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A complete guide to mock sales call: Process, examples, best practices, and scripts

A complete guide to mock sales call: Process, examples, best practices, and scripts

Sales is a dynamic business activity. And it remains subjective from person to person. Every prospect you come across will come to you with some or other concern.

Though this can’t be mastered or mugged up, there are certain things that you can learn in order to deal with some common concerns of customers. One such way of learning this is through mock sales calls.

As a salesperson, you don’t want to go into a call blindly — especially if you’re newer to the game. Therefore, mock calls are crucial.  

Let’s learn more about it. 

What are mock sales calls?

Mock calls in simple words are practice calls conducted by the sales manager. It’s a part of reps’ training session, where the conversation takes place with their sales team trainers, speaking as if they were on a real sales call.

Mock calls are an unavoidable part of sales training that has been carried out for decades. Also, mock calls have proven to improve the efficiency of your sales reps. They help sales reps understand what’s to come and how to appropriately handle common issues as they arise. 

Hence, mock calls are very crucial. Let’s learn how to conduct these mock calls that can help you make actual sales call.

How to conduct mock calls?

If you want to start a smooth conversation with your prospects while cold calling, you need to follow certain steps. And below points will help you cover every aspect that you need to keep in mind before making a real sales call.

How to conduct mock calls

Step 1: Help them understand your product/service from the core

An effective initial step for any newbie’s training in the sales team should be educating them about company offerings.

Sales are all about introducing products/services to potential customers. For this, it is obvious for the salesperson to have a clear knowledge of the products and offerings list.

There may be a case where teams are divided on the basis of specified products or services.

For instance, a company offering multiple products like UX/UI designs as well as digital marketing services may have divided its sales team into two parts. One focuses on UX/UI design and the other on digital marketing services.

In such a scenario, the reps selling UX/UI designs should know about the basics of digital marketing services too in order to never miss any potential customer. These sales strategies can help your team develop expertise on both fronts.

This can be executed only when the rep is trained and educated totally about all the services and products that the company offers.

Hence, it is important to start with training the salespeople on the products/services of the company.

Step 2: Prepare notes on Ideal Customer Profile (ICP) 

After learning about the company’s product/services, it is vital to help the salesperson understand the criteria and picture an ideal customer.

Not only efforts but efforts in the right direction and with the right audience will help salespeople achieve their goals. You need to form a picture of an ideal customer for your sales rep to target the same. 

An ideal customer can be considered as a hypothetical avatar of a customer who has a need that matches perfectly with your solution and ends up being your profitable customer.

For instance, being a real estate agency, you will target business entities, brand owners, and so on for your commercial complex. Whereas you’ll target individuals for your residential complex. 

This way, you’ll be able to grab more customers for your business. Hence, make sure to prepare notes on the ideal customer profile. 

Step 3: Be ready for questions 

As a mock call trainer or even the trainee, you must be ready for questions.  

As a sales rep or trainee, you need to prepare yourself for the questions that will be thrown up at you by your manager. You need to have a clear understanding of your company’s products and services to answer these questions thoroughly.  

These questions will increase your knowledge of the company and will prove to be the best exercise to make you an expert in your domain. 

As a sales manager or trainer, you need to prepare yourself to put up some common questions which the trainee or the rep will face while practically making calls. These questions will help the reps stay prepared with the best answers and at the same time, will make them aware of the familiar concerns.  

This way, you need to prepare for questions. 

Step 4: Choose your ideal environment 

While conducting a mock call, choose the right environment. 

You need to make sure that you’re choosing a good place that is comfortable and quiet, so it doesn’t become a hurdle during the mock call.

It is preferred to use a cabin with normal temperature and appropriate gadgets to practice the mock call effectively.  

For instance, practicing a mock call on your desk where other colleagues are making calls, and it’s a common area having multiple desks and people interacting among themselves will create a lot of disturbance for your mock call.  

On the other hand, when you choose a cabin with proper room temperature, comfortable furniture, proper headsets or earphones, and a good network. You’ll be able to deliver your best during the call. 

Hence, it is important to choose your ideal environment. 

Step 5: Hit the call and record 

While making mock calls, remember to record your call always.  

Both rep and manager benefit from the recording. These recordings will show the journey and progress the sales rep is making after every mock call. 

You can use CRM for experiencing an inbuilt sales recording app, or many times you need to download a separate call recording app. 

Hence, you should record your calls. 

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Step 6: Listen to recordings and prepare a list of improvements

This is again a very useful exercise to practice.   

While listening to your mock calls, you need to take time and space to focus and analyze the areas of improvement during a call. 

It can also help you to have a definitive reference for where there’s the most room for improvement. 

As a salesperson, you can rate your language, answers and topics, speed of words, tone, and many such areas. 

You can listen to your recordings and analyze your strengths and weaknesses.  

It is one of the most crucial steps of making a mock call. 

Step 7: Discuss with fellow salespeople and the team lead

The last step of conducting an effective mock call session is discussing the mock call pointers with your teammates and team lead. 

The areas of improvement you detected can be discussed by your fellow salespeople and team leaders as they will be contributing majorly to help you improvise on the same.  

You can discuss your mock call session. Interact with your team on how they make calls. What areas are crucial? And many more 

Hence, discussing with fellow salespeople and team leads will be profitable for you. Once you have gone through these steps, you can learn more about executing effective sales calls in this blog.

Mock sales call examples 

Here are some of the mock sales call examples for your understanding. Let’s start with these insightful examples:

1. Simple outbound call

This video is a live example of an outbound mock call. It is concise and simple to understand.   

2. Sales call example

This video is a great example of a sales call. You can learn some of the most important parts of sales calls. Use these pointers in your next sales call.  

There are more such mock call scenarios ahead. Let’s learn about them.

7 mock call scenarios you need to prepare

After learning about effective and successful steps for conducting mock sales calls. Here are some of the most helpful and common scenarios for conducting an efficient mock sales call:

1. Warm call 

Warm calls are the point of contact with your potential customer where the initial contact has already been made. This initial contact can be made in the form of an email campaign, a referral, or a meeting at any event or conference. 

During warm mock calls, the initial call works as an icebreaker. Warm calls are easy as compared to cold calls.

2. Cold call 

Cold calls can be understood as an initial unexpected call to a potential customer. This type of mock call is supposed to be the right call for the trainee or the newbie to get familiar with the sales call content. 

Sales reps can get acquainted with aspects like introductions, pain points, objection-handling, and getting to the point quickly. 

A cold mock call is an average sales call to teach general structures or basic cold call scripts to the sales reps.

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3. Reminder call 

As the name says, it’s a reminder call for your clients. Here, the sales rep calls the clients to remind them about their scheduled meeting. This meeting can be a virtual or an in-person meeting.

The remainder mock call will emphasize meeting details like location, meeting link, date and time, meeting participants, and so on.  

4. Sales appointment call 

This is a very crucial step during the sales process. Here the reps are supposed to call the client at the agreed time to have a business discussion. Sales appointment calls ensure that your client never misses out on any important appointment.

This call will have the content that the rep is planning to offer the client. 

5. Follow-up call

Follow-up mock call basically lets the rep check upon the client’s reviews on your product/services. This call monitors the progress of the customer’s journey towards your product or service.

You can measure the lead’s position through this call for your products and services.  

6. Dealing with a gatekeeper  

Salespeople know that there are always certain prospects that refer us to their higher authorities or to the most relevant person. This mock call will help the newbie and the sales reps deal with such kinds of people, also be called gatekeepers. 

Given access by this gatekeeper will make your work too easy to contact the right person. Hence, the rep mock call here should focus on not letting the prospect cut the conversation but instead gain a new link out of it. 

7. The bargainer 

There’ll always be a client who’s asking for the discounts. The mock calls for such clients should focus on emphasizing the value for money and after-sales service.  

As a salesperson, you need to make them believe it’s worth the price you’re asking for. You can also consider offering a sample/trial of your product or service.  

These are the different scenarios that you can use while conducting mock calls.

5 Best practices to conduct mock calls  

Now that you have known the steps and types of sales mock calls are to be conducted. Here are some of the best practices to conduct mock calls –

practices to conduct mock calls

1. Implement a CRM sofrawre

Conducting mock calls requires a lot of things like a proper mobile phone, good gadgets, a call recording app, and so on. 

A CRM is a one-stop solution for conducting mock calls. An ideal CRM provides a built-in calling feature that lets you dial for the app itself as it offers a virtual phone system. Moreover, you can also use a power dialer to improve calling productivity.

Moreover, by implementing a CRM, you can easily record and track your calls for training purposes.

2. Pick and get into a character

As a sales rep, while making the mock calls, you need to get into the character and the scenario. You should create a scenario for yourself where you know exactly who you’re portraying during the call.

You should answer questions like who you are, which company you’re working for, what’s your position, and what is product/service you’re offering to the prospect.  

This will create more realistic scenarios. Being in character will help you not only focus on call content but also on your call tone. You can even work upon your mental and emotional presence during mock call practice.

3. Work on timing

During mock calls, focus on the timing. By timing, I mean the length of the call and also the flow of conversation.

Knowing when to speak and when to let them talk is key to a good sales call.

You cannot talk for a long period while talking to a prospect who’s running out of time. You have to script your cold call as short and sweet. At the same time, you can keep your remainder calls very precise and quick.

And, your sales appointment calls will be 30-45 minutes as they’re going to be meeting calls. This way you have to pay attention to the call type while performing the mock calls.

4. One thing at a time

While practicing mock calls, you need to focus on one thing at a time.

By this, you can consider working on one service at a time, working on the script at another time, and so on. You can focus on one aspect of the call at one time.

This way you can even work on your loopholes. It is a great way of working on oneself. 

5. Use a better headset

One of the best practices while performing mock calls is using proper gadgets. Imagine having a headset or earphones that have technical issues or the ones that are not connecting with your device.

This will be problematic for you to record and re-use for future references. Hence, it is important to use effective tools.

Best mock sales call scripts

Below are some of the sales call scripts for your reference. These scripts will turn out to be the most helpful ones.

1. Outbound sales call script: Overcoming the gatekeeper

“Good morning! This is Claire from Xeno company, may I know who am I speaking to?”  

“Hi, this is Susan. Assistant of Mary Thomas.”

“Hi Susan, I need to talk to Mrs. Mary. Is she available at present?”

“I need to check. Can you help me know, what this call is in regards to?”

“It's in regard to our latest offer, where we are letting our selected prestigious customer upgrade their annual plan for free.”

(Give a gist on the topic, so that you don’t have to repeat the whole thing twice)

“I see. She seems to be occupied with another call at the moment. Would you like to leave a voicemail on the same?”

“It would be better to talk directly to her. So, can you help me know if she'll be available anytime soon?”

“I am not sure, let me know if I can convey her things.”

“Actually, it’s a limited-time offer and is only for selected customers. Hence, I don’t want her to miss out on this. I don’t mind waiting for five or ten minutes.” 

“Sure. Let me check with her, hope she’ll be available soon.” 

“Great. I’ll wait for her”

Here, Priya (salesperson) overcomes the gatekeeper and manages to connect with Mrs. Mary Thomas. Here, as a salesperson, you have to be polite, and patient and create urgency along with emphasizing your topic to discuss for you in order to complete the task. 

2. Outbound sales call script: Cold call  

This is a cold call script that you can use while conducting your mock calls. It is simple and easy to implement. 

“Good morning! This is Claire from Xeno company, may I know who am I speaking to?”  

“Hi, this is Susan. Assistant of Mary Thomas.”

“Hi Susan, I need to talk to Mrs. Mary. Is she available at present?”

“I need to check. Can you help me know, what this call is in regards to?”

“It's in regard to our latest offer, where we are letting our selected prestigious customer upgrade their annual plan for free.”

(Give a gist on the topic, so that you don’t have to repeat the whole thing twice)

“I see. She seems to be occupied with another call at the moment. Would you like to leave a voicemail on the same?”

“It would be better to talk directly to her. So, can you help me know if she'll be available anytime soon?”

“I am not sure, let me know if I can convey her things.”

“Actually, it’s a limited-time offer and is only for selected customers. Hence, I don’t want her to miss out on this. I don’t mind waiting for five or ten minutes.” 

“Sure. Let me check with her, hope she’ll be available soon.” 

“Great. I’ll wait for her”

A basic guide for creating a mock call script

We have created the below infographic to help you understand how you can easily create a mock call script for different scenarios.

mock call script guide

Conclusion

If you have been facing problems making sales calls, then I hope that this article provided helpful information on conducting mock sales calls. By implementing these practices, you can ace your sales calls, enhance your selling skills, and become a top performer!

Dhanashree Pal

Dhanashree has been into writing since her teens. She believes writing is the best way to express and explain everything happening in this world. Reading and imagining are something she can do for hours. Enthusiastic about exploring new places and food. Young and hopeful of becoming better with every passing day.

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