Does Your Salesforce Have Great Tonality?

Posted by Chris Mott on Tue, Feb 22, 2011 @ 18:02 PM


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?

  1. She sounded totally sincere
  2. She sounded like Susan was expecting her call
  3. I had almost no information to disqualify her
  4. 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.

Topics: credibility, coaching salespeople, comfort zone, difference between good and bad salespeople

Pushing Back and Sales Results

Posted by Chris Mott on Wed, Aug 19, 2009 @ 15:08 PM

It's the lazy days of August and surprisingly congress is getting an earful from Americans. Whether you agree or disagree with the policy debate it's pretty hard to say that it's not having an impact.

So what is going on? Simply put Americans are pushing back.

Building credible, honest, value based relationship with prospects and clients, as is true in other parts of our lives requires us to "pushback".

  • What are they really saying?
  • What are their true expectations?
  • Are they trying to opt in or out of the process?
  • Is what they are saying realistic?
  • Can they see the issues objectively?
  • Is their reaction based on what makes them comfortable vs. what is true?

When we don't challenge people or do it the wrong way we do them an injustice.  You are supposed to be the expert and advisor. So step up to the plate and be one. Get out of your comfort zone and ask the questions that need to be asked. If we all could see the real issues we wouldn't need any help, pushing back builds stronger relationships and sets you apart from other people and your competition.

Topics: competition, call to action, revenue, credibility, resistance to change

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