Smart Calling, 3rd Edition

CHAPTER 17How to Sound SmartEffective Telephone Communication

I’m assuming that if and when you visit a prospect or customer, you are concerned with your appearance. You certainly wouldn’t look like you just crawled out of bed, nixed the showering, shaving, grooming, and makeup, and threw on tattered clothes and beat-up shoes.

However, that’s the impression some people give over the phone. Just as you form impressions of others within seconds over the phone, they do the same with you. Sounding stilted, awkward, or careless can negate everything you say, because how you say it will quickly alienate the prospect.

The good news is that it’s easier and quicker to modify and improve the way you sound than it is the way you look.

Don’t Sound Like a Salesperson

I fly a lot, and I admit I often tune out the flight attendants, but one exception comes to mind.

The flight attendant was making the routine pre-takeoff announcements. I was buried in a book, but the message coming through the speaker broke my preoccupation. It actually sounded like someone talking normally, as opposed to the usual reading from a script.

I listened. Intently. It was different than the same droning speech I’ve heard so many times, could probably recite, but couldn’t explain in my own words because I’ve never really consciously listened.

Her voice was upbeat, conversational, even a bit giddy: “OK, this is a seat belt,” displaying one in her hands. “Keep it on when you’re in your seat because you don’t want ...