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sales callsSales calls don’t have to be daunting, especially when you and your peers are struggling with the same issues. As you know, I’m always checking in with MSPs about how they’re overcoming challenges related to sales calls, and what I’ve found over the years is many TruMethods members aren’t confident enough in correctly pacing their own sales calls.

Some MSPs say their calls are moving too fast, while others say their calls aren’t moving fast enough. So, what’s the right pace for a sales call? There are a few things to keep in mind before hopping on your next call with a prospect, and they’re easy to remember.

Assess your prospects

The first thing you’ll need to do is become aware of how prospects are interacting with you. Do you feel they’re trying to move the conversation along, or is your gut telling you you’re going to have to be a bit more attentive?

Determine the personalities of your potential customers, and adjust your sales call approaches accordingly. After you’ve perfected this technique, your calls will be more natural (and you’ll close more deals).

Mirror the personalities of your prospects

The most important thing to remember is to try to mirror the pace and personality of the prospect on the other end of the phone call. Unfortunately, there’s no one-size-fits-all approach to monitoring the pace of sales calls, so you’ll have to think on your feet and react to how your prospect is responding to your questions during the sales call. But, there’s good news: You’ll more than likely only run into two main personality types.

Some decisions makers will seem distracted on calls. They’ll come across as restless, and you’ll feel as though they’d rather be elsewhere. You’ll want to keep conversations moving with these executives. They’ll want you to get right to the point.

You’ll also run into executives who’ll be a bit more thoughtful with their questions and answers. If you’ve got a driving personality, you’ll roll right over them, so be careful and attentive. Don’t move conversations along until they’re ready for you to do so.

Don’t forget to practice

Yes, you’re not going to be good at mirroring personalities initially, but you’ll get the hang of it. As with anything else, practice as much as you can, whenever you’ve got some free time. I know free time is rare, but do your best to make practicing a priority if you’re struggling with determining the correct pace for your sales calls. And, don’t be afraid to record your calls to see where you’ve got room to improve. The more you review your calls, the easier it’ll be for you to pick up on what you should be practicing.

Always pay attention to how the person on the other end of the line is interacting with you. Does the prospect come across as anxious? If so, speed up the conversation. On the other hand, if the prospect seems to be more thoughtful, slow down the discussion. Mirror the voice you’re conversing with, and you’ll never again have issues with pacing.

Photo: LDprod/

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Gary Pica

Posted by Gary Pica

Gary Pica is a pioneer in the managed services field. He is one of ChannelPro's 20 industry visionaries and MSP Mentor's most influential leaders. He has already built two top-performing MSPs. Today, Gary is the President of TruMethods, a training, peer, and accountability firm aimed at helping IT solution providers reach their full potential as MSPs and cloud providers. Gary shares the key ingredients that transformed his business and his life through his training process. Today, hundreds of IT providers around the world utilize the TruMethods business transformation framework.


  1. Good thoughts… Totally agree with this.


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