How
To Seal The Deal By Phone
We've
all read dozens of articles on how to
write spicier copy, snappier ads and grabbier
banners. But it's often the personal touch
that seals a big deal -- that clincher
phone call -- especially these days, when
so many of our clients live in other states
or countries and fewer deals are actually
closed in person.
So
the way you address a client through
your spoken manner over the phone can
be vital to finalizing a sale.
Want
to learn how to humanize your human
touch? Let's push the keyboard away,
do a few vocal warm-up exercises and
begin.
POSTURE.
If your posture screams out boredom
or fatigue, so will your voice. In my
office, I used to sit with my back to
a salesman and I could listen to his
sales calls without seeing him. I could
always tell from his voice if he was
slouching or recovering from a rough
night!
FACIAL
EXPRESSION. Even on the phone people
can "hear" the look on your
face, so make it a pleasant one.
TONE
OF VOICE. Match the clients' tone
- the energy level, the pace, fast or
slow, etc. If you jump on them like
an eager puppy with your big sales pitch,
you'll scare them off. Plus, most people
tend to like those who resemble them
in manner.
DON'T:
...ask
if it's a good time to talk. You hand
them an escape route on a silver platter.
...chew
on a pen, your fingernails, gum or anything
else while on the phone.
...eat
or slurp coffee.
...mumble.
...make
important calls when you're tired or
not feeling well.
...EVER
put a sales call on hold while you take
another call.
...repeat
stalling words like 'basically', 'actually'
and 'uh'. It screams out that you're
not sure where you're going.
...waste
their time. Have all your facts and
figures close at hand and review them
before the call so they are at the top
of your mind and the tip of your tongue.
ALWAYS:
...ask
for the sale. In the same way we constantly
remind web surfers to "click here",
we need to invite the prospect to take
action.
...and
brace yourself for rejection, just in
case. You don't want your disappointment
to come through in your voice because
that same client might resurface another
day. And you want him/her to remember
your pleasant disposition, right?
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