by Tristen Taylor for HubSpot
When I think about different types of sales calls, some of the first terms that come to mind are terms like warm calling or cold calling. These are important to understand of course, but salespeople aren’t always going to call just to pitch to a potential customer — the job encompasses so much more.
Sales professionals not only convert prospects into buyers, they hold the power to negotiate, upsell, and even problem-solve after the initial purchase is made. In this post, I‘ll guide you through the different types of sales calls and the purpose they serve to meet your customers’ needs.
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What are types of sales calls?
- Introduction Call
- Discovery Call
- Demo Call
- Consultative Call
- Objection Handling Call
- Negotiation Call
- Upsell/Cross-sell Call
- Renewal Call
- Follow-up Call
- Loss Analysis Call
1. Introduction Call
This call is all about introducing yourself and your company to a potential customer. You’ll provide a brief overview of your product or service and try to gain their interest.
For example, if you work for a software company, you might call a prospect to introduce your advanced project management software and its benefits.
Questions you should ask during this type of sales call:
- “Can you briefly describe your company and its core business?”
- “Can you tell me more about your role and responsibilities within your organization?”
- “How do you envision measuring success or ROI if we were to work together?”
2. Discovery Call
The purpose of a discovery call is to gather information about the prospect‘s needs, challenges, and goals. You’ll ask open-ended questions to understand their pain points and determine if your product or service is a good fit.
You might have a discovery call with a prospect to uncover their current marketing challenges and identify how automation can help.
Questions you should ask during this type of sales call:
- “What specific challenges or pain points are you currently facing in your role/industry?”
- “How have you tried to address these challenges in the past?”
- “What outcomes or goals are you looking to achieve in the next [timeframe]?”
3. Demo Call
In a demo call, you provide a detailed demonstration of your product or service to showcase its features and benefits. This call allows the prospect to visualize how your solution can solve their problems and meet their needs.
For example, if you sell CRM software, you might conduct a demo call to show the prospect how your system can streamline their sales processes and improve customer relationships.
Questions you should ask during this type of sales call:
- “Which specific features or functionalities are you most interested in seeing during this demo?”
- What are the key metrics or success criteria you would use to evaluate the effectiveness of this solution?
- “What are the key decision criteria for your team when evaluating a new product or solution?”
Pro Tip: Your CRM could make tracking your prospect’s progress a cleaner, easier process. I personally recommend that your team leverages tools like HubSpot’s Call Tracking Software to automatically log every call in your CRM contact record, place and record calls within your browser, and record their movement through the lifecycle stages all in one place.
4. Consultative Call
A consultative call focuses on offering expert advice and guidance to prospects. You act as a trusted advisor, providing insights and recommendations based on your industry knowledge and expertise.
For instance, if you work for a financial consulting firm, you might have a consultative call with a prospect to discuss strategies for improving their investment portfolio.
Questions you should ask during this type of sales call:
- “What is your ideal timeline for implementing a solution?”
- “What factors do you consider when evaluating potential solutions or vendors?”
- “What are the key requirements or outcomes you are looking for in a solution?”
5. Objection Handling Call
During an objection handling call, you address and overcome any objections or concerns that the prospect raises. You listen attentively, empathize with their concerns, and then provide relevant information to alleviate their doubts.
For example, if you’re providing a security software solution, you might have an objection handling call with a prospect who is concerned about data privacy issues, or has recently experienced some type of data breach.
Questions you should ask during this type of sales call:
- “Can we explore potential solutions or compromises to address your concerns?”
- “Are there any additional information or data you would like to see to alleviate your concerns?”
- “What alternatives or alternative solutions have you considered?”
6. Negotiation Call
This call happens during the negotiation stage of the sales process when terms, pricing, and contract details are discussed. You negotiate to find a mutually beneficial agreement that satisfies both parties.
For instance, if you sell advertising space, you might have a negotiation call with a prospect to determine the placement, duration, and pricing of their ad campaign.
Questions you should ask during this type of sales call:
- “What is the budget you have allocated for this solution?”
- “Are there any specific features, services, or terms that are of particular importance to you? Any non-negotiables we should be aware of?”
- “Can you help me understand what specific value or ROI you’re looking to achieve with this investment?”
7. Upsell/Cross-sell Call
An upsell/cross-sell call is an opportunity to offer additional products, upgrades, or complementary services based on the customer’s existing purchase. You highlight the added value these offerings can bring to their business.
For example, if you work for a telecommunications company, you might have an upsell/cross-sell call with a customer who already has a basic phone line, to upgrade them to a more advanced package that includes additional features.
Questions you should ask during this type of sales call:
- “How satisfied are you with your current solution or product?”
- “Are there any specific requirements or preferences you have for an upgraded product or solution?”
- “How would you measure success with an upgraded product or solution?”
8. Renewal Call
A renewal call is made to existing customers to discuss renewing their subscription, contract, or service agreement. You demonstrate the value they’ve received from your product or service and address any concerns they may have.
For example, if you provide software as a service (SaaS), you might make a renewal call to a customer to discuss continuing their subscription for another year.
Questions you should ask during this type of sales call:
- “Have you achieved the goals or objectives you set out to accomplish with our product/service?”
- “Are there any specific budgetary or financial considerations that might impact the renewal decision?”
- “Is there anything we can do to make the renewal process smoother and more convenient for you?”
9. Follow-up Call
A follow-up call is a post-sale communication to ensure customer satisfaction and address any additional needs or concerns. You build relationships, gather feedback, and identify opportunities for additional sales or referrals.
For example, if you work for a printing company, you might have a follow-up call with a customer to see if they were satisfied with their recent order and if there are any other printing needs you can assist with.
Questions you should ask during this type of sales call:
- “How has your experience been since our last interaction?”
- “How satisfied are you with our customer support and the overall level of service you have received?
- “What additional features or improvements would you like to see in our product/service?”
10. Loss Analysis Call
This call is conducted when a deal is lost to analyze the reasons behind the prospect’s decision. You gather feedback to understand areas for improvement and gain insights to enhance future sales efforts.
For example, if you sell software solutions and a prospect chooses a competitor, you might have a loss analysis call to learn why they made that choice and identify areas where your product can be improved.
Questions you should ask during this type of sales call:
- “Thank you for considering our product/service. Can you share the primary reason you decided not to move forward with our offering? Were there any elements of our proposal, contract, or pricing that you found unappealing or unclear?”
- “Did you encounter any challenges or concerns during the evaluation process that we could have addressed better?”
- “If you were to consider our product/service in the future, what improvements or enhancements would you expect or hope to see?”
The importance of different types of sales calls.
Knowing the different types of sales calls is crucial for sales professionals to adapt their approach and maximize success. Understanding each call‘s purpose and techniques allows for better targeting and customization to meet the prospect’s needs. Remember, the context and exact nature of each sales call can vary depending on the specific industry, company, and product/service being sold.
