The ultimate SDR checklist: suit up, set the pace and keep it positive

Ever wonder why some reps crush their goals, while others seem stuck? Sure, territory or the product matters, but usually, it’s the little things—those subtle habits and mindsets—that make the difference.

Special thanks to Bitty Balducci, Assistant Professor of Marketing at Washington State University, whose research analyzing 40,000 outbound sales calls highlights exactly this.

Bitty discovered that successful sales interactions rely heavily not just on what you say, but how you say it—insights every sales pro can use right now. Here’s the practical, real-world checklist the best of the best swear by. Print it out, keep it handy, and make it your daily game plan to win more conversations. And check out the full podcast on this topic here.

Get ready

Suit up: Dress sharp—not just because it’s professional, but because when you feel put together, you speak like someone worth listening to.

Freshen up: Wake up, shower, brush your teeth—start your day feeling awake and confident. How you kick off your morning sets the tone for every call.

Get ahead of the clock:

• Office-bound? Get there early enough to grab coffee, relax, and mentally prepare without rushing.

• Working from home? Same rules—take the extra time to tidy your space, organize yourself, and breathe easy before diving in.

Get your mind right:

• Something bugging you? Jot it down, put it aside, and promise yourself you’ll handle it later.

• Visualize your wins. Imagine yourself ending the day proud, knowing you’ve crushed your calls.

• Find your energy boost—hit the gym, go for a run, or just take a quick cold shower. Do whatever gets your blood pumping and your mind sharp.

Vocal delivery

Warm up your voice: Athletes stretch muscles; SDRs warm up voices. Hum, softly sing, or read aloud to get your voice clear and ready.

Stay hydrated: Water is your friend—it keeps your voice crisp and clear. Keep a bottle close by.

Mix up your pitch: Monotone won’t cut it. Use emphasis and inflection like you’re telling a friend something exciting. Your prospects will engage if you sound genuinely interested.

Smile through the phone: Prospects might not see your smile, but trust me—they’ll hear it. It instantly makes you more approachable.

Talk like you’re face-to-face: Even on the phone, imagine you’re meeting prospects in person. Keep it natural, friendly, and authentic.

Match and gently lift the pace:

• Listen to your prospect’s speaking speed.

• Speed up just a bit to add energy—but don’t overdo it.

Strategic pauses: After key points, pause briefly. Let important points sink in. Silence shows confidence and control.

Master the silence: Sometimes, the best move is saying nothing. Let prospects fill that silence with valuable info. Remember, whoever speaks first often gives away the advantage.

Don’t rush through objections: Slow your pace when answering questions or concerns. Let prospects feel your sincere interest in helping.

Positivity

Choose positive words: Trade words like “problem” or “issue” for “opportunity” and “challenge.” Positivity changes the entire feel of the conversation.

Keep it upbeat: Enthusiasm is infectious. A positive vibe builds connection faster than overly formal politeness.

Handle rejection like a pro:

• Stay optimistic but persistent. Don’t take that first “no” as final, but always respect boundaries. Try these responses:

• “You’re not ready yet—what’s the best way for me to keep in touch without being annoying?”

• “How can I keep our conversation going in a way that works for you?”

• Most deals won’t close on the first call—great SDRs actively nurture 15-30 conversations at a time. Stay patient, stay human and always keep the door open.

Active listening

Paraphrase wisely: Restate only critical points—avoid sounding like a robot repeating everything they say.

Ask smart questions: Use open-ended questions thoughtfully but limit them. Be direct and focused, guiding the conversation toward clear next steps.

Respond genuinely: Tailor your responses directly to what prospects share. Let them know you’re truly listening and care about their specific situation.

Quick notes and fast follow-ups:

• Take notes or use AI tools to capture key points without missing a beat.

• Follow up immediately: Confirm next steps or appointments within minutes. For nurturing leads, quickly summarize the call and clearly state what’s next. Timely, organized follow-ups show you’re reliable and serious about their business.

The bottom line

The most successful sales professionals understand that call effectiveness depends greatly on vocal nuances—such as pitch fluctuation, future-oriented language, controlled positivity, adaptive speaking pace and active listening. Did I miss anything? Share!

And again, big thanks to Bitty Balducci and the very smart student group who did this research!