Sales Management

Selling on the Phone

John Bradley "JJ" Jackson

01 Mar 2008 • 1 min read

Selling on the phone can be drudgery, but this is how the money is made in sales. It all starts with a phone call. Whether you are a full-time telemarketer or CEO selling the company’s vision, the telephone is the most potent tool in the sales tool bag.

Here are ten simple rules for selling on the phone:

Talk the customer’s language - Talk louder, softer, faster, or slower; in effect, mimicking the client's voice using inflections and tones where the client is most comfortable.
Use words that they use - This sometimes is called mirroring and helps customers feel comfortable. For some of us it happens naturally.
Smile when dialing- People can sense your happiness and will react positively to your positive attitude. Try looking into a mirror as you speak to see if you really look happy and, therefore, sound happy.
Repeat the customer’s name - This is “old school” selling. Use the customer's name at least three times during the presentation, and you will increase your chance of selling.
Customer “wants” trump “needs”- Studies show that people don't buy what they need. They tend to buy what they want. Good salespeople sell to wants before needs.
Keep the word "I" to a minimum - It is not about you and it is all about them. People who talk a lot usually talk about themselves and come across as being selfish and egocentric.
Testimonials - Use testimonials or third-hand references since they are far more believable than anything you can ever say.
Be polite – Always say thank you and please.
Be punctual - If you promise to call at 2 pm, be sure to call at 2 pm and not a minute late.
Listen - Ask open-ended questions. Then stop and listen.