change’s sake. We NEED motivation!
READ: 5 Questions You Should Never Ask on a Sales Discovery Call
If my cell phone provider called me right now with a better plan or phone that cost nothing more, I wouldn’t change. Why? Because changing phones or plans is a thorn in my side. Changing your grocery store sucks, new apps frustrate me, even changing lanes is a hassle. How often do you change the route you drive for fun? Bought Toyota for decades? On your third Labradoodle? Human beings resist change. It’s a fact.
Just because you have something awesome, it doesn’t mean I’ll lift a finger to get it. That includes listening to you, learning more, attending a demo, or giving you five more minutes.
So what will motivate someone not expecting your call to consider giving you their most precious resource (time) to learn about something they haven’t thought once about in the past month?
PAIN motivates change.
Only, not the pain everyone else is talking about. Discomfort or dissatisfaction is just one of four ways to get the meeting. And it isn’t the most successful. Let’s dig in.
- Problem: they have a challenge you can solve (normal pain)
- Avoiding disaster: there’s a challenge coming and you can prevent it (top motivator)
- Improve life: Your solution makes their life easier, better, or gives that appearance
- Newness: It’s all about the FOMO with these folks
Let’s take a look at each for a moment. Join me in thinking about PAIN in a whole new way!
Problem: We all have business challenges and goals, but we don’t start actively looking for solutions until it really hurts or someone has given us a deadline. Sure, I could save on electricity costs with an AC tune-up, but it doesn’t HURT until the unit is broken, I get an outrageous bill, or my spouse tells me to get it fixed or sleep outside. So, the seller’s job when it comes to a problem is to:
- Make it hurt more
- Sell the relief
- Push a deadline
- Show pending disaster (check out A: Avoiding disaster)
We do this with smart discovery questions about costs, timelines, potential disasters, and a better life on the other side. Find the root and push on it a bit. For example, if I spend $200 / month on electricity and a new unit could save me 10%, I’m not terribly motivated by a mythical $20. But if you find out my highest bill, and make it an annual number, I am wasting over $600 a year! Maybe I’d love to not worry about cranking it down a few extra degrees this summer and not spending a dime more. What if my unit is already twelve years old and the average only lasts ten? What happens to my pets, my kids, my candles, and my marriage when we spend a week without AC in July? Find the right path and venture down it one question at a time.
Avoiding Disaster: Penalties, losses, or threats are widely cited as human beings’ biggest motivator. (Really, the threat of losing $1000 beats the chance of winning $1000 every time). So how can we do that in sales? Our questions uncover the plan for the future and help prospects see the very real threat of loss. Most units go out in July and August, what’s the high temp in my area? Have I had any experience with this in the past? Maybe a horror story or two? Any kids or pets to worry about? Surely a fifteen-minute appointment or other low-cost tune-up is worth avoiding the serious health threats and expense of a unit that quits during the Memorial Day BBQ…
Improve Life: This is my #1 winner. I’m a working mom desperate to save some time or make things easier. Maybe you can help me make more money? Help me look good to my boss? Enjoy my commute? Love coming to work? Sell it, sister, how do you make me happier? If you’re a student of Factor 8’s SWIIFT℠, nearly all the business values play here. Smart sellers ask questions about the current state, what I like, what I don’t, and how it could be better. They paint pictures of the future utopia and help me see an immediate and big benefit in exchange for a short meeting.
Newness: These seekers are easy. They just can’t help but kick some tires on new technology. I think they’re looking for what’s newer while standing in line at the Apple store. So use your questions to find out if they’re a bleeding edger or late adopter and dangle some newness. It’s as easy as, “Have you seen the new ______?” You’ll know when they jump on the line.
READ: How Pipeline and Prospect Discovery Questions Are Different
Remember, the goal of a prospect call is to find one raised corner on an otherwise smooth surface. Just enough of an edge that you can use questions to pry up the corner a little and get the meeting. If you’re leading with your product benefits, you’re banking to close only the people literally searching for your product right now. Every few hundred calls and you’ll get one. Quadruple your chances by also looking for the rest of the PAIN with the folks avoiding disaster, seeking improvement, or loving newness.
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3 Quick and Easy Tips to Craft a Powerful Sales Pitch
IMPORTANT: Your Value Prop (aka Sales Pitch) and your Intro are very different things. If you’re using them together, take a stroll over to my post about the SWIIFT℠ Intro. You’re welcome. 😉
Now, let’s talk about value propositions. Also called your elevator speech (when’s the last time you pitched in an elevator, am I right?), a hook, or a SWIIFT℠ Pitch (if you’re a friend of Factor 8).
It’s the answer to, “Who are you with again?” or “What do you do?”
Most of us grabbed this from our marketing departments. This guarantees our response is about 10 seconds too long and contains at least three five-dollar words.
I’m not sure exactly where this works, but it sure as hell isn’t virtual sales. I mean, even on websites, how often are you half a page in and saying, “Um, WHAT?!”
If you drive a truck, you’re not the ‘Head of Mobile Logistics’. Just say you drive a freaking truck! How totally refreshing, right!?
Here are a few general rules for a great sales pitch:
- Make it focused on what you do for other people (So What’s In It For Them? = SWIIFT℠). Because, ”I help people sell their goods online” sounds SO much better than, “I sell services so that I can make more commission.”
TIP: Try starting with, “We help people” or “We help companies”
- If your Grandma wouldn’t understand it, simplify it. Acronyms, jargon, and five-dollar marketing words need to be ditched. Remember, you’re trying to get people to talk to you, not to smile, nod, and vacate. This isn’t about you feeling important, it’s about them feeling comfortable, get it?
- If you wouldn’t say it after three drinks at your High School reunion, revise it. Again, if your marketing department wrote your sales pitch, you’re in danger here. Imagine bumping into your old locker mate and them asking, “What are you up to these days?” Sure, you want to feel successful, but they aren’t a potential customer. Just be real, okay?
Finally, pitch until they ask. If your value prop feels like your last name in your delivery, it’s like forcing your business card into strangers’ hands on the subway. The best time to deliver the pitch is when someone says, “Wait, I’m sorry, who is this again?” NOW they’re listening! Lay it on them and then ask a question!
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How to Close More Deals
Don’t like closing? You’re not alone. If you feel like you’re being too pushy when you close, here’s a whole new way to think about it. In fact, two. Listen, most of us hate being closed, and most of us avoid closing as sellers. It’s a highly-requested sales skill training at Factor 8 and an often-lamented gap we hear from sales leaders. They’re not wrong.
The Sales Board reported recently that 64% of sellers don’t close. Surprised? I’m not. Closing feels pushy. As much as the general public distrusts salespeople, an equal amount of salespeople hate being perceived as annoying or pushy. Closing is the precise skill we don’t want to be known for.
Yet only 10% of customers will close themselves if not asked (Impact Business Partners). Wow, right? So it’s a critical skill. It’s an avoided skill. Enter a closing mindset shift.
Closing is helping.
Think of your last personal purchase. Were you excited? Happy you splurged? I bought myself a candle that smells like rain in the Arizona desert (yeah, I live in the Arizona desert, but it doesn’t always rain). It’s my favorite smell. I was so happy unpacking it from the Etsy box. I’ve wanted this candle for about 10 years. Just. Bought. It. Had I been closed in a store, I’d have been happier for 10 years. I never really got into information search mode in the buyer’s journey. Take a look:
Most buyers are looking to buy.
That bears repeating (go ahead and re-read, I can’t be bothered to type it twice). Seriously! 🙂 When we ask if they want to buy today, we’re helping them switch mental gears from stage one or two of the buyer’s journey into stage three. SHIFT. When they need something or really want something or could be better off for having something.
Shifting the customer’s position is a service.
Explained another way, it cues the buyer into the situation and the opportunity to purchase. The cloudy-headed buyer is thinking of the issue, of lots of alternatives, of doing nothing, what they did last time, and what’s for dinner all at once. Now they’re being asked if they want to buy this, and, Snap! Turns out that question forces his brain into decision mode. YES. I’m ready. No, maybe not. Maybe, I’m not sure, but I am going to think more seriously about it now…
This feels a lot like a restaurant, right? I’m reading lots and lots of yummy things. I’m talking to my family. I’m nagging my boys to stop teasing each other and sit on their butts.
Waiter: “Are you ready to order?”
Me: “No.” OK, I’ll get serious now.
(Five minutes later he’s back.)
Waiter: “Do you need more time?”
Me: “No. Almost there, let me just ask you this one question now that you’re here and I’ll make up my mind now…”
Am I annoyed by him? No! I’m grateful he’s asking me because I can’t remember the last time I ate.
Ordering at Starbucks… Do you go up to the counter and immediately give your order or do you wait to be asked?
You’re getting it. Closing is giving the customer the opportunity to purchase. Lucky them.
Mindset shift two: Closing wouldn’t be so darn scary if we did it all the time. We call it “Getting Deals Moving” at Factor 8 and it’s a Sales Bar favorite. It’s all about getting a customer to say “yes” before the call is over. This increases mindshare and keeps your deals moving faster than when we let them fade away, go dark, and we start over trying to connect again.
Gong did some really cool research recently (as usual) and shared that deals that close the fastest spend 1.53x more time talking about the next steps on the first call than other deals did. In fact, close rates decline 71% when the next steps are not covered on the first call.
So closing the first call is more important than closing on the last. Assuming the next steps as a closing technique is super smart! And yup, closing is a process, not an event.
If we would get in the habit of asking more trial closes, tie-downs, and commitment-gaining questions on each call, more deals would close and close faster. We’d also build muscle memory so it wouldn’t be so darn scary asking for the final order. Know where your prospect is all during the cycle so you’re not surprised at the end you have a tire-kicker, folks.
CSO Insights supports this with a stat of 26% of deals not closing because we’re not aligned with the buyer’s needs before we try to close. That’s a pretty big loss reason. Whoops.
Closing throughout means asking more questions and aligning. In fact, you’re doing customers a disservice if you’re moving too fast or too slow. Back to the restaurant… Ever been annoyed by the chatty waitress who you wish would just put in your order?!
Figure out what you can close each call and start immediately.
Not sure about your go-to close? What kinds of commitments to close for? Join our award-winning online training platform, The Sales Bar! We cover lots of the data above + some great go-to closes in our course, “Closing Confidently”. “Proposing with Value” shows how we present solutions, align with our customer value, and then close. It’s probably time for a brush-up. We’ll serve it up with a mindset shift, some live collaboration, and lots of fun at The Sales Bar. See you there!
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Fix Your Sales Pitch! 5 Easy Ways to Get More Leads [Webinar Recording]
Fix Your Sales Pitch! 5 Easy Ways to Get More Leads
[Video Recording]
Sales Outreach: How to Incorporate Emails and Phone Calls Into Your Sequences
You’ve heard of sequences, right? They are an integral part of your sales outreach and a magical combination of touchpoints to your prospects that, if all goes well, will result in a REALLY good sales call. Recently, the AMAZING Brooke Bachesta of Outreach, aka the gurus of outreach and sequences, and I got together to talk about how to build the perfect sequence! Brooke (who also happens to be a #GirlsClub Gen 1 graduate) is a wealth of knowledge and we were so lucky to grab a little time with her. Okay, it’s time to get into the good stuff!
Let’s start with the basics…
What is a sequence?
A sequence is a repeatable set of steps used to connect with potential customers. These could be a manual list of emails that you send or reminders you set for yourself to connect on LinkedIn (Tip: it’s a heck of a lot easier if you use software like Outreach or additional tools that allow you to automate nearly everything!) Think of it as you setting your future self up for success.
When do we use sequences?
The idea behind a sequence is to connect with people who are not totally familiar with you or your company. So, you can (and should) be using a sequence in any of these situations:
- Top of funnel
- Prioritized prospecting
- Refining your ‘hit list’
- Cold Leads
- Warm Leads
- Account penetration
- Account revitalization
- Anyone else you’re not talking to on the regular
What is in a sequence?
The most successful sequences include a multi-channel campaign. When we say multi-channel, we mean a combination of email, phone calls, LinkedIn, direct mail, etc. Essentially, you want to use every available form of communication to try and find the one that will get you some virtual or live face time with your prospect.
What makes a GREAT sequence?
All of the following:
- A multi-channel campaign
- Phone, Email, LinkedIn, Text, Direct Mail, Carrier Pigeon (just kidding!), etc.
- About 2 weeks of effort before changing strategies
- 15+ touchpoints per contact
- 3 days or less between touchpoints
We get it, 15+ touchpoints in 2 weeks sounds like a lot, but we promise there is research to back us up. Skip Miller released a really great book called Outbounding. One of the things he found was that if you wait for more than 3 days between touchpoints the prospect is going to forget who you are. Think of it this way, even if your prospects are not responding to you, shortening the time between your reachouts helps them to at least have familiarity with your name. While they might not pick up on the first call, they may answer on the 5th call. With this under 3 3-day window, they are more likely to, at the very least, recognize your name and be more inclined to talk.
How can I write a really great sales email?
Spoiler alert! People don’t really care who you are or what you sell. So, we have to bring them in and smoothly transition right to the point. Great emails typically hit all of the following marks:
- 4-5 word subject line
- Creative & relevant content
- 150(ish) words total. We want it to be short enough to read on your phone
- Use the SWIIFT℠ Method (So What’s In It For Them) – learn more about SWIIFT℠ HERE
- Cleanly and uniformly formatted
- Stick to a structure:
- Make it personalized to them, their company, their industry
- Highlight the areas for potential pain
- Seamlessly transition to how you can help
- Provide relevant social proof
- Include a call to action
READ: How to Write Better Sales Emails: 12 Actionable Tips
How about voicemails, should you leave one?
YES! I beg you, please, leave voicemails EVERY. SINGLE. TIME. We’ve already mentioned that there are 15 touches in a good sequence. About half of those touches should be voicemails. You are already putting in the time, doing the research, and making the calls… but if you are not leaving a voicemail, then it’s like that phone call never happened.
Hot Tip: before picking up that phone for your first call of the day, make sure your voice is warmed up. Whether that first call results in a living, breathing human on the other end or a voicemail, if your voice cracks it’s not a good look (err, sound).
DOWNLOAD: 4 Voicemail Script Samples
What makes a great voicemail?
Here are some tips for leaving a great voicemail:
- Make it 10 seconds or less
- Put some personality in your message and don’t read directly from a script. Pretend you’re talking to your best friend
- Be clear in your messaging
In a great sequence, there will be about 7 phone calls. For most contacts that could equate to as many as 7 voicemails. So, switch up the message styles. My 4 favorite types of voicemails are:
- Urgency
- Mystery
- Value
- Lever
Insider Tip: in your sequence notes, keep track of the type of voicemail you leave. This will help you know what to say when they call you back and can help you find patterns in the styles of voicemail that are most successful for you. You can read more about my 4 favorite voicemails HERE.
Here are two examples of great sequences from our friends at Outreach:
What’s the difference between these two?
If you read through, you would think these two sequences are exactly the same. And they almost are, with one BIG difference: the 1st email. The “manual” sequence includes a templated email (that may have a tiny bit of personalization). While the “personalized” sequence, on the other hand, includes a truly personalized email, like one written from scratch.
When do you use each type?
You will likely find yourself using the manual sequence for the majority of your top-of-funnel, prioritized prospecting, when refining your ‘hit list’, and cold leads. The return rate on automated emails is roughly 1%. So, we don’t want to spend too much time writing a truly personalized email for an unqualified account.
Now, when we’re talking about account penetration and account revitalization, we would recommend a personalized sequence instead. For these types of prospects, you will likely have solid background information or have had prior contact with the recipient. Warm leads will likely fall under this category as well, especially if you have spent time speaking with them at say a conference or networking event.
*Gasp* your sequence worked and they answered the phone! Now what?
Before starting your call series you should craft a couple of standard (but still great) intros for when your prospect actually answers. The key is to remember not to sell in the intro, instead focus on helping. The goal of your intro is to get your foot in the door and to get your prospect talking. Selling comes later.
Here’s what a great standard intro is going to include:
- It should be short and focused on what’s in it for them (think SWIIFT℠)
- Includes the goal of the call
- Should end with a question
- The entire goal of your intro is to GET THEM TALKING
The questions you ask in your intro should be short and shouldn’t require too much thinking. We want to aim for yes or no questions, or questions that involve an auto-answer. Think things like “How many reps are on your team?”, “Are you outbound or inbound?”, “Looking to add a couple of new team members?” Get them talking and THEN we transition to the sales call.
WATCH: Quick Tips For Better Cold Call Openings
Wondering what NOT to include in your intro?
If you play your cards right, there will be plenty of time for selling either later in this first call, or during your follow-up (more tips on bridging to the follow-up call here). The first time your prospect answers the phone, your job is to get them talking and engaged. We’ve talked about what to do… now let’s touch on what NOT to do:
- No social proof
- No introducing yourself
- No value props
- No features or benefits
- Remember: Don’t sell – do help!
Shoving research in their ear as soon as they answer isn’t appealing. The prospect doesn’t care if you’re the regional vice president for the mid-coast Atlantic region of your company’s XYZ division. In the first 2 minutes of the call, they don’t care what your amazing features are. What they care about is getting their job done better, faster, and easier. So, let’s start out by showing them how we can help!
Remember, the whole purpose of a sequence is to amplify your already amazing sales skills and get you to the finish line faster. So when working on your sales outreach, take time crafting your initial sequence cadence and your templated emails (if you’re going the manual sequence route). Future you will say “Thank you!”
If you’d like even more information on crafting the perfect prospecting message or sequence, you can watch our whole session with Brooke HERE!
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Selling to Gen Z and Millennials
Gen Z and Millennials have grown up in an interconnected world with most information available at their fingertips.
Based on current trends, they value two aspects more than anything when judging a brand – speed and authenticity.
Both generations are accustomed to instant gratification thanks to the internet and evolved communication tools. They also value brands that take a strong stance against injustice.
As a more optimistic and ethically minded group, Gen Z and Millennials make calculated decisions when buying something (especially if it’s outside the tech industry!)
For that reason, selling to Gen Z and Millennials requires a certain level of knowledge, understanding, and sales intelligence.
Here are our top tips on how to tailor your selling approaches to both Gen Z and Millennials.
Understanding Gen Z and Millennials
Understanding Gen Z and Millennials significantly helps how you approach selling to them. Here’s some key factors highlighting their similarities and differences:
- Technology Use: While both generations are tech-savvy, Gen Z has grown up with smartphones and social media, making them more comfortable with technology than Millennials. As a result, Gen Z tends to rely more heavily on online reviews and social media when making purchasing decisions.
- Brand Loyalty: Millennials are often associated with being loyal to specific brands, but Gen Z tends to be more open to trying new products and experimenting with different brands. They prioritize value and authenticity over brand loyalty, and are more likely to switch to a different brand if they feel it better aligns with their values.
- Social and Environmental Consciousness: Both generations prioritize social and environmental issues, but Gen Z is more likely to take action on these issues. They seek out brands that share their values and are more likely to the ones that positively impact the world.
- Communication Style: Gen Z tends to prefer shorter, more direct communication through text messages and emojis, while Millennials are more likely to use longer-form communication like email and phone calls. You can even notice the difference in the resume examples of each generation. While Millennials focus on achievements and uniformity, Gen Z is more likely to experiment with custom design resumes and unique one-liners within their content.
- Social Media Influence: Both generations are heavily influenced by social media, but Gen Z is more likely to engage with influencers and user-generated content. They trust peer reviews and user-generated content more than traditional advertising.
- Shopping Habits: Millennials are often associated with being bargain shoppers, while Gen Z prioritizes convenience and speed. Gen Z is more likely to make purchases through their mobile devices and value free shipping and easy returns.
- Financial Outlook: Millennials came of age during the Great Recession, so they are generally more financially cautious. Gen Z is more optimistic about their financial future and tends to be more willing to spend money on experiences and products that align with their values.
READ: Sales Pitch Tips to Engage Prospects
Tips on Selling to Gen Z and Millennials
First up, let’s reiterate that Millennials and Gen Z prefer authenticity and the ability to be quick and efficient. Keeping that in mind, here are five tips on how to sell to Gen Z and Millennials.
1. Differentiate Between Self-Service and Customer Support
Seems contradictory, right? Both generations actually WANT self-service options while equally expecting excellent customer service.
Gen Z and Millennials want to become an active part of the buying process because they need as much information as possible. They also want the decisions to be final on their terms.
They actively gather as much information as possible on their (and try out free trials) before contacting a brand. Both generations would rather learn more about a product themselves or through organic customer reviews than hear about it from the brand or its sales reps, especially when a new product is involved.
For example, selling a healthcare CRM to a Gen Z or millennial customer should not be done through cold calling or emailing. Instead, adopting a more personal approach is better. Introduce them to the product and allow them to take it for a test run!
At the same time, both generations also expect complete customer support from brands. This can be done through customer service reps, social media, or other easily accessible ways for them to directly communicate and seek assistance.
2. Adherence to Personalization
Gen Z and Millennials have been constantly bombarded with information their entire lives. Over time, this leads to information saturation, especially when today there are tons of competitors in every business space.
So the bottom line is that true differentiation is only noticed by these groups when there’s personalization involved.
Traditional advertisements involve targeting a massive audience with the same ad and message (like typical TV ads). It worked because people didn’t have enough information available, and they couldn’t use their phones to research a product and check out its reviews quickly.
But that’s the FIRST thing Gen Zers and Millennials do today!
Capturing their attention alone requires a little more effort – you want to make them feel like they’ve been specifically targeted. This is also a great way for brands to show that they care about their customers.
DOWNLOAD: Human-Centered Communication
3. Fast Media Is Key
It’s no secret that videos have become one of the most consumed forms of media. While it started with Vine’s six-second videos, we now have TikTok, Instagram Reels, and stories on multiple social media platforms.
This form of fast media is what most Gen Z and Millennials consume on a daily basis. This is where they trust information on current events, find entertainment, and buy products.
Gen Z typically uses social media like TikTok as a search engine rather than Google. Think about that for a second – that means a huge part of selling to Gen Z and Millennials involves effectively marketing on these social platforms.
General social media ads do not cut it. You need to provide quick, consumable content that’s engaging and enlightening. What value are you bringing to them? That’s how you build a following and a loyal community today.
READ: Value-Adding with the SWIIFT℠ Selling Methodology
4. Use Their Language
In order to communicate with Gen Z and Millennials effectively, you need to speak their language. Don’t toss in phrases or words they use nowadays (especially if you don’t know the meaning or social connotation) while keeping the rest of your business tone professional.
Authenticity trumps all. One of the easiest ways to do it? Get that form of insight directly from the source by hiring a millennial or Gen Z employee.
Speaking their language involves using their specific vocabulary, using their jokes and memes, and any relevant acronyms.
Remember these are often very trendy and constantly evolving. Make sure you’ve got someone with their finger on the pulse to continually update your brand’s language along with what’s being used by your customers.
5. Values and Activism Matters
When it comes to Gen Z and Millennials, they have very strong beliefs regarding common societal issues. They also expect their brands to adhere to those beliefs and opinions.
You can’t expect to seem authentic if you suddenly start performative allyship or activism. Gen Z and Millennials can easily call this out or feel when it isn’t sincere. And once that happens, you’ve lost their trust – and it’s unlikely you’ll win it back anytime soon.
Start establishing a strong base of values and causes your brand supports. Moreover, be open and transparent about what you’re doing for the causes you support! For example, if your brand believes in sustainability, what is it actively doing to make the business more sustainable?
You also want to make sure all aspects of the company are on the same page – from revenue, to delivery, and other teams within the organization.
READ: Improving Sales-Marketing Alignment
Final Thoughts
Selling to Gen Z and Millennials isn’t challenging if you’re actively adapting to the changing marketing landscape.
Adopting strong marketing strategies will always help your brand in the long run and allow you to build brand affinity.
One key takeaway? Have fun with it! Continue experimenting with new ways to connect with the latest generations and remember that authenticity and speed are always your number one priority.
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How to Use ChatGPT to Write Sales Emails
In the digital age, email remains a highly effective way to reach potential customers. However, crafting a compelling sales email can be challenging. That’s where ChatGPT comes in. As an OpenAI language model, ChatGPT can help you write effective sales emails that grab your audience’s attention and convert them into customers by using artificial intelligence. In this blog, we’ll show you how to use ChatGPT to write sales emails that get results.
***
I’m gonna be honest with you: I didn’t write that blog intro. Instead, I asked ChatGPT—a language model trained by OpenAI—to write it. (It’s a little formal, but not bad, eh?)
It’s hard to have a sales or marketing conversation without hearing about artificial intelligence, especially ChatGPT. It’s either the best thing since sliced bread or an evil supercomputer that’ll bring about the end of the world. Most people, I think, fall somewhere in the middle.
As a sales leader, should you be scared of ChatGPT? Or should you embrace this new technology and use it to make your sales teams better?
Although there are lots of potential use cases, in this blog I’ll focus on one: using ChatGPT to write sales emails.
READ: How To Incorporate Sales Emails Into Your Sequences
A tale of two prompts: why you need to be specific when using ChatGPT to write sales emails
ChatGPT can churn out sales scripts and email templates faster than a human writer can. The question is: is it any good? And for sales reps specifically: will it get you more meetings and help you close more deals?
The answer: it totally depends!
In order for ChatGPT to work well, it all comes down to the quality of the prompt. If you have a detailed prompt that provides the AI with the right information, you’re good to go.
Compare the following examples:
***
Prompt: Write a sales email template for Factor 8.
Result:
Subject: [First Name], Boost Your Sales with Factor 8’s Sales Training Programs
Dear [First Name],
I hope this email finds you well. I wanted to introduce you to Factor 8, a leading sales training company that can help you increase your sales revenue and enhance your team’s performance.
At Factor 8, we understand that sales is a competitive and constantly evolving industry, and we’ve designed our programs to help your team stay ahead of the curve. Our training courses are tailored to meet your unique business needs and goals, and our experienced instructors will work with your team to develop the skills and techniques necessary to close more deals and exceed quotas.
Here are just a few of the benefits you can expect from our sales training programs:
Increased sales revenue: Our training programs are designed to help your team close more deals and exceed quotas, leading to higher sales revenue and improved profitability.
Improved team performance: By providing your team with the skills and techniques necessary to succeed in the competitive sales industry, our programs will help your team perform at their best.
Customized training solutions: We understand that each business has unique needs and goals, which is why we offer customized training solutions tailored to your specific needs.
Experienced instructors: Our instructors have years of experience in the sales industry, and they are committed to helping your team succeed.
To learn more about how Factor 8 can help you improve your sales performance, please visit our website or reply to this email to schedule a call with one of our sales representatives.
Thank you for your time, and I look forward to hearing from you soon.
Best regards,
[Your Name]
[Your Title]
[Your Company]
***
Okay, so it’s not terrible, but let’s be honest – there are a ton of problems with that email:
- It’s wayyyyyy too long (yawn)
- A lot of the copy seems canned
- There’s no personalization within the email
Now, let’s see what happens when we’re more detailed in the prompt.
***
Prompt: Write a first-touch sales email template initiating contact between a Business Development Rep at Factor 8 and a mid-level Sales Manager at Meta. Structure according to the AIDA framework: Attention, Interest, Desire, Action. Make sure there’s at least one question in the body of the email. Be sure to reference our key value proposition: Factor 8 rep & manager training drives topline growth. The call-to-action for the email is to set up a 15-minute introductory call. Limit output to 125 words or less.
Result:
Subject: Increase Your Sales Revenue with Factor 8’s Manager Training
Hi [First Name],
As a Sales Manager at Meta, you know how important it is to have a well-trained team. That’s why I wanted to introduce you to Factor 8’s training programs. Our training is tailored to meet your unique business needs and goals. Our experienced advisors will equip you with the skills necessary to improve your team’s performance and drive topline growth.
Are you available for a quick 15-minute call this week? Let’s discuss how we can help you achieve your sales targets.
Best regards,
[Your Name]
Business Development Rep, Factor 8
P.S. You can learn more about our training program on our website.
***
I wouldn’t call that a perfect sales email – but it’s definitely headed in the right direction. Most sales reps could probably use that copy as a starting point, then edit and personalize to be more engaging for their target prospect.
Tip: Want to sound less formal? Just add that you want a more casual tone to the prompt.
READ: How to Write Better Sales Emails: 12 Actionable Tips
What We Can Learn from ChatGPT
Here are my takeaways:
- Understand the intent behind your copy. ChatGPT isn’t a mind reader. It doesn’t know why you want to generate copy or your intended result. So just like in the example above, you need to be specific. (Which means you need to have it figured out before you sit down with the AI. It’s a robot, but don’t waste both of your time!)
- Gather necessary information in advance. Before you begin the AI writing process, gather all the information you need to create your copy. ChatGPT can pull in some information, but others you’re going to need to specify or add in later.
- Be as detailed as possible in the prompt. The more information you provide ChatGPT, the better and more relevant it will be. Always add the tone of your messaging into the prompt.
- Fine-tune your copy. You’ll probably noticed that even with a detailed prompt, ChatGPT wasn’t able to create an engaging sales email. There’s still a gap between AI capabilities and copy that’s engaging to a human reader. Your reps (and maybe even internal your copywriters) will need to bridge that gap. Use ChatGPT as a starting point, and then refine!
- Test and optimize. Like any good sales asset, once your copy is finalized, it’s important to test it to see how it performs. Create different versions and take them for a spin! You only know if you try.
In the end, is ChatGPT worth it for your sales team? The answer is: it still depends. If it helps jumpstart your creative process to help you generate email templates faster, then it could be great!
But if your reps want to use it as a shortcut instead of doing the hard work to understand the client, gather information, and compile the best ways to engage them – then keeping it all human might be the better way to go.