6 Keys to Successful Phone Calls

While it’s true that most entrepreneurs and small business owners dread making phone calls, it’s also true that when they are done right they can be one of the most effective ways for you to please your customers and grow your business. With that in mind, here are six keys to successful phone calls.

First, make warm calls, not cold calls. Let’s face it, everybody hates getting cold calls — and making them isn’t any fun either. Making a warm call means that you’ve already received an introduction and both you and the person you’re calling know someone in common.

Second, always ask the party if you are interrupting them first. Demonstrate respect from the beginning and use it all the way through your call. The more respectful you are, the more likely the person is to listen to what you have to say.

Third, always communicate in the language of the listener. People don’t care about what you have to sell or say. They do care about how it affects them. Make sure whatever you say has some relevance to your caller.

Fourth, remember to speak in terms of benefits. In case you didn’t know this, there are only four benefits that people buy. They will buy from you if you save them time; if you save the money (or make the money); if you provide convenience; or, if you give them peace of mind. The best thing about these benefits is that customers already know why they want them. It’s your job to make sure they know they can get them from you.

Fifth, establish credibility and relevance quickly. Get to the point so they know why you’re calling. You have about 10 seconds to convince them that they should be listening to you. If you mention one of the four benefits, there’s a greater likelihood that you will hold their attention.

And sixth, whether your successful or unsuccessful, always be gracious. If you have to make a follow-up call, be sure you do it when you say you will. And always make sure you start off with, “As promised.”