Own the Call

Most bad calls are lost in the first thirty seconds.

You were handed a script, a headset and a target. Nobody taught you the craft.

Whether you sell, support, recruit or collect, your whole job happens through one narrow channel: your voice. Everything the other person decides about you comes from how you sound and what you say in the opening seconds. And almost nobody is ever trained for it.

Own the Call is the practical handbook that fills that gap. Fourteen short chapters, each on one part of the craft, each with something you can use on your very next call.

Inside you will learn how to:

• Open a call so it does not end early, and earn the next thirty seconds


• Build real rapport in under a minute without sounding scripted


• Ask the questions that make people open up and talk honestly


• Handle any objection in four steps, without ever arguing


• Stay steady with angry callers, and reset properly afterwards


• Beat call reluctance on the mornings you cannot face the phone


• Close clearly, ask once, and then stop talking


• Follow up in the way that actually wins the business

This is a handbook and a working log in one. You get fifteen word-for-word scripts, pre-call and post-call checklists, ready-to-use templates, and an Action Log at the end of every chapter so the reading turns into a habit instead of a nice idea you forget by Thursday.

Written for: sales and inside sales teams, customer support and contact centre agents, recruiters, account managers, collections teams, consultants, freelancers and small business owners. Team leaders will find a full coaching system in here too.

Every template in the book is also available as a free editable companion toolkit. Details inside.

Pick up the phone.