Importance Of Tonality With Outbound Sales
When working on outbound sales and communicating over the phone
, the only two things that we have to communicate with are our voices and the words we use. With that being the case, we can focus on each of those areas to make sure that we are communicating as effectively as possible. It terms of the words that we use, our training and planning will help us to improve how we execute there. But we don't have to stop there as there are also some very clear and simple things that we can do to also improve our voice.
There is a common saying that it is not what you say but how you say it that is important. And if we agree with there being some weight behind that, it is holds even more true when we cold call as the person on the other end of the phone cannot see us and as result has less information to base their reaction on.
The way we say the words we use in terms of tone and infliction is what produces our tonality and this is a tremendous factor on how people receive us. An easy way to look at this is that as we talk to someone, we are sub-communicating vibes the entire time.
Negative Vibes
The vibes we send are either negative or positive and below is a summary of common negative vibes that we can easily be sending out when we during outbound sales.
Weak
Nervous
Cold
Abrasive
Irritated
Needy
Inexperienced
Aggressive
Unintelligent
Unfriendly
Self-absorbed
Dishonest
Positive Vibes
For each negative vibe that we could be sending out, there is a positive vibe that could be communicated in its place. Below is a list of positive vibes that correspond directly to the list of negative vibes previously listed.
Strong
Confident
Warm
Soft
Calm
Abundance
Experienced
Passive
Intelligent
Friendly
Serving
Honest
It is important to see those vibes listed out to see how they match up and for each negative vibe we might be sending during outbound sales, we could stop and focus on changing our voice to try to send a positive vibe instead to try to trigger an improvement in interactions.
Negative Impressions
For each negative vibe that we give off during outbound sales, we could be damaging the relationship with the person that we are trying to build rapport with. Below is a summary of the feelings that can be created on the prospect's side when we sub-communicate certain negative vibes through our tonality. The key take away from this list is that sub-communicating any of these vibes to a gatekeeper or prospect can decrease their motivation to help you, to work with you, and to buy your products and services.
Weak
They are not good at what they do
They do not have experience
They might not be credible
They will be uncomfortable to work with
Nervous
They are not experienced
They do not know what they are doing
They might not be credible
They will be uncomfortable to work with
Cold
They are not very nice
I do not want to help this sales person
They will be uncomfortable to work with
Abrasive
They are not easy to talk to
They are unpleasant to work with
I do not want to work with this person
I do not want to help this person
Irritated
They must not be very good at their job
They must not have a good product to sell
I do not want to work with this person
I do not want to help this person
Needy
They must not be selling very much
They must not have a good product to sell
They are going to bug me a lot
Inexperienced
They might not know what they are talking about
They might not be credible
They might be uncomfortable to work with
Aggressive
They are difficult to talk to
I do not want to work with this person
They are going to bug me a lot
I do not want to help this person
Unintelligent
They might not be good at their job
They might not be credible
They might be uncomfortable to work with
Unfriendly
They are difficult to talk to
They are unpleasant to work with
I do not want to work with this person
I do not want to help this person
Self-absorbed
I do not know if I can trust this person
This person does not care about me
I do not want to help this person
Dishonest
I do not know if I can trust this person
They might not be credible
I do not want to work with this person
I do not want to help this person
by: Michael Halper
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