Or not qualified to buy. You never know who you're talking to. Especially on incoming calls. I've seen plenty of sales reps mentally disqualify a prospect by just looking at a name on a reply card or computer screen. Yesterday, I looked like I might have been applying for a busboy job, but still received VIP treatment.
Little things mean a lot.
It can get customers, and keep them buying. Or, full of care. You need to CARE about a prospect or customer to truly make an impact. No coaching will help that attitude. In my example, I watched Willie care about all the customers he talked to.