Room 11 Coaching

Give a customer ten options and you have not helped them. You have given them a reason to go away and think about it.

Too much choice does not feel generous to the person on the other end. It feels like work, and work gets postponed. The customer who could have decided today now needs to weigh up ten things, so they decide to decide later, and later often never comes.

The skill is doing the thinking for them. From everything you learned in the fact-find, you narrow it to the two options that genuinely fit, and you explain why. Now the customer has a real, manageable decision in front of them.

In Module 3 we work on suggesting options cleanly, because a confused customer does not buy. A clear one does.

Your job is not to show them everything you have. It is to guide them to the right thing.

Make the decision easy and more people will make it.

☎️ Phone me on 07834 483585 to talk about simplifying the sale.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

Two days. £5k. Your telesales team, on fire. Sharper, more energetic and more commercially aware than they were before they started.

That's the masterclass. Let me tell you exactly what it is and who it's for.

You run a team who sell over the phone. Somewhere between 5 and 20 people.

The results are there, but they could be better, and you want to give your team a focused boost, prove you believe in them, and see results immediately. You just don't have the time or the finance to commit to a longer programme right now.

£5k is an investment worth making, and you can sign it off immediately. No board-level conversation required.

Here is what happens: I work with your team for two days. We go right back to basics: what a salesperson actually is, how communication works when you lose more than half of it down the phone line, and how the person on the other end is wired differently to the person making the call.

Then we build skills, confidence and energy back up, and your team leaves with practical tools they can use on their next call.

I have 25+ years working with telesales teams. I get results. Every time.

If you want to know more, drop me a message.

"It's too expensive."

Your team hears it constantly, and most of them treat it as the end of the conversation. It is usually the start of one.

Price objections are rarely only about price. Underneath "it's too expensive" is a signal that says if this was a different price I might be interested.

Excellent salespeople interpret that as 'I do not fully understand what I am getting. I do not yet trust that it will work for me'.

Argue with the number and you get nowhere. Understand the doubt underneath it and you have something to work with.

In the masterclass we map objections properly. What was said, what the customer actually means, and the opportunity hiding inside it. "It's too expensive" becomes a chance to show the value they had not seen yet.

An objection is not a door closing. It is the customer telling you exactly what they need before they can say yes.

☎️ Phone me on 07834 483585 to talk about turning objections into openings.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

Sometimes the smartest thing your team can do is not close the sale today.

That is uncomfortable for a lot of managers to hear, but pushing for a yes at the wrong moment costs far more than a slow deal. It costs the relationship, the repeat business and the referral, and sometimes your reputation if the customer feels cornered.

When someone is genuinely unsure, leaning harder rarely tips them into yes. It tips them into no, and often into never. Whereas letting them go away, think, and come back on their own terms keeps the door wide open.

This is not softness. It is playing the long game rather than chasing today's number, and over a year it wins more business, not less.

We teach people to spot the difference between a hesitation you can gently work through and a moment where the right move is to give the customer room.

Knowing when not to close is a sign of a confident salesperson, not a weak one.

☎️ Phone me on 07834 483585 to talk about closing at the right time.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

If a customer is ready to buy early in the call, let them.

It sounds obvious, but I have watched salespeople talk right past a yes because they had four more points to get through. The customer was ready at minute three. By minute nine, having been sold to for six minutes they did not need, they were not so sure any more.

When you hear a genuine buying signal, take it. Close the sale.

But here is the part people miss. Once it is agreed, go back and make sure they have everything they need to feel confident in the decision. The detail still matters, it just matters after the yes, not before it.

We teach this in Module 3 as part of keeping the whole process simple. Know where you are in the conversation. Move forward when the customer is ready, loop back to fill the gaps, and never keep selling to someone who has already decided to buy.

Read the signal, then act on it.

☎️ Phone me on 07834 483585 to talk about your team's timing.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

Ask a good question. Then stop talking.

It is one of the hardest things to teach and one of the most powerful. Most salespeople ask a question and then, terrified of the silence, immediately answer it themselves or soften it into something smaller. They fill the gap, and in filling it they let the customer off the hook.

The silence was doing the work. Given a few seconds, the customer thinks, and then they talk. And what they say gives you data, something they would not have said if you had rushed in.

We practise sitting in that pause, because it feels much longer to the person who asked than to the person thinking. Three seconds of quiet can feel like an age, and it is usually where the honest answer comes from.

Silence is not an awkward gap to be filled. It is a tool. Learn to use it and you will hear things your competitors talk straight over.

☎️ Phone me on 07834 483585 to talk about the tools most training skips.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

Plenty of sales calls fail at the close, and the reason is simpler than people think.

The salesperson never actually closes.

They build good rapport. They do a solid fact-find. They talk the customer through everything. And then they let the call drift to an end without ever asking the customer to say yes.

The whole conversation was heading somewhere, and at the final moment they stop short of asking for the sale.

It is not laziness. It is nerves.

Asking for the sale feels like the point where they might hear no, so they avoid it and hope the customer offers first.

Most customers do not. They wait to be asked, and when they are not, the call quietly ends with nothing decided.

Closing is not a hard-sell trick. It is simply asking a clear question and then staying quiet long enough for the answer.

If your team have done the work up to that point, the ask should feel like the natural next step, not a leap.

If your team are having good conversations that somehow never turn into sales, this is usually where it is falling down.

They are doing almost everything right and missing the one thing that counts.

☎️ Phone me on 07834 483585 to talk about why your good calls are not converting.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

Delighting Customers - let’s talk about this 💡

What does it mean for you? For your organisation?

How do you measure it? External verification and assessment such as NPS? Internal KPI tracking?
Do you measure it at all?

One thing is for certain.

Delighting customers starts from within.

It starts with every colleague taking proactive accountability for their own actions.

It means sometimes looking outside the usual parameters of their role and doing what needs to be done, not just the bare minimum they can get away with.

It also means understanding people.

Behaviours. Communication pit falls. Needs. Opportunities to hold boundaries calmly and kindly.

It does not mean the customer is always right.

There is a calmness to Delighting Customers well.

And that often requires a culture change all the way through the lifeblood of the people, communication, sales and CX strategy.

It doesn’t happen overnight. Just like Rome wasn’t built in a day.

I will be with you from day 1.

Actually, I’ll be with you from day -30, that’s when I start to develop the strategy that fits your organisation.

To find out more about how this will work for your organisation drop me a DM saying DELIGHT
Better still call me on 07834 483585 ✨

Your sales teams are delivering good results. Most of the time.

Some of them are always reliable
Some of them are emotional in their results- sometimes brilliant, but easily disrupted meaning when they are down, they are down!
Some of them lack the confidence to really sell well.
Some of them lack the desire to sell really well.
All some of them need is the techniques to match their enthusiasm.

I understand the challenges sales and CX teams face. I have experienced them first hand with my own teams.

I also know how to fix it.

Combining coaching (for mindset work) and training (for skills) my work takes your team from good most of the time to excellent all of the time.

Delivery is engaging, fun & simple to understand meaning the skills stay with your teams long after I have finished working with them.

To find out more drop me a message. A DM is welcome. A WhatsApp or call is even better- 07834 483585

Let’s hit the last quarter of the year hard. Finish on the up and prep for 2027 with intention 💥

Curiosity is a sales skill. Most people just do not think of it that way.

The salespeople who consistently do well are not the smoothest talkers. They are the most genuinely interested. They ask another question where others would launch into the pitch. They want to know how the customer's business actually works, what is frustrating them, what good would look like.

That interest does two things. It uncovers the information you need to be useful, and it makes the customer feel that this is a conversation, not a transaction.

You cannot script curiosity, but you can build the habit. In the masterclass we get people used to going one question deeper than feels comfortable, because that is usually where the useful stuff lives.

The pitch matters far less than people think. The questions matter far more.

Be interested, and you will rarely be boring.

☎️ Phone me on 07834 483585 to talk about the habits that make a strong salesperson.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching