{"id":15441,"date":"2021-10-18T11:00:49","date_gmt":"2021-10-18T09:00:49","guid":{"rendered":"https:\/\/diariodiunconsulente.it\/?p=15441"},"modified":"2023-02-23T10:56:02","modified_gmt":"2023-02-23T09:56:02","slug":"business-phone-calls-10-mistakes-to-avoid","status":"publish","type":"post","link":"https:\/\/diariodiunconsulente.it\/en\/2021\/10\/18\/business-phone-calls-10-mistakes-to-avoid\/","title":{"rendered":"Business phone calls: 10 mistakes to avoid"},"content":{"rendered":"

by Alice Alessandri<\/a><\/span><\/p>\n

Telephones<\/strong>\u00a0are a strategic work companion for many people: taking purchase orders, contacting potential clients, responding to requests or complaints are just some of the activities we can handle with a phone in our hands. Among these, the most complex is definitely the active search for new business opportunities<\/strong>: we have dedicated a whole section of our blog<\/a> to this topic.<\/span><\/p>\n

As already done<\/strong> for\u00a0e-mails<\/a>, we have created a simple\u00a0vademecum\u00a0providing guidance on business<\/strong> phone calls, <\/strong>which includes a set of\u00a0guidelines<\/strong>\u00a0to avoid mistakes on the phone.<\/span><\/p>\n

\"\"<\/p>\n

Photo Unsplash<\/span><\/p>\n

Mistake no. 1 – Starting in a negative way <\/span><\/h2>\n

The sentence you use to start a phone call is decisive<\/span>. There is a substantial difference between \u201cGoodmorning, my name is Alice Alessandri from Passodue, I was wondering if I could talk to Mr Rossi\u201d <\/em>and \u201cGoodmorning, my name is Alice Alessandri from Passodue, can I talk to Mr Rossi?<\/em>\u201d: in the first sentence all\u00a0verbs<\/strong>\u00a0are in the\u00a0past tense<\/strong>, whereas the action is in the present and this time shift expresses awe and distance.<\/span><\/p>\n

Instead, you need to convey\u00a0strength and confidence<\/strong><\/span>, avoiding also the use of conditionals<\/strong> \u2013 e.g. \u00a0\u201cCould I talk to XXXX?<\/em>\u201d \u2013 as a form of kindness. Be careful also with negative introductions<\/a>, such as \u201cSorry to bother you\u2026 I hope it\u2019s not a bad time\u2026 I\u2019ll just be 2 minutes<\/em>\u201d: being more direct and asking \u201cCan you talk right now?<\/em>\u201d is preferable.<\/span><\/p>\n

\n

Learning 1<\/i><\/b><\/span><\/p>\n

Prepare a kind and confident expression to start your phone calls<\/i><\/b><\/span><\/p>\n

\n

Mistake no. 2 – Not allying with the \u201cfilter\u201d<\/span><\/h2>\n

You have probably been asked the question \u201cWhat are you calling about?<\/em>\u201d by a switchboard operator<\/strong>. Avoid the \u201cnice guy syndrome\u201d who goes into too much detail<\/strong> and prepare a clear and concise reply<\/span> that reveals your need to talk directly to the person concerned. However, try not to give too little information and don\u2019t be too abrupt because of the request: if you don\u2019t give value to the \u201cfilter\u201d<\/strong><\/a> you risk having the door closed forever.<\/span><\/p>\n

\n

Learning 2<\/i><\/b><\/span><\/p>\n

Engage the person who answers the phone, he\/she will let you through <\/i><\/b><\/span><\/p>\n

\n

Mistake no. 3 – Using an uncertain voice or sounding too aggressive<\/span><\/h2>\n

Being aware of the quality of your voice<\/strong> is a determining factor for a successful phone call<\/span>:\u00a0volume<\/strong>,\u00a0speed<\/strong>,\u00a0rhythm<\/strong>\u00a0help you convey a balanced mix of kindness and resolution to your interlocutors.<\/span><\/p>\n

\"\"<\/h2>\n

Photo Unsplash<\/span><\/p>\n

Para-verbal<\/strong> communication <\/strong>is the mirror of your state of mind, therefore our advice is to do everything that might help you feel more confident and relaxed when dealing with a phone call, as for example sending an e-mail<\/a><\/strong>\u00a0beforehand to introduce yourself or to mention a mutual acquaintance. Finally, remember that your voice also depends on your posture: straight back, open chest and relaxed neck will convey determination and elegance.<\/span><\/p>\n

\n

Learning 3<\/i><\/b><\/span><\/p>\n

Take care of your voice as if it were an instrument, because it conveys your emotions<\/i><\/b><\/span><\/p>\n

\n

Mistake no. 4 – Not profiling your contact person before your phone call<\/span><\/h2>\n

Nowadays it\u2019s easy to find the name of the contact person<\/strong> to turn to: company websites, LinkedIn, events and mutual acquaintances can help us in this\u00a0research\u00a0<\/strong>which is essential to set up a customized phone call<\/strong>.<\/span><\/p>\n

Before making your phone call\u00a0deepen your knowledge of the company<\/strong><\/span>, so that you can ask\u00a0pertinent questions <\/strong>and make\u00a0clear and precise references<\/strong>. Be open to the dialogue<\/strong>\u00a0with your interlocutor, without any preconceptions.<\/span><\/p>\n

\"Business<\/p>\n

Photo by LinkedIn Sales Navigator on Unsplash<\/span><\/p>\n

The aim of\u00a0profiling<\/strong>\u00a0is to\u00a0understand who we are going to meet\u00a0<\/strong>and to get an idea of how we can help them with our products and services.<\/span><\/p>\n

\n

Learning 4<\/i><\/b><\/span><\/p>\n

Prepare your phone call collecting all the information you might need<\/i><\/b><\/span><\/p>\n

\n

Mistake no. 5 – Being the only one who talks <\/span> <\/span><\/h2>\n

Remember that, before answering your phone call, the person on the other end was probably busy in some other activity. Therefore it will take him\/her a few minutes to tune in<\/strong>. Start your conversation with a few words of introduction<\/strong>, then adjust the dialogue<\/strong> so as to engage<\/strong> your interlocutor.
\nA series of questions<\/strong> to understand your contact person, to gather insights and customize the following steps is preferable to self-referential monologues<\/strong>. Try to avoid the polling effect that you get when you ask closed, rhetorical or invasive questions. Show your genuine interest by asking open and respectful questions, aimed at understanding and giving others the space to express themselves.
\n<\/span><\/p>\n

\n

Learning 5<\/i><\/b><\/span><\/p>\n

Ask specific and precise questions, with a clear aim
\nLet the other talk
\n<\/i><\/b><\/span><\/p>\n

\n

Mistake no. 6 – Not talking in \u201cprofitable\u201d terms<\/span><\/h2>\n

There will be a time during the conversation when you will have to explain the reason<\/strong> of your call.\u00a0In order to catch the attention<\/strong>\u00a0of your interlocutors you will have to mention something they consider \u201cof value<\/strong>\u201d<\/span>, e.g. presenting a service that facilitates their work or that allows them to achieve better results. In other words you will\u00a0 have to highlight the\u00a0 benefits<\/a>\u00a0that you, your company and the services\/products you offer can bring to your potential customers. Therefore replace the boring lists of operational and\u00a0technical specifications<\/strong> with a list of the benefits<\/strong> you can offer, always explaining the advantages<\/strong> that your listeners can obtain by doing what you are suggesting.<\/span><\/p>\n

\n

Learning 6<\/i><\/b><\/span><\/p>\n

Make your interlocutors become the protagonists of what you are describing, anticipating the advantages you can offer them<\/i><\/b><\/span><\/p>\n

\n

Mistake no. 7 – Not having a clear goal<\/span><\/h2>\n

When you\u2019re making a business phone call you need to have a clear\u00a0goal<\/strong><\/span>, such as making an appointment, inviting to an event or planning a demo. Only with a prefixed goal will you be able to guide the conversation <\/strong>and make your potential client feel safe from any waste of time.<\/span><\/p>\n

Be ready for an\u00a0alternative goal\u00a0<\/strong>in case the main objective is not achievable, e.g. scheduling a new contact appointment<\/strong><\/a>. Planning your goals and dividing them into\u00a0small steps<\/strong> will help you not to show too much anxiety and not to force the issue.<\/span><\/p>\n

\n

Learning 7<\/i><\/b><\/span><\/p>\n

Set challenging \u2013 yet achievable \u2013 goals for your phone calls: only if you know where you want <\/i><\/b><\/span>to go will you get there<\/i><\/b><\/span><\/p>\n

\n

Mistake no. 8 – Not anticipating possible objections<\/span><\/h2>\n

During the conversation your potential clients might express\u00a0doubts<\/strong>\u00a0or raise\u00a0objections<\/strong>\u00a0about your products\/services or even about the convenience of being on the phone with you. Don\u2019t be afraid of this kind of confrontation because it\u2019s their way to tell you they need to be\u00a0reassured<\/strong>\u00a0and\u00a0convinced<\/strong>\u00a0about the convenience of continuing the dialogue with you. Prepare a detailed script<\/a> i.e. a summary of the phone call, where you plan what to answer to the prevailing objections: it only takes a few phone calls to register the typical doubts raised by potential customers.\u00a0Every answer is an opportunity<\/strong>\u00a0to convey the\u00a0value<\/strong>\u00a0of your offer and to highlight the\u00a0advantages<\/strong>\u00a0for your listeners<\/span>.<\/span><\/p>\n

\n

Learning 8<\/i><\/b><\/span><\/p>\n

Prepare in advance how to answer to objections and consider them as an opportunity to prove your differential value <\/span><\/i><\/b><\/span><\/p>\n

\n

Mistake no. 9 – Not keeping control of time
\n<\/span><\/h2>\n

Don\u2019t let the other take control of time<\/strong>\u00a0by ending the phone call with \u201cLet me know<\/em>\u201d and don\u2019t lose the rhythm of the relationship\u00a0<\/strong>with general statements such as \u201cI\u2019ll talk to you later<\/em>\u201d.<\/span><\/p>\n

Remember to make clear arrangements<\/strong>\u00a0which are your responsibility<\/span>, engaging your interlocutors with a question that commits them: \u201cI\u2019ll call you in 2 weeks, is that ok for you?<\/em>\u201d<\/span><\/p>\n

\"Time\"<\/p>\n

Photo by\u00a0Djim Loic\u00a0on\u00a0Unsplash<\/span><\/p>\n

It takes rhythm<\/strong>\u00a0and\u00a0perseverance<\/strong>\u00a0to achieve results from the commercial activity, especially when it is carried out over the phone. Dedicate a weekly set time<\/strong>\u00a0to make your phone calls, avoiding Monday mornings and Friday afternoons; if you have a telephone appointment<\/strong>\u00a0with a client, keep it at all costs!<\/span><\/p>\n

Then carefully organize the following steps and the\u00a0follow-up.<\/span><\/p>\n

\n

Learning 9<\/i><\/b><\/span><\/p>\n

Manage time with accuracy, care and elegance<\/i><\/b><\/span><\/p>\n

\n

Mistake no. 10 – Not updating the database of potential clients<\/span><\/h2>\n

All the\u00a0information<\/strong>\u00a0collected during a\u00a0new business<\/a>\u00a0phone call must be registered in the\u00a0database of potential clients<\/strong><\/span>. You will need it to\u00a0customize future contacts,<\/strong>\u00a0plan further actions<\/strong> to be taken and\u00a0share<\/strong>\u00a0all the details with the company.<\/span><\/p>\n

Take also note of the date of each contact, both to keep track of \u00a0your phone calls and to measure the\u00a0redemption<\/strong>\u00a0of your work. It is advisable to take note of the dates scheduled for the next calls, of the contact\u2019s state and of the agreements made. All these data will be useful to plan the next steps and to monitor the efficiency and the effectiveness of the action.<\/span><\/p>\n

\n

Learning 10<\/i><\/b><\/span><\/p>\n

Use your database to organize your action and to measure your results.
\nOnly if you know where you are can you get where you want.<\/i><\/b><\/span><\/p>\n

\n

Many sales professionals think that talent<\/strong> is enough to do their job.\u00a0<\/span><\/p>\n

\u2013 \u2013 \u2013
\nWe are convinced that to achieve excellent results you need to prepare and commit yourself everyday, especially when you are using a complex tool like the telephone.
\n<\/span><\/em>\u2013 \u2013 \u2013<\/h3>\n

P<\/b>S<\/b> Want to learn more about techniques for making effective phone calls<\/strong>?
\n<\/span>Check out the Best of sales calls<\/a><\/strong> section of this blog or contact us<\/a><\/strong>.<\/span><\/p>\n

Insight <\/svg><\/span><\/b><\/span><\/h2>\n

If you found this article interesting, take a look at the last post we wrote on the subject: <\/strong><\/em><\/span>Cold calling: getting past the filters.<\/a><\/p>\n

| partem claram semper aspice |<\/pre>\n","protected":false},"excerpt":{"rendered":"
We have created a simple\u00a0vademecum\u00a0providing guidance on business phone calls, which includes a set of\u00a0guidelines\u00a0to avoid mistakes on the phone.<\/p>\n","protected":false},"author":294,"featured_media":12865,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_post_was_ever_published":false},"categories":[90],"tags":[275,117,271,230,234,167],"class_list":["post-15441","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-best-of-sales-calls","tag-commercial","tag-commerciale","tag-listen","tag-phone","tag-relationship","tag-telefono","entry","has-media"],"yoast_head":"\nBusiness phone calls: 10 mistakes to avoid • 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