Specifically, we try to the extent we can to govern carefully those known behaviors that produce and increase “yeses,” and discourage or avoid “no’s.” When we’re failing at this job, we seek understanding to help us to recover quickly and to get back on track.

Telephone selling is, potentially, more scientific than field selling because we can control at least one side of the communication equation: What the seller says, how he says it, when he says it, and how he responds to what the prospect says.

In practical terms, we can SCRIPT the sales process, bringing it to a boil, if not at will then with great consistency, once we have discovered the “laws” underpinning certain types of conversations.

Also, and crucially, we can monitor and manage telephone salespeople in real time, listening, side by side if we wish, to every word being said. When sellers deviate from the call path that has been developed, tested, and proven to work, a finger can be pointed exactly to where the seller needs to get back onto his message.

Nothing else, in any other area of business I know, attains this kind of clear feedback and guidance, nor benefits as much and as directly as this kind of intervention from management

As you know we can preserve the entire transaction in a phone sale through recordings for unlimited playback and analysis, if we deem it to be useful.

By capturing events, live and recorded, we can LEARN MORE and MAKE RAPID ADJUSTMENTS & IMPROVEMENTS.

And then, we can revise scripts for all, and distribute the latest and the greatest, very quickly, applying en masse our newfound knowledge.