Your telephone is not the enemy. It’s not covered with spiders and it won’t electrocute you if you touch it. It’s your fear of rejection that’s your problem.

Granted, not too many people are brave enough to willingly put themselves in a position to be rejected. However, those who do will find all sorts of long-term rewards for the temporary pain they’ll experience.

With the right attitude and by paying close attention to what happens, each rejection you deal with will be a learning experience. You’ll learn what not to say and when not to call. The key here is to turn that around so you can master what to say and when to call.

With every rejection, you’ll want to take a quick moment to analyze the situation in order to benefit from it. Rather than letting it ruin your attitude for the next call, you should find yourself saying, “Well, that didn’t work. What’s a better way to say it?”

With proper fine-tuning, you’ll soon find your calls being well received and you’ll experience fewer rejections. To save you some time on this learning curve, here are eight points you need to consider before making any business calls.

1. Develop a professional greeting. Don’t just say hello and jump into your telephone presentation without taking a breath or allowing the other party to participate. Your greeting should err on the side of formality. Begin with Mr., Mrs. or Ms, as in “Good morning, Mr. Smith.” Or “Good evening, Mrs. Jones.” Everyone else says, “Hello.” Be different. Be professional.
2. Introduce yourself and your company.“My name is Sally Smith with ABC Company. We’re a local firm that specializes in helping businesses like yours save money.” Don’t get too specific yet. Don’t mention your product. If you do, that allows the other party to say, “Oh, we’re happy with what we’ve got. Thanks anyway,” and hang up. By keeping your introduction general, yet mentioning a benefit, you’ll peak your prospect’s curiosity and keep them on the line longer.
3. Express gratitude. Always thank the potential client for allowing you a few moments in his busy day. Tell him that you won’t waste a second of his time. “I want to thank you for taking my call. This will only involve a moment of your time so you can get back to your busy schedule.” Don’t say that you’ll “just take a moment.” The feeling evoked by them hearing that you’ll take anything from them will put them off.
4. State the purpose of your call. It’s best if you can provide the purpose within a question. “If we can show you a way to improve the quality of your product at a lower cost, would you be interested to know more?” This is very likely to get a yes response. At this point, you’re ready to start selling an opportunity to meet this person or to get their permission to provide them with more information. You’re not selling your product yet–you’re selling what your product will do for him.
5. Schedule a meeting. Get a confirmation to meet, either in person or to teleconference to get the information you need in order to give a solid presentation. If he’s so interested that he wants to do it right then and there, that’s OK.
6. If a face-to-face meeting is the most appropriate next step, use the alternate-of-choice questioning strategy. Offer him two times, “Mr. Johnson, I can pop by your office at 2:15 p.m. today to discuss this further. Or would 9:45 a.m. tomorrow better suit your schedule?” You didn’t say, “When can we meet?” When you use the alternate of choice, you take control of getting the appointment. And note: Asking for an off-hour gets you noticed. There’s something about setting a meeting at an off-hour that says you’re a salesperson who’ll be punctual and respect your prospect’s time. Try it.
7. Thank them for their time today and for the upcoming appointment. Reconfirm the date, time and location of the appointment. Ask for directions if you need them. Tell him how much preparation you’ll do in order to make the best use of the time you’ll share. Give him your contact information this way: “If anything else comes to mind that I should be aware of prior to our meeting, please contact me at (212) 555-1212.”
8. Follow up. If your meeting is more than a few days in the future, send a letter of confirmation immediately. If the meeting is tomorrow, send an e-mail confirmation. Keep it short and upbeat.

Do you draw a blank when you try to write a sales letter? Do your ideas sound good in your head but don’t come together on paper? You’re not alone.

These seven tips can help you write more effective sales letters:

1. Be the customer as you write. This is the most important aspect of a good sales letter, but it’s often overlooked. Imagine yourself as the reader of your letter, and write what the customer wants to know–not what you want to say. You have one page to attract a customer; you’ll lose the opportunity if your sole emphasis is on your business. Remember, your customer’s main concern is fulfilling his or her needs and desires, not increasing the balance in your bank account.

2. Organize your letter. Sales letters, just like high school term papers, need an introduction, a body and a conclusion. In the introduction, tell why you’re sending the letter. The body is your “sales pitch,” where you’ll explain why your offer is irresistible. The conclusion wraps it up by briefly bringing your points together and asking the customer to take advantage of the offer.
3. Make it easy to read. Many sales letters are thrown away without being read simply because they appear too complicated. Don’t let this happen to you. Use the following guidelines:
   • Write in a conversational style. Write exactly as you normally speak; formal tones are usually unnecessary in sales letters.
   • Use short sentences. Once you start writing more informally, you’ll notice your sentences will get shorter.
   • Compose short paragraphs. People like to have breaks in their reading. If it doesn’t flow smoothly and sound natural, rewrite it.
   • Edit and then re-edit your letter. Besides being difficult to read, misspelled words and grammar errors destroy the credibility and effectiveness of your letter.
4. Capture your reader’s attention. Headlines are not limited to ads. They can also be used in letters to tell readers something they want to know in a bold way that grabs their attention. You can also use longer headlines–up to three or four sentences–to present important information. In either case, always make the headline compelling so customers want to read the rest of the story.
5. Get your readers interested. Involve the reader in the letter by bringing it to life with a steady flow of interesting information. Write in an active voice.

   Build on your sentences and paragraphs so the reader is encouraged to continue reading. Every sentence needs to be interesting; a reader can become bored quickly.

   June Van Klaveren, owner of Compelling Communications, a copywriting firm in St. Louis, recommends including a handwritten note or an arrow in a different color ink to highlight an important fact and retain your reader’s interest. “I also include a `P.S.’ at the bottom of the letter,” says Van Klaveren.

   “You can count on this and your headline being read because you’ve piqued the reader’s curiosity.”

6. Make your readers want your product or service. This is best done by answering the reader’s question, What’s in it for me? People are bombarded daily with billboards, commercials and direct mail–all trying to sell something. Your letter can stand out by not selling, but offering benefits.
7. Ask your readers to take action. Potential customers won’t know what you want unless you tell them what to do next. If you want them to call you, say that in your letter and provide your phone number. If you want them to visit your facility, invite them to stop by and give them clear directions and specific office hours.

It’s also important to urge your readers to take action right away. The longer it takes them to respond, the less likely it is you’ll hear from them. If you’re running a promotion, offer the special for a limited time. If you only have a few units available, be sure to state that quantities are limited. This generates urgency to follow up on your letter.

It’s a mistake to think logos are more of a luxury than a necessity. Businesses once attracted customers because they were the only game in town, so to speak. But that’s no longer the case.

Today’s highly competitive industries, global markets and visually oriented consumers have catapulted the logo to prominence. Now your logo is one of the most critical components of your brand. So how can something so little make such a big difference to the success of your business?

1. Your branding efforts not only start with your logo but are dictated by it. Your logo appears on all your sales tools, from your business cards and stationary to your website. As a result, your logo design influences the design of all your sales tools–for better or worse. A professional-looking logo can be leveraged to create professional-looking materials. A poorly designed logo can’t. In other words, you need a “brandable” logo–one you can make use of when designing other materials to brand your company.
2. Your logo is a quick visual cue that conveys the essence of your brand in an age when image is everything and time is short. Perhaps you’ve heard the writer’s lament that “nobody reads anymore.” In today’s markets, not only do you face ever-increasing competition, you also face an audience accustomed to visually stimulating media, convenience and instant gratification. Sure, a few people may read your entire ad, more may read some of it–but everyone will SEE it. The overwhelming amount of choices faced by time-crunched consumers forces them to identify shortcuts. Your logo is such a shortcut: it instantly conveys your brand message and emotional appeal.
3. Awareness and familiarity are keys to growing your business, and your logo is instrumental in both areas. Your logo is your brand’s most basic graphic element. It ties together all your sales materials–in fact, your logo may be the only visual element your materials have in common. The right logo helps solidify customer loyalty while differentiating you from the competition.
4. Your logo may be the only thing by which a potential customer can judge your business. Think of small newspaper or Yellow Pages ads. Often all that fits in these small spaces is your contact information and your logo. If your logo projects the right image, it may be the sole reason someone decides to try your company. Conversely, if it looks unprofessional or unclear, it alone may be the reason they choose to look somewhere else.
5. Your logo affords a unique opportunity for you to look like a bigger (that is, more established) business than what you are. With the right logo, you can look like a larger company that’s been around for awhile even if you have only one employee and just opened your doors last month. People who see it will associate the positive attributes of big companies–like security and financial stability–with your company. And you can still deliver the entrepreneurial qualities–like personal attention and superior customer service–that you’re known for.

Building a solid brand identity is pivotal to success in business today. Lay the right foundation with a professional, brandable logo.

Set up an e-mail marketing program for a highly effective, yet low-cost way to up-sell or cross-sell current customers. Since it can cost as much as five times more to win a new customer than to keep an old one, retention programs using e-mail are a solid small-business marketing tactic.

E-mail programs to in-house lists perform at least as well as direct mail–and often considerably better–without the postage or printing costs. And results are easy to track and measure.

Here are the steps that can help you build an e-mail marketing campaign:

1. Build your list. Today, having a terrific website is simply not enough. You need a marketing program that drives traffic there and keeps visitors coming back. And since e-mail to rental lists is often kicked out as spam, it’s essential to build your own opt-in list of customers and prospects. These are individuals who have visited your site and given you permission to contact them.
2. Send the right message. For many e-mail marketers, it’s beneficial to alternate promotional messages with softer-sell communications, such as newsletters. This helps avoid list burnout and may increase the frequency with which you can successfully communicate with your customers and prospects. The most crucial element is to make the content of your e-mails relevant to the needs of your recipients, because off-target e-mails and those that come too frequently are generally treated as spam.
3. Design and track like a pro. The two elements that most dramatically affect your e-mail “open rate” are the “from” and “subject” lines. So it’s essential to make it clear the e-mail is coming from you, a valued source of information. And the subject line must contain a benefit, or at least convey what your e-mail contains–otherwise your open rate will plummet. Comply with all CAN SPAM regulations by including your company’s name and physical address in the body of the message as well as an unsubscribe option at the bottom.

When it comes to design and execution of your e-mail campaign, it’s not necessary to go it alone. In fact, it’s difficult for an entrepreneur to send more than 50 e-mails at a time, since higher numbers are usually blocked as spam by ISPs.

Fortunately, e-mail marketing services that cater to small businesses, such as Constant Contact or those available through major web hosting services like Interland, will generally e-mail up to 5000 subscribers for $50 a month or less. The service will also maintain and clean your list by removing bounces and addresses of people who choose to unsubscribe.

Choose an e-mail marketing service that provides design templates for e-newsletters, promotional offers and coupons that are easy to customize. Since only about 56 percent of internet users have broadband, it’s essential to design full-color, high impact HTML newsletters or promotions but still give recipients the option of receiving a text-only version.

Best of all, most e-mail marketing services will provide all your campaign metrics, which are vital to evaluating the effectiveness of your mailings. You’ll be able to identify who opened your e-mail and clicked on each link. Then you can fine-tune your key elements–from your offers to your subject lines–for maximum ROI, and compare your results from one mailing to the next.

Online surveys are very effective and affordable. They’re a great way for you to obtain the feedback you need. Through online surveys, you can better understand your customers. Then, you can hone products and services accordingly, build customer loyalty, expand your customer base and better fulfill your potential.

But obtaining the quality and quantity of feedback you want means you need to ask the right questions. Here are 10 tips that will help you create effective surveys:

1. Clearly define the purpose of your survey. Effective surveys have focused objectives that are easily understood. For a survey to be successful, you need to spend time upfront to identify, in writing, the following objectives:
   • What is the goal of this survey?
   • What do you hope to accomplish with this survey?
   • How will you use the data you are collecting?
   • What decisions do you hope to be able to provide input to from the responses to this survey?

   By answering these questions now, you’ll be able to more easily identify what data you need to collect later in order to make these decisions.

   It sounds obvious, but a few minutes of planning upfront could mean the difference between receiving quality responses-responses that are useful as inputs to decisions-and uninterpretable data.

   Consider the case of the software firm that wanted to find out what new functionality was most important to its customers. Their survey asked “How can we improve our product?” The resulting answers were anything from “Make it easier” to “Add an update button on the recruiting page.”

   While interesting information, the data wasn’t really helpful for the product manager who wanted to take an itemized list to the development team, using customer input to prioritize his list.

   Spending time identifying the survey’s objectives might have helped the survey creators determine if they were trying to understand their customers’ perception of their software-that is, hard to use, time consuming, unreliable-in order to identify areas of improvement or if they were trying to understand the value of specific enhancements by asking respondents to rank the importance of adding new functionality X, Y or Z.

   Fuzzy goals tend to lead to fuzzy results, and the last thing you want to end up with is a set of results that provide no real decision-enhancing value. Upfront planning helps ensure that the surveys ask the right questions to meet your objectives and therefore that the data you collect will be useful.

2. Keep the survey short and focused. Keeping it short and focused helps with both the quality and quantity of the responses you’ll get. So it’s generally better to focus on a single objective than try to create a master survey that covers multiple objectives.
3. Keep the questions simple. When crafting your questions, make sure you get to the point and avoid the use of jargon. If you’re asking something like this: “When was the last time you used our RGS?” you’re probably going to get a lot of unanswered questions. Don’t assume your survey takers are as comfortable with your acronyms as you are.
4. Use closed-ended questions whenever possible. Closed-ended questions make it easier to analyze results and can take the form of yes/no, multiple choice or a rating scale. Open-ended questions are great supplemental questions and may provide useful qualitative information and insights. However, for collating and analysis purposes, close-ended questions are best. One warning: Make sure your closed-ended questions don’t force survey takers into choosing a “less bad” answer.
5. Keep rating scale questions consistent. Questions that offer rating scales-for example, rating something on a scale of 1 to 5-are a great way to measure and compare sets of variables. But if you elect to use rating scales, you need to keep them consistent throughout your survey: Use the same number of points on the scale for each question, and make sure the meanings of high and low remain the same. Switching your rating scales around throughout the survey will only confuse survey takers, leading to untrustworthy responses.
6. Make sure your survey flows in a logical order. Begin with a brief introduction-don’t reveal the survey objective. Next, start with the broader-based questions, later moving to those that are narrower in scope. It’s usually better to collect demographic data and ask any particularly sensitive questions at the end (unless you’re using this information to screen out survey participants). If you’re requesting contact information, put those questions last.
7. Pre-test your survey. Before launching your survey, be sure to pre-test it with a few members of your target audience to help you uncover glitches and unexpected question interpretations. Also, to make sure it’s not too long, time a few of your test subjects as they take the survey. Ideally the survey should take no more than 5 minutes to complete. Six to 10 minutes is acceptable, but you’ll probably see significant abandonment rates occurring after 11 minutes.
8. Schedule your survey by taking the calendar into account. When you’re planning your e-mail blast date#151;the e-mail that asks people to visit your site to take the survey-keep in mind that Tuesdays, Wednesdays and Thursdays are the best days to do it-you’ll generate more responses than if you send it out on one of the other four days. You want to catch people’s attention, and you won’t do that on a Friday, when your survey respondents are most likely gearing up for the weekend, Saturday or Sunday, when the last thing on people’s minds is a customer survey, or a Monday, when most people are wading through a loaded in-box.
9. Offer an incentive for responding. Depending on the type of survey you’re conducting and your survey audience, offering an incentive can be very effective in improving your response rates. People like the idea of getting something in return for their time-incentives typically boost response rates by an average of 50 percent.
10. Consider using reminders. While not appropriate for all surveys, sending out reminders to those who haven’t yet responded can often provide a significant boost to your response rates.