It is important to remember that tone, pace, inflection and melody work as well with one another as without, depending on situational use. Although these four elements are commonly tossed together as if they were one complete package, it is mandatory that TSRs use each element to its maximum potential. For example, some people may be awful when it comes to portraying wonderful melody over the telephone, but are outstanding at presenting tone and inflection. So, while attempting to sell the complete package, these people should concentrate on how their tone and inflection sounds over the phone.
To help the TSR better understand exactly what tone, pace, inflection and melody are and how they work when communicating over the telephone, here are some of the things and people we associate with tone, pace, inflection and melody:
Ear Piercing Noise
High and Low Notes
Expression of Meaning
The above examples illustrate a special point. Becoming a successful telephone sales representative can be accomplished when the TSR utilizes much of the same areas that make sounds such an important part of our everyday lives. Computer generated sounds, musical sounds, sounds from a friend or relative, etc. A part of human nature nobody can dispute is that the sounds that make all of us happy are sounds we enjoy; and the sounds that make all of us sad are sounds we dislike. Selling over the phone very much involves creating sounds that make all of us happy. Even if TSRs communicate words that should make customers happy, the customers won’t respond to those words unless they are presented with analogous sounds to establish their credibility. Remember, tone is all about the “how,” rather than the “what.”
For example, suppose the owner of a dog sits down next to the dog and says in his most trusting and friendly and loving tone: “You are the ugliest and most stupid dog, and I hate you very much.” The words spoken are horrible: they are the “What” of the presentation. If the dog were to respond to the words alone, the dog would be put in a sad and disapproving state. The dog would be unhappy with its owner. However, the tone in which the words are presented is a trusting and friendly and loving tone. These words are the “How” of the presentation. What will the dog’s reaction be? The dog will love the owner’s sentence. The dog will respond positively to the sentence. The dog will probably jump up and down, lick the owner’s face, and ask for more.
This example illustrates the importance of tone in a telephone sales call. “How” a sentence is delivered makes all of the difference in the way that sentence is received. Bosses who have successfully terminated relationships with employees base much of their successful handling of such events on “how” they deliver the poor news. TSRs have a golden opportunity to complete many more telephone sales calls by dynamically mastering the tone in which they present their product. Two sentences, delivered verbatim word-by-word, but presented in different tones, will generally receive different responses from the customer.
About Call Center Today
Want to talk to Dan Coen about boosting your inside sales numbers and remaking your call center? To contact Dan about speaking, workshops, training and consulting: DCoen@CallCenterToday.com or 888-835-5326 x111. Follow us on twitter at www.twitter.com/callcentertoday
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