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Personal Development
  • Oct 29, 2021
  • 3 minutes



16 tips for better telephone technique

If you are reluctant to pick up the phone and drive your business each day, it can be a challenge to get traction. Communication specialist, Odile Faludi has some tips and examples on how to embrace making those necessary phone calls. Above all, it starts with a better telephone technique!

It seems like one of the simplest tasks - making a phone call. Yet it is a task so many professionals, real estate agents included, fear and fail at.

The key to better telephone technique starts with the following:

1. Familiarity breeds liking. Do your homework prior to the call and make it feel personal. Place the focus on your prospect, not you!

2. Google their name and see what comes up. Explore their LinkedIn profile and get a sense of the type of person they are. Wherever you have commonality take note of it and use it. If you went to the same University, support the same charity that’s great. Business conversations don’t always need to start on a business note. Make the call more relaxed and conversational.

3. If you care about being credible and intelligent, do not use complex language where simpler language gets the same message across.

4. Make your message memorable so you get the word-of-mouth effect so that the person you were speaking with feels compelled to share what you said to someone close to them.

5. In addition, facts, facts, and more facts. Know your facts and be able to quote the sources.

6. Have an element of surprise in your opening lines as people are not interested in what they already know. In the international bestseller, “Thinking Fast and Slow”, by Daniel Kahneman, he says, “We are able to communicate with each other because our knowledge of the world and our use of words are largely shared.” When someone has limited information about an event that affects them, they listen harder.

7. Carefully considering what you say before charging in like a wounded bull will prevent you from ruining the conversation and shutting it down before you finish your first sentence. This action alone doubles your chance of progressing the conversation to a place of mutual purpose.

8. Keep the conversation professional and on track. All conversations have exit points. Pause at the appropriate time and suggest a meeting. If you don’t know what you want, you will never be able to ask for it.

9. Therefore, create mental bookmarks for future reference. Always close the conversation with a clear commitment to the next step.

10. Ensure you “Start with Heart” and that your motive is in the right place. In conversation, it’s always the Why, not the content, of the conversation that arouses attention. Your desire to help and service the need of your prospect without self-interest is of paramount importance. We mirror what we see, hear and feel and therefore anything that is insincere is quickly picked up on. Ensure you always empower and make people feel happier from the conversation. Everyone should be a winner.

11. So how does one stay in the conversation? Remember, as you’re doing your best to make implications more apparent, tentatively keep speaking and sharing information ensuring the conversation moves in both directions. Your motive must be to solve the problem in a way that benefits you both.

12. Therefore, “Don’t sell past the next step … simply make it clear the purpose of your conversation i.e. a meeting and the benefit to the person on the other end of the phone. Clarity will always equal cash!

13. In other words, sometimes it can be too difficult just to pick up the phone, you need an icebreaker. Take the time to write a personalised, thought-provoking email that will serve as an introduction as to what you do. At this stage, you are not selling anything except an opportunity to meet to explore further opportunities.

14. By preparing a script lets you organise your thoughts before calling, but never read from it. It helps you avoid common mistakes and will give you more confidence. It’s normal to be a little nervous but don’t let those butterflies in your stomach get the better of you.

15. For instance, all athletes are nervous prior to a race, but they use that energy to win. It is during the first few seconds of a call that the customer forms crucial first impressions that will influence the rest of the call.

16. In addition, I always start off with “Hi, it’s Odile Faludi; from XYZ I appreciate you taking my call. Never start by saying, “Hi, How are you?” This is negative and will put people offside. Why would you care how a complete stranger is? This is a red flag you are cold calling.

Check out Odile Faludi on grinfer.com for her online program 

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