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Joe Ingram, Phone Sales

TSE 1215: Three Ways To Make You More Successful Selling Over The Phone

Joe Ingram, Phone SalesHave you ever tried selling without being in front of someone? Three tactics to successfully sell over the phone include building relationships, choosing the right words, and knowing the right speed.

Joe Ingram is a sales genius who uses an intellectual approach to sales. Joe realized that phone conversations play an integral part in the process and many people are missing this key point by looking at the training cycle and sales industry.

The average individual in the U.S. touches their cellphones 2,500 times a day. It’s very observable when you walk into Starbucks. Nobody would even notice you walked in because they’re looking at their phones. We are continuously on the phone. 

While using email is a good way to communicate, the product is only perceived as great up to a certain price. Sending out a well-written email is a good marketing strategy but there’s a big difference in sending emails and talking to somebody over the phone to get the call to action to take place. If the price goes over a hundred dollars, then you need to make a phone call. The way you present yourself and your company, during the phone conversation, will determine if the potential client is going to purchase the product. 

Communicating over the phone

Communication has several elements. As a speaker, you need to be able to perform all of them to accurately get your message across. 

55% of communication comes from body language. The person you’re talking to is watching the way you move during the conversation. For example, when we were at school, we observed how our teachers moved, paid attention to the things they pointed out, and more. All these signals conveyed to us what they felt, what they meant, and what they were trying to teach us. 

38% of communication comes from tone and inflection. You can say the same thing but use different tones to convey a whole different meaning. Tone and inflection tell your client what to pay attention to. 

7% of communication is based on the actual words we use in a face-to-face conversation. In a phone conversation, you lose 55% of your ability to communicate because your client can’t see your body language. Because there are many disconnects over the phone, salespeople tend to veer away from calls as a channel to making a sale. Without body language in phone conversations, you’re left with 80% tone and inflection and 20% words. Based on that percentage, it would be easy for a phone conversation to go badly if the right tone and choice of words aren’t being expressed well. 

As a salesperson, you can’t sound like a customer service provider. 

Many cell phone providers don’t sound excited over the phone because they’re not trying to make a sale. They are talking to you because you need something from them, and regardless of their performance, they know you will not drop the conversation. 

You will tolerate a mediocre to poor performance to accomplish your goals. There’s no selling involved. However, it’s different when you tell them you’re canceling your subscription. You immediately get transferred to someone on their sales team and suddenly, the conversation takes a turn. Their goal is to make you feel better and they want you to feel good enough to stay.

Joe sees this in a lot of companies. They teach their sales department to treat everyone like customers, even though people who are still prospects need to be approached differently.

Building relationships through your phone

Building a working sales relationship takes time. The easiest way to start is by phone as it allows you to hear and understand each other. Joe has worked with companies who are able to make sales using phone calls. 

When Joe was working as a manager in Chrysler Dodge Jeep, he had an employee named Jay. He spoke four languages and it was difficult to understand what he was saying. Jay was able to sell 20-25 cars each month while maintaining great customer satisfaction and profitability, all because of his body language. He made sure that potential clients felt safe during the sale. His clients watched his mouth when he spoke because it helped them to understand him better. Joe knew his customers needed this visual cue so he didn’t talk over the phone but preferred to conduct a sales transaction in person. because then the customers won’t be able to look and see what he’s trying to say.

Joe teaches people how to use better words when talking to prospects. 

Choosing the right words

Our subconscious mind cannot process the negative part of what we’re saying. When we’re told, “Don’t think of a kitten,” our mind zeroes in on the kitten, the opposite of what we’re told. The same thing is true when we tell our clients, “No problem.” Their subconscious mind picks up on “problem” and you want to avoid that. 

A simple strategy is to replace  “No problem” with more positive language. For example,  “my pleasure,” “certainly,” and others. Create a positive mental picture in their heads. Couple your words with great tone and inflection to deliver a good message. 

When a company calls and inquires about your business, don’t think of it as someone trying to buy a product. Instead, think of it as someone who is calling with a list of companies in mind and they’re trying to see if yours is the best.  If they talk to you and you aren’t using the right words or tone – don’t expect your company to be considered. 

If I can’t get your prospects to have a face-to-face conversation, your next best option is a phone conversation that allows you to build rapport

Texts and emails are the segues to get you to an actual phone conversation. If you can sell and close a deal over the phone, then great. If you can’t, your goal is to set a face-to-face appointment. 

Choosing the right speed

You need to consider your speed when talking over the phone as well. Speak based on how the person on the other line is speaking. Be slow in speaking when you’re talking to somebody who speaks slowly. Adapt to the person you’re talking so you can deliver your message in a way they can understand. Listen to their words and use them when you respond. If they are looking for significant discounts, then use the exact terms when it’s your time to talk. 

This is how you show empathy in your conversation. You abandon the phrases or words you’d like to say for those the other person wants to hear. As a salesperson, the way to successfully sell over the phone is to be who your client needs you to be. 

You’ll find many of the same skills you use in a closing face-to-face can be used on the phone.

“Three Ways To Make You More Successful Selling Over The Phone” episode resources

Reach out to Joe Ingram via his phone number (+562 548 526). You can also check his website, 

You can also reach out to Donald via LinkedIn, Instagram, Twitter, and Facebook for any sales concerns. 

This episode is brought to you in part by TSE Certified Sales Training Program. It’s a course designed to help new and struggling sellers to master the fundamentals of sales and close more deals. Sign up now and get the first two modules for free! You can also call us at (561) 570-5077. 

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Tyler Welch, Donald Kelly, The Sales Evangelist

TSE 404: Sales From The Street-“Using Phone To Convert Sales”

What can you do to better convert your leads during phone conversations?

Taylor Welch, Donald Kelly, The Sales Evangelist Today, let’s talk about perfecting your phone sales or at least fine-tuning your phone sales skills so you can do way better at it, get the right clients that you want, and get more closes.

Our guest on today’s episode is Taylor Welch. He is an entrepreneur and the Co-founder of Traffic and Funnels where he runs the copywriting side of things while his partner is in charge of paid traffic – a perfect fit! They work with service-oriented clients through a consultative coaching approach. They basically build funnels to produce inbound clients, applications, prospects, and help them build a system that can do a lot of the heavy lifting of the sales process.

Here are the highlights of my conversation with Taylor:

Taylor’s coolest sales experience when he was the customer at a Lexus dealership

The biggest mistake people make with converting online leads through phone:

Getting on the phone with the wrong people

The people who invented the “direct response” world didn’t get motivation from writing the most potent copy ever, but it was to get in front of the right people. Choose a hungry market and a starving crowd. Repel the wrong people so you get on the phone with the right ones and not spend time deluded with the wrong type of market.

How to repel the wrong people:

  1. Be specific and on purpose about the type of clients you want to work with.
  2. Make them sell themselves into buying your product/service.

Let them apply to work with you to see if both of you are a great fit or not. Someone spending time and investing time with you, your brand, and your company is a prerequisite to them buying from you. Flipping it around where they fill in the application and there’s a chance they’re going to get rejected, they would sell themselves into buying something.

The next steps:

  1. Ask questions and figure out people’s challenges, their goals, and is it realistic that you can help them.

Cancel clients who are bad fits upfront shows that you respect their time. Then you make room for more people who might be a good fit. Using a script as a guide, get all information and things that people don’t want to talk about like their revenue numbers.

Your job is not to sell them but to help them make the right decision for their business and their life. You can’t do that without knowing some details behind where they are.

  1. Find out what is holding people back and what’s keeping them from hitting their goals.

What’s stopping them? The people who fight their way back from that always buy.

  1. Get people to be empowered at the end of the call to decide on what they need to do.

It’s a win for you even if they say no. That means you won’t have to work with people who are not the best fit. Don’t pressure people to make a decision on the phone.

Strategies for following up:

  1. Set up the following meeting on your first call.
  2. Show people you’re as authentic and integrity-minded as possible.

** Taylor’s company asks for deposit for clients to show they’re serious and they’re not screwing around. They make that deposit refundable so at the end of the day, they’re working with people who are at the top of the game and not just making the decision to work with them because they didn’t want to lose their money. They also don’t make time-based pricing because at a certain point it becomes unethical.

Strategies for doing phone sales:

  1. Start your day with rituals that keep you consistent.

Whether you do visualizations, affirmations, or readings, when you do these, you carry confidence with you the rest of the day.

  1. Be able to control how you feel about the process.

The big thing is mental. If you can control that, then you’ll be better at closing.

Taylor’s Major Takeaway:

Control how you feel about the game by insulating yourself with those rituals. It’s so rare for someone to have the consistency in their morning rituals. Even evening rituals determine how you start the next one. Be consistent.

Episode Resources:

Check out their website and watch their interesting video about how to position yourself and create the “velvet rope” system as well as their KPIs and some behind-the-scenes into their personal funnel to see how it works.

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