Telephone Sales Tips

By Phil and Doris Davidoff

With more and more business conducted over the telephone, use these tips and share them with any co-workers or associates to help them increase their effectiveness on the phone:

I) Your voice has to substitute for your normal body language movements. Speak softly if a matter is confidential; speak more loudly to show enthusiasm. Smile - it will show through.

2) Repeat things, particularly detailed facts, more frequently. You don't have the benefit of seeing their body language to show if they understand. It is also a good idea to follow up with fax, email or other written documentation of what was said. There is a much greater chance of misunderstanding over the telephone than with in-person communications.

3) Speak more slowly than in person to make sure people hear everything, but keep the length of time you speak shorter. Without visual cues, the listener will get bored more easily than in person. This places a premium on your ability to ask open-ended questions. The less you talk and the more you listen, the better.

Also, you might consider using a headset. While the sets are not inexpensive, research has proven that you will sound more natural and be more effective if your hands are free and your neck is in a normal position. Your hands will also be free to work with your computer or take notes.