Psychology of Sales: Acing the Phone

When you become masterful on the phone, you can close more sales, book more sales appointments, and increase your bottom line, making you a true asset to any sales team. Check out these tips for acing your phone time.

Step 1: Focus Fully and Completely

Multitasking is simply not an option when you're on the phone - you've got to give phone time your undivided attention. That means you're not doodling, you're not on Facebook, and you're not watching your cubicle neighbor do his impression of a crazy monkey. You're alert, attentive and fully focused on the person on the other end of that line.

Step 2: Smile While You Speak

Yes, it may well be the oldest tip in the phone sales book (so to speak) but there's good reason for it - it works! Consider that you'd never greet a friend or pop in on a business in person without a smile on your face, so why would you skip the smile via phone? Do it, it works.

Step 3: Pay Attention

Active listening is the key to successful phone work. Pay attention to the person's voice (what does it tell you about their mood, how they feel about their job at the moment, their reaction to you and what you're saying), their name (who were you speaking with? Can you effectively use their name when speaking to them?) and their message (is the person you're attempting to contact unavailable because he or she is on vacation, or just at lunch right now? Should you leave a message, or just try back later? Is it possible to contact that person right now by cell phone?). You can't get past the gatekeeper if you overlook this one key step.

Step 4: Take Notes if You Must

If you have a short-term memory that's lacking, take notes if you must. But keep your notes orderly or organize them (or enter into your contact management database) at the end of each call or block of calling time so you can make sense of them later.

Step 5: Skip the Autodialer (if Possible)

While it's true that autodialers can make life easier, and that they've come a long way since their inception, they still have a long way to go and it's easy to slip up or keep someone waiting (Hello? Hello? Can you hear me now?) if you're not completely familiar with the workings of your autodialer, so it's best to skip it entirely.

Step 6: Don't Take a Quick "No"

Don't take a quick "no" over the phone - practice overcoming objections so that you can execute each call smoothly and effectively. This is truly a necessary skill, whether you're trying to book a sales appointment, conducting telemarketing or simply returning a call.

Step 7: Reciprocate

Remember to use these same tips whenever you answer your phone - not just when you're making outbound calls. That will ensure that you ace every call back you receive.

You're sure to ace every call when you follow these simple seven steps. Good luck and now go forth and close some sales!


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