These are the things, some major, some minor, I have noticed in my years of coaching and training . Traits, habits or skills that turn off the customer . The phone can be a very powerful tool in building a long term, successful business. It can also be the thing that kills your business. It all depends on how it is used.
Perception is everything.
Since the person you are talking to on the phone can not see you, they will draw mental pictures of you your professionalism and your business all by how you communicate on the phone. These images will influence their decision to do business with you, more than price or service. If you have the opportunity to call Federal Express, count how many times the phone rings. Most likely, it will be answered in two or three rings. Even if you are switched to an IVR , it is still very few rings.