Weak Wimpy Words
Nancy Friedman, The Telephone Doctor
At Telephone Doctor, we call the
phrase, “Hi, how are you?” the four killer words. They are probably
the most useless words you can utter when making cold sales calls –
or even warm ones.
Years ago, while living at our house,
my mother answered our phone. After her gentle, “Hello” came “Hi,
Mrs. Friedman” (she wasn’t Mrs. Friedman). “How are you?”
My mother, an open, honest person,
simply went on to say, "I’m so glad you asked. My back is killing
me, my pacemaker is a little slow, the sore on my knee looks
horrible, I’ve got the worst headache, and feel like I’m getting the
flu. How are you?” The man on the phone said, “Compared to you, a
whole lot better,” and hung up.
The phrase, “Hi, how are you?” is
useless for making sales calls. Don’t use it. Opening a call with,
“Hi, how are you,” tells the prospect, “I’m out to sell you
Telephone Doctor’s method of making
outgoing cold calls is different. Start by introducing yourself,
making a full disclosure at the top of the call.
It’s simple. A cold call should go
You: “My name is Nancy Friedman.”
(Please use your own name.) “I’m with First Fancy Mortgage. I need
to speak with Bob Smith.”
You see, with the Telephone Doctor’s
full disclosure at the top of the call, it’s difficult to get
screened. Why? Because we give the name and company first, what’s
left? Maybe, “May I ask what this is in regard to?” As a former
executive assistant, I can tell you, when someone is good enough to
give me two thirds of the pie, I was willing to put the call through
without asking the “reference” question.
What if the person you are speaking
to does ask, “What is this in reference to?” You address the
question frankly, using a technique that has never failed me. Simply
say, “Yes, I’m interested in doing business with your company.” Who
would challenge that statement?
So, lose the words, “Hi, how are
you?” Do use full disclosure at the beginning of your call, because
if you use the full disclosure statement at the top of the call, you
will minimize the likelihood of being screened. You may get the,
"What is this in reference to?" question, but now you know how to
There are two other weak wimpy words
that are ineffective and need to be avoided.
Think: “I think
you’ll like the information I have for you.” You think? Is there a
doubt in your mind? There shouldn’t be. This word isn’t even
necessary and without it, the sentence becomes much stronger.
“You’ll like the information I have for you.” It’s a statement of
confidence, of conviction, of someone who believes in what they have
Just: “I’m just
calling to see if you got the information I sent.”
Study that line. If that’s all
you’re calling about, when they say, “Yes I got it,” you should say
“Okay, thanks. That’s all I wanted to know,” and hang up. But will
you? Probably not, so remove it. Again, the sentence becomes
stronger when the word "just" is removed.
Lastly, asking, “Do you have any
questions?” is weak and wimpy too. To strengthen that one, make it
a statement. “Mrs. Friedman, most of the individuals I’ve sent that
particular brochure to have asked several questions. Let me go over
it with you, now.”
All these are simple tips, but all
are tried and true.
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