How to Master a Phone Call In UNDER 30 SECONDS // Andy Elliott

Summary

In this training video, Andy teaches salespeople how to engage with customers over the phone by focusing on attitude, energy, and rapport-building. He emphasizes the importance of sounding enthusiastic and positive, even when not feeling it, to create a strong first impression. The goal is not just to provide information, but to build a relationship, address customer needs urgently, and ultimately secure an appointment. Through simple techniques, such as confirming phone numbers and asking engaging questions, Andy demonstrates how to make the conversation feel personal and genuine, driving success in sales.

Takeaways

• 😀 The way you say things is just as important as what you say. Your tone and attitude matter.
• 😀 Greeting with enthusiasm and a positive attitude immediately sets the tone for a great customer experience.
• 😀 Building a personal connection with the customer is key to creating trust and rapport.
• 😀 Acknowledge that making a call takes courage for many customers, and make them feel comfortable.
• 😀 Focus on building a relationship with the customer instead of just rushing to sell a car.
• 😀 Don't worry about what others think of you; instead, focus on your own reputation and how you can stand out.
• 😀 Offering your personal contact number creates a sense of availability and support for the customer.
• 😀 Acknowledge that many people are unwilling to grow or improve, which makes it easier for those who do strive for success.
• 😀 Customers want quick responses, so it’s important to meet their needs in a timely manner.
• 😀 Creating a gap between the initial greeting and the information you're providing helps to engage the customer and build a connection.
• 😀 The goal is not to close the sale immediately but to schedule an appointment and create urgency for the customer.

Q & A

What is the main focus of the script?

The script focuses on the importance of having a great attitude, building strong customer connections, and how to create a positive impression when answering the phone in a sales environment.

Why is having a great attitude important in sales calls?

A great attitude is crucial because it helps set a positive tone for the conversation and builds trust with potential customers. It shows the customer they’ve reached the right place and creates an immediate connection.

What is meant by 'create the gap' during a phone call?

'Create the gap' refers to separating the current moment of the phone call from the immediate desire of the customer to get information. It’s about building rapport and ensuring the customer knows they are valued before diving into the details they need.

How does the script suggest handling a customer's request for information?

The script recommends acknowledging the request, creating a brief pause (e.g., ‘I just reset my computer, it will take 45 seconds’), and using that time to engage the customer in a conversation, making them feel heard and valued.

What role does urgency play in the script's approach to sales?

Urgency is key in creating excitement and driving the customer toward scheduling an appointment. It emphasizes that while you might not sell a car over the phone, you can sell the appointment by creating a sense of urgency and importance.

How does the script emphasize personal accountability in sales?

The script encourages salespeople to reflect on their own performance, find areas where they can improve, and take responsibility for their success or failure. This mindset shift is critical for personal growth and improvement.

What is the significance of the greeting in the script?

The greeting is vital as it sets the tone for the entire conversation. A friendly, upbeat greeting lets the customer know they’ve reached the right place and creates a welcoming environment for the call.

What does the script say about customer perceptions of car salespeople?

The script acknowledges that many people have negative perceptions of car salespeople, such as being dishonest or manipulative. However, it emphasizes that the goal is to change this perception by being different—showing care, passion, and professionalism.

Why does the script mention that 'a lot of people suck in this world'?

This statement is meant to highlight the abundance of people who lack motivation, are uncoachable, or settle for mediocrity. It serves as a motivational reminder that standing out with passion and dedication makes it easier to succeed.

How does the script suggest building a connection with the customer?

Building a connection involves actively engaging the customer in conversation, asking questions that make them feel valued, and using empathy to understand their needs. This can happen quickly, even in a 30-second exchange.