How successful are your phone calls?

 Sales Success!! 

Making important telephone calls as opposed to a face to face conversation can be difficult and sometimes more unnerving. You can’t assess the other person eyeball to eyeball, you can’t see their body language and facial expressions, all of which makes it more difficult for you to gauge the success or otherwise of what you are trying to achieve.

 

 So here are 5 tips to help increase the odds in your favour:

1.      Get off on the right foot and ask if it’s a convenient time to talk.

 How often have you been in an interview with someone, the phone rings and they stop to pick it up? Yes, it’s rude and disrespectful to you and yet it’s the caller who gets the sharp ‘YES?’, as if it’s their fault!

So to ensure you don’t unnecessarily start off a phone conversation on a poor note, ask if it’s a good time talk. Give them the chance to say no. At least you have shown some consideration by giving him the opportunity to continue or not.

2.      Immediately build rapport.

 

To start immediately building rapport greet the person by their name. You are less likely to do this during a face to face meeting, but it’s essential during a phone conversation.

3. Keep the rapport going.

 

Keep the rapport going, by liberally using their name during the call and use it more frequently than you would normally do. Use of someone’s name replaces that feeling of closeness which comes naturally during a face to face meeting.

4. Smile with your voice.

 

Most people come across as plain bored when speaking on the phone, which again is a reaction to the lack of physical contact. Make a conscious effort to sound bright and breezy.

5. Finally, draw to a natural conclusion

 

Some people find it hard to finish a phone call, not wanting to interrupt the other person in full flow. Always try to lead the close by agreeing the next action –‘I will call you next week to discuss this point….’ AND most importantly stand up when you say your concluding phrase, as this naturally changes the tone of your voice which signals the end of the call without having to make excuses to hang up.

 Try these ideas next time you have an important phone call to make and see your success rate soar. Let me know how you get on.- all comments welcome

 

For professional & impartial business advice contact  Janette Whitney & Associates, Business Consultants on 01403 733671.

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2 Responses

  1. Nice post. Some of these points are right on. #4 is very importsant – pitch, pace, and tone can really help make or break your call.

    Two comments/suggestions:
    1) Be careful using the person’s name. Use the name once to build familiarity, but see where it goes from there. If the prospect doesn’t open up right away, I wouldn’t continue using the name. I’ll be honest – if I’m cold called, and it’s not going well, and the salesperson says my name over and over, all I keep thinking is “why is he using my name so much?” Then I’m not really being an active listener. If the call is going well and flowing nicely, however, then I don’t think there’s a problem with continuing to use the prospect’s name.

    2) The last point, #5 Drawing a natural conclusion is so important, and sometimes overlooked. I would go one step further than what you said. Rather than saying “I will call you next week to discuss…” I would say something like “What time should I call you next Tuesday to discuss?” If you’re talking to someone very senior, it may be hard just to get them on the phone again. Go ahead and schedule the next call. They’ll probably appreciate it so that they’ll be prepared for when you call back. And make sure to send them an Outlook invite once you’ve found a time that mutually works.

    NIce post!

    • Thanks for your comments Beth.
      Your suggestions are very valid. Its all about getting the balance right for whom you are speaking to.
      Thanks again.

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