How can you build trust with leads over the phone or video?

1 Be prepared

Before you call or video chat with a lead, do your homework. Research their background, industry, pain points, and goals. Use tools like LinkedIn, Google, or CRM software to gather relevant information. This will help you tailor your message, ask smart questions, and show genuine interest in their needs. Being prepared will also help you avoid awkward silences, irrelevant topics, or inaccurate assumptions.

2 Be friendly

The tone of your voice and the expression of your face can have a huge impact on how your leads perceive you. Be friendly, polite, and respectful when you communicate with them. Smile, use their name, and show enthusiasm for their situation. Avoid using jargon, slang, or sarcasm that might confuse or offend them. Use positive words and phrases that convey empathy, appreciation, and optimism. For example, instead of saying "That's a problem", say "I understand your challenge".

3 Be helpful

Your goal is not to sell your product or service, but to help your lead solve their problem or achieve their goal. Focus on providing value, not pushing features or benefits. Demonstrate how you can help them by sharing relevant stories, examples, or testimonials. Offer free advice, tips, or resources that they can use right away. Anticipate their questions and objections, and address them proactively. Show them that you are not just a salesperson, but a trusted advisor.

4 Be honest

One of the fastest ways to lose trust is to lie, exaggerate, or mislead your leads. Be honest and transparent about your product or service, your company, and your intentions. Don't make promises you can't keep, or claim things you can't prove. If you don't know the answer to a question, admit it and say you will find out. If you make a mistake, apologize and correct it. Honesty will help you build credibility and respect with your leads.

5 Be consistent

Trust is not built in one call or video chat, but over time. To maintain and strengthen trust, you need to be consistent in your communication and follow-up. Keep your appointments, meet your deadlines, and deliver on your expectations. Send regular updates, reminders, and confirmations to your leads. Follow up with them after each interaction, and ask for feedback. Show them that you are reliable and dependable, and that you care about their success.

6 Be yourself

Finally, the best way to build trust with your leads over the phone or video is to be yourself. Don't try to be someone you are not, or copy someone else's style or script. Be authentic, genuine, and human. Share your personality, your passion, and your values. Connect with your leads on a personal level, and find common ground. Be respectful of their time, their opinions, and their preferences. Be yourself, and let your leads see the real you.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?