1. Zeno of Citium (The Stoic)
“We have two ears and one mouth, so we should listen more than we say.”

2. Communication Process
100%
80%
60%
40%
30%
20%
10% 5%

3. Communication
Visual
Vocal
Verbal

4. Audiophonic communication
No visual contact, only verbal
You need to COMMUNICATE with your voice.
They need to LISTEN with their ears.

5. Who are you calling?
A Friend

6. What do you do before you call?
Relax
Take a deep breath
Smile

7. SPEED Not too fast… Not too slow… There isn’t much time.
The listener may get bored.
Not too fast…
You have fixed time for the call.
Don’t rush the listener.

8. Words Maybe it’s useful It’s certainly useful
This is exactly what you need
I think this is good for you
Obviously you want to come
If you feel like coming in

9. I’ll just take 5 minutes of your time
Negative Words
Don’t you think it could be interesting
It’s definitely interesting
Can’t you come tomorrow?
Not even the day after?
Do you prefer to come tomorrow or the day after?
Sorry to disturb you
I’ll just take 5 minutes of your time

10. Tenses Past, conditional, future Present I’m calling to…
I was calling because…
The call is specially useful
The class could be useful
I’d like to invite you…
I’m inviting you…

11. What’s our objective?

12. Objections Don’t be afraid Opportunity to extend conversation
Listen actively
Stay calm, take notes and respond
Hidden messages
Retake control of the call

13. Summary Clear objectives Preparation Yes x 3 Isolate objections
Respond, convince
Summarise and conclude

14. Winning Strategies
Smile
Friends
Favor
Yes