Pace, tone and Grammar are absolutes in the Quality Analysis process. Every quality scorecard has this requirement. The effects of you using proper pace, proper tone, and proper grammar can never be addressed too often. The next few paragraphs will address the use of proper pace, tone and grammar and their impact on your sales.

Pace

While it is possible that an auctioneer could also have a career in selling products over the telephone, I sincerely doubt that he speaks at the same pace in both occupations. For that reason, the goal of the telesales agent should be to speak at a pace that is clearly understood by the caller. Every contractual sale involves the reading of the Statements of Understanding. These statements are legal agreements made by the caller in their purchasing of the product. These must be read at a pace that the caller will clearly understand what is being said.

When you give your sales presentation, you must have a pace that is clear and easy to be understood. People will not purchase a product over the telephone when they cannot understand the salesperson because they spoke too quickly. Pace is important.

Tone

It is 5 pm and you are in the last hour of your day. The phones have been in the red all day. You are tired, you are weak, and you are worn. You get another call. Wearily you say “thank you for calling …” the line goes dead. What happened? Why did the caller hang up? The answer is that you used improper tone on the call.

Your tone on a call is like your body language in a sales presentation. The tone that we use will convey to the call the level of interest that we have in them. If we have no interest in selling that caller, then our tone will convey that message to them and they will not buy from us.

Even though you might have taken seventy-five calls today, each person that you spoke with, it was their first time hearing the inbound call script. Each and every call that is received or made is a new and independent call. Each call needs and deserves to be treated as though you were sitting by the phone anticipating them calling you.

Grammar

Nothing will separate the ones who are doing from the ones just pretending, than their grammar. Many times I have discussed that you are highly trained experts in your field. Experts do not sound like they just left the farm.

Would you go to a doctor that sounded like he had the IQ of Cousin It? Neither would I. People call you because you are the expert. Sound like it. Articulate your words. Speak each word clearly. Do not use slang on the phone. You might have a doctorate, but when you do not use correct grammar on the call you sound like you never left the second grade.

Please note that our callers cannot see us. The impression that they are given, is given to them by us, and it is sharpened in their minds by the pace, tone, and grammar that we use. It is to our benefit to make sure that we are using the tools of pace, tone and grammar properly so that our sales are maximized.
 

J. Timothy Clark is the founder of the Clark Insurance Brokers. He specializes in helping small business owners, Real Estate agents and brokers, individuals with health problems, find health insurance for their peace of mind.

Hailing from Orlando, Florida, he is married to a beautiful wife and has twin boys.

You can call him directly at 407-443-8523, email at jtimothyclark@cfl.rr.com, and check out his website at http://www.clarkinsurancebrokers.com