Most of us are aware that the words we use are only part of the story when it comes to getting our message across. Body language, tone of voice and facial expressions all play a large part in conveying information and meaning, whether we’re talking to someone in person or speaking over the phone.
According to widely accepted studies, quoted in Psychology Today, “The belief is that 55% of communication is body language, 38% is the tone of voice, and 7% is the actual words spoken.” This means that there is a huge scope for altering the meaning of your message, or the way it’s received, without changing the words you use. Learning how to master these complementary forms of communication can help to ensure you make your point clearly and efficiently and that you don’t include any unwitting messages in your telemarketing call.
Unwitting messages are messages that you communicate without meaning to. Often, these messages are picked up in the tone of voice you use. For example, if someone asks you how you are and you reply in a low, quiet voice that you’re OK, they may well infer from your answer that you’re not.
If you call a loved one at their place of work, something in your voice will tell the person who answers the phone that you have a right to speak to them. Even if the person you speak to doesn’t realise this, they will have picked up on your tone or your confidence, and will therefore be a lot more likely to put you straight through.
Likewise, if you make a telemarketing call and you don’t really believe you have a right to speak to the decision maker, it will come across in your voice. Even if you don’t realise it, you may be unwittingly apologising for your call. The gatekeeper will be a lot more likely to block your path or to interrogate you further before putting you through.
Controlling your messages
These unwitting messages can do real harm to your chances of telemarketing success. Learning to control what your tone of voice conveys will help to ensure you get the right message across when making telemarketing calls. The more confidence you have in your company and your products, the more positively you’ll come across and the less apologetic you’ll sound.
Before picking up the phone, try to think of five to ten really good things about your business or brand and take a minute to consider how your company could help the businesses you’re speaking to. Keep this in mind, when you’re on the phone and your confidence and pride will be conveyed through your voice, making it a lot more likely you’ll get past the gatekeeper and achieve your goals.
Find out more about practical telemarketing techniques by taking a look around our site, or getting in touch with one of the members of our expert team.