Preparation and practice.

It’s easy to read questions in a training manual, book, or
email newsletter.

It’s better to write them down in your own words.

It’s even better to practice them in your mind.

But nothing beats saying them out loud, with another person
taking the role of the prospect or customer. That’s how we
can at least simulate the environment we face on the phone.

Here’s a simple exercise that yields great results and
confidence.

1. Brainstorm for the toughest questions and
objections you hear. Especially the ones you hope
you never get.

2. Write down well-thought-out answers for them.
(Remember, write as you speak.)

3. Take it to the next level and think about the possible
next questions they might ask, or statements they could
make in response. Be the devil’s advocate and prepare
for the worst.

4. Continue the process. It will look like a computer flow
chart or org chart for a company.

5. Study the questions and get comfortable saying them.

6. Finally, get someone to role play the scenario with you.
Don’t give them your materials. Let them come up with
their own responses and follow-up questions. This way,
you might come up with some you didn’t initially think of.

To even further simulate tense environments, instruct
your partner to be adversarial or combative. Just like
real life at times.