When three-fourths of prospects and clients use the phone, it deserves focus. In this article written for AHD, Rick Purnell shares recent Salesforce data and addresses generational avoidance of using the phone.
- 61 percent of customers prefer to speak to someone via phone when they need help
- 75 percent of customers believe calling a business will give them the quickest response time
Source: RPR Company, January 29, 2026. Link.
Smile sincerely before answering. It changes your tone of voice.”
INSIGHTS: The importance of telephone skills, recurring training and routine monitoring of calls as they are answered can’t be overlooked.
When I went to work for Ralston Purina many moons ago they issued newly hired salespeople a mirror with the checkerboard logo on it to put on our desks. It was to remind us to smile while talking on the phone. And yes it worked. Great advice from Rick Purnell.