Michael Bernoff, a sales and business coach, makes 3 key arguments about developing better trust and rapport over the phone with prospects –
1). Tone matters – are you excited when you are on the phone, or do you sound exhausted? I once received a phone call from a sales person who was selling financial services. He sounded very exhausted and I could tell that he had been making too many phone calls. I advised him to take a break, drink some water and relax for a few minutes. He told me he couldn’t because he was required to make between 80 to 100 calls a day! I told him good luck with that.
2). Physicalogy check – how do you feel? Are you sitting straight in your chair or slumping over? When I speak over the phone, I always pretend that the person on the other side is seeing me. It helps me to stay focused. I’ve known sales people who actually use small mirrors next to them while making calls. It forces them to watch their facial expressions and ensure they are projecting a positive attitude.
3). Emotional drivers – you need to better understand people’s emotional drivers. If they are worried about paying their mortgage, don’t focus on the worry, instead focus on finding a solution. In sales, our goal is to be problem solvers. Yes, find the problem, but don’t belabor the point. Instead, focus on asking good qualifying questions and then slowly arrive at a solution.
Below is his video –