A prospect can register with a company and still answer the phone with their guard up. Anyone who has listened to enough outbound calls has heard it. The prospect answers, hears the company name, and their tone changes. They may say, “I only filled in the form to see what it was about,” or, “I’m […]

I was working hard and still missing targets. I knew the script. The offer was known to me. But the calls kept dying in places I could not explain. Then my manager, Mark, pulled me into a side room with a laptop. He said little. He just hit play on three of my calls, one […]

The first time someone showed me what a reframe actually was, they did it without saying a word. I was 45 seconds into a call. The prospect had just said £1,000 was a lot of money, and I was already inhaling to push back. Anthony, who worked at the desk behind mine, reached across and […]

My second year on the floor, I had memorised five rebuttals for "It's too expensive." I had drilled them. I knew them cold. I could fire them off in any order, with the right pacing, the right tone. And I was still losing every call the moment a prospect pushed back on price. One Friday […]

My third week on the floor, I sat next to a closer called Dave. I had the cleaner pitch. I had read more books. I had drilled my objection handling for hours. Dave was top of the board by Wednesday. I was on the bottom of it for a month. One afternoon I asked him […]