The other night I answered the phone and was greeted by “Hi is Susan there?” I replied “Yes, who is calling?” the response was “Charlene”. This happened during what I’ll call “the telemarketing period”.
Without thinking I walked downstairs handed the phone to my wife and told her Charlene was on the phone.
It turns out Susan knew Charlene but I didn’t know that I just felt like Charlene had the right to speak to her.
How did I form this opinion?
- She sounded totally sincere
- She sounded like Susan was expecting her call
- I had almost no information to disqualify her
- Her tonality was exceptional
Because Charlene felt like she had the right to call and expected to speak with Susan there was no formal introduction. Because she was relaxed and stress free her tonality was great. Because she didn’t give me much information I formed an opinion based on my sense that she knew Susan and had the right to speak to her.
Great character actors are trained to create a perception in the audience that they are the character. Your salespeople should take a page from my experience and character actors.
Do your salespeople sound sincere; like they have the right to speak to the person they are calling and project great tonality?
If your answer to these questions is “no” or “I’m not sure" you need evaluate their phone skills, determine what needs improvement and proactively help them work on it.