Sales Call Matrix Checkbox Percentage Positive Effect Enthusiastic / Expert Tone Of Voice (8%) People buy from people they like & trust, sounding cheerful and knowledgeable allow people to like and trust you Successful Internal Referral (20%) A referral is already halfway sold Successful Greeting (2%) "Thanks for calling X, tell me, what is wrong with your car?" Successful "Take Over" Transition (4%) "Yeah, let me ask you a few questions, make sure this is something we can help you with" Successful Question 1 (1%) "Year, Make, and Model" - Didn't have the client repeat themselves unnecessarily Successful Question 2 (2%) "Has this ever happened before?" Successful Question 3 (2%) "What made you decide to call a mobile mechanic instead of a shop?" Successful Question 3 Reinforcement (2%) Reflect back psotive reason to go with a mobile mechanic Successful Question 4 (3%) Is this an emergency or can it be scheduled in the next day or two? Successful Diagnostic Explanation (4%) No unnessasary pauses, smooth conversation, the right content and pacing Successful Warranty Explanation (4%) No unnessasary pauses, smooth conversation, the right content and pacing Successful Mechanic Sales Call (15%) There is power in involving an Expert In The Field - Nice and quick, ends in under 1 minute Successful Transfers (Technical) (3%) No long pauses for client - No Technical Issues Successful Pitch (6%) No unnessasary pauses, smooth conversation, the right content and pacing Asked For The Business/Assumed The Sale (5%) Don't leave it in their hands to decided, assume the sale "I have 2pm and 4pm today, which one works best?" Overcoming Objection Attempt (4%) Figure out what reason they are objecting to the sale and address it Estimate Sent (4%) People buy from people they like & trust, sounding cheerful and knowledgeable allow people to like and trust you Initiate 2nd Sales Call (4%) Have someone else call the potential client as if you have not spoken to them yet - "Hi, I missed a call from here, did you need a mobile mechanic?" Negative Effect Sounding Too Formal/Subservient (like a CSR) (-5%) Using works like "Sir", transfers authority/power from you to client Used the word "sure" (-3%) This work has a negative connotation in the US Client needed to repeat himself unnecessarily (-3%) Make it seem like your not paying attention, or don't know what your doing Gaps In Conversation - Lack Of Fluidity (-3%) Makes you sound less professional/less of an expert Hard To Understand (-5%) This can be technical, like microphone issues, noisey background, but can also include pronunciation issues Lost Control Of The Conversation (-4%) Client ended up dictating the direction of the call instead of the salesperson Technical Issue Transferring (-2%) Transfer not going through as expected, causing confusion or delay for the client Call Dropped Cause of Tech Issue (-8%) Hung Up on Client cause of mismanaging the phone software 0%