Step 2 - What Am I Saying
Learning what and how to say what is said will take years to master.  With each call made we become better and stronger.  Much of what we say will be centered around:
  - What is the purpose of our call?  What end result do we want to have?
  - The types of people we are calling.
  - Why we are calling them?
  - The discovery of key things that are said which produce the best results.

There are scripts , for many types of calls which can help.  Learning how to build our own scripts and/or modify a script to make it is something that will be learned over time.  Gaining one on one coaching / mentoring in communications skills can also be most helpful.

Going through Personality Masteries - Level 1 Certification is very helpful in learning how to modify the way we say what we say based on someone's personality.  Talk to your mentor about this course if you have not already been through it.