10 things that only telephone sales people know

10 things that only telephone sales people know




phone salesAll professions have their speacial skills and routines that they do all the time. Telephone sales is a profession that divides the opinions of people, no-one likes them because all of us have at some point bought stuff over the phone even if first we DID NOT want to at the start of the call! Interestingly, it is a profession where you are either good or then you don’t have a job, because you cannot take excuses to your boss. He is like the bank, he does not care about the excuses, only good results matter or then oyu are fired! Whether it is vitamins, supporting socks, magazines, cable-tv subcriptions, oil additives or any types of techno-mumbo-jumbo you are selling, you are most likely aware of the following things that mere mortals might not even contemplate upon.

 1. The lapse of time.
All call-programs are different but most of them call automatically the list. It means that most of the workday you will be waiting for people to answer the phone, which means that you can do other things meanwhile, like surf on the internet (or write this article), scratch your belly or just watch the screen in a zombie-like manner. After doing the job for long enough, you will start to have the clock-work-like ability to know exactly when the phone has been ringing for 30 seconds (or whatever the treshold might be), which means that it is time to call the next customer.
2. No does not mean no.
This is where semantics comes to the picture. Naturally, some people mean what they say. This, of course, is different for telephone sales-people, as they only hear what they want to hear, which is why in this context, no does not mean no. The second no is also not a real no, it is just a reality check to see if you believe the resisting clients excuses. Consequently, any skilled master communicator who has been trained in sales knows that resistance is a sign of lack of rapport, therefore it is just a signal to keep on pitching. Now depending on the working place, the third no might start to mean that the person actually is not interested in the product or service being offered. In some cultures, however, it is normal to keep on pushing until you hit the sale or the resisting customer ends the friendly phone conversation.
3. It’s not personal, it’s business..
Imagine the following situation: You have been working the night-shift (or been partying the whole night until the dawn) and gone to sleep at 5 am. Then at 9.15 am, 4 hours later, the phone starts ringing. It is ringing, it keeps ringing and it sounds in your perception that it has been ringing for ages or even for centuries. You really don’t want to but at some point you pick up the phone, just to find out that there is a high-energy phone-sales person on the other side of the line and they will not stop at the first no. Here is where one’s true character comes to the surface, if you really just don’t care, you will just press the red button on your phone or then you will listen for awhile. The danger is that the more you listen to the sales pitch, the more likely you are to buy whatever they are selling so you might just want to decline the offer immediately. How many of us has accepted to “receive” a free gift on the phone, just to notice 3 months later that you have a supply of vitamins or supporting socks coming in the mail every months without the possibility to end the subscription for another year? Talk about free will at this point….
4. People are stupid and on top of this, liars! Telephone sales people on the other hand, are perfect workers!
We all might not agree on this one but I have heard from multiple sales managers that people are stupid and they do not know what is best for them and what they should buy. To be specific, one supervisor once said that 85% of humans are stupid. That might seems like a subjective statement but after all, it just depends where on the Gauss curve one is situated. So if an IQ of below 100 is considered stupid, then half of humans are stupid. A mensa member would be considered almost as a genious for someone walking around at an IQ score of 100 but on the other hand, an American (or British/Australian/Chinese) mono-lingual who barely qualified to mensa would most likely be laughed at by “average” Finnish, Swedish or Chech poliglot Ice-Hockey Players (see this or this) so the measurement of intelligence will remain biased    Naturally, they should buy the product or service you are selling but let’s face the reality, a stranger calls you and asks a specific questions about your consumption or if you have any gold in your belongings that you would want to “recycle”, would you tell them the truth straight away? After all, it could be a burglar, a crook or a conman who is determining if you are a good target for a special mission. This is when the rule of 3 no’s kicks in again, see number 2..
5. The ring of the “sales-bell”.
That sweet bell that indicates that a sale has been done. Depending on the company, the information might be location-wide or whole company-wide, which means that you will know when someone made a sale in Stockholm. Or in Helsinki Even if you know you did not make the last sale, you still feel inclined to watch the screen in order to find out who did!
6. Looking up to the screen just after you pressed the send button on your last sale.
You know it will come to the screen but still you look at it while it forms the letters of your name to the screen! Oh yeah, that is me!!
4. If you are not calling all the time, the floor manager will come and tell you that. It is almost as if you
5. Your manager does not care about you.
He only cares about the figures. For him, you are only a resource that can and will be used for personal gain. Remember that what is best for the company might, and at some times, they will be used against
6. Leave your brains in the lobby…  No thinking allowed here… 
Every new sales job starts with a sales script. If you are not following the script and you want to do your own thing, the manager will come to you and prompt you to use the sales script! After all, it has been tested and found to be useful in order to generate a massive amount of sales! In phonesales, it is almost like a holy document, as it needs to be followed strictly due to all the legal issues that might emerge fr autopilot.
7. You just don’t care about rejection.
You cold call someone and they start yelling at your face. Does it affect you? Well of course it does. Do you care about it ? Probably not. One of the most useful consequences of being in telephone sales is that you don’t take stuff personally anymore. No matter what happens, it’s OK. You take it, its OK. You think that I’, an asshole cos I don’t know you and I want to sell you something, it’s OK. This mentality might translate successfully into some other areas as well, especially with guys. Imagine how useful it is to not care or take personally things that happen when you are  out in a bar or in a night club while picking up girls. Then your list is the different social circles that are around you. You go talk to the first group of girls, they are not interested in you, BOOM, you go to the next group. After talking with them for a while, the girls go crazy after hearing their favorite song and they run to the dance-floor. SHOOSH, you approach the next set of girls, say that one of them has a special style and that you are sure she would find a friend of your interesting, that they would be a really nice match, which you thoroughly explain why, and you keep on talking. Her hot drunk friend tries to speak to you but you say that  She gives you
Results are being compared now and they will also be compared tomorrow. The person who sales the most, has the highest salary. If there is not a commission system in place where a part of the sales is being acquired by the seller, it is not a real sales job.
8. Only results matter
Sometimes it just is your day. The first call you make, turns out to be a good  all and you open your sales directly. Before your first coffee-break, you already have sold 3 units of pre-coffee-roast-dryers or automatic ambidextrous-back-scratch-devides.
 On the other hand, sometimes it just is not your day. It seems and feels that everything you do, just doesn’t work. Things don’t work out your way and it might even feel that previous things also fall apart. We all have these days and we just have to go through them. Perseverance is the key to success.
9. Mindgames.
If they refuse and are about to cut the call, you cut them first! In that case, even if they refused, it was you who ended the call! It will leave them thinking, what just happened? If they are not interested, you can tell them that actually you don’t even want to sell the product to them. Use reversed psychology. Reject the rejection, when someone yells to your face, yell them back that let me explain what this is about! If it becomes a yelling competion, compete and win the competition.
No matter how good you think you are, your sales manager (or your boss) only thinks that you are as good as your daily sales. Well ok, if you are the salesperson of the month and you have already reached your sales quota, then it’s fine.
10. The most flexible communicator always wins
Are you listening to what the customer is saying? Are you really solving his problem? The point of selling any product is to provide value to the customer. Is your service providing enough value to the customer? A good salesperson can sell a bad product but an excellent salesperson doesn’t sell the customer a product, they solve his problem. If the product that you are selling is so good, that you have 100% confidence in it, then you can guarantee the results. And if the results don’t come, then the customer should’t have to pay for it. Well an excellent salesperson wouldn’t have to work selling a bad product, they would sell themselves to a company that sells an excellent solution and then would sell that service.
What is a Z communicator?
z communicator is a global communicator
Who can rock any audience with a kick ass presentation
who is confident and can talk about world issues
Is your voice in the global village.
,sales TRAINING,, sales training, personal development.


1. One that communicates: an effective communicator of new ideas.
2. An electronic device enabling individuals with physical disabilities to communicate through LED displays, printedor electronic messages, or synthetic speech.
American Heritage® Dictionary of the English Language, Fifth Edition. Copyright © 2011 by Houghton Mifflin Harcourt Publishing Company. Published by Houghton Mifflin Harcourt Publishing Company. All rights reserved.


(kəˈmyu nɪˌkeɪ tər)


1. a person who communicates, esp. one skilled at conveying information, ideas, or policy to the public.
2. a person in the business of communications.
[1655–65; < Late Latin commūnicātor; see communicate, -tor]
Random House Kernerman Webster’s College Dictionary, © 2010 K Dictionaries Ltd. Copyright 2005, 1997, 1991 by Random House, Inc. All rights reserved.



v. com·mu·ni·cat·ed, com·mu·ni·cat·ing, com·mu·ni·cates


a. To convey information about; make known; impart: communicated his views to our office.
b. To reveal clearly; manifest: Her disapproval communicated itself in her frown.
2. To spread (a disease, for example) to others; transmit: a carrier who communicated typhus.


1. To have an interchange, as of ideas.
2. To express oneself in such a way that one is readily and clearly understood: “That ability to communicate wasstrange in a man given to long, awkward silences” (Anthony Lewis).
3. Ecclesiastical To receive Communion.
4. To be connected, one with another: apartments that communicate.
.communicator - a person who communicates with otherscommunicator – a person who communicates with others

individual, mortal, person, somebody, someone, soul – a human being; “there was too much for one person to do”
alarmist – a person who alarms others needlessly
allegoriser, allegorizer – someone who communicates in allegories
announcer – someone who proclaims a message publicly
articulator – someone who pronounces words
affirmer, asserter, asseverator, avower, declarer – someone who claims to speak the truth; “a bold asserter”; “a declarer of his intentions”; “affirmers of traditional doctrine”; “an asseverator of strong convictions”; “an avower of his own great intelligence”
avower – someone who admits or acknowledges openly and boldly
broadcaster – someone who broadcasts on radio or television
conferee – a member of a conference
conferrer – someone who converses or confers (as in a conference)
confessor – someone who confesses (discloses information damaging to themselves)
correspondent, letter writer – someone who communicates by means of letters
gossiper, gossipmonger, newsmonger, rumormonger, rumourmonger, gossip – a person given to gossiping and divulging personal information about others
hisser – someone who communicates disapproval by hissing
informant, source – a person who supplies information
extoller, laudator, lauder – someone who communicates high praise
negotiant, negotiator, treater – someone who negotiates (confers with others in order to reach a settlement)
persuader, inducer – someone who tries to persuade or induce or lead on
populariser, popularizer, vulgariser, vulgarizer – someone who makes attractive to the general public
presenter – someone who presents a message of some sort (as a petition or an address or a check or a memorial etc.)
promisee – a person to whom a promise is made
promiser, promisor – a person who makes a promise
propagandist – a person who disseminates messages calculated to assist some cause or some government
disseminator, propagator – someone who spreads the news
publiciser, publicist, publicizer – someone who publicizes
quoter – a communicator (speaker or writer) who uses quotations
rambler – a person whose speech or writing is not well organized
newsman, newsperson, reporter – a person who investigates and reports or edits news stories
answerer, responder, respondent – someone who responds
bawler, bellower, roarer, screamer, screecher, shouter, yeller – someone who communicates vocally in a very loud voice
sender, transmitter – someone who transmits a message; “return to sender”
signaler, signaller – someone who communicates by signals
signer – someone who can use sign language to communicate
swearer – someone who takes a solemn oath
comforter, sympathiser, sympathizer – commiserates with someone who has had misfortune
mental telepathist, mind reader, telepathist, thought-reader – someone with the power of communicating thoughts directly
twaddler – someone who twaddles; someone who writes or talks twaddle
waffler – someone who speaks or writes in a vague and evasive manner
warner – someone who gives a warning to others
waver – someone who communicates by waving
wirer – someone who sends a telegram
author, writer – writes (books or stories or articles or the like) professionally (for pay)

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