• Skip to primary navigation
  • Skip to content
  • Skip to footer
  • sales@callsource.com
  • Schedule a Demo
  • (833) 968-7768
  • Search Icon - Click to Search
CallSource

CallSource

Performance Management for Sales and Marketing

  • Automotive
    • Own-Set-Close Solutions to Sell More Cars
      Solutions by CallSource, the most reliable automotive, attribution provider
    • EveryLead
      The most powerful automotive attribution platform, ever.
    • Phone Coaching
      Phrases & Skills to Sell More Cars
    • Auto Media
      Your data integrated
    • Dynamic Number Insertion
      Tying Offline & Online Journeys Together
  • Hearing
    • CallSource Hearing
      We want to help you grow your practice
    • Hearing Call Management
      Marketing Attribution | Call Volume | Opportunity Alerts | Call Analysis
    • Hearing Performance Management
      Phone Insights | Employee Performance | Call Coaching
    • Hearing Reputation Management
      Respond, Now! | Review Platform
    • Hearing Digital Management
      Complete Attribution Platform l Dynamic Number Insertion l Competitive Insight
  • Home Services
    • CallSource Home Services
      We want to help you grow your business
    • Home Services Call Management
      Marketing Attribution l Call Volume l Opportunity Alerts l Call Analysis
    • Home Services Performance Management
      Phone Insights l Employee Performance l Call Coaching
    • Home Services Reputation Management
      Respond, Now! l Review Platform
    • Home Services Digital Management
      Complete Attribution Platform | Dynamic Number Insertion | Competitive Insight
  • Pest Control
    • CallSource Pest Control Solutions
      We work with top providers
  • Industries
    • Other Industry Solutions
    • Dental
    • Call Management


      Track Inbound Calls l Discover New & Missed Opportunities l Industry Benchmark

    • Performance Management


      Score & Analyze Phone Skills l Call Coaching l Empower Employees

    • Reputation Management


      Aggregate Reviews l Improve Online Reputation l Respond, Now!

    • Digital Management


      Complete Attribution Platform l Dynamic Number Insertion l Competitive Insight

  • Vanity
  • Blog
    • Podcast
    • Events
    • FAQs
    • Knowledge Center
  • Company
    • About Us
    • Careers
    • The Company We Keep
    • Contact Us
  • Login
    • CS Suite
    • CS Reviews
    • EveryLead
    • Reporting
  • Announcements
    & Events
  • Call
    Management
  • Performance
    Management
  • Digital
    Management
  • Reputation
    Management

5 Negative Phrases You Need to Stop Using on the Phone and How to Turn Them Positive to Set More Appointments

By Cassie Ciopryna

Performance Management
I Want the Blog
5 Negative Phrases to Stop Using on the Phone & How to Turn Them Positive to Set More Appointments

It may seem obvious but sometimes it may be hard to keep up with – here’s why you need to speak in a positive tense when on sales calls.

Sometimes it can feel difficult to stay positive when answering inbound phone calls on a daily basis from needy customers. The conversations may start to feel mundane when getting the same types of questions and requests, especially during busy times of year. Still—it is important to not turn to negative phrases, even when there are some requests coming from callers that you think maybe cannot be done.

Here are 5 phrases that you may be guilty of using on your phone calls, and how to turn those around into a more positive-centric way to have a much better chance at gaining your callers’ business.

 

Number OneNegative: “I don’t know.”
Positive: “Let me find out about that for you/Let me connect you to the person who would be able to answer that for you.”

Why: True, maybe you don’t know the answer to the caller’s question, but as a call handler, it is your job to be able to answer their questions and provide the best service possible as the first impression of your business.

 

twoNegative: “I/We can’t do that.”
Positive: “What I/we can do is…”

Why: Focus on how you can help the caller solve their problem—even if they make a specific request that your company cannot or does not do, let them know how you can help and be a good fit for them.

 

threeNegative: “No.”
Positive: Find a way to answer more positively.

Why: Don’t keep focusing on what your company does not do for the caller—instead try to bring them back around to what your company does and what you can do for them.

 

Number FourNegative: “Hold on.”
Positive: “I am going to have to place you on a brief hold if you don’t mind. It won’t be longer than 30 seconds.”

Why: Give realistic expectations and be mindful of the caller’s time.

 

Number FiveNegative: “That time on the schedule isn’t available/We can’t schedule you for that time.”
Positive: “I can schedule you for that time but on another day, or I have XYZ available. Do any of those times work for you instead? I can also give you a call and let you know if the first time you requested becomes available.”

Why: Schedule conflicts will be a constraint that you will have to face sometimes. To overcome these with a positive mindset, state what you do have available that is still in the vicinity of what the caller was requesting for an appointment.

 

Bottom line – Stay as customer-focused and positive as possible on all of your calls.

Sure, there may be times when you can’t do exactly what is being asked of you by the caller, but there is always a way to turn that mentality around to a positive space. Start doing it now with these five phrases we’ve provided.

Need more help on your sales calls? CallSource has Call Coaching to help you out. Contact us now to speak to one of our representatives about how Call Coaching can work for you.

Facebook0Twitter0Linkedin0
X
I Want the Blog
Why Basic Call Tracking Isn’t Enough: Get Deeper Into the Funnel
6 Creative Ways to Show Appreciation for Your Customers This Holiday Season

Related Posts:

  • How Call Tracking Helps Your Marketing Agency Prove ROI for Clients
  • How to Set Up Your Google My Business Profile
  • Should Your Automotive Dealership Have a Service BDC?
  • How to Create Incentive Plans That Work to Improve Employee Performance
  • What are Best Practices for Inbound Call Handling?

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Reader Interactions

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

CallSource, solutions for advanced call tracking, performance coaching & responsive customer service

More Information

  • Automotive Data Insights
  • Digital AI℠
  • Home Services Data Insights
  • Legal
  • MSA
  • Privacy
  • SAAS
  • Security

About CallSource

  • Blog
  • Careers
  • Contact Us
  • Events
  • Sitemap
  • Team
  • The Company We Keep
  • Your Source

Partners

  • ATSI
  • AutoID
  • FCA Digital
  • GM iMR
  • Sycle

Contact

5601 Lindero Canyon Road
Suite 210
Westlake Village, CA 91362

support@callsource.com
800-500-4433

Schedule a Demo

© CallSource. All Rights Reserved.