Talking With A Smile
Telemarketers and TeleSales professionals must rely solely on their speaking skills to make positive first impressions with their prospects. The standard first impression makers, a professional appearance and eye-catching handouts, aren't available over the phone; and even the most powerfully drafted phone script needs an eloquent and polished delivery to be effective.
The manner in which you speak over the phone conveys 85 percent of your message. Here are some tips to help get your point across smoothly and powerfully.
Answer your phone with a smile in your voice. If you answer your phone rudely, only to quickly adopt a warm, friendly tone of voice, you risk sounding phony. Always use your best phone voice--you never know when your most important prospect may call.
Speak slowly and clearly. Your prospects need more time to absorb what you're saying over the phone than in person. Speak carefully when saying your name and the company name. When leaving a message, be sure to repeat your name and number.
Use body language. Your prospect can't see you, however, your body English translates over the phone through your voice. Physical animation adds animation to your voice, which makes you more engaging. A friendly, welcoming tone will make your prospects warm up to you and your message.
Smile. A smile translates into a pleasant voice, which will hold your prospects' interest more easily than a monotone. Place a mirror in front of you as you speak with prospects, smile as you speak with the person on the other end of the line. Smiling will cause you to speak with more personable tones that will make your message easier to listen to.
Be careful with first names. Always ask if you may use your prospect's first name. Some people are easily offended by others who take the liberty of addressing them by their first name.
Put your enthusiasm in your voice. Without raising your voice, practice speaking so that your prospects get as excited about why you're calling, as you are. Be sure to avoid the "Pre-school teacher" syndrome--speaking in the soprano register. Aim to modulate your voice at the pitch of "middle C," don't be afraid to speak in a lower tone than usual. A lower voice is much more pleasant than the high pitch.
Listen. Don't perfect your speaking skills only to lose the sale with rudeness. No one likes being interrupted. Focus your attention on your prospects--in order to sell to them, you have to listen to their needs. Remember, you're engaged in a two-way conversation, and listening to your prospect is your number one priority.
Concentrate on what your prospect is saying. Don't plan your next words while your prospect is speaking. Ask questions that force you to concentrate on the answer, and show the prospect that you're interested in their needs.
Treat numbers with care. When speaking numbers, go slowly, don't say "o" when you mean "zero". Being precise will decrease errors. Read numbers back to verify accuracy, and ask to have them read back to you.Take notes. Write things down that you need to remember from the conversation. Before hanging up, review these points with your prospect. Reiterate any agreements, such as your next planned discussion or any figures you have quoted. End your conversations as pleasantly as you begin them.
Strong speaking skills can determine whether your sales will stagnate or skyrocket. With careful practice, your voice can become your greatest asset.
Don't forget, Smile--Talk happy, and it will mean $$$$$'s to you.
Good Selling!
SM
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