Etiquette of a 3-way Call
There are 5 basic principles of doing proper 3-way calls. Here what they are:
Edify the Expert - You need to speak from your heart and
explain to the prospect how much you admire and respect your Director. You need
to stress how lucky you are to find a "spot" in your Director's schedule, and
how busy and in-demand they are. Your prospects don't have an opinion of your
Director until you GIVE IT to them. If you sound genuinely grateful to be
working with your Director, and respectful of your Director's time, your
prospect will hear that in your voice, and they will respect your Director too.
THIS IS VERY IMPORTANT!!! You are setting the tone for the entire call.
Practice edifying and complimenting people all around you, so you can get
comfortable having that "Attitude of Gratitude" towards your Director, and mean
Edify your Prospect to your Director - Okay.. this step seems
unimportant to some people, but it's actually very important. This is your
chance to talk about the prospect ina positive way and show them you have been
listening to them and genuinely care about them. Tell your Director what your
prospect does for a living, what their dreams and goals are, how excited they
are about Coastal and what it can do for them. Focus on saying things that will
make your prospect feel proud. They need this boost to feel comfortable in the
presence of your Director.
Introduce - This is a formality, but it breaks the ice. "Joe,
this is my Director, Bob. Bob, meet Joe."
SHUT UP!!! Okay, that sounded harsh, but I wanted to make sure
you saw this part. If you truly respect your director, then you will hang on
every word he/she says, and you would never dream of interrupting. If they
truly are the "expert", then what they have to say is very important, and you
will not want to take away from that. I don't care how much you know, or how
much better you think YOUR answer is, keep it to yourself. This is one of the
most damaging things new associates do on 3-way calls. They want to put in
their own 2 cents, but in doing so, they prove they have no respect for their
Director. This is really bad, because the prospect gets their opinion from you.
So if you show lack of respect, so will they. You need to set up the correct
posture and respect to help your Director close this sale for you. Don't ruin
it by speaking when you shouldn't. Zip your Lips!
Thanks - If you truly have the "Attitude of Gratitude", you
will be grateful for the time your Director has given you, and you will make
sure to take the time to say that at the end of the call, in front of your
prospect, to remind them just how lucky they are. This is very important. You
worked hard to edify and express your feelings about how much you respected
your Director at the beginning of the call... but this is where it really
shows. If you don't sincerely thank your Director for his/her time, then you
just proved that you don't really respect them, and that all the things you
said during the edification weren't true. Saying thank you is natural if you
truly respect someone. Make sure you say thanks.
You will know if you have done a good job during the
edification and thanks if your prospect butts in at the end to give sincere
thanks to your Director as well. That is the sign that you had perfect posture
and did a perfect 3-way!
Congratulations! You've devleoped proper etiquette, and have mastered the art
of effective 3-way calls!