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There is a very important part of the total equation that I think we are all missing.
Not only is what you say important but possibly even more important is how it is said.
I can get away with "murder" on the phone because of the inflection in my voice, the tone of my voice and the "smile" that comes across when speaking to them.
It is not something that was taught to me, it is just how I have always communicated with people. Will it work for others? Probably not. Would I recommend that others try it? Nope.
Example, if I tell them I am calling because they filled out a "business reply card", direct mail piece, and they say "No, I didn't fill out anything" I sometimes respond with the following.
I chuckle over the phone and say "As friend of mine always says, don't ask me questions like that, I've slept since then." They more often than not they chuckle at my response. After that it is extremely easy to engage them in conversation.
Again, because of the way I start the call, the tone in my voice and my general approach, that works pretty well for me when I use it. Knowing when and when not to use it can only be determined by the "read" I get from them in the first few seconds of the call.
This is also something that cannot be taught. It comes with years of calling lots of people.
Not only is what you say important but possibly even more important is how it is said.
I can get away with "murder" on the phone because of the inflection in my voice, the tone of my voice and the "smile" that comes across when speaking to them.
It is not something that was taught to me, it is just how I have always communicated with people. Will it work for others? Probably not. Would I recommend that others try it? Nope.
Example, if I tell them I am calling because they filled out a "business reply card", direct mail piece, and they say "No, I didn't fill out anything" I sometimes respond with the following.
I chuckle over the phone and say "As friend of mine always says, don't ask me questions like that, I've slept since then." They more often than not they chuckle at my response. After that it is extremely easy to engage them in conversation.
Again, because of the way I start the call, the tone in my voice and my general approach, that works pretty well for me when I use it. Knowing when and when not to use it can only be determined by the "read" I get from them in the first few seconds of the call.
This is also something that cannot be taught. It comes with years of calling lots of people.
