Phone
Learn to increase my "gift of gab" on the phone. Keeping it short but sweet while retrieving the essentials I need to make an appt.
Topic: Learning to increase the “gift of gab†over the phone.
My concern isn’t as much to increase my personal ‘gift of gab,†but to instill confidence in my associates in order for them to make an appointment given any circumstance. In cases where a prospect may present an impolite challenge, I’ve shared an old proverb with them which says, “A soft answer turns away wrath; but a grievous word stirs up anger.†It boils down to being empathetic and using your voice tones as the tool to turn around the outcome of the conversation.
A challenge we have with new hires versed in direct sales and telemarketing is to curve the “gift of gab†which in many cases hampers the purpose of the phone call. We focus on the specific parameters of our script to ensure we are in compliance, but allow enough flexibility to allow our representatives the ability to build rapport. We’ve discovered that until we understand the true purpose of the call and focus on connecting with the prospect, the increase of the gift is uncontrollable and many times damages the process of making a real appointment.
Keep your script in front of you. This is not to sound mechanical, but to allow you to go back at a glance and focus on the target at hand, the appointment. This helps to keep the conversation on track. Practice is the true key to success.
Thanks for your input May. What types of verbal signs do you give?
Dr. Jean Norris
I give verbal signs that I'm hearing all the time
So true John! As a Counselor, do you have suggestions for the folks out there to help them with listening at a higher level?
As a Counselor (yes I'm licensed), I find listening to be the most critical/overlooked skill.
Hannah, that's a great point. Practicing the conversation is important so that it sounds more conversational versus like a presentation. What ideas do you have to improve the phone conversation?
Dr. Jean Norris
I have the same issue. I would like to be able to deliever the information that I need to, but also sound smooth in the transition of topics. I feel often I just information dump on them and miss the flow of the conversation.
That's true, and you will believe but the receiver knows it.
Scott,
Very true! Sometimes the customer may just need to feel they are heard and that someone cares. It sounds as if you did that Scott. Great thinking!
Dr. Jean Norris
I can relate to what Alexander stated above. Just the other day we had a customer call who was disgruntled and I did everything I could to remedy the situation. I was able to accomplish this by speaking with a gentle voice and pushing aside everything I had going on to make this person happy.
This is something every organization goes through at some point and we need to be prepared to handle it accordingly because unhappy customers is never a good thing.
Michael, great point. So what you are saying is that if you look positive, you will sound postive. Do I have that right?
Shannon Gormley
I have always found that it helps to smile while on the phone. This can make a major difference in the tone of your voice.
Great approach, Alexander. It's extremely helpful to remain calm and convey to the other person that you'd like to help them resolve the issue or situation they are experiencing. What are some tips that you have for staying calm in these situations?
Shannon Gormley
If someone is upset, stay even keel and be helpful. People tend to calm down when they realize you are trying to help them.
Absolutely, listening with empathy to all of our students is so important to the success of our communications. It sounds like you work hard to ensure that is coming through - even in the most difficult situations. Keep up the good work!
This allows you to be empathetic towards the other person's feelings regardless of their words or their tone. In frustrating situations just knowing that the other person is really listening and genuinely concerned helps keep the lines of communication open.
Dawn,
This is a wonderful approach to use in any type of communication. How do you think this helps benefits you and your caller?
I always try to put myself in the other persons shoes and treat the caller ultimately the way I would want to be treated.
Dawn,
It can be a challenge when you find yourself havingna difficult conversation or dealing with an unhappy caller to maintain a relaxed demeanor. Knowing what might impede your ability to relax is great awareness to have. What are some techniques that you might find helpful to have empathy for the person on the other end of the phone?
