Acknowledge the following points on how to properly conduct yourself over the phone:

• Always start, answer the call with a smile on your face, no matter what. This

reflects through the phone and provides a cheerful tone.

• Be sincere - people can easily pick up on when people are acting fact

• Speak with your face in mind:

• If you were to have a face to face discussion with someone, they can pick

up on the visual cues of that discussion to read your demeanor. The same

is true for phone conversations = just because they can't physically see

does not mean that they're not imagining you. Use your voice to reflect on

the visual cues you'd normally use. This may seem like a slight

exaggeration at times.

• Don't interrupt the person - they just want to be heard so let them be heard

Sales Tips

First and foremost, taking calls and setting appointments for your business is the 1st

step in the sales process. Your objective should always be to schedule an appointment,

confirm appointments, and also to find out more information as to why they're not

scheduling an appointment (with respect to privacy).

• Never stop after the first 3 "no's" - always try to collect more information; unless

you get a HARD NO upfront

• We want them to book their appointment, so if they're not scheduling, we need to

find out why so we can address their concerns then get them scheduled

• Most rebuttals/no's are merely smoke screens to get you to hang up the phone

and end the call

• "Not interested" is not a HARD NO; it's a "I don't have enough information to proceed"

• 9x out of 10, people are uncomfortable on the phone as you caught them off guard

• People want to be heard. When collecting more information after a "no", repeat

back the concerns to the lead to ensure you understand their concerns THEN

address those concerns

• ALWAYS call to confirm appointments the day before and the day of

appointments

• People will naturally forget - do not rely solely on text and email appointment

confirmation |