The 12 Faces of Call Reluctance
Why do we hate to use the phone?
o
o
o
Yielder
Overpreparer
Emotionally
unemancipated
Are you one of these classic types
Identified by George Dudley and Shannon
Goodson.
Listed in order from most common to least
common
o
Fears intruding on others or being pushy.
o
Overanalyzes
Underacts.
o
o
o
Separationist
o
Hyper-Pro
o
o
Fears loss of family approval
Resists mixing business and family.
Fears loss of friends
Resists prospecting among personal friends.
o
Obsessed with image
Fears being humiliated.
Role rejecter
o
Ashamed to be in sales.
Socially selfconscious
o
Intimidated by upmarket customers.
Doomsayer
Telephobic
Stage fright
Referral
aversions
Oppositional
reflex
Worries, won’t take risks.
o
Fears using the telephone for prospecting or
selling.
o
Fears group presentations.
o
Fears disturbing existing business or client
relationships.
o
Rebuffs attempts to be coached.