Success Advice
How This Four Word Phrase Helped Me Sell More Over the Phone

Making sales over the phone is more of an art than a science. From developing rapport to sensing resistance, selling products or services over the phone takes a lot more skill. Over the past three years I have mastered this art form given that I have primarily sold our products and services to our marketplace of buyers over the phone.
In sales you have three aspects of communication. These are:
- Physiology (body language, hand gestures, facial expressions, etc.)
- Tonality (how you say the words)
- Words (what you say)
When selling on the phone, you are missing the aspect of physiology, which means you don’t have the ability to read one’s posture, body language, or facial expressions. Instead, you need to become a master at tonality and word selection. Let’s take a look at each of these aspects closer.
Tonality
Tonality is how you say the words you’re using. This constitutes as 37% of the communication between you and the other person or people. This includes:
- Tone – the pitch of your voice (for example, relaxed or stern)
- Tempo – the speed at which you talk
- Timbre – the quality of your voice (ie. gravelly or squeaky)
- Volume – how loud or quiet you are
Words
Words are what is said in the communication between two or more people. The words in your communication only constitute 7% of communication, making the margins for error slim.
Physiology
Physiology constitutes the remaining 56% of communication. This means that when you’re selling over the phone, the bulk of the information we regularly use to communicate is missing.
The Challenge for Most Sales People
Selling over the phone is not difficult, it is simply different from face to face sales. Here is where most sales people get it wrong: the attempt to make up for the missing piece of communication by overembellishing either their tonality, their words, or both.
Usually what will happen is the salesperson will over do these pieces of the communication formula over the phone, causing the communication to be done poorly. This leads to the prospect losing interest, or getting offended. Either way, in the end the sale is not closed.
“When reps take the role of a curious student rather than an informed expert, buyers are much more inclined to engage.” – Jeff Hoffman
The Magic 4-Word Phrase and How We Use It To Close More Deals
“Does that make sense?” Yes, that’s the secret four words we use. Nothing fancy, no big words, just a short and sweet check in with the prospect on the other end of the phone. Like I mentioned earlier, the trick is not in the 4 words so much as how it is used while communicating on the phone.
Here is what I mean, these four words are ways to re-engage the prospect on the phone and allow them to ask questions regularly. This little question also allows the prospect to say yes to you multiple times before you ask for sale later in the conversation.
When and How To Use This Phrase While On The Phone With A Prospect
There is no clear cut answer for how often or when to use this phrase as everyone has different pitches or scripts for prospects. While building this phrase out for the sales word-tracks for our companies and for our sales people, we have noticed that adding this question in at least three times during the sales conversation yielded higher conversions and bottom line for all the companies.
When adding in this 4 word phrase to your sales script, make sure it is where it makes sense for the salesperson to take a break. We have found it great to use when you are about ready to make a change or pivot in the conversation as well so that the prospect can agree or disagree that they understand.
Many NLP studies have shown by getting the mind to commit to someone or something at least three times during a single conversation increases the odds of that person committing on the big offer or sale. In layman’s terms this means, the more the prospect says “yes” to you during the conversation, the easier the prospect feels about saying yes to you in the future.
What Happens If The Prospect Says “No”
If you are doing a good job of explaining and communicating with your customers during the sales call then we have seen that this does not happen often. However I would believe at some point it has happened to anyone who has done this. When that happens, all the “no” means is a clue that they are needing more information. Ask more questions to determine what else you need to communicate to help them understand.
“For every sale you miss because you’re too enthusiastic, you will miss a hundred because you’re not enthusiastic enough.” – Zig Ziglar
Implementing This Into Your Sales Script
By including this into our businesses with all of our sales staff and in our sales systems, we have seen a steady increase in conversions across the board of all of our companies and I am confident you will too.
Formalize your sales script in someway to include this phrase. I don’t mean to write out every single word, I mean understand the order of items you want to discuss with your prospect(s) over the phone and then simply add in the phrase at certain points of that conversation.
At first, you’ll probably have to remind yourself. After you do this technique a couple times and gain competency and confidence about it, it will become second nature in your process and you will start seeing more sales close, and more money in your bank account.
Have you ever made a sale over the phone? If so, what was the most challenging part of it, and how did you overcome it? Share your stories and thoughts with us below!
Personal Development
These 11 Habits Will Make You More Productive, Successful, and Confident
Boost your focus, confidence, and results with 11 powerful habits successful people use every day.

Successful people love to help beginners. They have an incredible work ethic and rarely complain. As a result, others naturally look up to them and want to follow in their footsteps.
But here’s the truth: there’s no success without sacrifice. You’ll need to give up comfort, excuses, and sometimes even social approval to accomplish your goals.
Value comes from solving problems, and these 11 powerful tips will help you become more productive, successful, and confident, starting today.
1. Take Short Breaks After Finishing a Task
Psychology shows it’s important to reward positive behaviour.
After completing a big task or finishing a book, take five minutes to walk, stretch, or simply breathe. This quick reset helps your brain recharge and strengthens focus.
Many great writers swear by morning walks, solitude, and reflection can unlock creativity.
But if you refuse to take breaks, don’t be surprised when burnout hits. Your brain needs recovery time just as much as your body does.
2. Schedule Your Most Important Tasks First
Multitasking kills productivity. If you want to get more done, try time blocking, a method where you dedicate set periods for specific tasks.
Productivity expert Caitlin Hughes explains, “Time blocking involves scheduling blocks of time for your tasks throughout the day.”
For example, if you’re a writer:
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Research your topic at night.
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Write your first draft in the morning (don’t worry if it’s rough).
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Edit in the afternoon, great writing comes from rewriting.
You can’t buy more time. Use it intentionally and without regret.
3. Eliminate Distractions from Your Workspace
Focus is the foundation of success.
According to Inc. Magazine, it takes an average of 23 minutes to recover from a distraction. That’s nearly half an hour of lost productivity every time you check your phone.
Put your phone away. Close unnecessary tabs. And yes, limit your Netflix binges.
Meeting deadlines consistently is one of the fastest ways to stand out and earn respect.
4. Take Full Responsibility for Your Life
Entrepreneur Derek Sivers once said, “Everything is my fault.”
This mindset doesn’t mean self-blame; it means self-ownership. Stop pointing fingers, making excuses, or waiting for others to change.
If your habits (like smoking or drinking too much) hold you back, it’s time to make better choices. Your friends can’t live your dreams for you; only you can.
5. Invest an Hour a Day in Learning New Skills
Knowledge compounds over time.
Whether you read books, take online courses, or practise a craft, consistent learning gives you a competitive edge.
I used to struggle with academic writing, but I improved by studying the work of great authors and applying what I learned.
Your past doesn’t define you; your actions do. Every new skill adds another tool to your arsenal and makes you more unstoppable.
6. Develop a Growth Mindset
Psychologist Dr. Carol Dweck introduced the concept of fixed vs. growth mindset.
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A fixed mindset believes success is based on natural talent.
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A growth mindset believes success comes from effort and learning.
Choose the growth mindset. Embrace challenges. See failures as feedback. In today’s fast-moving digital world, adaptability is your biggest advantage.
7. Learn Marketing to Reach People Who Need You
I once believed marketing was manipulative, until I realised it’s about helping people solve problems.
If your work provides genuine value, marketing is how you let others know it exists. Even Apple spends billions on it.
Don’t be ashamed to promote your skills or business. Without visibility, your ideas will never reach the people who need them most.
Creative professionals who understand marketing and sales have an unfair advantage.
8. Ask Your Mentor the Right Questions
Good mentors can fast-track your growth.
While mentorship often costs money, it’s one of the best investments you can make. Great mentors don’t care about titles; they care about your progress.
If you don’t have access to a mentor yet, books are your silent mentors. Read the best in your field, take notes, and apply what resonates.
9. Build Confidence Through Action, Not Affirmations
Author Ryan Holiday once said, “I don’t believe in myself. I have evidence.”
Confidence doesn’t come from shouting affirmations into the mirror; it comes from proof. Doing hard things, keeping promises to yourself, and following through.
When you consistently take action, your brain gathers evidence that you can handle whatever comes next. That’s real confidence, grounded, earned, and unshakable.
10. Focus on Your Strengths
Your strengths reveal where your greatest impact lies.
If people compliment you on something often, it’s a clue. Lean into it.
A former professor once told me I was creative, and that simple comment gave me the confidence to go all in. I studied creativity, applied it daily, and turned it into my career advantage.
Double down on your strengths. That’s how you build momentum and mastery.
11. Identify and Challenge Your Limiting Beliefs
Your beliefs shape your reality.
For years, I believed I couldn’t be a great writer because of my chronic tinnitus and astigmatism, sensory challenges that made concentration difficult. But over time, I realised those struggles made me more disciplined, observant, and empathetic.
Your limitations can become your greatest motivators if you let them.
Avoid shortcuts. Growth takes time, but it’s always worth it.
Final Thoughts
Becoming productive, successful, and confident isn’t about working harder than everyone else. It’s about working smarter, consistently, and intentionally.
You don’t need to overhaul your life overnight. Start small: take a break after your next task, schedule your priorities, or spend one hour learning something new.
Every habit you change compounds into long-term success. Remember, true change comes from practising new behaviours.
Success Advice
Why One-Size-Fits-All Leadership Will Always Fail (and What Works Instead)
The surprising truth about leadership styles that can make or break your team’s success.

Leadership has always been as much about people as it is about performance. Ken Blanchard, in his influential book, “The One Minute Manager”, put it simply: different strokes for different folks. (more…)
Success Advice
What Every New CEO Must Do in Their First 100 Days (or Risk Failure)
Your first 100 days as CEO could define your entire legacy, here’s how to make every move count

When Tim Cook took over from Steve Jobs at Apple, the world watched with bated breath. Jobs wasn’t just a CEO; he was a visionary, an icon, and a legend of innovative leadership. (more…)
Entrepreneurs
The Leadership Shift Every Company Needs in 2025
Struggling to keep your team engaged? Here’s how leaders can turn frustrated employees into loyal advocates.

In workplaces around the world, there’s a growing gap between employers and employees and between superiors and their teams. It’s a common refrain: “People don’t leave companies, they leave bad bosses.”
While there are, of course, cases where management could do better, this isn’t just a “bad boss” problem. The relationship between leaders and employees is complex. Instead of assigning blame, we should explore practical solutions to build stronger, healthier workplaces where everyone thrives.
Why This Gap Exists
Every workplace needs someone to guide, supervise, and provide feedback. That’s essential for productivity and performance. But because there are usually far more employees than managers, dissatisfaction, fair or not, spreads quickly.
What if, instead of focusing on blame, we focused on building trust, empathy, and communication? This is where modern leadership and human-centered management can make a difference.
Tools and Techniques to Bridge the Gap
Here are proven strategies leaders and employees can use to foster stronger relationships and create a workplace where people actually want to stay.
1. Practice Mutual Empathy
Both managers and employees need to recognize they are ultimately on the same team. Leaders have to balance people and performance, and often face intense pressure to hit targets. Employees who understand this reality are more likely to cooperate and problem-solve collaboratively.
2. Maintain Professional Boundaries
Superiors should separate personal issues from professional decision-making. Consistency, fairness, and integrity build trust, and trust is the foundation of a motivated team.
3. Follow the Golden Rule
Treat people how you would like to be treated. This simple principle encourages compassion and respect, two qualities every effective leader must demonstrate.
4. Avoid Micromanagement
Micromanaging stifles creativity and damages morale. Great leaders see themselves as partners, not just bosses, and treat their teams as collaborators working toward a shared goal.
5. Empower Employees to Grow
Empowerment means giving employees responsibility that matches their capacity, and then trusting them to deliver. Encourage them to take calculated risks, learn from mistakes, and problem-solve independently. If something goes wrong, turn it into a learning opportunity, not a reprimand.
6. Communicate in All Directions
Communication shouldn’t just be top-down. Invite feedback, create open channels for suggestions, and genuinely listen to what your people have to say. Healthy upward communication closes gaps before they become conflicts.
7. Overcome Insecurities
Many leaders secretly fear being outshone by younger, more tech-savvy employees. Instead of resisting, embrace the chance to learn from them. Humility earns respect and helps the team innovate faster.
8. Invest in Coaching and Mentorship
True leaders grow other leaders. Provide mentorship, career guidance, and stretch opportunities so employees can develop new skills. Leadership is learned through experience, but guided experience is even more powerful.
9. Eliminate Favoritism
Avoid cliques and office politics. Decisions should be based on facts and fairness, not gossip. Objective, transparent decision-making builds credibility.
10. Recognize Efforts Promptly
Recognition often matters more than rewards. Publicly appreciate employees’ contributions and do so consistently and fairly. A timely “thank you” can be more motivating than a quarterly bonus.
11. Conduct Thoughtful Exit Interviews
When employees leave, treat it as an opportunity to learn. Keep interviews confidential and use the insights to improve management practices and culture.
12. Provide Leadership Development
Train managers to lead, not just supervise. Leadership development programs help shift mindsets from “command and control” to “coach and empower.” This transformation has a direct impact on morale and retention.
13. Adopt Soft Leadership Principles
Today’s workforce, largely millennials and Gen Z, value collaboration over hierarchy. Soft leadership focuses on partnership, mutual respect, and shared purpose, rather than rigid top-down control.
The Bigger Picture: HR’s Role
Mercer’s global research highlights five key priorities for organizations:
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Build diverse talent pipelines
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Embrace flexible work models
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Design compelling career paths
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Simplify HR processes
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Redefine the value HR brings
The challenge? Employers and employees often view these priorities differently. Bridging that perception gap is just as important as bridging the relational gap between leaders and staff.
Treat Employees Like Associates, Not Just Staff
When you treat employees like partners, they bring their best selves to work. HR leaders must develop strategies to keep talent engaged, empowered, and prepared for the future.
Organizational success starts with people, always. Build the relationship with your team first, and the results will follow.
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