NLP and Sales | NLP Coaching

Your Voice and
The Customer's Imagination
Sjoerd Eisma

The Image the customer has of the Salesperson is vital. In telesales the image is created through voice alone. There is no smartly dressed representative to see, no glittering product to touch and tantalize-just a voice on the other end of the phone. However good the present telephone system may be, the fact remains that the quality of the sound of the human voice is partially lost through transmission, resulting in the client misinterpreting your meaning.

To Allow speech to be heard clearly, be careful with your choice of words. Use simple words. Avoid jargon and local expressions which may not be understood by your clients. Speak clearly and use correct pronunciation. Accent can give your talk a real boost as they are unique and can sound very atttractive.

Take time to breathe...

Do not waffle on or attack the client. Take time to breathe. Pausing is very important. Don't speak in a monotone manner:  not only this will make you sound boring and unenthusiastic but it could be misinterpreted that your product is lacking in substance too.  Add a little colour to your voice. Expressions are very important. Relax when you are talking. Imagine you were talking to your friend. Your attitude is expressed by the way you talk over the phone.

Don't rush the call and use your sales techniques. Remain professional and smile.
A simple smile on the salesperson's face reflects in the voice and it really works.

1. Act naturally and be yourself. 
2. Smile, you will sound pleasant and friendly. 
3. Have all the information handy. 
4. Be precise and clear. 
5. Be professional. 
6. Give customers what they need. 

It does cost a lot of money to make the phone ring, so make the most use of it.
 
 Golden Rules

1. Give your name first
2. Say 'Good Morning'. 
3. Say 'Thank you' for your time. 
4. Be friendly. 
5. Sit straight, that will give you confidence.
6. Stay focussed. 
7. Control your thoughts. 
8. Concentrate on what the customer is saying. 
9. Talk slowly. 
10. Speak clearly and if necessary spell anything that may be unclear. 
11. Be confident. 
12. Be professional. 
13. Organise yourself. 
14. Be Alert. 
15. Be in charge. 
16. Always be Enthusiastic. 
17. Let your voice be melodies. 
18. Stress words that appeal to them. 
19. Be expressive. 
20. Speak as though your are talking to a friend. 
21. Exceed expectations. 
22. Always hang up the phone after the customer has done so.

 Helpful words and phrases

1. You, Your family
2. Thank you for waiting 
3. New  
4. Save 
5. Proved 
6. Guaranteed 
7. Results 
8. Easy 
9. Money 
10. Love 
11. Safety 
12. Security 
13. Health 
14. I promise 
15. My pleasure 
16. The best thing I suggest 
17. Please call me if you have any questions.

 Never use  

Don't know, you are wrong, I disagree, may be that's not true.

 Outgoing calls

1. Be prepared
2. Welcome 
3. Explain the purpose of the call and check to ensure that the customer understood and agrees to proceed. 
4. Talk with the Account Holder 
5. Listen 
6. Ask-Create Questions 
7. Restate-Let Customer know that you understood. Be sure to agree on what is being asked 
8. Set Expectations-Let Customer know what you can do and what you can't do. Be clear and specific 
9. Explore further needs and get in agreement Handle objections. 
10. Handle all challenging situations. 
11. Ask for a decision  
12. Be direct, concise and confident 
13. Summarize everything you said 
14. Say Thank you 
15. Follow up