There are several types of businesses on market... from traditional brick and mortar, to dot coms. But does your business really need a toll free number? That depends on a number of factors, such as:
Do you only market your business to local customers, clients, or businesses? Is most of your business done on an international scale versus a national scale? Do you have an online business that leaves little room for personal contact? Are your products special orders, in which others have to give specific instructions? Do you have a business, where you are constantly on go and away from office? Do you have employees that do a lot of traveling and call you collect or using a calling card? To answer these questions, let's take them one by one. If you only market your business locally, and you do not have any intentions of marketing it nationally or internationally, you do not need a toll free number.
If your business is mostly done via international avenues, you may want to think twice about cost involved in having a toll free number. For instance, if you are based within US, and majority of your clientele comes from overseas, a toll free number can become very costly. However, if you are based with United States, and you have mixed clientele, both internationally and nationally, it may be advantageous to get a toll free number. In fact, some companies have option of blocking certain phone numbers and locations from using your toll free number (such as Kall 8).
If you have an online business, it's a good idea to get a toll free number. Having a toll free number can make or break a sale.
Often, customers have questions and concerns about ordering your product and service and having a toll free number eases their minds, while making you look more professional.
Not having a toll free number doesn't mean that you will lose that sale, as customer or client can just as easily email you. However, human beings are naturally inclined to do business with someone they know, versus someone they don't. Being able to hear your voice allows potential customers to get a feel for who you are, and in process, develop a sense of security and trust in both you and your business.