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The Phone Lady's Blog

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phone sales

How Persistence Builds Trust

By Mary Jane Copps | January 11, 2020
sales manager speaking on the phone

Persistence remains a challenging topic for the business owners, entrepreneurs and salespeople who work with me. For some reason, persistence and pestering get intertwined and while the two words may start with the same letter, they are not at all alike. The word persistence comes … Read more

A Hockey Legend’s Inspiration

By Mary Jane Copps | December 7, 2019
making a sales call

In our house, CBC Radio is on most of the time. Sometimes I listen intently, sometimes bits of information enter my consciousness while I’m focused on other things. This is what happened on November 28. The Current was on and a panel was discussing the … Read more

To Listen and Learn … Press Mute

By Mary Jane Copps | October 5, 2019
phone conversation in office

It doesn’t seem to matter how many projects I do as The Phone Lady, I still get incredibly excited when I’m on a discovery call with a new client. As they start sharing their challenges with me, my brain shifts into high gear and I’m … Read more

The #1 Reason I LOVE Phone Calls

By Mary Jane Copps | September 22, 2019

A few months ago an executive approached me about working with her sales team and we arranged to meet. She came to my office and we had a wide-ranging conversation about many aspects of her business and the specifics of the problems she wanted to … Read more

Coaching Yourself Through Setbacks

By Mary Jane Copps | February 17, 2019

In a recent workshop, a participant asked, “How can I stay focused and positive during difficult times, when no one is answering their phones or conversations aren’t resulting in booked appointments?” While I’m by no means an expert on creating optimism and enthusiasm, a recent setback taught me … Read more

What’s With “Talking Over”?

By Mary Jane Copps | January 5, 2019

We’ve all had this happen on the phone – the other person talks over us as we start or finish a thought. Doesn’t it make you crazy? Speaking for myself … it gets under my skin very quickly. Why does talking over happen? What does … Read more

What’s With Persistence?

By Mary Jane Copps | December 9, 2018

When I stand in front of a group of entrepreneurs or salespeople and talk about persistence, almost everyone squirms in their seat. The discomfort around following up, making multiple calls and connections, is almost universal. Why? I think it’s about semantics, the words we use … Read more

The Death of Spontaneity

By Mary Jane Copps | October 28, 2018

If you’re not reaching clients or prospects on the phone, don’t take it personally. It’s part of a larger societal shift that is phasing out our relationship with spontaneous phone calls. This was clarified for me recently in a conversation with Jeff Brookhouser, President & … Read more

Our #1 Responsibility as Entrepreneurs & Salespeople

By Mary Jane Copps | September 22, 2018

Whenever I work with entrepreneurs I ask them: “What is your first and most important responsibility?” The popular answer is “make money”, and of course this is vital. But at the top of the priority list is … letting your target market know you exist. … Read more

The #1 Way to Increase Success With Customers & Prospects

By Mary Jane Copps | September 9, 2018

A quote floated past me on Twitter last week and took my breath away for a moment. It captured a bit of wisdom that I believe deeply. I quickly wrote it down and used it as the starting point for a workshop the next day. … Read more

What I’m Using: Refract.ai

By Mary Jane Copps | July 7, 2018

As a tool for improving phone conversations, artificial intelligence was sitting in a distant corner of my priority list, until Krystal Hobbs introduced me to Jim Brown who interviewed me on his podcast Sales Tuners which was heard by Richard Smith of Refract.ai who called … Read more

Walking Your Talk … On The Phone

By Mary Jane Copps | March 17, 2018

Twitter colleague Dimitra Chronopoulos often shares her phone success with me, something I truly appreciate. In her last post, she also included a question, one that I often get asked but have never included here. So … today’s the today! Here’s Dimitra’s post: Had 3 … Read more

A Lesson From The Front Row

By Mary Jane Copps | March 11, 2018

She was one of the last arrivals to the workshop and ended up sitting in the front row. In the crowded space, I could almost reach out and touch her. For 90 minutes I was aware of her furrowed brow and how, when others laughed … Read more

It’s 2018 – Stop Selling Like It’s 1989!

By Mary Jane Copps | January 28, 2018

Miserable winter weather recently had me juggling my schedule, allowing me to spend the day in my office. It turned into one of those awesome days of zipping through email, checking items off a to-do list, and generally feeling fabulously efficient. So when my phone … Read more

Teaching by Example

By Mary Jane Copps | January 20, 2018

A recent Twitter conversation with Janet MacDonald  of @mycampusgps  has reminded me of a question I frequently get asked, and how the answer relates directly to providing teenagers with the support and confidence they need to talk on the phone. I often get asked, “Why … Read more

7 Ways to Reach Potential Sponsors With A New Idea

By Mary Jane Copps | January 7, 2018

On June 22, for the first time, Halifax will join a world-wide community in celebrating Social Media Day (originally launched in 2010 by Mashable to recognize and honour the impact of social media on global communication) with a full-day conference focused on learning, sharing and … Read more

The Phone Lady’s Best Advice in 2017

By Mary Jane Copps | December 17, 2017

If all goes according to plan, as this blog post is published I’ll be hanging out with my grandchildren in California. Lucky me! In fact I’ve had very little to do with the creation of this post because, for quite some time, I’ve had an … Read more

Fewer Words, More Conversation

By Mary Jane Copps | March 5, 2017

The most important outcome of speaking with a prospect – or existing client – is learning more about them. Our ability to serve is directly connected to how much we understand their needs, challenges and goals. Yet many times we end a phone conversation without … Read more

Focused Calls: As Easy As 1-2-3-4

By Mary Jane Copps | February 26, 2017

Losing control of a phone conversation is a challenge that often comes up in my coaching sessions and workshops. As a conversation expands, one or both parties bounce from topic to topic and the call ends without essential information being shared or the most crucial … Read more

Three Phone Skills That Improve Your Social Media

By Mary Jane Copps | January 15, 2017

This past week I enjoyed two experiences which exemplify the power of social media. The first was in a workshop I delivered on Monday. Several people in attendance had discovered the workshop through my blog and were already part of my LinkedIn universe. (And this … Read more

Crowded Marketplace? Share Your Truth!

By Mary Jane Copps | November 20, 2016

Massive competition is something many entrepreneurs and salespeople face every day. Those in real estate or insurance are good examples, but it also applies to those in software, selling customer relationship management or accounting systems. When you know you are one of many, how do you … Read more

Reframe the Challenge; Create the Best Question

By Mary Jane Copps | November 13, 2016

There’s a direct relationship between the words we use on the phone and our ability to uncover new opportunities and increase our revenue. When your prospecting calls aren’t having the desired impact, examine the language you’re using. A quick edit can make a big difference. My friend … Read more

Ignorant Sales Calls Alienate Potential Customers

By Mary Jane Copps | November 6, 2016

One of the first salary cheques I ever signed (back in 1988) was for an employee whose job seems a bit ridiculous today. She read magazines and newspapers, listened to specific radio and television programs, and provided me with detailed information on individuals I could … Read more

Here’s Why Your Sales Calls Aren’t Working

By Mary Jane Copps | October 28, 2016

Attending Dreamforce 2016 in early October continues to provide me with unexpected – and incredibly valuable – business lessons, including new knowledge about today’s sales calls and why so many people think the “cold call is dead”. Whether you are in sales or customer service, … Read more

Categories of Cold Calls

By Mary Jane Copps | October 16, 2016

Before you get completely overwhelmed by even the thought of making a cold call, one of the things you need to do is take a few moments to determine what type of cold call suits your service or product. The task may be much less … Read more

Who’s On Your “Hot List”?

By Mary Jane Copps | September 24, 2016

Whether you are an entrepreneur building your business or a salesperson working towards making (or exceeding) budget, maintaining a “hot list” is essential to success. Simply put, a hot list contains the names of prospects that you believe are going to become customers, and it … Read more

The Language of Grief

By Mary Jane Copps | September 18, 2016

At a conference in mid-August I had the priviledge of attending a presentation by Amy Florian, CEO of Corgenius. A powerful, engaging speaker she provided everyone in the audience with a new and invaluable understanding of the language of death. I’m honoured that she has … Read more

Fewer Conversations = More Sales?

By Mary Jane Copps | September 11, 2016

“Opening is the new closing.”  Anthony Iannarino When this quote appeared on my computer screen last week … well, I wasn’t sure what to do first. I recognized the truth of these five words instantly and can’t deny that I fought back a wee bit … Read more

Ready, Set, Crunch … The Numbers You Need for Year-End Success

By Mary Jane Copps | September 4, 2016

Wow … what a crazy August it’s been for The Phone Lady. I’ve had the honour of attending a conference in Iowa, working with very energetic sales and customer service teams in Toronto and travelling to all  four Atlantic provinces in four days to share phone communication … Read more

We can now curate who we talk to in a way that wasn’t thinkable when a bulky landline phone rang with anonymous urgency. Listen in here.
CBCs-The-Current
CRTC has recently taken new steps to fight fraud calls and phone scams. Read (and listen) to what Mary Jane has to say about this problem.
Cold Calls: The Psychology Behind the Human Voice - listen to this podcast featuring The Phone Lady.
This Hour Has 22 Minutes
Episode featuring The Phone Lady - watch Telephone Lessons for Millennials.
The Wall Street Journal.
Some on Wall Street are hanging up on voicemail. See what The Phone Lady has to say.