Do you ever struggle to get your customer more engaged during phone conversations? If you’re looking to improve engagement on the phone, it might be time to rethink your approach—starting with how you handle silence.

Many of us, as sales professionals, feel a compulsion to fill every quiet moment with noise, often with our own voice. But this instinct can hinder, rather than help, engagement on the phone. In reality, when customers pause or hesitate, it’s often because they’re processing their thoughts or preparing their next point. Interrupting this natural rhythm with filler phrases like “Sounds good” or “Makes sense” can derail the flow of conversation and diminish the quality of engagement.

One effective strategy is mastering the mute button. When your customer is speaking, hit mute to ensure you’re truly listening without unintentionally breaking their train of thought. This small habit can have a big impact on fostering better engagement on the phone. Silence, when used strategically, signals attentiveness and respect for the other person’s input.

By embracing moments of quiet, you encourage your customers to share more openly and candidly, leading to deeper, more meaningful conversations. Remember, the key to effective engagement on the phone isn’t just talking—it’s listening. Silence isn’t awkward when it’s intentional; it’s a tool to help you build stronger connections.

So next time you’re on a call, resist the urge to “play tennis” and let the silence speak volumes. You may be surprised at the results.

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Is the thought of presenting to a big audience on your next sales call making you nervous? You’re not alone. Large customer meetings can feel overwhelming, especially when you’re unsure how to manage different stakeholders with competing priorities.

Here’s the good news: the size of the meeting doesn’t have to dictate the success of the meeting. The key is knowing whether you’re dealing with a big-picture or little-picture conversation.

Understanding Big-Picture vs. Little-Picture Meetings

Over the years, I’ve learned that once a customer meeting has more than three attendees, there are usually multiple agendas at play. Some people in the room will be focused on strategy and long-term value (big picture), while others will be zeroed in on specific features, pricing, or implementation details (little picture).

If you try to address both audiences in the same meeting, you risk losing engagement, diluting your message, or failing to meet the expectations of key decision-makers.

How to Structure a Large Customer Meeting for Success

To ensure your next large customer meeting is productive, follow these steps:

1. Reach Out to Your Host in Advance
   Before the meeting, contact your main point of contact and ask:
   “Is this a big-picture or little-picture meeting?”
   “What are the key topics attendees expect to discuss?”
   “Are there competing agendas that we should be aware of?”
2. Split the Meeting If Necessary
   If you discover that attendees have both strategic and tactical interests, suggest breaking the meeting into two smaller sessions. One can focus on the high-level benefits and value, while the other can dive into the specifics of execution.
3. Tailor Your Approach
   If a split meeting isn’t possible, start by addressing the big-picture vision first. This keeps leadership engaged. Then, transition into tactical details for those who need them. Consider using breakout discussions or post-meeting follow-ups to cover deeper specifics.

Take Control of Your Large Customer Meetings

The larger the meeting, the more diverse the expectations. By identifying whether it’s a big-picture or little-picture discussion early on, you can structure the conversation to keep everyone engaged and ensure a more productive outcome.

Instead of feeling overwhelmed, go into your next large customer meeting prepared—and make sure everyone walks away with exactly what they need.

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Having a hard time describing what you do? 

Well, sometimes the meek shall not inherit the earth. 

The use of hyperbole, which is the use of an exaggeration where all parties know it’s an exaggeration, is a very effective technique to have people anchor and remember the things that you’ve said.

So when describing what you do to people, make sure you’re using words like “best” or “only” or “greatest.” 

Not to brag, but to anchor because it’s that use of hyperbole that tells your listener that you actually do believe that this stuff that you do matters. 

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Not entirely sure when you should bring up competitive differences? 

It’s after they do.

It can always be a struggle in knowing what the right time is to bring up how we’re different and better than our competition. But I always want to make sure I do it after I’ve spoken about their competition. 

By asking the prospect questions about how they compete in their marketplace, it generally reveals elements of pain that can be very helpful when I’m talking about my competitors and why they should choose us over them. 

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Want to drive better engagement on your next sales demo? The secret is simple—let them drive.

Let’s be honest: there’s nothing more boring than a Zoom meeting, unless, of course, you’re watching someone give you a demo on Zoom. Sitting back passively while someone shows you how their product works is the quickest way to lose interest. If you want to give a great demo, it’s important to keep your audience engaged. Traditional demos can feel like a one-way presentation.

So how can you make your demos more engaging for your prospect? One of my favorite sales demo best practices is letting the customer take control. Instead of walking them through everything while they watch (and zone out), let them participate! Have your prospect control the keyboard, mouse, or even the camera, when appropriate.

Why does this work? When customers get hands-on with the product, they are able to experience it firsthand. This keeps their attention high. They’re no longer passive viewers, but become actively involved in the process of exploring. They can dive deeper into the features that matter most to them, which makes the demo feel more relevant and personal.

This method also shifts the focus to the customer’s needs. Instead of talking at them, you’re guiding them. They can ask questions in real time, and you can address their concerns as they test the product. This interaction makes the demo more dynamic. It keeps them engaged longer.

Using these sales demo best practices—like giving the customer control—creates a more engaging, interactive experience. It helps you connect with them and keeps their interest up. The result? More engagement, more interest, and a better chance of closing the deal.

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Do you want to breathe a little extra life into your next Zoom call? 

Why not try a venue change? 

You know, there’s a lot of reasons why these Zoom calls can get very tiring and fatiguing, and one of them is our backgrounds never change. By having the same background every single time we meet with someone, the brain gets lulled into the false idea that this is one long meaning. 

So why not spice it up a little bit like I do? Move around, shoot the video from another part of your home office, or maybe even outside or another venue entirely. 

Sometimes even moving the camera a few degrees can make yesterday’s call seem like a completely different call from today. 

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Want to gain a better sense of what your customer is really looking for?

Here’s a surprising but effective approach: think of it like a dating profile.

Just as people have preferences in personal relationships, customers have strong opinions about the vendors and partners they work with. Instead of diving straight into your sales pitch, why not take a moment to uncover your customer’s priorities—the things they value most in a business relationship?

Why Understanding Vendor Preferences Matters

One of my favorite ways to gain insight into a prospect’s priorities is to ask a simple question before introducing my product:

👉 “Who are your favorite vendors or partners, and why do you like working with them?”

This does two things:

1. It shifts the conversation away from a traditional sales pitch and toward customer experience.
2. It reveals what truly matters to them—whether that’s reliability, speed, innovation, pricing, or customer service.

How This Helps You Sell Smarter

Once your customer shares what they value in other vendors, you now have a roadmap for how to position your product or service.

For example:

• If they emphasize responsiveness, you highlight your quick turnaround times.
• If they value customization, you focus on how your solution adapts to their needs.
• If they appreciate long-term relationships, you position yourself as a partner, not just a vendor.

Uncovering Customer Priorities = Closing More Deals

By taking the time to learn what matters most to your customer, you can align your messaging in a way that resonates before you ever start selling.

Next time you’re on a discovery call, skip the generic pitch—and start by asking about their favorite partners. You’ll uncover customer priorities faster and close stronger deals.

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Ever wondered how many cold emails you should send before calling it quits? The answer might surprise you: five.

This isn’t just my personal opinion. It’s backed by research in the sales and marketing industry. According to a report from sales and marketing management, 80% of all significant deals for Fortune 500 companies begin with at least five cold call attempts. So, the question is not how many cold emails is too many. Instead it’s: how can you strategically approach email to increase your chance of success?

Write in Batches

One common mistake is sending an email, waiting for a response. Then sending a second email, followed by more waiting. This “wait and see” approach can quickly become discouraging. Instead of wasting time on this back-and-forth, why not take a more proactive strategy and write all five cold emails in one go?

By writing all five emails upfront, you can build momentum and stay in a focused mindset. The beauty of this approach is that the fourth and fifth emails are much faster to write than the first one. You’re already familiar with your target audience, and you can fine-tune your message based on what you learned from earlier emails. Whether you want to adjust your approach, change your CTA, or make minor tweaks, having your emails ready to go means you can act quickly without the stress of drafting them on the fly.

Get Ahead

Writing all five cold emails in advance also gives you the advantage of being prepared. If you don’t receive a response from the first email, the second one is already written and ready to be sent. The same goes for the third, fourth, and fifth emails. This approach ensures that you’re not wasting time waiting for a reply.

By setting aside a block of time at the start of the week to plan your cold emails, you can streamline your outreach process. The time investment on Monday will pay off when you can send your follow-up emails seamlessly throughout the week, with less effort. Over time, this strategy will help you stay organized, efficient, and motivated. And, as studies show, your chances of success with cold emailing will rise significantly.

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Are you looking for a surefire way to improve your demo conversion rates?

One of the most effective strategies to improve demo conversion is to focus on one guest at a time.

It’s easy to get swept up in the idea of attracting larger and larger audiences to your demos, but this approach can often be counterproductive. In large audiences, it becomes challenging to identify the champion who will advocate for your product, or even the anti-champion who may resist it. To truly improve demo conversion, consider a more personalized approach.

Want to do what I do? Resist the temptation to seek large audiences and go in the opposite direction.

Ensure all of your demos are conducted one-on-one, allowing for a more intimate setting where you can truly understand your guest’s role and responsibilities. This focused attention not only helps in building a stronger connection but also provides an opportunity to tailor your demo to address the specific needs and concerns of the individual.

By conducting one-on-one demos, you can gather valuable feedback and insights directly from the decision-makers. This approach enables you to refine your presentation, making it more compelling and relevant to your target audience. As a result, you are more likely to improve demo conversion by addressing the unique pain points and requirements of each prospect.

Moreover, once you have identified a champion through these personalized demos, you can then consider organizing larger demos. With the support of your champion, you can confidently present to a broader audience, knowing that you have a strong advocate for your product. This strategy not only improves demo conversion but also builds credibility and trust with your prospects.

By focusing on one-on-one demos, you can create a more engaging and effective presentation that resonates with your audience. So, next time you’re planning a demo, remember: the power of one-on-one presentations can significantly improve demo conversion rates.

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Have you ever wondered what the best day to cold call is?

Many sales professionals assume that Monday is the best time to start dialing, eager to hit the ground running each week.

But here’s the unexpected truth: the best day to cold call is not Monday—it’s actually Friday.

If you think about it, it makes a lot of sense. Most people, including your prospects, front-load their week with high-priority tasks and meetings. Come Monday morning, they’re buried in emails, deadlines, and to-do lists – and they’re eager to start checking off boxes, not to open new projects. The last thing they want is an unsolicited sales call interrupting their already hectic day.

Instead, consider shifting your cold calling strategy to later in the week. I’ve found that spending Mondays and Tuesdays preparing—researching leads, refining call scripts, and strategizing—sets me up for a much more effective calling schedule. By dedicating Wednesday, Thursday, and especially Friday to making calls, I connect with prospects who are winding down their week, more receptive, and often in a better mood.

Why does Friday work so well? People tend to be less stressed, more relaxed, and in a mindset that’s open to conversation. A prospect who might ignore you on a busy Monday may be willing to chat on a Friday afternoon when their workload is lighter.

If you’re looking to improve your outreach success, test this approach. Reserve your calls for the latter part of the week and see the difference it makes. You might be surprised at how much more engaging and productive your conversations become.

So, when is the best day to cold call? Try Friday—you might just turn those calls into real opportunities.

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