Much of the work I do with Sales people revolves around the use of the telephone. We have all  heard the telemarketers who are poorly trained. It is obvious they are reading from a script. They sound like a machine and their responses to questions can be laughable.

I am a great believer in the unspoken messages we all send. I call it subtext. It is a powerful medium that, if understood and used ethically, can be very beneficial to both the sales consultant and the prospect. Now,  when you are on the telephone you are at something of a disadvantage as opposed to a face to face meeting. When you are in front of the prospect you have many opportunities to make a positive impression. Over the telephone you have only your voice.

I have noticed over the years that the greatest barriers any sales person faces is the negative opinion a person has of themselves. That actually applies to people in general. Well, how do you overcome the butterflies in the stomach when faced with trying to get an appointment with someone you have never met, who doesn’t know you and, to all intents and purposes, doesn’t want to.

What I tell my people is that, firstly, they have the right to exist in the situation. As a sales consultant they are entitled to ask for information and an appointment. After all, they are simply trying to help the prospect. The second thing I say is that they, as people, are very acceptable and they should simply be themselves on the telephone.

How can you do that when you don’t know the person and are unsure of the reception you will receive? My answer to that is to tell them to simply act as they would when conversing with a friend. What is the first thing you do when you see a friend; you smile. A positive response that sets the tone for the subsequent conversation. The important thing to recognise here is the effect a smile has on your voice. Somehow your voice reflects what is happening inside you and communicates this to the other party.

Often you only need one word from your significant other over the telephone to know something is wrong. The voice betrays it. Well, if you smile when you speak with a prospect it conveys a positive impression and invites a positive response. I recognise that a smile alone will not win you the appointment, but a positive start to any communication will set you on the path to success.

If you don’t believe me, just try speaking on the telephone with a scowl on your face and then replace it with a smile. The difference in response from the other end is magical.

Live well,

Ollie Lind