A telephone can be a weapon of mass destruction or a magical wand to help you increase sales and close business. It is all in the way you use the phone to communicate.
The key is understanding that rapport is everything in winning over a prospect’s trust. The challenge lies in the fact the phone is a blind medium, eliminating the ways you might more easily connect with someone face to face. Have you ever written an email which was taken out of context? This is my point.
The primary rule of rapport is mirroring the communication tone, style and rhythm of the person to whom you are speaking. If that person is a fast speaker, you need to up your speech speed just a bit. Just a bit of mirroring is effective. Too much can make you seem annoying or obvious and will not work.
The second rule of rapport is to indicate interest in them. Ask how the other person is feeling, if they have time to speak right now or something else which shows you are interested in them. If you simply stumble ahead with your reason for calling you will quickly lose them.
The third major rule of rapport is to smile on your end of the call, even if the other person sounds irritated or annoyed. This might sound like a contradiction to the rule of mirroring but it is done this way.
This is done by first matching their tone as we discussed above. Then once you have done this, gently lead your prospect by example to a kinder, gentler tone by smiling on your end of the phone.
Following these simple steps can make your phone a magic wand for you in business rather than a weapon of self and mass destruction.
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