Attitude Is Everything. One of the principles to a successful customer interaction is to build a relationship/rapport with the client or customer.
“It’s not so much what you say, but how you say it that counts.”
– American Psychological Association – Research Report
Believe it or not, what you are feeling inside is often unconsciously revealed on the outside through the tone of your voice. Try this exercise: Think about something that makes you unhappy. Okay, now that you are thoroughly in a bad mood say out loud “How can I help you?” Notice the tone and the energy of your voice. Is it welcoming and inviting? Now let’s try it another way. Think of something that makes you VERY happy and repeat the same phrase. Notice the huge difference in sound and energy? Especially over the phone, the tone of your voice is the biggest indicator to the person listening. Learning to reflect a positive attitude; is the mindset of a “closer”. When your tone is friendly and reassuring, it is hard to think negatively about the experience. You begin with the intent to close this sale and provide the service necessary to make it happen.
An effective way to ensure a positive tone is to actually smile while you are talking. Make a smile come through the phone or smile while you speak. Don’t only wear that smile but speak in a way that the person listening can “see” your smile. Always consider the alternative perspective. If you were the one listening, would this sound pleasant? Would YOU want to interact with YOU?
Another way to facilitate a positive attitude over the phone is to make sure you are well prepared. If you are flustered and disorganized, this will not help your quest to provide the customer with optimum service. Also, maintain good flow in the conversation and avoid speaking over the customer. Make notes before your call to stay organized and do any additional research before picking up the phone. This level of control conveys confidence in your ability to serve them.
These same principles apply for face-to-face interactions. You don’t have to be a good actor to provide excellent customer service. Find reasons for motivation every day. Set goals for yourself and maintain a positive attitude. But most of all, believe it! You can do this, even if you hear no’s. Don’t be afraid to dream big and go after what you want. With an upbeat attitude and finding happiness in what you do, your tone will become naturally positive. Although you may not be able to prepare for an impromptu presentation, do your homework. Make sure that you know the ins and outs of the product you are selling. Practice presenting and don’t be shy.
The last key in face-to-face presentation is not to lie. Many sales people make the mistake of being a “know-it-all” and they feel like fluffy white lies make them look better when in reality, it is hurting their cause. Customers can usually spot a stretch of the truth and that diminishes the salesperson’s ability to the gain trust of the customer. It will also affect your tone. Be confident in owning what you know and then tell the customer that you will do everything you can to find the answers if you don’t have all the facts up front.
FACT: 86% of all communication interpreted over the phone is based on tone of voice. Only 14% is based on the words we choose. Tone conveys our confidence level and communicates how we feel and what we believe.
The ability to express a pleasant tone over the phone and in person is directly related to the attitude we have going into a call. Be prepared, organized and confident.
