Can I tell you a Secret about Sales and Service Coaching?

Yes, I know I look tired - but here's a short message worth listening to!

Click here for the video:

I've Got a Secret

I Can't Buy if I Can't Understand You

MAJOR PET PEEVE AHEAD!

As many of you know, I specialize in consulting for and training inside sales and customer service personnel . Can anyone tell me why we keep hiring people who do not have clear speaking voices or whose voices are so heavily accented they cannot be understood? That's a rhetorical question, BTW - I do know the answer. Sometimes we are tasked with "filling seats" or our employment offer is so weak, we can't find qualified help.

Phone work requires a clear speaking voice. An accent is fine - it can actually set you apart and make you more memorable - but the average person you are calling must be able to understand you. A clear voice is a requirement for phone work. I'm not just talking accents, either. A soft voice or one that mumbles or even talks too fast is also inappropriate. 

Please, make sure you hear a person's phone voice before you hire them. Sometimes it can be different on the phone than face to face. That's often because the communication dynamics change when you are on the phone and don't have body language or facial expressions to accompany your voice. 

When we haven't hired the correct help, it doesn't save us any money. We lose money through lost sales. Plus it costs us with a poor or even negative brand image.

Hiring managers need to make sure that they've hired appropriate voices. They will have more sales in less time. After all, if I can't easily understand you, how can I make a purchasing decision?

Avoid These Phrases

Often, when doing research for an upcoming training event in an organization or as part of a consulting assignment, I have the opportunity to listen to both side of customer service or sales calls. Here's what I find really cool - I can always tell when the wheels come off the wagon during a call. And it's usually not the customer. I would venture that 8 out of 10 calls that go awry, happen due to something the customer service or sales professional has said. Always well meaning, but often the one thing that sets off the caller.


Whether we sell or service, there are certain phrases that we should avoid using. There are certain phrases that all but guarantee a negative reaction from our customer or prospect. Let's take a look at words and phrases we should avoid in our telephone work.


I don't know. Is that what some one really wants to hear when they speak with a company representative? After all, isn't it your job to be able to answer customer requests? If you don't know, find out who does and get the answer. An alternative phrase might be "I'm not sure of the answer and I want to make sure I give you the correct information. Let me check that out for you. Are you able to hold?"


I (or we) can't. Don't you just hate being told no? So do most people. Find out what you can do and offer alternatives.


Hang on a second, I'll be right back... can sound rude and abrupt. Use "Are you able to hold instead?" It's much more polite and empathetic.

and really, really get back to them quickly. When you're on hold, I can still hear your caller. The longer you are away, the more time they have to stew. If you can avoid "hold", do so.


You have to... A prospective buyer doesn't or shouldn't HAVE to do anything. We're the ones trying to make the sale. If an action is required on their part, let them know what they'll "need to" do in order to accomplish the objective"


No... No one likes to be told no. Offer alternatives. If you can not come to agreement, be gracious. You never know when they might change their mind.

It's often difficult enough handling sales or services calls all day long. Why make your job any harder? The right words go a long way towards a quick and effective solution. 

Can You Help?

Have you had the opportunity to take our survey on Communication Preferences yet? It's really short - only 7 questions in all.

This research is part of a larger effort to determine preferred modes of communication and how it impacts our ability to effectively communicate with others. I'd like it to be as statistically relevant as possible so it would help to have as many completed surveys as possible.

Thanks in advance. I'll share the results afterward.


Here's the link:

 https://www.surveymonkey.com/s/26VPP3D

(you might have to cut and paste this into your browser)

Thank you!

Are You Engaged?

Great interpersonal skills are invaluable in customer service work. The ability to engage your callers can turn a confrontation into an agreement.

Although most people dealing with customers have good starting-out skills, people can become jaded or worse when dealing with customer problems all day. It's so easy to depersonalize the person on the other end of the telephone. It's one of the challenges of doing business by telephone.

We can overcome these challenges when we make a concerted effort to keep an open mind about each situation we find ourselves in. Sure, we can reference in the back of our minds all the possible scenarios that might be played out, but we need to stay in the moment. We need to remember to ask relevant questions.

The best service people are the ones who are capable of appearing genuinely engaged, no matter whether it's the beginning of their shift or the end. They recognize that each caller is an individual and treat them as such.

Your interpersonal skills are only as great as your last phone call. Question to ponder: How can you resist de-personalizing your calls?

Success "Calls" to You

Yes, it does. Here's a short list of tips for telephone sales and service that can help you succeed


Recognize differences between face to face and telephone communications.
When you communicate over the telephone, you're communicating with a blindfold on. Words and voice become all important. In person, you're watching their body language. Make sure you adjust your message accordingly.

Learn to Listen.
Oddly enough, although we hear everything, we need to make a conscious decision to actually listen to what we're told. Make sure you listen actively and objectively.

Create a telephone presence or image through your words and voice.
Be professional; don't use slang or sloppy grammar. Articulate your thoughts clearly.

Make a dynamic Plan of Action to improve your telephone presence.
Record yourself. Objectively listen to strengths and weaknesses. Create a plan of action base on this.

Concentrate on improving inflection, enthusiasm, rate of speech and volume.

A pleasant sounding voice makes it easier to reach your objectives.

Put your best voice forward and sound confident when you're not.
Sound confident even when you're unsure. A willingness to double-check increases respect of you and your organization. It's all in how you say it.

Prepare for all outcomes.
You can handle anything smoothly and with aplomb if you prepare beforehand.

Voice Mail is an opportunity to have a 30-second commercial for the price of a telephone call.

Take the time to craft your message beforehand.

Think before you speak.
A planned presentation needn't be stiff and sound canned. Be comfortable with your product and your message.

Silence can be powerful - Make it work for you!

Answer the Phone! A few quick tips...

A few quicks tips to start your inbound call correctly and confidently.....

We take it for granted. The phone rings, we pick it up, we might say our name, and we might not. We might only say hello and wait for the other person to speak. Using the right technique when answering your telephone will start your conversation and your interaction on a positive note. Here's a few points to keep in mind.

When answering the telephone, it is important to impart certain pieces of information at the beginning of the call, such as your department or company name, your name and proactively show a willingness to help. If you call my office, you'll hear me say "KRG Communications Group, Jo Ann Kirby speaking. How may I help you today?

Notice the use of both first and last names in the introduction. The caller needs to know and should know - up front - specifically whom they are dealing with. There may be more than one dperson with your first name. Always use both your first and last names when answering the telephone. Both names makes it easier for people to remember you. Ultimately, however, using your full name is a sign of professionalism and pride in your work.

I like to use the phrase "How may I help you. If you just ask, "May I help you?" don't be surprised if some one takes you literally and says "I sure hope so - that's why I called!" People who call your company are looking for information or help of one sort or another. Be proactive and show your willingness to help at the outset of the conversation.

Also, saying "How" may I help you, helps the customer focus on what's important. You're asking for a specific. Rather than get a rambling response, you get a focused request for action. This makes it easier for you to respond appropriately and make the most efficient use of your transaction.