Start Your Call Off Right

As a Business Coach, I pay a lot of attention to words, how they are said and how they are received. Words can be powerful, motivational if heard.  I’ve been doing some research on effective communication. Here is a tip when starting a conversation with your potential client on the phone.

When they answer the phone PLEASE don’t make the mistake of using that tired old phrase, “How are you today?” This screams sales pitch coming! Put up your defenses!

Salespeople and phone solicitors have been using this for Eons and It identifies the caller as a robotic, disinterested, insincere salesperson who wants something from you and is about to launch into a sales pitch which will make you feel uncomfortable and put you on the spot. People hate that!

Over the course of time, the human brain has cataloged this, it will anticipate the uncomfortable feelings you are about to have, your brain’s survival instinct will kick in to protect you because it cannot tell the difference between that uncomfortable feeling and physical harm.

Your brain has developed programmed responses, even negative or harsh responses to protect you. Your listener’s brain will immediately put up a wall and they will not ever hear your message, because they are in protection mode and are only thinking about how to get you off the phone instead of metabolizing any possible value you may have for them.

Instead, use this:

“Hi is that ________? “I hope I didn’t catch you at a bad time”? or “Did I catch you at a good time”? or “I hope your Monday (or whatever the day) is going well”?

Then introduce yourself and the company you are with and go into your reason for calling, (It needs to have value for them).

I know it sounds like the same thing but it is not. First, no one is saying it, and because you’re talking about the current day they are in, you can almost hear them think about their day and answer honestly.

If they say it’s not a good time, then we should not continue, we need to respect their time and because they are not prepared to listen right now. We could let them know that what we have to say is important but not critical and ask for a better time to call them back.

Now, this may seem like a small technique, but it does make a big difference. If you want to avoid triggering a listener’s programmed, unthinking response and have them hear your message in the present, this is a way to do it.

These poor habits of conversation are difficult to overcome, business coaching can help with this and start increasing customer experience, business productivity and profits.

Contact me for a complimentary coaching session to see if I can help.

To your Growth – Profit – Freedom

Larry

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