Phone Test

Written By Jeffrey Gitomer
@GITOMER

KING OF SALES, The author of seventeen best-selling books including The Sales Bible, The Little Red Book of Selling, and The Little Gold Book of Yes! Attitude. His live coaching program, Sales Mastery, is available at gitomer.me.

Telephone Skills Self Evaluation & Personal Game Plan

1=poor 2=average 3=good 4=very good 5=excellent
1=never 2=hardly ever 3=sometimes 4=frequently 5=always

If you are serious about achieving telephone success, post this test someplace where you can see it every day. Create an action plan for each area that you rate a 4 or below. Work on two of your deficiencies each day. Act on these principles until they become a way of life.

I am courteous and considerate on the phone.	1	2	3	4	5
I always get right to the point.	1	2	3	4	5
I speak clearly and effectively.	1	2	3	4	5
I always tell the truth.	1	2	3	4	5
People never ask me to repeat myself.	1	2	3	4	5
I always speak to (and about) others with respect.	1	2	3	4	5
I avoid conflict.	1	2	3	4	5
I try to understand and harmonize.	1	2	3	4	5
I am in control, relaxed, calm when speaking.	1	2	3	4	5
I am offering solutions, not stressing problems.	1	2	3	4	5
I take notes to be sure I follow through	1	2	3	4	5
I follow up in writing.	1	2	3	4	5
I never speak behind someone’s back.	1	2	3	4	5
I try to speak “to” rather than “about.”	1	2	3	4	5
I take complete messages (repeat back information).	1	2	3	4	5
I am patient. I don’t raise my voice when I speak.	1	2	3	4	5
I ask questions to be sure I understand.	1	2	3	4	5
I stay focused when I speak.	1	2	3	4	5
I always say thank you at the end of a call.	1	2	3	4	5
I’m prepared for every call I make.	1	2	3	4	5
I understand and consider the other person’s situation.	1	2	3	4	5
I’m happy on the phone.	1	2	3	4	5
I use humor to make customers and prospects laugh.	1	2	3	4	5
I realize it’s wrong to blame others for my lack of ability.	1	2	3	4	5
I do some form of training for phone skills every month.	1	2	3	4	5
I get the results I expect on the phone.	1	2	3	4	5
I’m good about not making personal calls at work.	1	2	3	4	5
I make non-productive calls or time wasting calls.	1	2	3	4	5
I have the goals and numbers it takes posted in plain sight.	1	2	3	4	5
My calls get returned.	1	2	3	4	5

Telephone Skills Scorecard — How to score:

Count the number of 1’s and transfer them to the blank line following 1 (x). Multiply it times 1.
Count the number of 2’s and transfer them to the blank line following 2 (x). Multiply it times 2.
Do the same for 3, 4, and 5. Total your score.

(To check for error, the first column total should equal the number of questions…30)

1	X	_________	=	_______
2	X	_________	=	_______
3	X	_________	=	_______
4	X	_________	=	_______
5	X	_________	=	_______

Total Score _________

How I Rate on the Telephone…

135 – 150 You’re Excellent. Call and sell me something.
125 – 134 You’re Good. Call me for training.
100 – 124 You’re Fair and in need of skill building help. Call me for serious training.
75 – 99 You’re in big, big need of help. Phone home.
29 – 74 Disconnect your phone.