At the era of the all-digital, cold calling has not lost any of its relevance. Indeed, if at the hour of social networks and the growth of automated marketing, it is no longer central in commercial prospecting, it nevertheless remains no less irreplaceable for the first contact of a salesperson with a prospect, the qualification of the lead or the creation of the link of trust. Provided that it is perfectly executed, cold calling hooks not only the attention of the interlocutor, but sets up the link between the two parties.
Introduction to cold calling
What is cold calling ?
Cold calling groups together all the actions allowing to prospect a potential client. It is the taking of direct contact with a physical or legal person, generally in the absence of prior contact, to propose to him goods or services, to research information, to qualify a potential client file, or to obtain an appointment. That implies another category of direct marketing based on orality, as well as on persuasive verbal skills allowing to act in real time.
In this practice, the phone call becomes a lever of prospecting in its own right, mobilizing at the same time commercial, relational and strategic skills. It is not simply a matter of reciting a script, but indeed of adopting a personalized commercial approach, capable of capturing the interest of the prospect and of making emerge a concrete commercial opportunity.
Importance in the sales cycle
Cold calling is at the heart of the sales cycle, in particular in B2B prospecting where the purchasing decision implies several interlocutors and a longer maturation process. It allows to trigger the act of sale upstream, by identifying the right decision-makers, by evaluating their needs and by positioning the commercial offer as a pertinent solution to their problematics.
Objectives of cold calling
The objectives of cold calling are multiple and vary according to the contexts. In certain cases, it is a matter of promoting a new product or service with a defined target. In others, the call aims to enrich a database, to validate the identity or the contact details of a contact, or to initiate a conversation prior to a more in-depth commercial approach.
Beyond the simple making of an appointment, cold calling also allows to test the interest of a market, to collect field feedback or to detect weak signals heralding an upcoming need. It is an action of high added value, on condition that it is led with rigour and professionalism.
Legal framework of cold calling
Every cold calling campaign must imperatively respect a strict legal framework. In France, the regulation frames the calling hours, the right of opposition of the persons solicited, the clear identification of the caller, as well as the prohibition of certain practices assimilated to abusive canvassing.
Moreover, with the creation of Bloctel, private individuals have the possibility to register with this service so as no longer to be contacted. That means that companies are bound to check the numbers in this contact centre before any approach and to exclude them from their base, if need be. In B2B, the practice of this contact method remains possible, but always with respect, benevolence and good sense.
Preparation for cold calling
Before dialling the slightest phone number, the success of a cold calling campaign rests first on a methodical preparation phase. This step determines not only the quality of the commercial speech, but also the relevance of the targeting and the fluidity of the exchange with the interlocutor. To prospect without preparation is to take the risk of multiplying refusals, missing the right decision-makers or, worse, damaging the image of one’s company.
Analysis of prospects
Segmentation of markets
The first approach consists in analysing the profiles that one wishes to contact. Each prospect must be considered as a specific opportunity, endowed with needs, constraints and personal objectives. This is where market segmentation intervenes, a method which allows dividing one’s target into homogeneous groups according to relevant criteria : sector of activity, size of the company, function of the decision-maker, contact history, or even behaviour on digital channels.
Creation of prospect files
Once this segmentation established, comes the step of creation of prospect files, in other words the elaboration of a structured, reliable and up-to-date database.
This one must contain key information such as :
- the name of the person to contact,
- his / her role within the company,
- his / her direct phone number,
- his / her professional email address,
- any useful data stemming from previous exchanges or from a prior qualification.
The quality of this cold calling file constitutes a decisive lever in the effectiveness of commercial prospecting by telephone.
Development of a call script
A cold calling script must in no case be a mechanical recitation. It is rather a structuring guide, which helps the salesperson to ask the right questions, to unfold his / her sales pitch smoothly, and to keep on course throughout the conversation. This scenario must integrate a personalised hook, a clear presentation of the company, a concise formulation of the objective of the call, as well as proposals adapted to the situation of the prospect. You can use the help of outsourced prospecting experts to help you coordinate your cold calling strategy.
It is also advisable to foresee formulations to answer frequent objections, transitions to steer the discussion and key sentences to reformulate the needs expressed by the client. This sales script then becomes a strategic tool to capture attention, expose the added value of the offer and engage the person contacted towards the next step, whether it be an appointment or a sending of documentation.
Training of salespeople
Even with the best script, a commercial cold calling campaign can produce its effects only if the salespeople are well trained. This training is not limited to the simple knowledge of the product or service proposed. It encompasses skills of active listening, stress management, contacting, reformulation, as well as the capacity to adapt in real time to the reaction of the interlocutor.
Objections, silences, hang-ups or unexpected solicitations are commonplace in telephone prospecting. Preparing teams for these situations, transmitting to them verbal communication tips, training them to adopt the right tone and to detect the weak signals in a telephone conversation are so many levers to increase the transformation rate and the quality of exchanges.
Implementation of the necessary tools
Finally, the last cornerstone, which is often neglected but without which your calls will not give any result, is the “logistic and technological preparation”. If you work autonomously with the simplest Excel file or always dial the numbers by hand, their number is not only limited by time, but you then risk making mistakes more than once.
To obtain results, you need professional solutions : CRM with the capacity to carry out integrated calls, autocompletion in the software, follow and schedule follow-up calls, automatically create a report.
Techniques of cold calling
Once the preparation phase has been completed, the moment of moving to action imposes rigour, agility and sense of adaptation. It is not enough to pick up one’s phone to convince an interlocutor. Effective cold calling relies on the art of conducting a relevant conversation, of establishing a climate of trust and of transforming a simple call into a concrete business opportunity.
Effective calling techniques
The success of a prospecting call depends above all on the salesperson’s ability to establish quickly a link with his / her interlocutor. The initial hook is decisive : it must arouse interest without being intrusive, briefly present the purpose of the call while giving the other the possibility to express his / her point of view. The objective is not to force a sale, but to open a dialogue.
Management of objections
In any sales campaign by phone, objections are an integral part of the process. They must not be perceived as blockages, but as signs of interest or requests for clarification. The aptitude to answer in a calm, reasoned and respectful manner constitutes a marker of professionalism.
The management of objections rests on several principles :
- not interrupting,
- reformulating to validate the understanding,
- proposing concrete elements of response.
For example, faced with a prospect who evokes a lack of time, it can be pertinent to propose a later appointment or to send a synthetic message by email. When a doubt concerns the price, it is often useful to highlight the added value of the offer, by illustrating it with an example or a quantified data. In all cases, the important thing is to remain calm, courteous and solution-oriented.
Follow-up of calls and data
A telephone call is not self-sufficient. Without a rigorous follow-up, even the best conversations risk remaining without effect. Each exchange must give rise to an accurate note-taking, to the recording of the key elements in the prospecting file, and to the planning of a next step : follow-up, sending of information or handover to a field salesperson.
The use of a CRM makes it possible here to centralise the information, to structure the customer relationship over time and to guarantee a continuity in the speech. It is essential to retain what has been said, understood and promised, in order to show the prospect that he is not a simple number, but a contact with whom a relationship of trust can be established.
Optimisation of cold calling campaigns
The performance of a telephone cold calling campaign is not measured solely by the number of calls made or appointments obtained. It is built over time, through continuous improvement of methods and analysis of the results obtained.
For that, several key indicators can be monitored :
- the conversion rate,
- the refusal rate,
- the average duration of calls,
- the distribution of objections by typology.
Evaluation and improvement of performances
Measuring the impact of a cold calling campaign requires precise indicators and attentive observation of field feedback. This approach makes it possible to adjust practices and to optimise results continuously.
Analysis of conversion rates
The conversion rate is the benchmark of the effectiveness of calls. It is the proportion of calls that have led to a future concretisation (appointment, response to a questionnaire, signature, etc.). This indicator provides information on the adequacy of the speech, the targeting and the offer.
A finer analysis also makes it possible to distinguish the flagship approaches, the recurring objections or even the blocking points of the process. All these insights are taken into consideration to optimise the scripts and adapt the cold calling strategy.
Feedback and adjustments of methods
Beyond figures, it is essential to listen to the feedback of salespeople and prospects. This double approach makes it possible to identify weak points, to capitalise on successes and to adapt the speech to the expectations expressed.
Evaluation of commercial performances
The individual evaluation of salespeople is based on clear criteria :
- volume of calls,
- quality of exchanges,
- conversion rate.
It must make it possible to detect areas for improvement, adjust training and encourage relevant initiatives, rather than limit itself to quantitative control.
Continuous improvement of the process
To remain high-performing, prospecting must continuously evolve : updating files, revising scripts, integrating adapted tools and adapting to the behaviour of prospects. Real-time follow-up via a CRM and the integration of new channels, such as LinkedIn and its automated prospecting, reinforce this dynamic and contribute to more effective steering.
In summary
Cold calling is not a simple string or assembly of phone calls. Preparation, execution and evaluation, these are three keywords for carrying out your campaign well and achieving your objectives. When well done, each cold calling operation allows a better knowledge of the lead and a better possible customer relationship, in addition to placing itself in a scheme of continuous improvement.
FAQ : Frequently asked questions about cold calling
What are the best practices for successful cold calling ?
Targeting your interlocutors well from a qualified file, preparing a clear script without excessive rigidity, taking care of the hook and practising active listening are essential. It is also advisable to anticipate objections and to know how to direct the discussion towards an adapted solution. Finally, ensuring follow-up of contacts and analyzing the results make it possible to gain in effectiveness and to progress over time.
How to manage the most common objections of prospects ?
Objections must be welcomed calmly and reformulated to grasp the meaning. Planning answers adapted to the main objections (price, deadline, need) and illustrating with concrete examples helps to maintain the conversation.
Which technological tools can facilitate cold calling ?
A high-performance CRM, specific prospecting software integrated with databases and call-centre solutions make it possible to follow interactions, automate certain tasks and improve productivity.
What is the ideal duration of a cold calling call ?
An effective call generally lasts between three and seven minutes : long enough to qualify the prospect, but short enough to keep his attention.
How to respect the legal framework when cold calling ?
You must check opposition lists, identify yourself clearly, respect authorized schedules and inform the prospect of his rights concerning his personal data.
Which indicators to follow to measure the effectiveness of campaigns ?
Monitoring the conversion rate, the number of appointments, the refusal rate, the average duration of calls and the reasons for objection makes it possible to refine the strategy and to improve results.
