Sales Effectiveness - It's How You Say It

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Is your TONE impacting your sales effectiveness?  Sales success, especially when selling over the phone depends on not only what you say, but how you say it.

Consider the word “what”.  “WHAT!!??”  and  “What?” have two entirely different connotations using the exact same word altered by my tone. When selling by phone, tone of voice is crucial. A study done at UCLA found that, when selling by phone, 84 percent of the message is conveyed by the "music" in the voice—your vocal quality: pitch, tone and inflection.  Tone is the most important for conveying emotion and creating feelings of good will with your customers and prospects.

When opening a sales call, you are setting the stage for the entire call. This is sometimes the first interaction that you have with a customer or prospect.  The disadvantage of selling by telephone is the absence of face to face contact, therefore the tone of your communication greatly contributes to a successful or unsuccessful interaction.   How you say it, can be just as important as what you say, so being cognizant that your tone can cause the customer to listen more attentively and lead to greater opportunities for sales success.