DO's and DON'TS

 1.    When calling someone for the first time, never start the phone call with; ‘May I be on to...’ or ‘Am I on to...’.

In the world of Sales (especially for those that have dealings with the financial markets) you are more often than not calling people that are a little snobby. Therefore, your use of the English Language is important. An opening line that sounds clumsy or slightly low class is likely to lose your prospect’s interest very quickly – as a result of their losing respect for you.

2.    When speaking with a prospective client for the first time, if the client is a man, start the call with a ‘sir’ and end the call with a ‘sir’. But don’t say ‘sir’ or ‘ma’ after every sentence otherwise your prospect will start thinking he/she is speaking with his/her help.

3.    There are however exceptional circumstances – for instance when speaking to a prospective client that is above 60 years old; they are generally more old fashioned and like (some even insist) being referred to as ‘ma’ or ‘sir’ throughout the phone call.

4.    When a prospective client is agitated and rude on the phone, don’t get angry, and don’t be rude in return. Simply apologise for any inconvenience caused, listen to their grievance, and if you can, try to help. Otherwise, just politely apologise again, put the phone down, dust yourself off and move on.