Calls that Count
Advance Preparation
PHYSICAL PREPARATION
You should have the following items:
✔ Your List of Prospects
On the back of this week’s Daily Activity Cards you will list the prospects you plan to call that day. Also, you will have Prospect Cards that you complete
during the day. Be sure you have their name, telephone number and any
other relevant information you have on the prospect (person who gave you their name, etc.).
✔ Next Week’s Daily Activity Cards
Before each call, determine which day you will be working in the propsect’s
neighborhood. Have that day’s Daily Activity Card available so that you can
offer the prospect a choice of times for the appointment. When you agree on a
time for the appointment, immediately record it on the Daily Activity Card.
✔ A Copy of the Telephone Scripts and Answers to Objections
Be sure to stay on the script.
✔ Note Pad
This will enable you to record information the prospect gives you.
MENTAL PREPARATION
✔ Practice
ractice using the telephone procedure and scripts with a member of manageP
ment acting as the prospect. Video tape the practice interviews so that you
can analyze your progress.
✔Smile
Prospects can’t see you, but they can detect a pleasant and friendly voice on
the phone.
✔ Be Enthusiastic
our enthusiasm will encourage the prospect to talk to you. You are more
Y
likely to get an interview if the prospect senses that you have something
important to say.
✔ Be Confident
Assume from the beginning that an appointment will be granted. Confidence
has a way of coming through in your voice.
✔ Sell The Appointment
Sell the appointment. Don’t try to sell insurance on the phone. Avoid discussing current coverage. After you have secured the appointment, thank them for
their time and say “good bye.”
✔ Be Brief
Get to the point . . . don’t beat around the bush. Limit your call to less than three minutes.
Your Telephone Voice
No matter how good-looking you may be, no matter how well-groomed or well-dressed,
on the telephone the only thing that “shows” is your voice. For that reason the quality
of your voice and how you use it are very important in making a good impression over
the phone. There are several things you can do with your voice to make it more effective on the telephone:
Speak Directly Into the Phone
Don’t turn your head away from the phone, look out
the window, or glance around while speaking on the
phone. The moment you do this, your voice trails off
and the other person has difficulty hearing you. Speak
directly into phone at all times and you will be heard
more distinctly.
Speak Loudly Enough, But Not Too Loud
Don’t yell one minute and whisper the next. Some people do not hear as well as
others, so you have to adjust your volume up or down to accommodate them.
Then try to keep your volume at a constant level.
Maintain an Even Rate
A person who speaks too slowly over the telephone can be a bore. One who
talks too fast can be “nerve-wracking.” Ideally, a person should speak at a good,
moderate, understandable rate of speed.
Speak Clearly
Don’t mumble or run your words together. Every word you say on the phone
should be enunciated clearly. Be sure they can understand what you say.
Keep Things Out of Your Mouth
If you have a habit of chewing gum, putting something in your mouth, or biting your nails – don’t do it while you are on the phone. Also, don’t eat anything
while you’re making calls. You may not be aware of it, but such things can be
detected on the other end. Take everything away from your mouth the moment
you pick up the phone.
Make Your Voice Interesting
Add variety to your voice. A flat, monotonous voice is hard to listen to. By
using inflection and changing the tone of your voice to suit the meaning of your
words, you will add interest to what you are saying.
Improving your telephone voice is largely a matter of habit.
Put the points discussed above into practice in every phone call you make.
R-1756, Ed. 2-04