Getting attention & positive engagement on the phone
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Getting attention & positive engagement on the phone

July 13, 2016

By Tony Vidler  CFP  CLU  ChFC

telephone track style and structureThere is some methodology to getting a listeners attention and positive engagement on the telephone…it isn’t just good luck!


Of course, there is structure and methodology in building effective and entire telephone track.  It should be a core skill for any adviser, and yet, so few seem to understand how to do it these days.  It is perhaps one of those “lost sales skills” from the last decade or so, where new entrants into the advice industry have veered away from anything which sounds like it might be related to selling.


Yet selling is something every professional must be able to do.


They have to be able to sell themselves…sell someone on having a meeting….sell a client on taking a particular course of action which is good for them even when they’d rather do something more pleasurable with their money.  More often than not an adviser finds themselves having to sell many of these things on the telephone, which brings a little layer of complexity into the process.


The absence of body language and verbal cues makes communication a little more difficult on the phone.  So we have to think carefully about how we can be most effective in the absence of those elements, and that means understanding how the style of delivery has impact at different points in the process.  It also means understanding that there is actually a process.  Process is a word that professionals should understand and love of course, and we all know that process is not “sales”.


So an effective telephone track is not a sales script.  It is not a set of words designed to move a product onto an unsuspecting punter.  It is a way of constructing and delivering a message in such a way that people can easily comprehend it and engage with you.  The process looks like this:

telephone track sttyle and structure

In this weeks Quick Tips video we continue with the second in the mini-series on how to build effective telephone technique deliberately! The first element was understanding the overall structure, and how style of delivery matters.

In this weeks video the focus is all on getting the listeners focus…or how to get and hold their attention….

Watch the video for Part 2 of 4 to learn more…

You might also be interested in this related article:

 How to get your prospects attention…and keep it!
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Comments (10)

  • Great advice Tony. It’s amazing how many advisors are afraid of the phone. I should enjoy it as it’s good for our business.

    Another way you can work the name in an additional time up front by handling it something like this:

    Can I speak to Tony, please?

    This is Tony.

    Tony, Viddler?


    Hi, Tony this is ….

    Keep the great advice coming.


    Steve Reck
    • thanks Steve. I tend to agree with you, though I suspect advisers are not afraid of the phone as such, they are afraid of talking to strangers in any medium, and that is largely because they have tried it before with proper preparation and knowing what value they are delivering and have floundered. A few bad experiences, and next thing they are “gun shy”….and all it takes to fix it is some deliberate thought and construction – preparation in other words – beforehand.

      • A lot of it is confidence in themselves and the products they represent. If you are confident in what you represent, you should have no problem calling or physically introducing yourself. If someone is struggling to pick up the phone, I would look there first.


        Steve Reck
        • I agree, although I would differ a little in saying that the confidence comes from knowing what VALUE you deliver, rather than confidence in a product or service as such. It is the confidence of knowing what desirable outcomes you can create which makes the difference for me.

          • As usual, you expressed it better than I did. Totally agree that it is lack of confidence in the value that you deliver. Sometimes I think financial advisors are more guilty of this than others because they forget that the knowledge they have of financial markets and insurance is not shared by the rest of the world and that is the reason you are approaching that person, to share the knowledge they don’t have.

            Keep up the great insights.

            Steve Reck
          • thanks Steve. we are on the same page….

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