Do you want to get your customer to be a little more chatty on the phone with you?
Well, maybe you should stop playing tennis with them.
We tend to feel the compulsion to fill every moment of silence on the phone with noise, including our own voice as a sales rep. And that’s a big mistake, particularly when the customer’s thinking before they say their next topic.
You should get good with that mute button. And when your customer is talking, stay on mute.
That way if you find yourself interrupting with a, “Sounds good” or “Makes sense,” they won’t actually hear it. They’ll just hear the silence that they should be hearing if you were listening in the first place.
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