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Importance of Tonality with Outbound Sales

When working on outbound sales and communicating over the phone, the only two things that we have to communicate with are our voices and the words we use.  With that being the case, we can focus on each of those areas to make sure that we are communicating as effectively as possible.  It terms of the words that we use, our training and planning will help us to improve how we execute there.  But we don’t have to stop there as there are also some very clear and simple things that we can do to also improve our voice.

There is a common saying that it is not what you say but how you say it that is important.  And if we agree with there being some weight behind that, it is holds even more true when we cold call as the person on the other end of the phone cannot see us and as result has less information to base their reaction on.

The way we say the words we use in terms of tone and infliction is what produces our tonality and this is a tremendous factor on how people receive us.  An easy way to look at this is that as we talk to someone, we are sub-communicating vibes the entire time. 


Negative Vibes

The vibes we send are either negative or positive and below is a summary of common negative vibes that we can easily be sending out when we during outbound sales.

  • Weak
  • Nervous
  • Cold
  • Abrasive
  • Irritated
  • Needy
  • Inexperienced
  • Aggressive
  • Unintelligent
  • Unfriendly
  • Self-absorbed
  • Dishonest

 

Positive Vibes

For each negative vibe that we could be sending out, there is a positive vibe that could be communicated in its place.  Below is a list of positive vibes that correspond directly to the list of negative vibes previously listed.

  • Strong
  • Confident
  • Warm
  • Soft
  • Calm
  • Abundance
  • Experienced
  • Passive
  • Intelligent
  • Friendly
  • Serving
  • Honest


It is important to see those vibes listed out to see how they match up and for each negative vibe we might be sending during outbound sales, we could stop and focus on changing our voice to try to send a positive vibe instead to try to trigger an improvement in interactions. 

 


Negative Impressions

For each negative vibe that we give off during outbound sales, we could be damaging the relationship with the person that we are trying to build rapport with.  Below is a summary of the feelings that can be created on the prospect’s side when we sub-communicate certain negative vibes through our tonality.  The key take away from this list is that sub-communicating any of these vibes to a gatekeeper or prospect can decrease their motivation to help you, to work with you, and to buy your products and services.

Weak       

  • They are not good at what they do
  • They do not have experience
  • They might not be credible
  • They will be uncomfortable to work with

Nervous 

  • They are not experienced
  • They do not know what they are doing
  • They might not be credible
  • They will be uncomfortable to work with

Cold

  • They are not very nice
  • I do not want to help this sales person
  • They will be uncomfortable to work with

Abrasive        

  • They are not easy to talk to
  • They are unpleasant to work with 
  • I do not want to work with this person
  • I do not want to help this person

Irritated    

  •  They must not be very good at their job
  • They must not have a good product to sell
  • I do not want to work with this person
  • I do not want to help this person

Needy       

  • They must not be selling very much
  • They must not have a good product to sell
  • They are going to bug me a lot

Inexperienced        

  • They might not know what they are talking about
  • They might not be credible
  • They might be uncomfortable to work with

Aggressive        

  • They are difficult to talk to
  • I do not want to work with this person
  • They are going to bug me a lot
  • I do not want to help this person

Unintelligent    

  • They might not be good at their job
  • They might not be credible
  • They might be uncomfortable to work with

Unfriendly     

  • They are difficult to talk to
  • They are unpleasant to work with 
  • I do not want to work with this person
  • I do not want to help this person

Self-absorbed        

  • I do not know if I can trust this person
  • This person does not care about me
  • I do not want to help this person

Dishonest        

  • I do not know if I can trust this person
  • They might not be credible
  • I do not want to work with this person
  • I do not want to help this person


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Launch Pad Solutions provides sales scripts to help with outbound sales.

 

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This article was published on Saturday 26 November, 2011.

Back to main topic: Outbound Sales
Eight Ways to Improve Outbound Sales
Outbound Solutions that Can Improve Sales Results
Three Ways to Improve Phone Sales Calls Today
The Ultimate Goal When Making Sales Telephone Calls
Seven Tactics for Leaving Voicemail in Sales (Part I)
Seven Tactics for Leaving Voicemail in Sales (Part II)
Assume "No Call Back" When Leaving Voicemail in Sales
Four Tips to Improve Tonality during Outbound Sales
Reflecting Back to Improve Outbound Sales
How to Make Outbound Calls
Four Keys to Getting an Appointment Set
How to Develop Your Telesales Skills
An Organizational Mapping Sales Approach

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