Consultant

Advanced Telephone Techniques

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The Telephone Consultant

What does the telephone mean to us:

Our life line
An extension of us
Our link to the market place
………..
Discussion:
Discussion: Additional
Additional thoughts?
thoughts?

Remember: However we feel about the

!!
telephone, whether we
like it or not, the telephone is one of our
most critical tools.

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 Consultant

SO
SO WHERE
WHERE DO
DO WE
WE BEGIN?
BEGIN?

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Consultant

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Here is Our Agenda Consultant

 Back to Basics
 Why is Telephone Communication so Different!
 Smile and Dial
 Call Objectives
 Call Preparation
 The Call is our Business Card
 Getting Started
 Asking Questions and Listening
 What are you Selling?
 Manage the Call
 Overcoming Objections
 Follow-up
 Role Plays!

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Back to Basics Consultant

Remember: We are probably not the only ones

!! calling our candidates, sources, and
contacts.

Discussion:
Discussion: We
We need
need to
to stand
stand out.
out.
“Be
“Be all
all you
you can
can be.”
be.”
--US
USArmy
ArmySlogan,
Slogan,
1981
1981
Rules of the Road
 Be Polite
 Be Confident
 Be Enthusiastic – It’s contagious!

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Back to Basics – Success on the Phone!
Consultant

 Enthusiasm
 Polite & Professional I AM CONFIDENT!

 Positive Attitude
 Self Motivation
 Good/Clear Speaking Voice
 Sense of Humour
 Empathy
 Belief in Consultant and the Clients you are working with
 Communicate at all Levels
 Listening Skills
 Handle Objections
 Organisational Skills
 Knowledge of our Products and the Client/Role
CONFIDENCE!!!!!
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Why is Telephone Communication
Consultant so different?

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Why is Telephone Communication
Consultant so different?

Face to Face communication focuses on words, tone and

body language
Telephone Communication is focused on words and
MOSTLY on TONE (75%)

Some Pointers!

 Smile and Dial

 Slow Down
 Breath
 Beware of your tone
 Clarity

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Smile & Dial Consultant

DO NOT
– Be like this when you dial, but…

LITERALLY
– Smile when you dial and keep smiling when
you talk to the person. They will hear it in your
voice.

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 Consultant

Let’s give it a go – Smile & Dial!

This is XXXXXXX from Consultant, we are

executive Recruitment Company. I am the
XXXXXX. Have you got a couple of minutes
to talk?

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Call Objectives Consultant

Call Objectives depend on whom we are calling

– Candidate ID / Name Generation
– BD Call
– Cold call
– Potential Candidate / Candidate/ Client
– Source
– Someone referred to us – respect confidential referrals!

Remember: Our call objectives will influence

!! our preparation.

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Call Objectives Consultant

Where can we generate names?

 Consultant
 Internet – Google, Zoominfo
 Magazines
 Sources
 Referees
 Cold Calling
 Others?
Tools for Potential Sourcing Handout!

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Call Objectives Consultant

CANDIDATE ID / NAME GENERATION

So how do we ethically generate names?
• Call into the company
• “My name is…”
• “I am with Consultant…”
o “We are a global talent management firm.”
• “I am working on a project in the area of...”
o Keep it neutral
• “Who would be the best person to contact…”
• “I am seeking the advice of…”

Discussion:
Discussion: Any
Any other
other ideas?
ideas?
Name
Name Generation
Generation &&
IDing
IDing Guides
Guides
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Call Preparation Consultant

In an ideal world:
– We will have all the time we
need to prepare for each
call
– We will know the person, their
title / function, and their
company
– The person will know
Consultant
– We will have complete
notes in Consultant

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Call Preparation – Get Organised!
Consultant

Proper Planning Prevents Poor Performance!

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Call Preparation – Get Organised!
Consultant

Proper Planning Prevents Poor Performance!

 Cold/Sourcing or BD Call Script – Handout!

 Organise your space
 Remember to do your calls in BLOCKS
 Know your Client! Know your Role!
 MUST HAVES!
 Knowledge
 Set Some Goals – SMART!
 Be Motivated
 Action Plan - Objectives!

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 Call Preparation Consultant

In the real world:

– We will never have all the time we need to prepare for each call
– As much as we prepare and do our homework, there will always be
something we don’t know
– We will never know each person or every company – and they will
not always know us
– We are happy when we find correct information in Consultant

THEREFORE
– Be honest – it’s ok to say, “I don’t know.” or “Great question, may I
come back to you on that?” or “Let me find out for you.”
– If we have some information on the candidate
• “It has been several years since we last spoke with you, and I understand you
were / are in the area of…”
• We need to get to know them again

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Call Preparation Consultant

Discussion:
Discussion: Can
Can you
you “over-prepare”
“over-prepare” for
for aa call?
call?

Discussion:
Discussion: HowHow dodo we
we balance
balance being
being
knowledgeable
knowledgeable in in our
our fields
fields with
with getting
getting
the
the job
job done?
done? Thoughts?
Thoughts?

Remember: Do not let “preparation” stop you

!!
from getting on the phone.

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 Consultant

You
Youhave
havereached
reachedthe
thevoicemail
voicemailof….
of….

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Voicemail Consultant

THEREFORE
CLEARLY and SLOWLY identify yourself
– Establish credibility – company and location
TRAILER
• “We are currently working on a project for a senior executive. Our client
is a well-known global pharmaceutical company. I am calling to seek
your advice.”
WHY?
– Make the person want to call you back – ask them to call you back
“at their earliest convenience”
– Say enough but not too much
– State your telephone number SLOWLY, twice
• You know your number – but the person you called does not
– No filler words “um…” “you know…”
– Trust in the Consultant brand – it will encourage them to call you
back

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Voicemail Consultant

EXAMPLES

Hello
HelloAmit.
Amit. My
Myname
nameisisSonia.
Sonia. I’m
I’mwith
withthe
theXXXX
XXXXoffice
officeofofConsultant.
Consultant. I’m
I’m
calling to seek your advice on a human resources project we are
calling to seek your advice on a human resources project we are currently currently
working
workingon.on. Would
Wouldyouyoube
beso
sokind
kindas astotoreturn
returnmy
mycall
callatatyour
yourearliest
earliest
convenience?
convenience? I Ican
canbebereached
reachedon on98XXXXXXXX.
98XXXXXXXX. Again, Again,Sonia
Sonia, ,
98XXXXXXXX.
98XXXXXXXX. I Ilooklookforward
forwardtotoreceiving
receivingyour
yourcall.
call.

Hello
HelloAmit.
Amit. My
Myname
nameisisSonia
Sonia. . I’m
I’mwith
withthe
theXXXX
XXXXoffice
officeofofConsultant.
Consultant. We Weare
are
currently working on a project for a senior finance executive. Our client is
currently working on a project for a senior finance executive. Our client is a well- a well-
known
knownglobal
globalpharmaceutical
pharmaceuticalcompany.
company. I Iam amcalling
callingtotoseek
seekyour
youradvice.
advice. Would
Would
you
yoube
besosokind
kindas
astotoreturn
returnmy
mycall
callatatyour
yourearliest
earliestconvenience?
convenience? I Ican canbebe
reached
reached on 98XXXXXXXX. Again, Sonia , 98XXXXXXXX. I look forwardtoto
on 98XXXXXXXX. Again, Sonia , 98XXXXXXXX. I look forward
receiving
receivingyour
yourcall.
call.

Thoughts???
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Smile & Dial Consultant

Always ask if the person can speak freely or

privately
– If not, set up a specific time and date to call
• Get the direct dial, home number, and mobile
– Always close your circle
• If you promise to call, then do so and on time

Listen
– Slow down
– Focus on the person you are speaking to
– What is he / she really saying

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 Consultant

!! Remember:

The
The Phone
Phone Call
Call is
is Your
Your
Business
Business Card
Card

A. M. Bassador

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The Call is Your Business Card
Consultant

You will be remembered by

– How you are on the telephone
– How you speak
– What you say and do not say
– The call is critical to your being able to attract and
motivate potential candidates or clients
– Your Verbal handshake – use positive words, their
names and words like Thank you!

Remember: We are ambassadors to the

!! company, our clients, our
profession, and to
ourselves.
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Getting Started – Tips!Consultant

How to find the Decision Maker or Candidates!

 The Gatekeeper – any thoughts? Let’s discuss!

1. Get to know them
2. Understand their position
3. Be confident
4. Keep Control of the Conversation
5. Don’t sell to them
6. Ask for their help
Decision Maker or Candidate Opening – What will you say?
Do they have time now?
Discussion:
Discussion: Let’s
Let’s discuss!
discuss! Exercise…..
Exercise…..
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Questions! Consultant

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 Questions – Open and Closed
Consultant

What is the Key Information you want to gain when screening a

candidate?
 If they are right for the role?
 If they are really interested in the role?
 Salary?
 Location?
 ……………….others?

- Open
- Closed
- Probing
- Evidence/Example
Who can give me an example of each? Handout!
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Listening Consultant

ACTIVE LISTENING!

We have one mouth and two ears!

Use Active Listening and Probe for further information!

Use words like Uh Huh? Umm? I understand?

“Questions Hold the KEY to control

Listening is your KEY to understanding”

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What are you selling!Consultant

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What are you selling!Consultant

 Know your Products and Services!

Know the Market!
Know the Competitors
 Know What We Offer!

Know your Clients!

Know your Candidates!
Know Must Haves!

It all comes down to Communication and

Professionalism!
NB: We are Recruiters AND Consultants!
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Overcoming Objections Consultant

Your objective on any call is to motivate the person you are

calling to WANT to talk to you about your search.

The purpose of the call can be any of the following:

 to generate interest in the opportunity
 to solicit advice on your search
 to gather market data
 ………..

Discussion:
Discussion: Agree?
Agree? Disagree?
Disagree?

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Overcoming Objections
Consultant

CANDIDATE – GETTING PAST THE “NO”

Hear the objection
• Acknowledge the objection is real and valid
• Listen to what is being said and not said
o “Tell me about your concerns.”

Ask permission to put the objection aside

• “I understand your concern. I wonder if you would indulge me? Could we, just
for the moment, table this concern, and just for the moment, concentrate on the
opportunity?”

Focus on excellence in the role

• Get the candidate to describe the best possible person for the search
o This helps you know excellence when you see it
o The candidate describes themselves

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Overcoming Objections
Consultant

CANDIDATE – GETTING PAST THE “NO”

Learn about the person
• “Let’s start with a blank page….”

Put the objection back in

• “I understand your concern. I don’t want you to miss out what could be a
fantastic opportunity for you.”

Promise nothing
• At this point, you do not know what your client may be willing to do
• Therefore, you cannot promise something you cannot deliver

Propose small steps

• “Let’s take this one step at a time. Let’s start with….”

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Overcoming Objections
Consultant

“I’M TOO BUSY TO TALK”

– “I understand completely. I would very much
appreciate a few minutes of your time – I’d like your
advice on this project. When would be better?”
• Suggest a time – end of day, tomorrow
• Commit the executive to taking your call
• Put it in your calendar
• Call
– “I can call you after hours if that would be
more helpful / appropriate.”

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Overcoming Objections
Consultant

FIRST CONTACT
– Continue the movie trailer
– Gain interest by being “vague”
• Get a quick profile of the executive’s background

Remember: Ask questions about the current role,

scope of responsibilities, reporting
structure, company, size of business,
number of direct reports, budget,
!! succession planning, special projects
working on, etc.

ALWAYS ask, “What are your motivations

for the future?”

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Overcoming Objections
Consultant

FIRST CONTACT
– At this stage, do not allow the candidate to say, “No”
– If the candidate is not appropriate for your search,
source and network
– If the potential candidate is appropriate, then you
proceed forward and send the position specification
• This is your chance to set up the next call – specific date
and time for follow-up

Remember: A strong candidate may try to get you

!! off the phone
Once you know what they want, then you
can position your search correctly
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Overcoming Objections
Consultant

“TELL ME ABOUT YOUR JOB FIRST – TO SEE

IF I’M INTERESTED”
– Go ahead – share highlights about the role
– Remember our call objectives – “We want to get to know you”
– Once we learn about the candidate’s motivations – we can
position the opportunity
– “Could this potentially be attractive to you?”
• If not interested, “Could we put this aside for the
moment?”
– Maybe truly, the candidate is not right for the role,
and now we know something about him
• Enter notes in Futuresearch
• Ask for referrals!

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Overcoming Objections
Consultant

“THIS SEEMS LIKE A LATERAL MOVE TO ME”

– Sometimes the new role is a lateral move, but in fact, it
is a move forward
• Look at the market landscape – mature, growing, or shrinking market
• Typical response from a good candidate
– Get to know the candidate
• You need to ascertain if in fact this is a lateral move
– Will the potential candidate have a better chance
of achieving his / her goals staying with his / her
company or by going to your client?

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 Overcoming Objections
Consultant

LOCATION / RELOCATION
– This is a tough one!
– Two reasons location can be an issue
• Family situation
• Client’s location is not appealing
o Caution: Do not let your prejudices / preconceptions about location enter /
influence the discussion
– Learn about their situation – special schooling, spouse’s career,
etc.
• Can the objection be overcome or not?
• If not, then turn the call into a networking
call and build relationship for future opportunities
– Find out what he / she likes about where living
• Then educate about the client’s location

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Overcoming Objections
Consultant

COMPENSATION
– The candidate does not know what the client is willing to pay –
keep it that way
– When comp is brought up, turn this around and get candidate’s
comp
– Stay vague
• “Our client has asked us to assess the market and provide them with feedback
on what the industry is averaging for candidates at this level.”
• “I can assure you that our client will prepare a competitive package for the right
candidate.”
• “Our client is not willing to lose a great candidate due to compensation.”
– Turn the conversation and get the CV
– You never know how the search will go
• Provide the client with market feedback which could
potentially open the compensation range for the right
candidate

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 Overcoming Objections
Consultant

COMPANY REPUTATION
– Client has a poor reputation
• Ask the client how they overcome this issue
• Do your own market research
o Ask the researchers to run a press / news search on your company
o Ask the market “What does this company do well? Where do you see they can
improve?”
• Acknowledge the company’s reputation to the candidate - be up front
• Another approach: Keep the search confidential – get the candidate intrigued - then
the objection might be overcome
• Only if this is true
o “This is a turnaround situation. Our client
is seeking a change agent. This is a fantastic
challenge for the right person.”

– Client has a great reputation

• Be informed – know the facts about the client

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LAST BUT NOT LEAST
Consultant

FOLLOW - UP
– Always, always follow up with a quick “thank you for
your time / it was a pleasure speaking with you” email
• Gets your contact details before the consultant
• Person you contacted may in fact come back to you
with names
• Not everyone does this – you stand out
• Under promise and OVER deliver!

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 Consultant

ROLE PLAY!

Let’s Make our First Candidate Sourcing

Call!

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Manage the Call Consultant

WHAT
WHATHAPPENED
HAPPENEDDURING
DURINGTHE
THECALL?
CALL?

Discussion:
Discussion: What
What would
would you
you have
have done?
done?
Thoughts?
Thoughts?

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Consultant

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 Consultant

Plan!
Rehearse!
Practice!
Listen to Others!
Role Plays!
Tape record yourself!

Thank you…….

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