Master outbound phone sales for ecommerce: 11 proven strategies for outstanding results

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Jan 30, 2025

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8 min read

Photo of a sales agent with a headset talking on the phone
Photo of a sales agent with a headset talking on the phone

Outbound phone sales isn’t just about cold calls and follow-ups—it’s about making meaningful connections that drive results. According to Business Wire, approximately 69% of customer support interactions still take place over the phone, and are 10-15 times more likely to drive a sale compared to digital channels, according to industry research. 

At Aventus, our experience working with diverse businesses has allowed us to refine strategies that consistently deliver high conversion rates and exceptional customer experiences. Here are 11 of our best practices we implement to ensure an efficient and profitable outbound phone process.

1. Know your audience inside out

Why it matters: Before picking up the phone, preparation is key. Have your agents research your target audience to understand their needs, pain points, and preferences. This allows them to tailor the approach and demonstrate value from the first moment of contact.

How to do it:

  • Use CRM data to review past interactions or preferences.

  • Segment your audience based on demographics, buying history, or behavior.

  • Develop personas to anticipate objections and tailor messaging accordingly.

2. Craft a compelling opening

Why it matters: The first 10 seconds of a call can determine its outcome. A strong opening grabs attention and sets a positive tone. Avoid generic introductions and instead personalize your pitch to immediately address the prospect’s interests or challenges.

How to do it:

  • Use the prospect’s name and mention a relevant detail (e.g., “I noticed you recently inquired about [product/service]…”).

  • State your purpose clearly and confidently.

  • Ask a thought-provoking question to engage the prospect early.

Example: “Hi [Name], this is [Your Name] from Aventus. I saw that your company has been exploring ways to optimize [specific pain point]. Have you considered how [your solution] could streamline that process?”

3. Focus on active listening

Why it matters: Sales isn’t just about speaking—it’s about listening. By having your agents give their full attention, they can uncover the prospect’s true needs and position your offering as the perfect solution.

How to do it:

  • Use verbal cues like “I see” or “That makes sense” to show engagement.

  • Paraphrase their concerns to ensure understanding.

  • Avoid interrupting and take notes during the conversation.

4. Emphasize value, not features

Why it matters: While it’s tempting to dive into the features and small details of your product or service, prospects care most about how it will benefit them. Agents should focus on outcomes and solutions rather than technical details.

How to do it:

  • Highlight specific results your clients have achieved using your product.

  • Use case studies or testimonials to build credibility.

  • Tailor your value proposition to address the prospect’s pain points directly.

Example: Instead of saying, “Our software has advanced analytics,” say, “Our software helps companies reduce reporting time by 30%, allowing your team to focus on strategy rather than data crunching.”

5. Handle objections with confidence

Why it matters: Objections are a natural part of sales conversations. The key is to approach them as opportunities to build trust and address concerns, rather than as barriers. This takes time for some agents to truly feel comfortable and confident, but it’s a response mechanism that will prove helpful in the long run.

How to do it:

  • Anticipate common objections and prepare responses in advance.

  • Use the “feel, felt, found” approach: “I understand how you feel. Other clients felt the same way, but they found that [solution] resolved their concerns.”

  • Ask follow-up questions to understand the root of the objection.

6. Use data-driven insights

Why it matters: At Aventus, we’ve found that leveraging data can significantly improve call outcomes. Use analytics to refine your approach and prioritize high-potential leads.

How to do it:

  • Analyze past call data to identify trends and effective techniques.

  • Use predictive analytics to target prospects most likely to convert.

  • Track key metrics like call duration, conversion rate, and follow-up success.

7. Maintain a positive tone

Why it matters: Your agent’s tone can convey enthusiasm, confidence, and professionalism—or lack thereof. A positive tone can make a significant difference in how prospects perceive your call. But this starts from the top of the company. Your agents need to enjoy their work, rather than counting down the minutes till they can clock out. While it will be inevitable for some of your hires, ensure a positive work environment and initiatives to motivate a positive attitude on the phones.

How to do it:

  • Smile while speaking; it naturally improves your tone.

  • Match the prospect’s pace and energy level.

  • Use friendly, professional language and avoid sounding scripted.

8. Time your calls strategically

Why it matters: Timing is crucial in outbound sales. Calling at the right time can significantly increase the chances of reaching your prospect and having a meaningful conversation.

How to do it:

  • Experiment with different times of day to find what works best for your audience.

  • Avoid calling during known busy hours (e.g., early Monday mornings or late Friday afternoons).

  • Use tools to identify time zones and schedule calls accordingly.

9. Always have a clear call-to-action

Why it matters: A great call should end with a clear next step. Whether it’s scheduling a follow-up, sending additional information, or closing the sale, ensure both the agent and the prospect are aligned on what comes next. This is where agent training is crucial to success.

How to do it:

  • Summarize the conversation and confirm mutual understanding.

  • Propose a specific action: “Can we schedule a demo for next Tuesday?”

  • Send a follow-up email immediately after the call to reinforce your commitment.

10. Prioritize follow-up

Why it matters: The fortune is in the follow-up. Many sales are closed after multiple touchpoints, so persistence—without being pushy—is essential.

How to do it:

  • Use a CRM to track follow-up schedules and notes.

  • Personalize follow-up communications based on the initial conversation.

  • Don’t give up after one or two attempts; research shows it often takes 5-7 touchpoints to close a sale.

11. Continuously train and refine

Why it matters: Sales techniques and customer preferences evolve over time. Regular training and feedback can keep your team sharp and adaptive.

How to do it:

  • Role-play different scenarios to practice responses and improve confidence.

  • Analyze call recordings to identify areas for improvement.

  • Encourage team members to share successes and lessons learned during team meetings.

Outbound phone sales remain a powerful tool for driving revenue and building relationships—when done right. By focusing on preparation, personalization, and continuous improvement, your team can excel in every interaction. At Aventus, we’ve seen these best practices transform outcomes for our clients, and we’re confident they can do the same for you.

If you’re ready to turn your outbound phone strategy into a profitable machine, book a consultation today. 

About the author

Lacy Eyre is the Director of Client Success at Aventus, bringing over a decade of experience to the role. She has advanced through various positions within the company, including Customer Service Manager and Operations Manager. In her current role, she focuses on building lasting customer relationships and enhancing client success strategies.

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It's time to start
dialing and close
more sales

Chat with our team and discover how Consio can grow your sales today.

It's time to start
dialing and close
more sales

Chat with our team and discover how Consio can grow your sales today.