DECISION MAKER CALL OPENING
1. OPENING OF THE CALL
"Ms./ Mr. _______________?" (Wait for confirmation.)
"My name is __________, and I am with M&T Bank located here in ____________."
"Is now a convenient time to talk?"
(Wait for response.)
2. THE BENEFIT STATEMENT
"We collaborate with numerous local businesses and professionals, helping them with their business financing and banking requirements. Today, I am reaching out solely to arrange a brief meeting to explore how our business banking services can benefit you."
"May I see you on ____________ at ___________?"
(Wait for answer.)
3. HE/SHE WANTS INFORMATION OVER THE PHONE
Decision Maker says something like: "What do you want to talk about?"
"We offer a diverse range of business banking services that can be customized to fit your unique needs. Given the complexity of our offerings, a brief phone call may not fully convey how we can add value to your business."
"I suggest scheduling an appointment where I can personally explain our approach. This will allow you to evaluate firsthand how we can potentially benefit your business."
4. CLOSE FOR APPOINTMENT
"Is ___________ at ___________ okay with you?"
5. DEAL WITH RESISTANCE
Use Objection Tabs.
6. CONFIRM THE MEETING
"Thanks Ms./Mr. ____________. I'll see you on ____________ at __________"
Gatekeeper Questions
Decision Maker Objections
What Company Are You With?
Respond
"M&T Bank"
Request Action
"May I speak with him/her?"
Is __ Expecting Your Call?
Respond
"He/She is not."
Request Action
"May I speak with him/her?"
What Is This Concerning?
Respond
"I wanted to get his/her opinion on some ideas we have on possibly improving cash flow and increasing the profitability of the business."
Request Action
"May I speak with her/him?"
Will _ Know What This Is About?
Respond
(If pre-approach information was sent)
"Yes. I recently forwarded him/her a message which I was following up on."
"Could you put me through?"
(If no information was sent)
"Probably not."
Request Action
"Could you put me through?"
Can You Send Some Information?
Respond
"Sending information would really be insufficient. I can give him/her a much more valuable picture of how he/she could benefit from our services if I could speak with him/her directly."
Request Action
"Could you let him/her know I only need a quick 30 seconds of his time?"
__ Is Busy. Can I Help You?
Respond
"Yes! I wanted to speak directly with __________."
"When is a better time to call back?"
"Is there a cell number available for ____________?"
"By the way, what is your name? Thanks _______, I appreciate your help?"
We Already Have A Bank We Deal With
Respond
"That is exactly why I called."
Request Action
"Could you let him/her know it will only take a quick minute? Thanks for your help."
Would You Like To Leave A Message?
Respond
"It would probably be easier if I called back."
"When would you suggest is a better time to call back?"
"Is there a cell number available for ____________?"
"By the way, what is your name? Thanks _______, I appreciate your help."
I Am Happy With My Bank
Respond
"That's exactly why I called. In fact, most of the businesses I speak with have a good relationship with their bank. It is certainly not my intent to have you make a banking change based on a brief phone call."
"My only purpose today is to arrange a convenient time to meet with you personally and accomplish one of two things: 1) I can determine that the value your bank is providing you is so good, you would be foolish to leave it or 2) I can make it even better. Either outcome is a win for you and your business."
Request Action
"How does your schedule look for _____________?"
I’m Not Interested
Respond
"I completely understand. I don't expect you to be interested in something we haven't had a chance to fully explore. If we had a brief appointment, I could describe how our approach might benefit you, allowing you to make an informed decision based on that discussion."
Request Action
"Can we meet next __________ at _________?"
No Need For Your Services
Respond
"I understand that your current need for our services may not be immediate. In my experience, many of the companies I initially meet with aren't actively seeking our services at the time. I called to arrange a brief meeting to introduce myself and provide you with an overview of our approach. In this way, should a need arise in the future, you‘ll be familiar with us and consider us as an additional resource."
Request Action
"What is more convenient, ____________ or ____________?"
Tell Me On The Phone
Respond
"I completely understand your preference to discuss this over the phone. However, our services involve a tailored approach that is best explained in person."
"A brief meeting would allow me to understand your specific needs better and provide a more personalized overview of how we can assist you. This way, you can ask questions directly and get the clearest picture of how our solutions align with your goals."
Request Action
"What is more convenient, ____________ or ____________?"
Send Me Some Information
Respond
"Sending you generic information would really be inadequate since it doesn't always address your unique questions. I can give you a clearer picture of how you may benefit from these services if we met personally."
Request Action
"I have some open time on _________. Is that time convenient?"
Call Me Next Week/month
Respond
"I would be happy to do that but instead of me calling you next week/month, why don't we just meet next week/month? If we need to change it, we can!"
Request Action
"How does the latter part of next week/month look to you? Let's say ______ morning at ________?"
I Am Too Busy
Respond
"I completely understand that your schedule is busy. I value your time, and I assure you that the meeting will be brief and focused. This will allow us to explore any potential opportunities quickly and efficiently."
Request Action
"Could we get together next ________, say around 8:00am in the morning?"
It’s A Hassle To Change Banks
Respond
"It is true that there is a process involved in making the change. Many of our clients found that we were able to make the change smooth, efficient, and expedient. I will also personally oversee the entire process."
"I can assure you that my only purpose at this time is to arrange a brief meeting to see if we can offer you some profitable alternatives."
Request Action
"May I meet with you on _____ at _______?"
Your Locations Aren’t Convenient
Respond
"It is true that there may be some branches that aren’t convenient and that is exactly why you should consider what we can offer you. Many of our clients have found that we have been able to modernize their normal banking routines."
"I can assure you that my only purpose at this time is to arrange a brief meeting to see if we could offer you some valuable banking alternatives."
Request Action
"May I meet with you on _____ at _____, or would ____ be better for you?"
We Just Changed Banks
Respond
"I wish I had had the opportunity to compete for your business."
"Did you consider M&T Bank as an alternative?"
"Whom did you change from"
"What prompted the change?"
"Whom did you go with?"
"How's everything working out?"
"What would you change about your existing relationship if you could?"
(Ask any other appropriate questions.)
This objection should stimulate a discussion. It will either give you the opportunity to get information for the future or you might secure the appointment should the prospect disclose some dissatisfaction.
Bad Past Experience
Respond
"I was unaware of that. What happened?" (Allow Decision Maker to vent)
"It's unfortunate that you had this happen. I would like to personally introduce myself to you and share our approach to business banking and see if we can create a new and better experience."
Request Action
"May I meet with you on _________ at _______?"
Intro
“Good morning/afternoon. This is _________ calling for ________ .”