How often do you call a business and after the person on the other end just says "Hi" , and often without much enthusiasm, the phone then goes silent?
Businesses spend a lot of money today marketing their products and/or services and the 1st contact is usually a phone call by a prospective client. Yet, how often have you ever heard someone say "what do you want to accomplish today?" How about "you must be calling about the sale we are having". An initial question similar to that will start a conversation and reveal a customer's needs, and then you will be able to lead them in the right direction.
Ask questions and then maybe some more until you have enough information to lead them in a direction that will satisfy their needs. Whomever you have answering the phone needs to rave about your business.