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Sales and Service on the Telephone

Tips for Telesales and Telephone Techniques

Are your telephony advisors using the right words and phrases, or do they sabotage their calls by inviting negative responses from customers?

Do they use the rapport building and sales “shortcuts” or do they take the long way around, lengthening average call times and losing sales.

Anyone that uses the telephone to serve and sell will probably know that a large part of their message is communicated by the way the words are delivered – the vocal signals, and the lesser part of the message by the actual words that are used – the verbal signals.

Depending on which research you believe, the split is somewhere around 70% vocal and 30% verbal when using the telephone.

This does not mean that we can ignore the words – on the contrary - because words make up around 30 per cent of the message, advisors must make sure that every word counts!

Traditional sales and service training focuses on the key skills of rapport building, questioning, listening, presenting products and closing – and these are still critical skills to any successful call.

However there are shortcuts to be had – easy yet powerful techniques drawn from the latest research in social psychology and behavioural science.  These techniques enable advisors to build rapport more quickly and move the customer through the buying process much more effectively – increasing sales and shortening call times.

We recently achieved a 20% increase in a company’s sales overnight by analysing advisors’ conversations with customers and then showing them how to use these techniques. What’s more – the training is fun, energetic and

To show you what we mean – let’s start by looking at the beginning of an outbound sales call - the sort we have all received at one time or another – they often go something like this:

“Good morning, my name is Sue, from ABC Limited; I am calling today to tell you about an exciting new product”

We all know how important first impressions are. We believe that the beginning of a call is critical because the customer decides whether or not they want to continue the conversation within the first 7 seconds!

Often advisors just say what they might say in a face to face meeting. This is simply not good enough. Can you spot the three small but noticeable mistakes in the example above?

If you are not sure, and you want to drive up the performance of your sales and service teams – then we can help.


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