1.    Never ask if it’s a good time to talk. This gives the other person a perfect excuse to end the call.  If you are unsure the person has time to talk, immediately state that the call will only take 3 minutes. When you give the person an exact time, be sure you stick to it. After the allotted time has passed, tell the customer and ask them if they would like to continue or reschedule. Using this practice allows you to demonstrate that you respect their time.

2.    Ask questions. People will never hang up on themselves.

3.    Use the person’s first name at least 3 times in every phone call. Who doesn’t like to hear their name said?

4.    When greeting people on the telephone, avoid using their last name. It makes the call seem too formal. Your objective should be to have a casual conversation, in the same way you would talk to a good friend.

5.    Use visually descriptive words to help paint a picture of what you’re saying. A phone conversation doesn’t have to be boring and stale.

6.    When starting a new telephone conversation, always give your first and last name. Never assume the person you’re talking to is going to recognize your voice or think you’re the only one with your first name.

7.    Watch your facial expressions by placing a mirror in front of you when you talk. It’s amazing how they come through over the phone.

8.    Add energy to your phone calls by standing up. Nobody likes talking to a “blah” person. People who have good posture tend to come across more enthusiastically than those who don’t.

9.    When you finish a conversation, always summarize it in the same way you would end a live meeting. By doing so, you can prevent misinterpretation of your discussion.

10.    Always allow the other person to have the final comment or question. Just because you’ve asked all your questions doesn’t mean the other person has asked all of theirs.

11.    Avoid negotiating over the phone.  Use it as a means of introducing, following-up on, or confirming information. It’s impossible to truly read body language over the phone so you lose a major negotiating tool. A phone call, however, can be an excellent way to introduce a new idea you would like to receive some feedback on. Many times, it will allow criticism to be gained in a less threatening manner than if it were to occur in a traditional sales call.

12.    Never use a speaker phone with a customer, even if they say it is permissible. Speaker phones add to the perception that the conversation is not important enough to capture 100% of your attention. (The only exception is when there is a group involved.)

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