Professional Telephone Selling: Project The Right Image
Professional Telephone Selling: Project The Right Image
It doesn’t matter how stunning you are in person, over the telephone the only thing that counts is your voice. You may be handsome or beautiful but a droopy, negative voice, a boring intonation, a flat, lifeless monotone will all combine to create a negative image in the mind of your listener.
Impatience, frustration, antagonism, anger, condescension - all the negative emotions are conveyed through the voice. A false impression may be made that ruins the conversation and ends the call because the physical presence of the caller is not there to balance the perception.
So remember, “it ain’t (necessarily) what you say; it’s the way that you say it”!
10 Tips on how to create a positive telephone image.
1) Let your voice project the image of a smile - when you smile your voice automatically gets a ‘lift’.
2) Let your listener know who you are right away, and the reason for the call.
3) Don’t rush your words as though trying to win a race (it’s usually nerves that cause that, so just take a few deep and calming breaths before calling the number) - speak reasonably slowly and clearly.
4) Keep your mouth free of obstructions - no sweets, gum or cigarettes!
5) Be a good listener - you have two ears and one mouth - use them in that ratio. Listening intelligently prompts you to ask relevant questions that, in turn, can provide interesting and useful information.
6) Project an aura of friendly professionalism.
7) Be sincere - insincerity is one of the easiest things to pick up by voice.
8) Be direct - don’t use long complicated words when everyday short ones will convey the meaning.
9) Be interested in what your contact has to say - a lively interest creates goodwill.
10) Know when to finish the call! Believe it or not you can actually lose a sale by not courteously and speedily wrapping it up once you’ve achieved your goal. The prospect then has time to start thinking about whether he has made the right decision and, more often than not, will reverse it.
When you have finished, take a couple of moments to Evaluate The Call.
Happy phoning!
Professional Telephone Selling Project The Right Image - To learn more about this author, visit Linda Mattacks's Website.
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To the person you are telephoning, you are an ‘image’. If the person knows you well they will automatically form a mental image of you, otherwise your VOICE is the determining factor of the image created.
It doesn’t matter how stunning you are in person, over the telephone the only thing that counts is your voice. You may be handsome or beautiful but a droopy, negative voice, a boring intonation, a flat, lifeless monotone will all combine to create a negative image in the mind of your listener.
Impatience, frustration, antagonism, anger, condescension - all the negative emotions are conveyed through the voice. A false impression may be made that ruins the conversation and ends the call because the physical presence of the caller is not there to balance the perception.
So remember, “it ain’t (necessarily) what you say; it’s the way that you say it”!
10 Tips on how to create a positive telephone image.
1) Let your voice project the image of a smile - when you smile your voice automatically gets a ‘lift’.
2) Let your listener know who you are right away, and the reason for the call.
3) Don’t rush your words as though trying to win a race (it’s usually nerves that cause that, so just take a few deep and calming breaths before calling the number) - speak reasonably slowly and clearly.
4) Keep your mouth free of obstructions - no sweets, gum or cigarettes!
5) Be a good listener - you have two ears and one mouth - use them in that ratio. Listening intelligently prompts you to ask relevant questions that, in turn, can provide interesting and useful information.
6) Project an aura of friendly professionalism.
7) Be sincere - insincerity is one of the easiest things to pick up by voice.
8) Be direct - don’t use long complicated words when everyday short ones will convey the meaning.
9) Be interested in what your contact has to say - a lively interest creates goodwill.
10) Know when to finish the call! Believe it or not you can actually lose a sale by not courteously and speedily wrapping it up once you’ve achieved your goal. The prospect then has time to start thinking about whether he has made the right decision and, more often than not, will reverse it.
When you have finished, take a couple of moments to Evaluate The Call.
Happy phoning!
Professional Telephone Selling Project The Right Image - To learn more about this author, visit Linda Mattacks's Website.
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Dave KurlanDave Kurlan is the founder and CEO of Objective Management Group, Inc., the industry leader in sales assessments and sales force evaluations, and the CEO of David Kurlan & Associates, Inc., a consulting firm specializing in sales force development. Dave has been a top rated speaker at Inc. Magazine's Conference on Growing the Company, the Sales & Marketing Management Conference and the Gazelles Sales & Marketing Summit. He has been featured on radio and TV, including World Business Review with General Norman Schwarzkopf, in Inc. Magazine, Selling Power Magazine, Sales & Marketing Management Magazine and Incentive Magazine. He is the author of Mindless Selling and Baseline Selling – How to Become a Sales Superstar by Using What You Already Know about the Game of Baseball. He created and wrote STAR, a proprietary recruiting process for hiring great salespeople, and he writes Understanding the Sales Force, a popular business Blog and is a contributing author to The Death of 20th Century Selling and 101 Great Ways to Improve Your Life, Volume 2. - Visit Dave Kurlan's Website |
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Linda RichardsonLinda Richardson is the Founder and Executive Chairwoman of Richardson, a global sales training and performance improvement company. As a recognized leader in the industry, she has won the coveted Stevie Award for Lifetime Achievement in Sales Excellence and she was identified by Training Industry, Inc. as one of the “Top 20 Most Influential Training Professionals.” Ms. Richardson is credited with the movement to Consultative Selling and is the author of ten books on selling and sales management, including Sales Coaching — Making the Great Leap from Sales Manager to Sales Coach, and Stop Telling, Start Selling. She teaches sales and management at the Wharton Graduate School of the University of Pennsylvania and the Wharton Executive Development Center. Linda is a frequent speaker at industry and client conferences, has been published extensively in industry and training journals, and has been featured in numerous publications, including The Wall Street Journal, Forbes, Nation’s Business, Selling Power, Success, and The Conference Board Magazine. Learn more about Richardson's sales training and performance improvement solutions at http://www.richardson.com web - Visit Linda Richardson's Website |
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