5 Tips for Generating Appointments on the Telephone

Still to this day one of the best ways to generate leads is by cold calling. A lot of people will say it’s a waste of time and they’re sort of right. Let me explain, most people don’t know how to book appointments on the telephone and have never been trained. Make no mistakes it is a skill. Hence why they feel it’s a waste of time.

With so much that can be covered on appointment setting I’ll keep it simple and share with you 5 tips to increase your chances.

1. Attitude – You have to be prepared to hit the phones and hit a high volume of calls. Get your mind ready for it by setting a target. Set a target for yourself to make the first 25 calls and aim for one or two decision makers to talk to from that. Remember on each call you should get one of these three things…progress, kill or book! Progress would be finding out vital information from gatekeepers or whom ever you speak with that progresses the call. You want to make sure it’s a company that you can help if not then kill it. Get it off your list. Remember killing something from your list is progress too. Or book a meeting!

2. Tonality – You MUST sound important and professional. The gatekeeper has a job to do of filtering out calls he or she feels is a waste of time. Don’t take this to heart. Play the game. Use deep powerful tonality and say thank you with the same deep powerful tonality at the end. Here’s an example:

“Hello XYZ company how can I help?”

“Hi it’s Stephen Tierney calling back for Dave Jones please thank you.”

If you’ve tried calling before then use the ‘calling back’ routine because it sounds more important to the gatekeeper. It’s almost as if you’re returning their call.

So remember deep powerful tonality creates more respect. At all costs do not sound like a call centre operative or they will drop you like a bad habit!

3. No wasted calls – If you can’t get through to the decision maker or they’re in a meeting make sure you gather information that will support and help you on the next call. And get a time when the meeting is finished. Be relentless because there is no wasted calls.

4. Prepare your answers – Gatekeepers pretty much work in similar ways and say similar things so have your answers prepared for the most popular questions. Here are two and how to combat them:

“What’s it regarding?”

Do not go into a huge spiel about your products or services keep it short, sharp and a little greyish at this point because your objective is just to get past the gatekeeper.

“It’s regarding the correspondence we’ve had so if you could put me through please that would be great thank you.” The correspondence could be an email you’ve sent and you’re also finishing the sentence with a command and a please and thank you. This makes it a lot more difficult for the gatekeeper to say no.

“Is he expecting your call?”

“Not today, I was suppose to call him last week so if you could put me through please that would be great thank you.”

He may have been on your list to call last week but you never got round to it however the gatekeeper thinks he was expecting your call last week.

So work on popular questions you get fired your way and have your answers ready.

5. Be nice – If gatekeepers are short with you and you feel their being rude please don’t take it personally. Put yourself in their shoes nowadays with all the calls that they have to deal with. Remember to be polite, professional but relentless.

Hope this has helped to get you started.

Stephen Tierney is one of the top telephone sales trainers and lead generating experts in the UK today. If you would like to have a complimentary visit from Stephen to see if  he can increase performance in any way for your company  then call now on
03333 444 147 or email info@mindcell.co.uk  quoting “comp visit”

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Why Tonality Affects Your Results on the Telephone

There are many keys to selling in B2B (Business to Business) and one of the main ones that a lot of sales training companies skip over is ‘tonality’ and they shouldn’t because it’s an essential part of success in B2B.

Think about it; over the telephone your voice is the main tool for selling.

When you get to Director level, Owner, CEO etc. you must sound like your at their level to instantly command respect. You have seconds to grab their attention and make them realise that you aren’t a young call centre operative…even if you are!
It’s all about PERCEPTION!

3 things that matter in every call on B2B are:

  1. Trust / Rapport
  2. Competency
  3. Benefactors

Trust / Rapport

You must instantly build trust and rapport by sounding important and NOT sounding like your run of the mill call centre worker. Use their name and make it conversation not interrogation.


Are you competent of the job in the eyes or ears in this case of the decision maker your calling. They will judge this on how you sound, what you say and how you say it. Often people don’t get past this because the decision maker has made a reactive choice that you’re not at their level.


Are the benefits your offering worth their time and effort. The benefits have to be of value to gain any commitment in the sales process whether that’s an appointment or an actual sale the benefits need to be of high value.

Till next time…keep closing!

The Art of Deflecting Objections

Below is a couple of approaches to deflect objections and get them back onto being persuaded by you. These examples are for booking an appointment however it can be used for numerous reasons.

Example 1

CLIENT: “I’m just too busy at the moment call back in a couple of months.”

YOU: “I hear what you’re saying let me ask you a question – Timing aside does it at least sound sensible to you?” (If client replies yes)

“Exactly and the true beauty of meeting now at this early stage is…” *Then close hard.

(Remember pace, pace, lead. Act like the guy then lead and he’ll act like you)

Example 2

CLIENT: “I don’t see any point at the moment. It’s just too early.”

You: “Yes, too early for gathering the in’s and out’s of your project, not too early for us to show you what we showed others at this early stage. After this meeting you will have a clearer picture of the options available moving forward in the future. How about (date) for 30 minutes yes?”

I have underlined the words show you and a clearer  picture  because they match the visual way the client sees the World. *Notice his visual language…”I don’t see any point at the moment. It’s just too early.”

Deflecting objections is used masterfully by lawyers. Learn to use them in your selling.

The NO is even a YES Close

 Here’s a great close to use when faced with prospects repeatedly giving reasons for not going ahead with your product or service.

This close is so good because even a no is a yes.

“Is there anything else you need me to go over in great detail before we go ahead with this?”

Naturally this question will generate a “no”, and you can proceed with asking for the business.

Should your prospect reply with a “yes” – it will often reveal the true objection.