Too busy to read?

Salesfolks, wait for the green light A note here for salespeople. If you ask a prospect if he or she has time to talk and the answer is 'Not really, but tell me what's on your mind,' DON'T! Do not make your sales pitch while they're red. Do not talk with them when they're yellow. Wait until they're green, very green.

Technique 69: 'I hear your other line' When you hear a phone in the background, stop speaking - in midsentence if necessary - and say 'I hear your other line' (or your dog barking, your baby crying, your spouse calling you). Ask whether she has to attend to it. Whether she does or not, she'll know you're a Top Communicator for asking.

Technique 61: Name shower People perk up when they hear their own name. Use it more often on the phone than you would in person to keep their attention. Your caller's name re-creates the eye contact, the caress, you might give in person.

Technique 62: Oh wow, it's you! Don't answer the phone with an 'I'm just sooo happy all the time' attitude. Answer warmly, crisply, professionally. Then, after you hear who is calling, let a huge smile of happiness engulf your entire face and spill over into your voice.

Technique 65: What colour is your time? No matter how urgent you think your call, always begin by asking the person about timing. Either use the What Colour Is Your Time? device or simply ask, 'Is this a convenient time for you to talk?' When you ask about timing first, you'll never smash your footprints right in the middle of your telephone partner's sands of time. You'll never get a 'No!' just because your timing wasn't right.

Technique 67: Your ten-second audition While dialling, clear your throat. If an answering machine picks up, pretend the beep is a big Broadway producer saying 'Nexxxt.' Now you're on. This is Your Ten-Second Audition to prove you are worthy of a quick callback.

Technique 63: The sneaky screen If you must screen your calls, instruct your staff to first say cheerfully, 'Oh yes, I'll put you right through. May I tell her who's calling?' If the party has already identified himself, it's 'Oh of course, Mr Whoozit. I'll put you right through.' When the secretary comes back with the bad news that Mr or Ms Bigwig is unavailable, callers don't take it personally and never feel screened. They fall for it every time. Just like I did.

Technique 60: Talking gestures Think of yourself as the star of a personal radio drama every time you pick up the phone. If you want to come across as engaging as you are, you must turn your smiles into sound, your nods into noise, and all your gestures into something your listener can hear. You must replace your gestures with talk. Then punch up the whole act 30 per cent!