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Good to talk
DO you find it good to talk? Or do you shy away from an important call that could win you a huge contract?
Last month, David Festenstein, a Master Practitioner in Neuro-Linguistic Programming (NLP) as well as phone guru, gave us some tips to consider. Indicators that could just be the difference for you.
Such as making sure the person you're talking to has an immediate interest in the conversation, making them feel comfortable. And how it is important to make 5-10 new contacts a week, while doing vital homework to avoid the feel of a cold call.
Once you have done your research and know exactly what it is you want to say, you are halfway there to making sure the resultant conversation is a success.
Following last month's first instalment, David continues: 'If you feel uncomfortable on the phone, your sound is impacted. How you feel affects how you sound. Nervous sounding calls can often be rejected.
'Research shows it is 70% delivery, 30% content. Put yourself in the caller's shoes. If they are quiet, not confident, or sounding nervous you will switch off very quickly to what they are saying. It might be a really good offer but because it is poorly delivered it doesn't sound that good. The tone of your voice is therefore so important. It is about making a connection, about getting into their world, and very basic planning beforehand can achieve this so that you feel confident in what you are saying.'
David is a great believer in mind-mapping, and he explains: 'It helps to know what it is you want to say, and how you envisage the outcome of the call. You might know that you don't want to arrange a meeting with that person immediately.
'You just want a 15-20 minute phone conversation with them, to establish some common ground, what I call a pre-qualification. Then you can establish whether you need to see them now, or later, in three months or six months...'
'Then, when you do get to meet them, you feel as though you already know them. That's a wonderful feeling, to know the connection has already been made before you meet.'
So, how does your voice sound? David also suggests: 'Record a call you make to someone, or listen to your voicemail message. Would you return your own call? Do you come across as welcoming, crisp, energetic, upbeat? If not, maybe that is something you can work on!'
There's no harm in taking David's advice. Who knows, it may even be the difference for your business.
Telephones have often been a problem to me, or I should say, telephone calls. Some people like to make them, some are intimidated by them, although ultimately, it's what you are going to say, or not say, that sparks all those thoughts.
So this seems practical advice. Do the research and know what you are going to say. That way you will always be in control of the conversation.
I will try and be more assertive on the phone as a result of this advice. I often sound a little meek and it's obviously not the way to get your message across.
There was one particular call I made once and the chap at the other end seemed to switch off from the conversation within a minute of speaking to him. On reflection, I probably didn't offend him, I just didn't interest him enough with what I was trying to say.
Phone have been my lifeblood and I have always known the value of them in business. Without them, a company cannot function and therefore it is imperative people know how to conduct a conversation. I still say i#t is better to make that initial contact by phone and then set up a meeting asap to ensure you maintain, then nurture that relationship. It's meeting people that is key and phones are the prelim to that meeting so I agree, they are so important.
Like I said, I'll improve my skills. can't believe everybody else on here has perfect phone skills. I thought there would be more feedback.