In this episode of the Center of Excellence Sales Podcast, host Tim Genovese is joined by Brad Taylor and Oliver Young to break down one of the most overlooked but critical sales skills: confidence on the phone.

With a majority of customer interactions still happening over the phone, this episode explores why so many sales professionals struggle to convert inbound calls into real opportunities and how a lack of confidence directly impacts appointment rates, trust, and overall performance.

What You’ll Learn:

Why 74% of customers call ready to book, but only 30% actually set an appointment
How lack of confidence creates uncertainty and kills deals before they start
The difference between answering questions vs. leading conversations
How to use curiosity and questioning to build trust instantly

Key Topics Covered:

Why phone calls are still one of the most powerful tools in sales
How to guide conversations instead of giving control back to the customer
The importance of asking deeper questions to uncover real needs
How to handle common call-stoppers like “What’s my trade worth?”
Why excitement and curiosity are essential for building momentum

Practical Sales Takeaways:

Stop doing what the customer can do on their own and start adding value
Use every answer as a bridge to the next question
Build confidence by understanding the customer, not just the product
Follow conversational “signposts” instead of rigid scripts
Use simple, confident language like “Let’s do this” to move the call forward

Who This Episode Is For:

Automotive and powersports sales teams handling inbound calls
BDC agents and service advisors looking to improve appointment setting
Sales professionals who want to increase conversion rates and build trust faster
Managers looking to improve phone performance across their teams

Key Takeaway:

Confidence on the phone is not about having all the answers. It is about asking the right questions, guiding the conversation, and creating certainty for the customer. When you lead with curiosity and clarity, appointments follow.