Room 11 Coaching

Match the customer's pace. Match their energy. Nine times out of ten they relax, and they have no idea why.

We cannot use body language on the phone, so everything has to come through the voice. And people trust what feels familiar. A fast talker feels rushed by a slow, careful voice. A quiet, measured customer feels steamrolled by someone loud and quick.

Mirroring is not mimicry. You are not copying an accent or repeating words back. You are meeting them at their tempo so the conversation feels comfortable instead of like hard work.

In the masterclass we practise it in pairs. One person deliberately speaks in a certain rhythm, the other matches it, and the difference in how the call feels is obvious to everyone in the room.

The customer will not be able to tell you what changed. They will just feel that talking to your team member was easy, and easy is where trust starts.

☎️ Phone me on 07834 483585 to talk about the small skills that change every call.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

Most people sell the way they would like to be sold to. That is the problem.

If you are direct and fast, you sell direct and fast, and you steamroll the customer who needs time to think. If you love detail, you drown the customer who just wants the headline and a decision.

We teach a simple version of behavioural types. Four colours, quick to learn, easy to spot on a live call. But the first step is not learning to read the customer. It is learning to read yourself.

Once a salesperson knows their own default, they can see the damage it does with the wrong customer, and they can flex. The fast one learns to slow down for the careful buyer. The detailed one learns to give the impatient buyer the short version.

You cannot adjust a habit you cannot see. Self-awareness comes first, then flexibility.

Sell to the person in front of you, not the person you happen to be.

☎️ Phone me on 07834 483585 to talk about bringing this to your team.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

Two days. £5k. Your telesales team, on fire. Sharper, more energetic and more commercially aware than they were before they started.

That's the masterclass. Let me tell you exactly what it is and who it's for.

You run a team who sell over the phone. Somewhere between 5 and 20 people.

The results are there, but they could be better, and you want to give your team a focused boost, prove you believe in them, and see results immediately. You just don't have the time or the finance to commit to a longer programme right now.

£5k is an investment worth making, and you can sign it off immediately. No board-level conversation required.

Here is what happens: I work with your team for two days. We go right back to basics: what a salesperson actually is, how communication works when you lose more than half of it down the phone line, and how the person on the other end is wired differently to the person making the call.

Then we build skills, confidence and energy back up, and your team leaves with practical tools they can use on their next call.

I have 25+ years working with telesales teams. I get results. Every time.

If you want to know more, drop me a message.

The quality of your questions decides the quality of the call.

Ask "Are you happy with your current supplier?" and you get a yes or a no, and a dead end.

Ask "What made you look at this in the first place?" and the customer tells you what is actually going on.

Most salespeople ask closed questions without realising it, because closed questions feel safer. They give them a definitive. But definitive is not the goal. Understanding is.

In the masterclass we play a game where the only way to win is to ask open questions that genuinely uncover something. People are surprised how quickly the conversation changes when they stop interrogating and start exploring.

A good open question does two things at once. It gives you the information you need, and it makes the customer feel that someone is finally interested in their situation rather than their signature.

Better questions, better calls. It really is that direct.

☎️ Phone me on 07834 483585 to talk about the questions your team is asking.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

Twenty-five years in. One thread runs through all of it.

I help people back themselves, and I help businesses grow because of it.

Here is what that has actually looked like.

Top performing female salesperson at Simplyhealth, helping new starters develop their skillset in the process.

I built a Water Babies franchise from scratch and ran it for 18 years, scaling to around 1,300 families a week across 17 pools.

I have trained and coached sales teams across telecoms, agriculture, warranty, leisure, IT and more, turning quote conversion and target performance into real, measurable revenue for organisations of all shapes and sizes.

I hold an EMCC Level 7 Diploma in Transformational Coaching and I am completing a Foundation Degree in Educational and Organisational Transactional Analysis.

Outside of work I am Chair of Governors at a local primary school, a trustee at my local foodbank, and a very proud mum to three not so small humans.

Today I run Room 11 Coaching, helping leaders and their teams sell and communicate with confidence and consistency. And I am building NudgMe, a platform focused on the emotional resilience and wellbeing of young people in elite sport.

The variety is not an accident. It is the point. Sales, coaching, education, franchising and building from nothing all come back to the same thing: understanding people, and helping them do their best work.

That is what I do. If your team, your business or your idea needs someone who can do the same, get in touch. I would love to talk to you ✨

07834 483585
[email protected]

Twenty nos in a row, and the bright voice from nine o'clock this morning is long gone.

That is the real problem with rejection in telesales. Not any single no, but what a run of them does to a person by the afternoon. The energy drops, the calls get shorter, and the next customer hears all of it.

Here is what I teach. A no is information, not a verdict on you as a person. Most of the time it has nothing to do with the salesperson at all. Wrong time, wrong budget, wrong day. The customer is not rejecting you. They are declining an offer.

That sounds like a small distinction. It is the difference between a person who burns out by Thursday and a person who can pick up the phone again with the energy they had first thing.

We work on it properly, because resilience is not something you either have or you do not. It can be built.

Protect the person and you protect the performance.

☎️ Phone me on 07834 483585 to talk about building resilience in your team.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

Most people do not listen. They wait for their turn to talk.

You can hear it on a sales call. The customer is still explaining the problem and you can already tell the salesperson has stopped taking it in, because they are loading up their response.

The customer feels it too. Not consciously, but they know when they are being processed rather than heard.

In the masterclass we run an exercise on this.

'Pitch the problem not the product'. - Instead of pitching the product, they must describe a problem the product solves and its impact on the customer’s business.

It sounds simple. Most people find it surprisingly hard, because they have spent years listening for the gap where they can jump in.

When they get it right, something shifts. The salesperson relaxes. They stop trying too hard, they start playing with the problems that the product solves (you should hear some of the MANY problems a loo roll solves!) instead of trying desperately to push their product onto the customer.

We do the work to understand our customers, and then we make sure we listen to understand and not to respond. Because you cannot solve a problem you were too busy to hear.

☎️ Phone me on 07834 483585 to talk about training your team to really listen.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

A customer replies to a quote with one line. "Can you clarify the pricing on option two?"

Your team member types a careful paragraph explaining it. Hits send. Feels productive.

That should have been a phone call.

A question about pricing is a buying signal. The customer is engaged enough to be weighing it up. That is the exact moment a conversation moves things forward, and an email lets them cool off.

But the email feels safer. No rejection, no awkward pause, no being put on the spot. So a team left to choose will choose the inbox nearly every time, and call it working.

The cost is invisible, which is why it goes unmanaged. You never see the deals that quietly faded because a live question got a written answer two hours later.

In the masterclass we make the rule simple. If it is a buying signal, you pick up the phone.

Your team is busy. That is not the same as your team selling.

☎️ Phone me on 07834 483585 to talk about getting your team back on the phone.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

Say "hello" out loud right now, as if you are tired and fed up.

Now say it again, sitting up, with as if you are happy and fresh.

Same word. Completely different message.

The person on the other end cannot see your team. They have nothing to go on but sound. Tone, pace, warmth, energy. That is the whole first impression, and it is formed in about four seconds, long before anyone has heard a single fact about the product.

Most telesales training skips this. It goes straight to the script, the features, the objection handling. But if the customer has already decided in those four seconds that the person sounds bored, or rushed, or like they are reading, the words that follow barely land.

I have listened to calls where the offer was perfect and the deal died in the greeting.

So we work on it directly. How the team sits. How they breathe. What their voice does on the fourth hour and the tenth no.

Energy is not a personality type. It is a skill, and it can be trained.

☎️ Phone me on 07834 483585 to talk about what your team sounds like right now.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching

"Send me some information and I'll have a think."

Nine times out of ten that is not a request. It is a polite exit.

Your team knows it. But they take it at face value, send the PDF, log a follow-up and move on. The information gets skimmed for three seconds and binned.

The objection was never about information. It was a doubt the customer could not quite put into words. Maybe they were not convinced it was worth the money. Maybe they just wanted the call to end.

None of it is helpful to us.

So we teach people to stay in the conversation for one more question. Not pushy, just curious. "Of course. Before I do, is there anything about what I have said that you are not sure of?"

Sometimes the real objection surfaces. And a real objection, said out loud, is something you can work with. Soemtimes the person simply needs time to process, as their personality isnt one that can make a decision without mulling it over.

Either option is data to work with - and educating our salesteams on how to handle either option allows them to stay in control of the conversation.

The sale can be lost the moment the team accepts the brush-off as a fact instead of data to work with.

☎️ Phone me on 07834 483585 to talk about training your team to hear what is really being said.

DM if you really want, but talking is better. 🤩

The Person at the End of the Phone™ package by Room 11 Coaching