At Prospect Research we run various Lead Generation and Telemarketing campaigns on behalf of clients in a range of industries. Here we have put together our tips for effective communication when telemarketing and why it’s so important when engaging with a decision maker. We hope you find them useful!
Body Language shows through our voices
When we speak with someone face to face our body language speaks volumes about how we feel about that person. The person we converse with knows if we’re happy or sad, pleased or annoyed, disgusted or attracted to them!
Different tones mean different things and express our moods
We cannot assume then that just because we speak with people on the phone that they cannot read our body language. When we speak to people our body language plays out in our voices. A monotone and flat voice whilst slumped over your desk says to person on the phone that we are bored and unmotivated. If we’re enthused or excited by what we are talking to them about and sitting upright at our desks, this will also play out in our voices in a higher pitch and more emphatic voice and will come across as infectious and positive. An abrupt and loud voice says, “I’m annoyed and angry” and really don’t want to be talking to them.
Callers Pick up on Body Language
Within a very short period of time the person we have called will know exactly what mood you are in by picking up on your verbal body language.
Turn that frown upside down
It’s a bit of telemarketing clique, but cliques are so for a reason, but try smiling when you’re on the phone. I find that if I’m in a really good conversation with someone I often find that I’m moving my hands around as if I’m having a conversation with someone who is standing opposite me. I often find myself doing this without realising it at first. This just makes the whole conversation seem more natural.
Don’t be nervous about making a call – think about your approach before you call or stick to a pitch
If you’re nervous about making a call this will also come out in your voice. I’ve done it myself, where I’ve over thought what I need to be saying to someone. You become a little stilted in trying to get your message across. I actually find it harder talking to gatekeeper sometimes than the decision maker themselves. I think it’s because you know how important it is to get across what your call is about in a way that will convince them to put you through.
I’ll huff & I’ll puff
If you’ve ever read a story to a child, you know that the words of the story are far less interesting than the inflection you put into your voice. In fact, if you get lazy and don’t make a ruff, grumbling sound when you say, “I’ll huff, and I’ll puff, and I’ll blow your house down!” the child will more than likely stop you and say, “Read it like you mean it.”
Inflection in your voice
Inflection is the wave-like movement of highs and lows in the pitch of your voice. The peaks and valleys in your voice let your decision makers know how interested (or uninterested) you are in what they’re saying. Inflection also reflects how interested you are in what you’re saying to the DM. When inflection is missing, your voice can sound monotone (ie boring and tedious).
Changing the stress on the words – What would you like us to do about it?
Another way to improve your inflection is to be aware of how stressing certain words change the feeling of what you’re saying. The following sentence, “What would you like us to do about it?” changes in feeling, meaning, and tone when you:
Say it defensively (emphasizing the words “would you”).
“What would you like us to do about it?”
Say it with curiosity (emphasizing the words “like us”).
“What would you like us to do about it?”
Say it with apathy (not emphasizing any of the words).
“What would you like us to do about it?
Believe it or not, the inflection in your voice can be greatly increased by learning to take long, slow, deep breaths. Most people become shallow breathers when they’re under pressure. Have you ever struggled to get a sentence out on one breath during your opening pitch? I know I have.
Adapting your tone and approach
Sometimes it is necessary to change our tone or approach depending on the client we are calling for and who we have at the end of the phone. You will probably find that you assess this in the few seconds you have when you first hear the decision maker answer their phone.
Professional & Serious
A Professional client such as a Solicitor or Accountant for instance, will have us contacting Directors and Senior Decision makers and more often than not it is necessary to adapt a very professional and serious approach.
Jokey & Friendly
Other clients such as some of our Construction clients, will have us talking to people such as Construction Site Managers and it may be more beneficial to take a more friendly and personal approach.
Direct, Professional & to the Point
Colleges and Universities will more often have us talking to HR & Training People who are busy and time is valuable to them, so it is necessary to be direct and to the point with an air of professionalism. So each client is different and it is necessary to adapt our approach to suit the purpose.
So finally, to summarise why effective communication when telemarketing is so important:
- Sit up straight
- Be to the point when it demands but don’t rush out your words so that they become incomprehensible.
- Be friendly and open when the situation warrants it and use your personality to reach your goals.
- People buy from people, so if you’re approachable and they trust in what you’re saying, you will be more likely to succeed in your goal.
- Remember, just because they can’t see you, doesn’t mean they can’t read your body language!
- Enjoy what you do and it will come across