Here's one you can paste straight in: 3 things to try on your next call Hey team, quick one before you start dialing today. When I listen back to calls that go sideways, it usually happens in the first 30 seconds. The rep sounds rushed, the customer feels it, and the whole call turns into a price check. So here are three small things to try today. None of them take any extra time. 1. Say their name back the second you hear it. Customer says "Hi, this is Mark." You say "Hi Mark!" like you're glad he called. It sounds simple, but it changes the temperature of the call right away. People relax when they hear their own name said warmly. 2. Before you answer the question, go look at the car. When someone asks if a car is still available or what the best price is, tell them you want to put eyes on it yourself because you don't trust the inventory list, and you'll text them a quick video of it. Now you have their cell, a reason to reach back out, and a customer who's waiting to hear from you. That second contact is where most appointments come from. 3. When the trade comes up, skip the ballpark. A guess on the phone either sets them up for disappointment or scares them off. Instead say "Sounds good, when could you bring it by so we can get you a real number?" and give them two times to pick from. If they push, ask them to text you a few photos and the VIN so your appraiser is ready when they show up. Pick one of these and use it on every call today. Then come back tonight and drop a comment with how it went, good or bad. The calls that flopped teach us just as much as the ones that booked. And if you've got a line that always works for you on the phone, share it below. Somebody in here needs it.