Tone and Timing
We have all heard the phrase “It isn’t what you say, it is how you say it.” probably from our mother’s if nowhere else. This is so blindingly obvious in its application to your sales day that I almost hesitate to write this – but I also get at least two calls a day from some telemarketer reading a script or a robo-dialer.
The robo-dialer doesn’t react to me speaking to it, doesn’t take into account what I’m doing or if I’m too busy to hear its message. The poor schlub reading a script doesn’t know how to respond to a question from a potential buyer that isn’t in his manual. They keep reading on and hope to just motor through to the close – regardless of any potential roadblocks. There is a reason that they have a hideously low close rate.
Now when I get a follow up phone call from someone who I set up a trial account with who actually takes the time to look at what I’ve done with their account and offers ways to help me make more of it…. and they say it in a conversative tone that sounds like they just are trying to help make my life easier not upsell me…… and they ask at the beginning if it’s a good time to take a few minutes of my time (and only a few as they’re sure I’m busy)…. and they use my name a few times to be sure that I know they know who I am…. and they answer questions I have honestly when they don’t know the answer but they assure me they’ll get back to me via email or phone if I prefer.
Well the tone and the timing make all the difference in the world there. This isn’t just true of follow up calls, any outbound call you should be ready for and make sure that they client hears the right tone of your message and whenever possible, schedule it so that you aren’t interrupting someone else’s day.
