Selling to Anyone Over the Phone

Maintaining Professionalism

1. Do not eat or drink while on the phone.

2. Avoid vague wording such as “Yeah,” “No problem,” “We can do that,” “No,” “It’s policy,” or “No worries.”

   Instead, use “Yes,” “I’ll be happy to take care of that,” “It’s a pleasure,” “We’ll take care of that,” or “Here’s what we will do.”

3. Use can-do language by phrasing points in a positive way. Negative phrasing is insulting, even though you are trying to describe your customer’s problem.

   Here’s an example: The following phrase will sound negative to a customer: “I understand that your service people aren’t converting service calls into sales leads.”

   The following phrase will sound positive to a customer: “With a little training from us, your service people could be creating sales ...