Most of us will be caught off guard at some time by a cold call. They are rarely welcome calls, someone wanting to sell you something you don’t want or need. Some callers are polite and try to draw you in; others are abrupt and aggressive and make you sound as if you’re being stupid not to take up their wonderful offer.
There are many ways callers can try to draw you in and it’s important to be aware of them. They might sound like a friend, asking you how you are and how your day has been. They might sound almost threatening and put you down for turning down their dreamy product or service. They might say you only have two hours to decide; this incredible offer ends today.
So, it’s helpful to be prepared in advance just in case you get that call. Here are some assertive strategies:
- Use assertive skills. Be clear what you do and don’t want, e.g. to ask for more information verbally now or by mail (only if you do want it), ask for time to think and for them to call back at an agreed time, close the call quickly, and ask them to take you off their lists.
- You may want to make a point about cold calls that the organisation they are calling from needs to be GDPR compliant (abide by data protection regulations) and to ask if they are.
- Assuming you want to get off the call quickly, be sure not to get engaged in conversation, such as about the product, about your business if you have one, about you personally.
- Sign up to TPS (the Telephone Preference Service) https://www.tpsonline.org.uk/ and if you still get a cold call, tell the person you are signed up to this and they may well hang up quickly themselves!
- Install on your Smartphone a blocking App such as Truecaller https://www.truecaller.com/ which will automatically screen and block spam callers.
It’s helpful to have a script to hand. Assertiveness requires clarity, calm and a measured tone. If you sound anxious or flustered, the caller may be able to use this cleverly. However, there are many cold callers who are doing a job they’ve been asked to do, and the process is likely to be uncomfortable for them. They are human too. They will get lots of No’s for an answer, phones slammed down, even insulting remarks. So, remember to be polite along with clarity.
Here are some useful phrases:
- When they start the call by asking how business is: I don’t discuss my business over the phone. Who is this please?
- Thanks for calling. It’s not something I’m interested in, so I’ll go now. Have a good day.
- I’m going to interrupt you. I don’t buy from cold calls over the phone. So, I’ll say goodbye and I wish you well.
- If they persist: I have already said I don’t buy over the phone. So, I’m going to say goodbye.
Make a list of phrases to keep at hand or to remember so that you’re ready for such calls and can contain them in a polite and assertive way.
If you would like to develop your assertiveness skills, do get in touch via my email or website. You are welcome to book a free 20-minute call (via phone or Zoom) to find out how coaching can help you.
I also offer an online assertiveness resource to boost your assertiveness skills via self study.
